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Snapware 2009

Snapware 2009. Product presentation. Introduction. Snapware. Personal Productivity and Presence Management with Computer Telephony Integration for ... Integration into existing IT landscape Office and Contact Center environments Synchronous and asynchronous business communication

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Snapware 2009

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  1. Snapware 2009 Product presentation

  2. Introduction Doc.No.: ASE/APP/PLM/ 0156 / EN

  3. Snapware • Personal Productivity and Presence Management with Computer Telephony Integration for ... • Integration into existing IT landscape • Office and Contact Center environments • Synchronous and asynchronous business communication • All industries and business areas Doc.No.: ASE/APP/PLM/ 0156 / EN

  4. Topologie Multi Node Connectivity Applikation Server Snapware Server Applikation Server LAN CTI Server PBX 2 PBX 3 PBX 1 Multi Node Connectivity • Support for heterogeneous PBX groups • Ability to integrate is an important aspect for large companies with more than one PBX installed or multiple locations Doc.No.: ASE/APP/PLM/ 0156 / EN

  5. Topologie VoIP Snapware Server LAN CTI Server Cisco Unified CallManager PBX 3 PBX 1 • Connects classical PBX’s with innovative IP-switches • Smooth migration enabling Doc.No.: ASE/APP/PLM/ 0156 / EN

  6. Topologie Terminalserver • Terminal Server with Snapware Clients • Snapware IP 1 • Snapware IP 2 Snapware Server LAN CTI Server Thin Client with Snapware-IP 1 Thin Client with Snapware-IP 2 PBX • Support of terminalserver environment • Windows Terminalserver 2000 • Citrix Metaframe 1.8 • Präsentation Server 3.0 and 4.x Doc.No.: ASE/APP/PLM/ 0156 / EN

  7. Overview Doc.No.: ASE/APP/PLM/ 0156 / EN

  8. Overview • Snapware GUI • Incoming call • Call reminder • Call list • Phone journal • Team bar • 3rd Party buttons • Telephone message • Attention function • Presence Management Server • Multi Node Connectivity • ACD – System • Calendar integration • OCS integration • Call Tracking ID • XML – functionality • Server Administration • Snap-In modules: Integration into Lotus Notes, MS Outlook, SAP Doc.No.: ASE/APP/PLM/ 0156 / EN

  9. Snapware Gui Doc.No.: ASE/APP/PLM/ 0156 / EN

  10. Snapware GUI #1 Menu bar Toolbars Number field Telephony action buttons List boxes Phoen status field Doc.No.: ASE/APP/PLM/ 0156 / EN

  11. Snapware GUI #2 • Snapware GUI is displayed on PC screen • Intuitive use • Internal phone directory • Logging • Initiate calls with a mouse click • Dialling with hotkey • Integrated phone book • By default invisible Doc.No.: ASE/APP/PLM/ 0156 / EN

  12. Team bar Team functions of Snapware Doc.No.: ASE/APP/PLM/ 0156 / EN

  13. Team bar • Own extension is displayed as “navigator” • Display of phone status for own phone and for team members’ phones • Comprehensive team collaboration tool • Easy call pick up for team members • Functional buttons make phone functions transparent • Simplified phone handling • Individual configuration or “read only” mode for the Snapware team bar profile Doc.No.: ASE/APP/PLM/ 0156 / EN

  14. Own extension: Navigator 1/2 • 1. Telephony buttons: • Consultation • Transfer • Conference • Alternate • 2. Status display: • Logged on to Snapware • Call forwarding • Active Presence Management Profile • Chat Symbol • Calendar entry • 3. More buttons: • Exit Snapware • Open favorite list (list of most dialed numbers) Doc.No.: ASE/APP/PLM/ 0156 / EN

  15. Own extension: Navigator 2/2 • 3. More buttons: • Opens Snapware phone journal • Opens Presence Manager • 4. Own extension: • Phone is free, click to dial or for search in the OTD • Phone is ringing, internal call • Phone is ringing, external call • Busy, click to terminate the call • 5. Dial / search field Doc.No.: ASE/APP/PLM/ 0156 / EN

