snapware 2009

Snapware 2009

Product presentation

Introduction

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

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


Topologie Multi Node Connectivity

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

PBX 1 PBX 2 PBX 3

CTI Server

Snapware Server

LAN

Applikation Server

Applikation Server


Topologie VoIP

Connects classical PBX’s with innovative IP-switches

Smooth migration enabling

PBX 1 Cisco Unified CallManager

PBX 3

CTI Server

Snapware Server

LAN


Topologie Terminalserver

Support of terminalserver environment

Windows Terminalserver 2000

Citrix Metaframe 1.8

Präsentation Server 3.0 and 4.x

LAN

PBX

CTI Server

Snapware Server

Terminal Server with Snapware Clients

• Snapware IP 1• Snapware IP 2

Thin Client with Snapware-IP 2

Thin Client with Snapware-IP 1


Overview


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


Snapware Gui


Snapware GUI #1

Menu bar

Toolbars

Telephony action buttons

Phoen status field

Number field

List boxes


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


Team bar

Team functions of Snapware


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


Own extension: Navigator 1/21. 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)


Own extension: Navigator 2/23. 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


Navigator: OTD-Search 1/2

direct dialing a number

direct OTD search

direct search for a name


Navigator: OTD-Search 2/2

Status display


Search can be started via a configurable hotkey.

Team bar 1/5

Internal call is ringing

Externalcall is ringing

Log-in/Log-out state at the Snapware Server

Caller identification – also for team members

Call forwarding

Active presence management profile

Active calendar entry


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


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


Partnerleiste 4/5

Easy activation of the call back function Pop-up when phone is free Simple and fast call initiation via mouse click


Team bar 5/5

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

Chat communication


New features

New features in version 2009:Hide not logged on extensionsSend files as email via drag & drop in the team barSending text as chat message via drag & dropRedial button for the team bar

New features with SP2:LDAP redundancy for caller identificationInitiate chat from the OTD searchAdd extensions to the team bar from the OTD searchTeam bar button to activate/deactivate the call forwardingImproved Lotus Notes integration for Citrix environmentsActivation of PM profiles by the Telesnap Calendar Server

New features with SP3:Italian Snapware ClientActivation of PM profiles depending on the availability status inSnapware TAPI Bridge for 64 Bit operating systems


Connection window

Incoming call


Caller identification - example

Incoming call

Internal External

Active Directory via LDAP interface

Access database with internal numbers

SAP R/3-database

ExchangeGlobal folder

KlickTel


Incoming call 1/3

Automatically matches the telephone number with entries in the address databases

All relevant information is available on the PC screen


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


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


Call reminder

Never forget a call


Call reminder 1/2

Reschedule unsuccessful calls

Caller information automatically filled in

Includes a call reason for later reference

Automatic call reminder on screen


Call reminder 2/2

Pop-up-window at scheduled time

No workflow interruption

Initiate the phone call with a mouse click


Call list

Convenient overview of all scheduled calls

Displays scheduled date/time and call reason

Call reason visible also in the future


Phone journal


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


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


3rd party buttons


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


Attention function


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


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


Presence Management


Presence Management Server 1/4

Caller dependent call forwarding to different targets


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 ServerDoc.No.: ASE/APP/PLM/ 0156 / EN


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



Additional forwarding target for the case that the desired target is busy


Caller list

Doc.No.: ASE/APP/PLM/ 0156 / DE

Creation of a caller lsit by a LDAP search

Definition static at creation time

Multi Node Connectivity

Supporting of multiple PBX’s


Multi Node Connectivity 1/2

Monitor and control extensions even when they are connected to different PBXs (pick calls, transfer, monitor...)

Advantage for large companies using various PBXs

ParisTorontoStuttgart


Multi Node Connectivity 2/2

Team bar with call back, transfer call or initiate a call with a mouse click

Signalling trough the network

0711/135-

040/2392-

PBXCSTA

Nebenstelle-1217

PBX

ISDN

CSTA

PBX

ISDN

CSTA

069/7505-

-1210 -1211

Router Router

Router

Snapware Server

Snapware Server

Snapware Server

INTERNET-1217

VPNVPN

VPN

ISDN


ACD-System

Telesnap ACD and classic

ACD-solutions


ACD - system 1/4

Display of the agent state in the Snapware team bar

The extension is logged into the ACD and is currently in pause mode

The extension is logged onto the ACD

The extension is logged onto the ACD and currently in wrap-up mode


ACD - system 2/4

In addition with an ACD-system (automatic call distribution): Display agent status like pause mode, wrap-up mode, call forwarding

status Supervisor has a clear overview of all agents


ACD – system 3/4

Storage of the previously selected entries for a convenient re-use and login

Setting the agent sate via the context menu

Warning for agent that are too long in pause or wrap up time


ACD – system 4/4

Clear representation of the waiting queues: Maximum waiting time Average waiting time Number of calls Number of logged on agents Number

