Go Integrator overview

Transcription

1 Go Integrator

2 Go Integrator overview A desktop based Computer Telephony Integration (CTI) product. Designed to help you get the most out of the business telephone system. Drastically improve productivity through adding functionality which allows users to: Know who is calling. Quickly get caller details on the screen. Dial directly from the a CRM or database application, saving time. Enhance productivity through the address book by searching multiple contact databases for a customer s details Never leave the screen, answer a call with a click of a mouse, Return missed calls using call history

3 Go Integrator overview A desktop based Computer Telephony Integration (CTI) product. Designed to help you get the most out of the business telephone system. Drastically improve productivity through adding functionality which allows users to: Know who is calling. Quickly get caller details on the screen. Dial directly from the a CRM or database application, saving time. Enhance productivity through the address book by searching multiple contact databases for a customer s details Never leave the screen, answer a call with a click of a mouse, Return missed calls using call history

4 Overview (continued) Go Integrator is a client application connecting directly to a Broadworks platform via a public or private network The client operates directly from the system tray via a discrete icon. Right clicking on the icon displays the menu to access features or enter number to dial. Availability setting Presence list Call history list Recently dialled numbers View phone window Search/edit all contacts Go Integrator settings

5 Overview (continued) Go Integrator provides three main user interfaces Preview Window; a small pop up (toast) window that is available when a call is in progress Phone Window; a client application window available at any time Tray menu; activated by right click on the green ball in the System tray Preview window Tray Menu Phone window

6 Dialling Go Integrator provides a range of methods for click to dial from your desktop PC Dialling options: Clipboard Browser TAPI Keyboard entry Recent number and call history redial From Microsoft Office applications From local address book Advanced dialling: Dialling Wizard to train Go Integrator to dial from as yet-unseen applications.

7 Dialling (continued) Manual dialling Users can type the number they want to dial into the menu field and then press enter or click make call on the phone window.

8 Dialling (continued) Internet Dialling Go Integrator will scan web pages and recognise telephone numbers within these pages. Numbers are then displayed as hyperlinks. Clicking on the link allows Go Integrator to dial the number. In addition, Go Integrator offers a call from the clipboard function, allowing number to also be copied and/or dialled.

9 Dialling (continued) Application dialling Outgoing calls to be dialled directly from the application. The system will display an icon next to any phone numbers which, when clicked, will dial an outgoing call.

10 Dialling (continued) Call History Dialling Click the call history menu and then the number that you wish to dial. Recently Dialled Dialling Hover the mouse over the Recent menu item and click the number that you wish to dial. Clipboard Dialling Copying a number to the clipboard presents balloon text, giving the option to dial the number that is displayed.

11 Dialling (continued) Address Book Dialling An easy method to dial known contacts. By opening the address book and typing the name or of a known contact, the number of that contact appears on screen, allowing the user to click to dial. Multi-address books* can be searched (up to 4) including personal contacts, Outlook contacts and any connected CRM Systems *Note: the application address books that can be searched are controlled by the license types (Lite or DB see earlier slide)

12 Features (continued) Call Control Call control enables a user to control their telephone handset from their desktop PC. Call control is provided through the Preview and Phone windows Hangup Hold Consult Transfer Show contact Send digits

13 Features (continued) Presence Presence window allows users to see the availability (busy lamp field) of their colleagues extension. Can be configured to show a custom list of extensions Instant and accurate decisions as to how and when is the best time to communicate.

14 Features (continued) MS Outlook contact searching Search telephone numbers or names within the address book, will show information of your outlook contact. The number can be selected to make a phone call. MS Outlook dialling integration Call your contacts from you outlook application with just one click. MS Outlook Calendar Integration Your Availability automatically change according to your outlook calendar activities.

15 Multilanguage Support Language packs are available for the software to change the language of the user interface. By default, the software will attempt to automatically select the language to use based on the language setting of your operating system. Features (continued)

16 Client features matrix Go Integrator for Broadworks Presence Functions Lite DB Extension presence view Caller/Called party details Set availability status Progressive search of users in presence window Call control Lite DB Hold Transfer Consult Answer Set availability status Directory Services Lite DB Personal address book Search of personal address book Simultaneous search of multiple address books Multi contact media from address book Call history (50 calls per page) Note: The Lite and DB client types only differ in the applications they integrate with

17 Client features matrix Note: The Lite and DB client types only differ in the applications they integrate with Go Integrator for Broadworks Dialling Lite DB Call Preview window with call control MS Outlook dialling integration MS Outlook incoming call contact searching Dialling from browser page Dialling from call history Dialling from web based corporate contact systems Dialling from Clipboard Dialling from bespoke application Dialling from TAPI enabled applications Functionality Lite DB Multi language Selectable skins PC selectable ring tone PC sound mute on call activity Import and Export of dial configuration settings Contacts database searching Multi contacts databases searching Hot desking

18 Caller Preview Elements of Application Integration Caller Preview displays the caller or called party name in the preview (toast) or phone window when a match against CLI is found in connected (integrated) application Contact Popping Contact popping enables a callers contact record in the connected application to be displayed simply by clicking an icon on the preview / phone window (assuming a match is found) Address Book / Directory searching The is a feature of Go Converse that enables the user to concurrently search multiple connected address books and then click to dial from the results. Click to Dial This feature a transposes a dial symbol on a number field within an application. This feature is common across all applications for both Standard and Enhanced license types

19 Standard CRM/DB integrations LDAP National Directories

20 Standard versus vertical integrations We also have something known as vertical integrations These are industry specific integrations we have undertaken in the past Typically we do not actively retain support for the latest releases Installation always requires remote assistance from Mondago (chargeable) AIRP Process Should you ever have a customer requirement to integrate with a nonstandard application then please contact Mondago Mondago maintain a list of supported vertical applications. If the required application is not on the list then a process known as AIRP (Application Integration Request Process) is followed This reviews both the technical and commercial feasibility of introducing the integration

21 Presence wallboard Presence Wallboard is a separate client application within the Go Integrator product suite. Presence Wallboard connects with the Broadworks platform to deliver user and agent telephony presence information or message waiting indication and presents it on an easy-to-read format on the user PC. Name and groups are downloaded from host platform. Information provided includes: Telephony state information (Off hook, Ringing, Hold) Message Waiting Indication by User Useful for contact centre supervisors, operators, receptionists and those who transfer calls

22 Further information Online information portal An online portal is available for use of the customers ( The website provides upto-date product information, and movie clips showing go integrator in action as well as contact information.

23 Benefits Go Integrator software makes users more productive. Click to dial: Using Click to dial can make a significant impact on efficiency, saving between minutes for every hour of call time. Contact Popping: pop a callers CRM record simply by clicking the icon in the call preview window and save minutes for every hour of call time. Search: ensure you find your contact details first time simultaneously search multiple contact databases (without having to open the application) Unified Interface: Go Integrator unified interface works the same across all integrations, providing a single learning curve and reducing end user training requirements as well as providing a consistent user experience.

24 Benefits (continued) Go Integrator software makes users more professional. Saving customers time: Reducing the time spent on each phone call saves not only the company s time, but also the customer s. This doesn t just save money, it improves customer experience. Personalisation: Go Integrator allows the user to open a customer record before even answering the phone. This lets you, the user, provide a personalised service, making the customer feel appreciated and valued.

25 Benefits summary Improved Productivity Quick access to contact numbers. Quick dialing operation Increased Customer Responsiveness Immediate access to customer records via CRM package and Contact databases Clear view Real time visibility of colleague status saves wasted calls