  16. Navigator: OTD-Search 1/2 direct OTD search direct search for a name direct dialing a number Doc.No.: ASE/APP/PLM/ 0156 / EN

  17. Navigator: OTD-Search 2/2 Status display Search can be started via a configurable hotkey. Doc.No.: ASE/APP/PLM/ 0156 / EN

  18. Team bar 1/5 Active presence management profile Call forwarding Externalcall is ringing Log-in/Log-out state at the Snapware Server Active calendar entry Internalcall is ringing Caller identification – also for team members Doc.No.: ASE/APP/PLM/ 0156 / EN

  19. Team bar 2/5 • Distinguish between internal / external calls • Caller identification for team member calls (if authorized) • Display of Line Status: Log-in/Log-out, busy, available, … • Display call forwarding targets / call forwarding profiles from Presence Manager • Structured display with folders and background colours possible • User-friendly even for large organizations • Display of active calendar entries also for team members Doc.No.: ASE/APP/PLM/ 0156 / EN

  20. Team bar 3/5 State change activates presence management profile • Availability state may be set via the Snapware team bar • Display of the availability state of team members • State change activates automatically the corresponding presence management profile Doc.No.: ASE/APP/PLM/ 0156 / EN

  21. Partnerleiste 4/5 • Easy activation of the call back function • Pop-up when phone is free • Simple and fast call initiation via mouse click Doc.No.: ASE/APP/PLM/ 0156 / EN

  22. Team bar 5/5 Chat communication • Instant messaging as chat with team member, also with different sites • One-to-One-Chat with one folder per partner • Conference-/groupchat (Snapware Chatroom) • Direct call function from chat window • Copying of messages possible (e.g. for other applications) • Do not disturb for chat possible Doc.No.: ASE/APP/PLM/ 0156 / EN

  23. New features • New features in version 2009: • Hide not logged on extensions • Send files as email via drag & drop in the team bar • Sending text as chat message via drag & drop • Redial button for the team bar • New features with SP2: • LDAP redundancy for caller identification • Initiate chat from the OTD search • Add extensions to the team bar from the OTD search • Team bar button to activate/deactivate the call forwarding • Improved Lotus Notes integration for Citrix environments • Activation of PM profiles by the Telesnap Calendar Server • New features with SP3: • Italian Snapware Client • Activation of PM profiles depending on the availability status in • Snapware TAPI Bridge for 64 Bit operating systems Doc.No.: ASE/APP/PLM/ 0156 / EN

  24. Connection window Incoming call Doc.No.: ASE/APP/PLM/ 0156 / EN

  25. Caller identification - example Internal External Incoming call Active Directory via LDAP interface Access database with internal numbers SAP R/3-database ExchangeGlobal folder KlickTel Doc.No.: ASE/APP/PLM/ 0156 / EN

  26. Incoming call 1/3 • Automatically matches the telephone number with entries in the address databases • All relevant information is available on the PC screen Doc.No.: ASE/APP/PLM/ 0156 / EN

  27. Incoming call 2/3 • Caller identification even for second incoming calls • Active control with drag & drop • Answer • Alternate • Reject the call • Transfer to colleague • Transfer to voicemail Doc.No.: ASE/APP/PLM/ 0156 / EN

  28. Incoming call 3/3 Caller identification are even available when call is transferred from your colleague Caller identification for original called party Generate and send a phone message to colleague during call or after hang-up Doc.No.: ASE/APP/PLM/ 0156 / EN

  29. Call reminder Never forget a call Doc.No.: ASE/APP/PLM/ 0156 / EN

  30. Call reminder 1/2 • Reschedule unsuccessful calls • Caller information automatically filled in • Includes a call reason for later reference • Automatic call reminder on screen Doc.No.: ASE/APP/PLM/ 0156 / EN

  31. Call reminder 2/2 • Pop-up-window at scheduled time • No workflow interruption • Initiate the phone call with a mouse click Doc.No.: ASE/APP/PLM/ 0156 / EN