Definition of a boundary Yellow point signals the approximation to the defined boundary Red point marks values above the given boundary

Value exceeds the defined boundary

Value has become critical

Value is inside the given boundary


Snapware XML and Telesnap ACD

Display of the agent state in the XML display

Set the agent state for Telesnap ACD via the XML menu


Calendarintegration


Calendar integration

• Display of the current calendar entries inthe team bar

• Calendar may be opened via the context menu• Scrolling in the calendar possible• Entries can be

• read• changed• created or• deleted

• Integration in Microsoft Exchange, Lotus Notes andGroupwise possible

• Connection to different groupware systems in one installation


OCSIntegration


OCS Integration

Mapping of OCS states to Snapware states

Display of the states in the Snapware team bar

Mapping of Snapware states to OCS states

Display of the states in the Office communicator

Mapping of the OCS SIP protocol to the Snapware Server protocol => Telephony also with non SIP capable PBX‘s with the Office communicator possible


Integration options

Screen to Screen Transfer


Call Tracking ID 1/2


Call Tracking ID 2/2

Snapware Server supplies a Call Tracking ID

The Call Tracking ID enables to trace all calls

The Call Tracking ID is the basis for a screen-to-screen data transfer in 3rd party applications

Benefit from a gain in time to improve workflow & increase in customer satisfaction

Additional integration options with the ActiveX and DDE interface

1. While transferring the call from colleague A to colleague B ...

2. ... the screen content is also transferred from colleague A to colleague B1.

2.

Colleague A

Colleague B


Snapware XML

CTI functions in the XML Display


XML – Functionality 1/2

Certain Snapware functionalities are available via XML

Only available for Cisco Unified Communications Manager


XML – Functionality 2/2

Push-Technology available for: Pick up a call (team collaboration) Caller identification

Information is available immediately on the IP Phones and can be used directly

Heranholen1 3001:07119066802 Hr. Huber:40043 Zurueck

Bitte treffen Sie Auswahl...

Auswaehl. BeendenMenuAnruferkennungName Martin HuberFirma: internTelefon: 3001Ort: StuttgartE-Mail: [email protected]

Annehmen Ablehnen Trennen Beenden


Snapware Server

Administration


Snapware Server

Overview

WebAdministration

SQL Database


Snapware Server #1

Administration for multiple servers Possibility of administration for multiple servers If the environment consists of several servers, they may exchange user and

configuration data online Avoids redundant administration

Integration into Windows Active Directory Services ADS Configuration of user data directly within the ADS administration tool Automated transfer to the Snapware server user administration Centralized administration of user data via ADS

Import possibilities Import of user information from LDAP-based directory systems Import of user information from ASCII file, manual or periodically


Snapware Server #2

Redundancy and failure safety Snapware server allows server redundancy

Self-Monitoring Monitoring and controlling of the Snapware Server services At system failure services can be restarted automatically

Redundancy of user administration User data is available globally and redundantly The whole system is still administrable after Snapware Domain Server

failure

Optimized team bar profile Multi-Node-Connectivity-capable team bar configuration profile:

Possibility to select the PBX to which the extension is connected The order of phone buttons and function buttons can be pre-defined


Snapware: Administration #1


Snapware: Administration #2 User configuration and Snapware server administration via web

Simple back up and restore of the system configuration from any work station

Simultaneous access by several administrators Centralized configuration of all servers Flexible user administration by combining user profiles and authorizations

into containers and assignment to user groups, e.g. to an entire department

Enhanced search and filtering mechanisms deliver a distinct and more ergonomic overview for installations with large user number


Snapware: Administration #3

Improved administration Possibility to define different administration levels like user

administration, PABX administration, ...

Consolidation and storage of all user and configuration data in a centralized SQL database Easy backup and restore of the system configuration Extensive consistency checks on the entered configuration data Powerful server journal stored in the SQL server Simple data replication between several sites through the use of

databases Efficient redundancy concepts through database replication for fail-safe

implementations Optimum for large installations Improved scalability


New features

Update service to transfer updates to the clients Support of E.164 numbering plan Shared line support for JTAPI Configuration option for number blocks for the own company and for node

numbers Display of the actual used DAL service and database in the

WebAdministrator Service manager to display and control all Telesnap services


Integration in Groupware systems

Lotus Notes, MsOutlook, Groupwise, SAP R/3


Lotus Notes


Outgoing call

Initiate the phone call with a mouse click

Select from all stored numbers of the target personDoc.No.: ASE/APP/PLM/ 0156 / EN

