Aastra CMG Suite Unified & Collaborative Business Communications

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1 Aastra CMG Suite Unified & Collaborative Business Communications

2 Contact Management Taking Care of Your Daily Business The CMG suite is sold worldwide. Thousands of customers and millions of users work in the applications on an everyday basis. Aastra, at the forefront of the enterprise communication market with over four decades of experience, is endowed with a thorough understanding of both IP telephony platforms and collaboration tools. This is the secret behind Aastra's comprehensive multimedia solutions, integrated with market-leading mobility capabilities We believe that the right mix of applications increases business productivity and improves customer business performance by evolving and supporting enterprise business processes. Contact Management The Contact Management suite (CMG) provides advanced operator functionality and all core features of Unified Communications and Collaboration (UCC) with focus on open standards allowing you to save resources and money. A comprehensive set of applications The CMG suite offers a comprehensive set of applications that meets the different communication needs from a wide range of companies and industries. CMG adds value such as professional ways of communicating and collaborating with customers and partners. Catering for the needs of many different roles in your company There are many roles in a company that require specific competence and applications that cater to these roles. In the CMG suite you find tools that address these different needs and are tailored to fit the various user profiles, yet flexible enough to integrate into a wide variety of corporate environments. For example; attendant console, presence and availability management, automated self-services. The suite enables the users to choose the most suitable way of communicating. It is divided into four user categories; attendants, business users, automated services and administrators. SIP based telephony platform The CMG suite is developed from a user perspective and is an advanced, userfriendly contact management system. All included applications can use one SIP based telephony application platform. The SIP platform enables the CMG system to support multi communication servers environments. Flexible and scalable architecture The architecture is scalable allowing for thousands of users, numerous communication servers and a multitude of operator workstations. The network can be located on a single site or be distributed over several geographical locations. Mobility Management Applications Automated Services Core Services Business Collaboration End Points CMG gives you outstanding call handling and a faster more personal service to the customers Attendant Applications CMG suite 2

3 Attendant Solutions CMG NOW & InAttend Attendant Consoles The attendant is often the first point of contact in a company and therefore represents the company s face towards the world. Customers and business partners expect competent, professional treatment and rapid results in locating asked-for parties. If, in addition, more relevant and detailed information can be provided, the first positive impression is virtually guaranteed. High availability and fewer lost calls are unequivocally vital to business success today. CMG NOW and InAttend attendant consoles offers efficient support through a large number of integrated functions securing high quality attendant performance and at the same time a tool for the advanced attendants to handle high volumes of traffic and continuously increase productivity. Since the systems are integrated with the CMG directory and the continuously updated CMG activity database, attendants can give correct information for thousands of employees; availability, ongoing activities, when to be reached, organizational belongings, if a colleague is free to take the call etc. Call handling and the availability functions are integrated into one application. InAttend offers a modern and configurable user interface, with powerful search options, line state/presence/activity status, as well as SMS functionality and instant messaging to other attendants. Everything is integrated into one single application. Furthermore, it supports calendar information from Microsoft Exchange, Lotus Domino and Novell Group- Wise, and presence integration with Microsoft OCS/Lync and IBM Lotus Sametime. CMG Key Benefits Increased availability and faster more personalized service Outstanding call handling for the attendant Immediate contact and real-time communication Automated services that create a natural dialogue with the caller Smooth migration When migrating from an existing attendant solution to InAttend, attendants benefit not only from the flexible and user friendly design, but more importantly, from a broader range of functionality. Organizations expanding or wishing to upgrade from an earlier CMG NOW installation can upgrade their Contact Management Suite (CMG) and integrate InAttend. CMG NOW user interface CMG Visit CMG Visit can be implemented for added service functionality in the office. CMG Visit is used by receptionists as a visitor management system for visit preparation, welcoming, registration and reporting. All these steps are integrated and based on the same information. CMG Visit enables listing of current and expected visitors, badge printing and easy check-out functions via the bar code reader. The visitor can use the self registration application or be pre-registered from CMG Office Web. InAttend user interface 3

4 Business Users The CMG suite addresses different business communications needs and is tailored to fit various user profiles, yet flexible enough to integrate into a wide variety of corporate environments. Included in the category business users you find communication tools suitable for the daily work, such as call handling in combination with a large number of integrated functions. The following applications belong to this group: CMG Office Web - Web-based professional availability management on every employee's computer. CMG InConference - Easy set up of conferences calls by using the office user s extension number. CMG Calendar Connection - Meetings and calender bookings are synchronized and mapped into CMG activities. BluStar for PC - Provides high-quality audio, HD video and access to a set of Unified Communications & Collaboration (UCC) features from a single client on the desktop. CMG Office Web The CMG Office Web is a multi-featured web-based tool for office users to effectively interact with customers and colleagues. From the web interface you can control how incoming calls shall be routed, for example during a meeting or a business trip. The CMG Office Web provides an online directory with access to colleagues activity information. You can also manage your CMG Voic , send SMS messages to colleagues or to any mobile number from the same interface. Office Web also includes a small application called CMG Office Quick; a taskbar icon on your desktop. With only a click you can activate a contact profile, forward your calls to the desired destination for a pre-set time and give callers, attendants and colleagues relevant availability information. Empower your customer relations by providing qualified customer service and personal efficiency 4