  32. Call list • Convenient overview of all scheduled calls • Displays scheduled date/time and call reason • Call reason visible also in the future Doc.No.: ASE/APP/PLM/ 0156 / EN

  33. Phone journal Doc.No.: ASE/APP/PLM/ 0156 / EN

  34. Phone journal 1/2 • Continuous logging of all phone calls • All phone calls can be traced • Logs all calls also when the client PC is turned off • Categorisation of calls via button Doc.No.: ASE/APP/PLM/ 0156 / EN

  35. Phone journal 2/2 • Filtered display – combinations possible Show/Hide completed calls Show/Hide not completed calls Show/Hide incoming calls Show/Hide outgoing calls Show/Hide internal calls Show/Hide external calls Doc.No.: ASE/APP/PLM/ 0156 / EN

  36. 3rd party buttons Doc.No.: ASE/APP/PLM/ 0156 / EN

  37. 3rd party button • Individual buttons to start external applications during the call • Activate external applications depending on current workflow or business processes directly via team bar, e.g. start an hotline application in Lotus Notes • All data is transferred automatically into the activated application • Open an URL in the internet explorer with transfer of parameters Doc.No.: ASE/APP/PLM/ 0156 / EN

  38. Attention function Doc.No.: ASE/APP/PLM/ 0156 / EN

  39. Call attention function • Individual configuration of an acoustic signal to distinguish between internal and external calls • Individual configuration for every extension on the team bar Doc.No.: ASE/APP/PLM/ 0156 / EN

  40. Phone message • Generating directly a telephone message, very useful when you picked upa call for a colleague • Information about the caller and originally called person automaticallyfilled in • Message delivered as an email within your familiar email system Doc.No.: ASE/APP/PLM/ 0156 / EN

  41. Presence Management Doc.No.: ASE/APP/PLM/ 0156 / EN

  42. Presence Management Server 1/4 Caller dependent call forwarding to different targets Doc.No.: ASE/APP/PLM/ 0156 / EN

  43. Presence Management 2/4 • Caller dependent call forwarding to different targets • Configuration of the PM profiles is carried out through a web interface • Possibility to create or activate/deactivate PM Profiles regardless when and where • Possibility to activate or deactivate already configured PM Profiles directly through the context menu of the own extension • PM profiles can be activated/deactivated by the Telesnap Calendar Server Doc.No.: ASE/APP/PLM/ 0156 / EN

  44. Presence Management Server 3/4 • Easy-to-generate call forwarding profiles • User specific call forwarding profiles • Profiles are activated manually or time-related • Global call forwarding profiles • Frequently recurring forwarding logics are defined only once Doc.No.: ASE/APP/PLM/ 0156 / EN

  45. Presence Management Server 4/4 Additional forwarding target for the case that the desired target is busy Doc.No.: ASE/APP/PLM/ 0156 / EN

  46. Caller list • Creation of a caller lsit by a LDAP search • Definition static at creation time Doc.No.: ASE/APP/PLM/ 0156 / DE

  47. Multi Node Connectivity Supporting of multiple PBX’s Doc.No.: ASE/APP/PLM/ 0156 / EN

  48. Multi Node Connectivity 1/2 Stuttgart Toronto Paris • Monitor and control extensions even when they are connected to different PBXs (pick calls, transfer, monitor...) • Advantage for large companies using various PBXs Doc.No.: ASE/APP/PLM/ 0156 / EN

  49. Multi Node Connectivity 2/2 ISDN ISDN 069/7505- Snapware Server 0711/135- Snapware Server PBX PBX Router CSTA Router CSTA VPN VPN Nebenstelle -1217 -1211 -1217 -1210 INTERNET ISDN Snapware Server VPN 040/2392- PBX CSTA Router • Team bar with call back, transfer call or initiate a call with a mouse click • Signalling trough the network Doc.No.: ASE/APP/PLM/ 0156 / EN

  50. ACD-System Telesnap ACD and classic ACD-solutions Doc.No.: ASE/APP/PLM/ 0156 / EN

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