telisca products presentation
DESCRIPTION
Presentation ofTRANSCRIPT
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
• telisca is a Cisco Developer Solution
Partner
• Created in 2004, 240 customers, 150 000
users.
• 30 products for Cisco IP Phones and CUCM
• CTI developments for UCCE (CTIOS) and JTAPI• Distributed by integrators, in Europe, Africa
and Middle-East
We add value to CUCM
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Cisco partner
• telisca is Solution member of Cisco Developer Network
• CUCM, CUC, UCCX, UCCE test labs
• Developer support contract
• Products certified : IPS Phone Config, IPS Alarm Callback, IPS
Manager, TSSO.
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IP Phone XML applications
IPS Manager AssistantIPS Lock ECCIIPS Phone ConfigIPS Alarm CallbackIPS PagerIPS ReservationIPS Door CameraIPS Call to Prayer
Audio applications
Busy Alerter CallbackTAnnounceRecording NotificationVoice AlarmVoice CallbackVoice AlertCall Restrict. OverrideAdministration tools
Quick Num PlanDelog-RelogCUCM QueryPhone RobotPIN & Pwd Manager
OtherTSSOMissed Calls Alerter
Directory applications
IPS Global Directory
• Web Directory• IPS Popup• Personal Directory• Directory export• Corp. speed dials• Dir. Provisioning
ClickNDial
Maintenance & support
Telisca products
Call center
IPS Smart Pickup GroupDesktop PopupCallback Server
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
ClickNDial, TSSO,Desktop Popup
IPS Framework, CTI/Audio Server.Net 3.5, IIS, JRE 6
Win 2003 / Win 2008Cisco Unified Communications Manager
DirectoriesDatabases
Config.
IP Phone Services IPS Administration, Web Directory, IPS Pager, QuickAdmin
AXL SOAP
JTAPI
https html
http
XM
L
Web
dia
ler
SO
AP
Architecture
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Global Directory
T9 predictive search
Extended and merged source directoriesLDAP, AD, SQL, CUCM, Exchange, Domino, Excel, Text, …Union, distinct, merge, segmentReformat phone numbers
Ease search from IP PhoneSMS, T9 search mode,Touch screen keyboard, Up to five search fields, Up to four phone numbers per contacts, Detail contact form
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Global Directory Light
IPS PopupT9, Cius
Ts keyboard
Personal Directory
Web Directory
Dir. Export / ProvisioningCorp.
SpeeddialExchangeDomino
Active DirectoryLDAP, CUCM, Text
Active Directory, LDAP, CUCM, OLEDB, ODBC, Public Exchange Folder, Domino, Excel, Text, XML
CUCMTranslation
patterns
OutlookNotes
IPS Global Directory modules
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
T9 search
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Touch screen keyboard
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
CIUSIPS Global Directory client for Android
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Web DirectorySearch and dial from a Web interface
•Multi language•Themes•Auto complete search•Dialer•Jabber integration coming
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Personal DirectorySynchronise Outlook or Notes address book
Synchronise directly on Exchange and Domino
PersonalDirectory
IP PhoneXML application
Web Directory
Replicated and cryptedAddress books
Exchange
Domino
Exchange 2007, 2010Notes 8, 8.5
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS PopupDisplay calling contact detail
Reverse lookupReformat phone number or search on last digitsDisplay up to 6 lines of contact info
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Directory ExportExport/synchronization : AD, LDAP, textCUCM provisionning : User, device profile, line
Active DirectoryLDAP
Exchange Folder
Domino
CUCM
Text, Excel,XML files
DatabasesSQL Server,
OLEDB, ODBC
IPS GlobalDirectory
Active Directory,LDAP
Text file
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
ProvisioningProvisioning CUCM : End User, device profile, LineProvisioning CUC : Voice mail account
Active DirectoryLDAP
Exchange Folder
Domino
CUCM
Text, Excel,XML files
DatabasesSQL Server,
OLEDB, ODBC
IPS GlobalDirectory CUCM
• Users• Device Profile• Line
Web
Ser
vice
Unity,Unity Connection
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Corporate Speed dial• Load speed dials source directory (ex: text,
Excel),• Update speed dials from Web Directory,• Update translation patterns, via AXL SOAP.• Multi speed dials / multi partitions,
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
CIUS client
IPS Global Directory for CIUS
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
ClickNDialCustomers’ preferred Click to Call and directory
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
ClickNDial• Search contact and Dial :
– Select a number + hot key,– Personal contacts,– Search in Directories : AD, LDAP, Notes, …– Replicate Outlook / Notes address book,– Outlook addin,– Lotus Notes (Lotus Script),– Dial from Web page (tel:)– Search selected contact in directories.