Call reminder

Generate call lists with a mouse click

Automated presentation on the screen at rescheduled timeDoc.No.: ASE/APP/PLM/ 0156 / EN

Journal

Additional caller information can be displayed with a mouse click

Initiate a call-back directly from the journal

Possibility to schedule phone callsDoc.No.: ASE/APP/PLM/ 0156 / EN

Ms Outlook


Outgoing call

Selected contact

List box with all available telephone numbersDoc.No.: ASE/APP/PLM/ 0156 / EN

Call reminder

Creating call lists using the call reminder functionality in Outlook

Automated presentation on the screen at rescheduled time

Possibility to enter a call reason as a reference at the scheduled call time


Journal #1

All incoming and outgoing calls are logged centrally and displayed on the client in a separate Outlook folder

The call journal can also be displayed in scale format by day, week or month


Journal #2

Snapware – Journal offers detailed information on: Caller Originally called person Date/Time/Duration Person who picked the call Distinction: inbound/outbound - call


Optionen

Personalized MS Outlook pop-up configuration: successful identification of the caller

creates an immediate pop-up … or creates an ‘on demand pop-up’ unsuccessful identification offers to

create a new contact in MS Outlook

Call date and time are written into the contact record for future reference


SAP R/3


Outgoing call

Call button

Initiate the call with a mouse click

Elimination of errors for outgoing calls

Time savings


Incoming call

Incoming call pop-up Database query in SAP R/3 Personalized configuration of the transaction to be used upon an incoming

call, e.g. ‘Display Customer Address’Doc.No.: ASE/APP/PLM/ 0156 / EN

Novell Groupwise


Main window

Button opens the online directory

Telesnap telephony buttons


Online directory

Drag contact into the right window and confirm with „OK“ The „Dial number“ dialogue pops up Chose from the available phone numbers Initiate the call with „OK“ Button in the main window terminates the call

Verschiedene Adressbücher wählbar


Call reminder

Use in the main window, to schedule new calls


Intranet


Integration in the intranet


Support of the „callto:“-command to integration Snapware into the Intranet directory

MakeCall service to initiate calls from internet pages, also without entering the extension and user id of the Snapware user

Control of browser based applications with the WebCRM button. Parameters can be transferred. The icon is configurable.

Facts

Some important facts


Integrations

Supported Outlook versions: Outlook 97, 98, 2000, XP, 2003, 2007, 2010

Supported Lotus Notes versions: 4.6, 5.0, 6.0, 6.5, 7.0, 8.0

Supported Groupwise versions: Groupwise 5.5, 6.0, 6.5, 7.0, 8.0

Calendar integration with Outlook/Exchange, Lotus Notes and Novell Groupwise

Integration in OCS with the Telesnap OCS Gateway

Integration in SAP R/3 via the Telesnap SAP Connector


System requirements

Snapware Server Supported operasting systems:

Microsoft Windows 2000 Server SP4 German, English, French Microsoft Windows 2003 Server SP1 32 Bit German, English, French Microsoft Windows 2008 Server German, English, French

Microsoft Internet Information Services 5.0 or higher, Microsoft Internet Explorer 6.0 SP1 With redundant system database: Microsoft SQL Server 2005 or 2008 (optional) Hardware: CPU 2,4 GHz, 2 GB RAM, 10 GB Plattenplatz, 100 Mbit Network adapter Snapware Server Administration Supported Webbrowser: Microsoft Internet Explorer 6.0 SP1

Snapware Client Supported operating systems:

Microsoft Windows 2000 Professional or Server SP4, Microsoft Windows XP Professional, Microsoft Windows Vista 32 Bit and 64 Bit, Microsoft Windows 7 32 Bit and 64 Bit

Windows 2000 Terminal Server, Windows 2003 Terminal Server Citrix Metaframe 1.8, Citrix Xpe, Citrix Presentation Server 3 and 4.x

Hardware: PC with at least 300 MHz CPU, 128 MB RAM, 100 MB available disk space, Network adapter.


Benefits

Increased customer satisfaction

Increase of employee motivation

Efficient workflow

Best possible internal communication

Combination of existing communication tools

Efficient in- / outbound communication

Higher use of existing infrastructure

Increase of efficiency


Contact

Telesnap EVERYWHERE You want to know more ?

www.telesnap.com

Or feel free to call us:Fon: +49(0)711 90 66 88 11Fax: +49(0)711 90 66 88 8

E-Mail: [email protected]


snapware 2009

Documents

en overviewdoc

en snapware guidoc

en team barown extension

snapware clients snapware

snapware phone journal

snapware team bar profiledoc

team membersfunctional

telephony buttons