Telesnap Snapware 2009

Transcription

1 Snapware is a personal productivity and presence management solution with integrated high end CTI functionality. On the one hand a comfortable usage of all telephony functions of the phone system can be used on the pc screen. On the other hand optimizes Snapware the business workflows by integrating data and voice. Additionally the personal reachability of each employee is improved. Team bar including navigator for own phone, phones, buttons and folders. Chat window: Instant messaging to team members. Chat conference. Connection window for incoming calls with data of the caller.

2 Functions Architecture Client/Server application Snapware server is the central unit for exchange of requests and messages between Snapware clients and the phone system Snapware client with telephony comfort functions for PC work places Telephony Telephony functions 1 : Call initiation by selecting from a call list, entering on the PC s key pad or graphical key pad or by using drag and drop from other OLE enabled applications Initiate private calls Answering incoming calls Automatic answering of outgoing calls, can be turned off Consultation call Transfer call Alternate between two connections Three party conference Hold connection Extended call waiting support (reject, answer, diversion to voice mail or other extension) Activate phone system call forwarding for own extension (immediately, on busy, when unavailable) Activate phone system call back on busy Log on/off to ACD systems, set and query agent state (log on/off, pause, wrap up time) Two call lists with information about call type and call status as well as up to 6 configurable columns, can be sorted by columns, configurable column headers, direct call initiation or planning of calls Favorite list: List of the most frequent used phone numbers, generated at each start of the Snapware client, based on the personal call journal, static entries can be added to this list Call journal: dynamically updated display for the last 200 entries out of the personal call journal, filters available for connection established/not established, internal/external, incoming/outgoing calls Journal: 1 All telephony functions depend on the support of the CTI interface of the connected phone system. See separate documentation about the supported phone systems and their specific limitations. Complete logging of all calls in the personal journal data base, can be switched off by the user Display of number of new calls during absence (client shut down) when client is restarted, extracted from central server call journal data base, transfer of calls since last log off into personal call journal data base (complete logging) Retention period for call information is configurable by the user (1 99 days) Automatic exclusion of certain phone numbers from logging is configurable by user Call status display Blinking status symbol for missed calls Caller identification with up to five fields fort he transmitted phone number, by look up in the centrally configured data bases Planning of calls through a screen dialog with calendar function Automatic Re Planning function for non established call attempts, can be turned off Display of the originally called person in case of forwarded or transferred calls Display of the information about the caller to be transferred fort he person being the transfer target Creation of pre filled call notification, which can be sent by (with Microsoft Outlook/Exchange, Lotus Notes or other MAPI enabled applications) A configurable key or key combination to initiate calls from other applications, which support the Windows clipboard Configurable hotkeys or key combinations for Hang up Alternate call Hold call Conference OTD search Team bar Navigator for own extension with the following functions: dial, consultation call, alternate call, conference, close Snapware, favourite list, PM profile, ACD states Add/Delete extensions Set ACD agent state via the context menu of the navigator Add/Delete folders Add/Delete buttons 3rd party button integrates external applications (requires separate development) Moving buttons according to the users preferences within

3 the team bar Positioning of folders Colour support for phones and folders Display like a Windows task bar at the edges of the screen or display as separate window Display in foreground or background, automatic or event driven Configurable delay for appearance of the Team bar (in case of automatic or event driven setting) Two team bar sizes Display of phone status for own phone and also team members phones Display of information logged on to Snapware server for own phone and also team members phones Status display for activated call forwarding or PM profiles for own phone and also team members phones Display of Snapware availability status Display of calendar entries (optional product Telesnap Calendar Server necessary) for he own phone and for team members phones Display of the OCS state for he own phone and for team members phones Status display of activated call back on busy Status display of ACD agent states for own phone and also for team members phones Display of status of ACD waiting queues Query of caller ID for incoming calls on team members phone (fly over), if authorized Query of call forwarding settings for own and if authorized for team members phones Functions for own extension: Pick up, call transfer, alternate, conference, hang up, call forwarding, hold call Functions for team members phones: call, pick from, consultation call, call back on busy, chat, attention function Functions per Drag & Drop: Call Pick a call Diversion of incoming calls to other team member without answering the call first Diversion of incoming calls to voice mail without answering the call first Attention function for all/specific phones (visual/acoustic notification of incoming calls to team members) Control of the Snapware availability stats by activity/inactivity at the PC Available Team bar buttons: Log on /off to/from Snapware Server Address book Set agent state Hang up Exit Settings Dial from Exchange Conference Speed dial Speed dial with extension Alternate Hold Presence Management Consultation Call back Call list Phone message Hide Voice mail Dial Transfer DTMF Speed dial with DTMF extension Empty space Internet URL Today OTD search WebCRM to control browser applications Remote control button Set/delete fixed call forwarding Set Snapware status Team bar can be predefined by the administrator. The Team bar may be write protected (not modifiable by the user) or can be used as a default, that can be changed by the user Presence Management 2 Configuration of Presence Management with WebClient for users and administrators Definition and execution of call forwarding rules for own extension (user mode) consists of caller s phone number, date/time, forwarding type (immediately, call waiting, time delay) and forwarding targets (phone numbers or pre defined targets), definition of forwarding PM profiles (activated/deactivated) Unlimited number of call forwarding rules within a PM 2 Requires phone system with support of call diversion (DivertRequest, DeflectCall or LineRedirect) through software and CTI interface.