• CTI optional module :– Popup (reverse lookup),– Telephony presence,– Calendar presence (Exchange),– CTI control (Transfer, Conference),– Call history,
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
ClickNDial packages
Functions / Packages Free Light Standard CTI Select and dial Personal contacts Addin Outlook LotusScript Notes Outlook synchronization Lotus Notes synchronization Dial from hyperlink, dial API Corporate speed dials Search corporate directories (up to 4) AD, LDAP, Domino database, Exchange public folder, IPS Global Directory
Global search in all directories Select and search contact Popup (search on calling party, when ringing) Telephony presence Call history : dialed, handled, missed Consultation, Transfer, Conference
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Manager Assistant
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Manager Assistant
• IP Phone simple and efficient user interface• Optional Web interface/speed dials• Support for Extension Mobility• Centralized and simple administration• Up to 9 Managers / Assistant, 9 Assistants /
Manager, • Enhanced filtering features …
AFPAMFBNP ParibasBouygues ImmobilierBPCECrédit AgricoleCCI ToulouseComete CR Pays Loire
DassaultEADSEDF ProductionEDF Energies NouvellesGDF SuezIntespaceL’Oréal FranceL’Oréal Hong KongMairie de Rodez
Mondial AssistancePacificaPraxis ServierSILCATECHNIPTotal FranceTotal USAVuitton
Adopted and enhanced by top French Major accounts
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Manager Assistant
Application menu and shorcuts to : consult Mgr, transfer , Redirect to Mgr
Call, monitor, pickup Manager’ line
Filter status and toggle
Associated Managers detailed status
User experience
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Forward to voicemail
Monitor and filtering
Other assistants BLF
KEM with BLFStatus banner’s icons
Filtered by ourselfFiltered by other assistant
Forward to personal number
IPS Manager Assistant
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Manager AssistantAssistant ’s IP Phone
Manager’s IP Phone
User interface available in English, German, Spanish, French
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Manager AssistantCan fit in CUPC tabWeb interface Additional speed dials
Supported on CIUS
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Manager Assistant
Assistant filters the calls of the Manager, then transfer the call to the Manager,Up to 9 Assistants per Manager,Up to 9 Managers per Assistant,Full control from Assistant’s and Manager’s IP Phone,Optional Web Interface to control IPSMA, with personal speed dialsUp to two IP Phones (with shared line) per Manager or Assistant,Set Filter by pressing a button, button lighten to show the filter is set,IP Phone banner status to display more filter information,Associated Assistant can call the Manager’s directly,Option to filter only external calls,User manageable white list of up to 99 calling numbers not filtered,All Managers and Assistants may call directly a filtered Manager, adding an override prefix,When the Assistant set the Not Available status, the filter is set to another associated Assistant,When the Assistant set Available again, he/she retrieve the previous filters,Set forward to Manager’s personal member,Set forward to Voice mail,Set forward to other number,
Features list
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Manager Assistant
Do not disturb mode,Manager pick up filtered calls,Manager divert not filtered calls by pressing one button,Assistant divert filtered calls by pressing one button,Assistant consult Manager by pressing one button,Assistant transfer to Manager by pressing one button,Not answered filtered calls can be stored in Manager’s or Assistant’s voice mail,Set pickup group between Assistant’s group,Manager/Assistant association and IP Phone settings (Phone Button Template, Softkey Template, Service URL Buttons, Speed Dial BLF) are set from IPSMA Administration,Multi-level Web administration,A Manager/Assistant configuration can be defined in 2 minutes,Batch configuration mode is supported,Provisioning APIs available,Support of primary/backup CTI ManagerSupport of publisher (primary) / subscriber (read only backup),Support of Windows Network Load Balancer or external load balancer,Optional Host Standby fault tolerant module,Supports Multi CUCM clusters configuration.