5 Immediate contact and real-time communication CMG Calendar Connection With CMG Calendar Connection meetings and calendar bookings are synchronized and mapped into CMG activities for Exchange, Lotus Domino and GroupWise. Calendar information is automatically transferred from the Exchange, Lotus Domino and GroupWise server to the CMG system. This means that updated activity and availability information for every employee is available instantly for attendants, office users and IVR system. BluStar for PC BluStar for PC delivers high-quality audio, HD video, presence informatioin and access to a set of UCC features from a single client on the desktop. The client's intuitive user interface unifies voice communications with video, instant messaging, directory look-up, flexible search options, journaling as well as three party audio conferencing. The direct integration with the Aastra communication servers provides the benefits of reduced cost and infrastructure complexity and secures high performance call functionality. With BluStar for PC integrated with CMG, you can easily search in the CMG directory using the client's user interface and retrieve contact information from the CMG database. BluStar for PC is a powerful Unified Communications & Collaboration client for Windows based PCs. BluStar for PC user interface 5

6 Automated Services CMG IVR The CMG IVR application has two main functions: automatic handling of incoming calls and activity and availability presentation. CMG IVR provides the caller with upto-date activity information and several contact options in case the call cannot be answered e.g. leave a voice mail, send phone number via SMS or , transfer to mobile phone, to a colleague or to the attendant. CMG Voic Using CMG Voic will take the load off attendants and colleagues who do not have to forward messages between each other. The application provides basic but efficient and user-friendly voic functionality. Customers calling you when you are unavailable are given a fast and efficient reply and an option to leave a voice message. Attendants and office users can be notified of incoming voic s on their own preferred message system, e.g. or SMS. CMG Speech CMG Speech complements the CMG suite by simplifying business integration with automated self-services. CMG Speech enhances the functionality for both company employees and anyone who contacts them. At the same time, CMG Speech reduces wait times, attendant workload and allows the attendants to manage other tasks. CMG Speech gives you: Cost- efficient call handling service 24/7 Reduced wait times and attendant workload Updated activity and availability information for calling customers and colleagues A natural dialogue with the caller An easy-to-use conference call feature CMG Speech includes four applications: CMG IVR CMG Voice Mail CMG Speech Attendant CMG InConference CMG Speech Attendant CMG Speech Attendant is an automated attendant application, which complements the attendants with call transfers and phone number presentation. CMG Speech Attendant is based on speech recognition technology. By simply saying a person s name, department or function, CMG Speech Attendant transfers the call. If several employees have the same name, it asks the caller to select the department or location for the requested person. In case the called person is not available CMG Speech Attendant provides the caller with up-to-date activity information and contact options. During peak periods, when traffic is high, CMG Speech Attendant can handle overflow calls in an efficient way. CMG Speech Attendant is designed to handle call transfers 24 hours a day, 7 days a week. CMG InConference - Conference calls have been known to be difficult to plan, maintain and perform. CMG InConference makes phone conferencing easy. It is fully integrated in the CMG suite and by implementing this application you will have access to a user-friendly way of setting up conference calls. Your user extension is simply turned into a phone conference bridge. From an end user perspective, the main feature of CMG InConference is that the only phone number needed for joining a conference call is the organizer s extension number. You can easily create an appointment in your e-calendar and invite the conference participants by selecting them as attendees. A conference PIN code can be set to make sure that only invited participants will be able to join the conference. Cost-efficient call handling service 24/7, reduced wait times and attendant workload 6

7 Administrators Reduced complexity of the overall IT infrastructure and the simplicity with which the CMG system can be managed and maintained is particularly appealing to IT staff, fitting in perfectly with the IT strategies of the modern enterprise. With the system administration and webbased applications, IT administrators have full control over the complete CMG system including detailed reports about performance, traffic, service quality. CMG Configuration Manager & CMG Directory Manager The administrator web-based clients simplify day-to-day moves, adds, and changes to both set up and maintain the CMG system via Directory Manager and Configuration Manager. With the web-based Configuration Manager (CM) the administrator configures the complete CMG system, handling users, creating settings for name fields, layout settings for NOW and Office Web, defining numbering plans, set telephony connection, set Message Delivery Systems, etc. The Directory Manager (DM) is a web-based application used to register new users and to update details of existing users in the directory. CMG Quality Manager Running a switchboard operator service can be highly demanding. With CMG Quality Manager the data is presented in an easily understood format. CMG Quality Manager (QM) helps your company optimize the telephony system and increase switchboard productivity. The application provides a wall board and attendant statistics. With CMG QM you can easily measure real-time and historical call traffic in the system and evaluate the handling of incoming calls. The system features an easy-to-use webbased report tool where reports can be generated on demand and by using a real-time monitoring application. This can be visualized in different aspects with a graphic view or as a table with selected information. Wallboard 7

8 About Aastra Aastra Technologies Limited, (SX: AAH ), a leading company at the forefront of the enterprise communication market. Headquartered in Concord, Ontario, Canada, Aastra develops and delivers innovative communications products and applications for businesses. With a strong focus on open standards, Aastra enables enterprises to communicate and collaborate more efficiently. Aastra s operations are truly global with more than 50 million installed lines around the world and a direct and indirect presence in more than 100 countries. Aastra is entirely dedicated to enterprise communications and offers one of the most complete portfolios of unified communications solutions individually tailored to satisfy its customers requirements. These range from feature-rich call managers for small and medium businesses and highly scalable ones for large enterprises, associated UC applications, integrated mobility, multimedia call center solutions and high definition video communications to a wide selection of deskphones and cordless terminals. For additional information on Aastra, visit our website at : EN/LZT Rev F Aastra Corporate Headquarters 155 Snow Blvd. Concord, Ont., L4K 4N9 Canada Tel: +1 (905) Fax: +1 (905) Aastra USA Inc Internet Blvd. Frisco, Texas USA Tel: +1 (800) Aastra Telecom United Kingdom B3 Armstrong Mall Southwood Business Park Farnborough, Hampshire United Kingdom, GU14 0NR Tel: +44 (0) Copyright 2013 Aastra Telecom Sweden AB. Non-contractual document. The data contained in this document is for information purpose only and may be modified without prior notification.