4 profile Multiple PM profiles can be configured and/or activated simultaneously to cover different scenarios Separate targets per caller or for all callers can be configured Configurable match up rules of callers phone numbers with PM profiles with three different rules: exact match, beginning matches, contains Manual activation/deactivation of profiles Automatic activation/deactivation of profiles depending on logged on/off to Snapware Server Time depending activation/deactivation for a distinct time period or weekly periodical cycles per week day Prioritisation of profiles Validity of profiles for external/internal calls Administrator mode: global profile for an extension group, access to existing user profiles Interface to Snapware user management for assigning global profiles Configurable prioritisation rule of global vs. User profiles Deletion of all profiles if a user is deleted Automatic activation/deactivation of PM profiles via the Telesnap Calendar Server (see separate product specification) Automatic activation of PM profiles depending on the availability state in Microsoft Outlook Online Telefone Directory (OTD) Integration as drawer in the Team bar Central electronic phone directory, based on LDAP standard Directory search function Status display for internal extensions (including call forwarding and PM profiles) Direct call initiation and call scheduling from the OTD Automatic screen pop up of recognized and/or unrecognized calls, with the option to create caller record or to maintain it Separation of public entries (LDAP directory) and personal entries (local text file) Maintenance of public records requires specific user authorization Hotkey for OTD search Button for predefined OTD search Chat from OTD search Place members of an OTD search in the team bar Integration into application platforms Integration interfaces ActiveX Control for integration of CTI functions into own application DDE for integration of CTI function into 3 rd party applications TAPI service provider is part of Snapware client, which enables initiation of calls in TAPI enabled applications Access to ODBC, LDAP, Microsoft Outlook, Lotus Notes, Novell Groupwise, SAP (requires separate product Telesnap SAP Connector ) Telesnap OTD, Twixtel and KlickTel data bases 3 rd party Team bar SDK: programming interface for integration of own functions into Team bar push buttons Http service for make call Lotus Notes 3 Supported Lotus Notes versions: 4.6, 5.0, 6.0, 6.5, 7.0, 8.0 Lotus Notes sample data bases with implementationexamples for telephony functions (address book, journal) are part of the installation disk content Dial from Lotus Notes views or documents Caller identification using Lotus Notes data bases Call journal in Lotus Notes Semi automatic screen pop up is possible and requires customer specific development Full automatic screen pop up is possible and requires customer specific development Call scheduling Sending of call notifications a Lotus Notes SmartIcons (call, Hang up, call reminder, call notification, caller identification, customer record) Notes integration for Citrix server farms Microsoft Outlook Supported Outlook versions: 97, 98, 2000, XP, 2003, 2007, 2010 Dial out of Outlook contacts using an optimized dialing function Dial out of Outlook contacts through the integrated TAPI dialing function Caller identification on one or more personal or public Outlook contact folders Call journal in Outlook 3 With regard to the special product architecture of Lotus Notes, the functions listed here are not automatically integrated into the customers data bases during the installation process, but has to be implemented thereafter by the system administrator in the customer Lotus Notes environment.