Features list
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Administration
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Administration
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Hot Standby fault tolerance module
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Lock / IPS Phone Config• Forward settings :
– Forward all– No answer internal– No answer external– No answer detect. duration– Busy internal– Busy external
• Forward all toggle• Fwd no answer toggle• Do not disturb• List /dial all speed dials• Edit speed dials• Edit BLF• Line group login/logout• Change language
• Lock phone• Change PIN code• Clear call history
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Alarm Callback
User set an alarm on his phonePhone number to call or reminderOn scheduled time a popup is pushed to phone Popup is pushed again until validation or abort
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
• Send messages to IP Phone groups from IP Phone or Web• Push to talk to IP Phone groups (use multicast IP)• Define groups per locations, device pools, calling search
space, ip address ranges, phone lists, all phones.• Send message to one to five user defined phone numbers,• Gateway to send message to Ascom DECT.
Cisco Unifed CallManager
IPS Pager
Send message Send message& push to talk
239.0.0.0
Multicast IP addressRTP
Push
IPS Pager
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Book meeting room or any shared resource from IP Phone,
Display information on resources,Display planning,Group of users/resources,Dependent resources.
IPS Reservation
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Display image of person ringing on IP PhoneOpen the door from the IP PhoneSupport SIP or legacy Door Openers/camera
IPS Door Camera
IPS Camera serverASP.Net, IIS, JRE
Win 2000, Win 2003
Cisco CallManager
AXL SOAPJTAPI
SIP dooropenerWithembededcamera
Door
Camera Client
SOAP
http X
ML
IPS Phones 7921, 7925, 7941, 7961, 7942, 7962, 7945, 7965,7970, 7971, 7975, 8961, 9951, 9971
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Busy Alerter
Informs caller when the called party is on line
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Busy Alerter• Notify the calling party that the called party is already on
line (but accepts several calls),• Prompt a voice notification :
• To record a voicemail• To ring the phone • Be redirected to a switchboard
• And/or, displays an xml message on internal IP Phone:• To record a voicemail• To ring the phone • To set automatic callbacks
Busy AlerterJava, ASP.Net, IIS
Win 2000 ou Win 2003Cisco CUCM
Calling IP Phone Called IP Phone
(multiple calls)
Audio notification
External
caller
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
TAnnounce
Play an announce, while ringing the destination phone
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TAnnounce
• Plays announces while ditributing calls to Attendants or Line Groups,
• Redirect on no answer / busy,• Redirect on closed,• Schedules per day of week, non working days,• Includes a small IVR• Includes call filtering (white or black list)• Calls and agent statistics• Statistics reports sent by e-mail
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Legal notification of a recorded call
• Monitors automatically the lines recorded
• Redirect external calls to play a warning message
• Conference outbound calls to play the warning message
• Send an XML Popup on internal IP Phones
• Display a banner on recorded IP Phones
Your call is going to be recorded.
Recording notification
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Voice Alarm, Voice callback
Audio server to program an alarmEnter alarm hour with dtmf codeHour confirm by vocal message,Repeat calls until the party answers
Voice CallbackAudio server to program automatic callback for
busy/no answer lineDECT phones, analog phones,SIP basic IP Phones, 6901, 6911,External callers.
Type 1 to set an
automatic callback
Voice Alarm Enter the alarm’s time
on 4 digit
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Voice Alert
Calls multiple destinations, plays audio message, ...
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Voice AlertAlert CTI
ports Dial CTI ports
HTTP
Serv.
Handler
Call
Authorized DN
Call
ATA 186/188
Socket
HTTP
Appl.