5 Automatic or manual pop up of contacts for incoming calls for recognized or unrecognized callers (can be switched off) Call scheduling Team bar button Dial from Exchange address book Send a call notification as an Outlook Novell Groupwise Supported Groupwise versions: 5.5, 6.0, 6.5, 7.0, 8.0 Dial out of Groupwise through the integrated TAPI dialling function (version 5.5 only) Dial out of Groupwise using Snapware dial button (versions 6.0, 6.5, 7.0, 8.0) Caller identification using Groupwise data Hang up (versions 6.0, 6.5 und 7.0) Call scheduling (versions 6.0, 6.5 und 7.0) SAP R/3 Integration into SAP R/3 using the optional product Telesnap SAP Connector, see separate product specification. Server functions Administration of users and authorization Central administration and configuration of the client application Different administrator levels with different access rights Assigning of a configuration to single users or user groups either direct via configuration profiles or by using profile groups, which consist of several configuration profiles (e.g. data base link, call journal type, address book, team bar configuration) Administration and configuration is possible over a Web browser (see system requirements ) Cross server administration Integration in Windows Active Directory Services. User data can be configured directly within ADS administration, central maintenance of network users Import of user data from LDAP based directories, periodically, e.g. for nightly synchronization with the data source, configurable Import of user data from an ASCII file, periodically, e.g. for nightly synchronisation with the data source, configurable Automatic backup of user and configuration data Enhanced restore function to retrieve saved configuration data Display of logged on users in the user administration Speed dial profile with the option to configure all speed dial button Configuration of the client traces from the server Server configuration Service manager displays all Telesnap services, with the option to start and stop the services Administrator notification for failing services Renaming of the Snawpare Server via the WebAdministration Display of the connected DAL service and of the active database server Display of the import status in the WebAdministration Automatic distribution of hotfixes via the Sanwpare Server Supported CTI standards CSTA Phase 1, 2 and 3 (Computer Supported Telecommunication Application) TAPI Version 2.x (Telephony Application Programming Interface) JTAPI (Java Telephony Application Programming Interface) for CUCM TSAPI (Telephony Services Application Programming Interface) Multi Node Connectivity Capability of a Snapware server to simultaneously communicate with several phone systems Application link between disconnected phone systems through the program functionality Support of open extension numbering for cross location deployment Up to 64 simultaneous connections possible Redundancy and failure safety Optionally: Redundant supply of Snapware with the help of a second Snapware Backup Server with the same CTI connection to the PBX s. In case of failure of the primary Snapware Server automatic connection of the Snapware clients to the backup server Optionally: Redundant supply of the system data base with user and configuration data with a Microsoft SQL Server 2005 (see System requirements ) Self monitoring process (watch dog), in case of failure of a server service, the service is automatically restarted Automatic activation of the primary server if available LDAP redundancy for caller identification Snapware Server Maximum number of users: 1000 Maximum number of monitor points: 1000 Maximum number of MNC connections: 64

6 Licensing A maximum of 1000 user licenses per server For more than 1000 user licenses several servers are necessary Delivered licenses run for up to seven days, Then, after a registration, which is free of charge, the runtime is unlimited Small Business Edition Maximum number of 100 clients are possible in the Small Business Edition No upgrade to the standard license System requirements Server 3 and 4 4 Hardware: PC with at least 300 MHz CPU, 128 MB RAM, 100 MB available disk space, network adapter Languages: German, English, French, Italian Supported telecommunication platforms See separate documentation Supported PBXList Server Supported operating systems: Microsoft Windows 2000 Server SP4 32 bit German, English, French Microsoft Windows 2003 Server SP1 32 bit German, English, French Microsoft Windows 2008 Server 32 bit German, English, French Microsoft Windows 2008 Server R2 German, English, French Microsoft Internet Information Services 5.0 or higher, Microsoft Internet Explorer 6.0 SP1 Only for redundant supply of the system data base with user and configuration data: Microsoft SQL Server 2005 or 2008 Hardware: CPU 2,4 GHz, 2 GB RAM, 10 GB disk space, 100 Mbit network adapter Server Administration Supported Web browser: Microsoft Internet Explorer 6.0 SP1. Client Supported operating systems: Windows 2000 Professional or Server SP4, Windows XP Professional, Windows Vista 32 Bit and 64 Bit, Windows 7 32 Bit and 64 Bit Windows 2000 Terminal Server, Windows 2003 Terminal Server Citrix Metaframe 1.8, Citrix Xpe, Citrix Presentation 4 16 Bit colours or higher are recommended.