WebRelay, Modbus/TCP
Authorized IP
Call, play
Handler
Socket
Relay
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Voice AlertFeatures list
Triggers modeCall directory numberCheck authorized calling numberPlays audio message (G711)Confirmed by DTMF codeAcknowledge audio messageDry contact with ATA 186/188IP dry contact (WebRelay, Modbus)HTTP requestCheck authorized requesting IP address
DestinationsList of directory numbersList of IP PhonesList of device poolsList of locationList of Calling Search SpacesList of IP address prefixesExtension Mobility sup:portDirectory numbers updated while callingBroadcast or top downIP dry contact (WebRelay, Modbus)
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Voice AlertFeatures list
Call treatments and recyclingAlert CTI Port display namePlays alert audio message (G711)Retry on no answerRetry if not listen a minimum durationRetry if no valid DTMF code enteredDrop calls forwared to extenal destinationsOverride IPSMA fillterDrop current call on busy lineMaximum retry parameterDelay between retries parameters
Monitoring and reliabilityURL to monitor application statusControl screen displays Voice Server's statusControl screen displays alert's statusAlert detail status, with failed causeAlert simplified logsHot Standby fault tolerant server
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Voice AlertPerformances tests
Processor RAM # CTI ports Avg CPU %
Peak CPU %
I5-2400 1 core
2Go 50 3,3 41
I5-2400 1 core
2Go 100 8,2 44
I5-2400 1 core
2Go 150 16 70
I5-2400 2 cores
2Go 300 12 43
I5-2400 2 cores
4Go 300 10 39
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Voice AlertSizing
Processor RAM
Bench.passmark
# vCPU # CTI Ports
I5-2400 4Go
6.1 (4 cores)
1 120
I5-2400 4Go
6.1 (4 cores)
2 300
Xeon L5640
6Go
8.1 (4 cores)
2 400
X5675 6Go
10.1 2 500
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Voice Alert
Creates a pool of dial
Cti ports
Alert CTI ports parameters, created automatically for each alert
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Voice Alert
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Voice Alert
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Voice Alert
Simplified execution
logs
Voice Serverstatus
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Voice Alert
Result of alert by IP
Phone/destination,with failed cause
Current alert status, stop command
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Call Restriction OverrideCTI ports
Call
User
Attendant(authorized DN)
Transfe
red after consult
Direct transfe
r
Redirect
Plays help message
Hit DTMF:number to call* : clear# : dial
Eventually adds external and international prefix
Redirected
(using CTI port CSS)
Call Restr.Override
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Call Restriction Override
Busy
CTI portsCa
ll
User
Attendant(authorized DN)
Transfe
red after consult
Direct transfe
r
Redirected
Call Restr.Override
Redirected by CTI port
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
TSSO
Automate Extension Mobility login from the PC
![Page 56: Telisca products presentation](https://reader030.vdocuments.us/reader030/viewer/2022013102/55854cdfd8b42a0a3a8b4915/html5/thumbnails/56.jpg)
www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
TSSO user experienceExtension Mobility automatic login
Login when opening Windows sessionLogout when closing Windows sessionLogout when session locked or hibernateLogout (by CUCM) a defined timeRun an external application (Agent Desktop) on login, logout, …
Getting CUCM userId :Use Windows login as CUCM userIdSearch CUCM userId by Windows login on a LDAP or AD directoryAsk user to enter it the first time
IP Phone to use for login :Automatically detects the IP Phone on which the PC is connected (CDP, LLDP)Ask the user to enter the IP Phone directory numberLogin on last IP Phone
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Load balancing on primary and backup CUCM servers
PC applicationRun on .Net 1.1, 2.0, 3.5Run on Windows XP SP2/SP3, Windows 7, Citrix compatible
Use Ext. Mobility WSUse RIS WS
TSSO architecture
https
CUCM publisher
TSSO
http
s
CUCM subscriber
CDPLLDP
Extension Mobility, Seviceability, AXL SOAP
CDP or LLDP capture
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
IPS Smart Pickup Group
Displays calling party’s infoAgent can select the partyAgent handles multiple callsCalls and Agents statistics
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Quick Num Plan
Manage CUCM dial plan rangesSynchronized with CUCMSearch available and least used numbersReport dial plan usage
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Save Extension Mobility users statusLogout all or selection of the IP PhonesLogin again IP Phones
Delog-Relog
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
CUCM Database management tool – advanced userTables contentsAssisted QueryExportBatch update
CUCM Query
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Generates random PIN code / password and sends an email to CUCM users
Check PIN code expiration date
Check non trivial PIN code / password
PIN code Manager
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
When a call is not answered send an email to the user called
For a hunt group send the email to the supervisorCheck conditions :
Initialy called numberForwarded on no answerForwarded to voice mail
Missed Calls Email Alerter
![Page 64: Telisca products presentation](https://reader030.vdocuments.us/reader030/viewer/2022013102/55854cdfd8b42a0a3a8b4915/html5/thumbnails/64.jpg)
www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Popup Web or Rich client CRM applications,Run independently from call center application,Popup on ringing, answer or dialing,Reformat calling phone number,Call History.
IPS Framework& CTI ServerCisco CUCM
Called IP Phone
ISP
External
caller
CRM application
Desktop Popup
Desktop Popup
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
• Web Callback• IVR Callback• Agent desktop Callback
form• Handles No answer, busy• Handles group and
personal programmed callbacls
• Blending option• On going calls monitoring• Historical statistics
Callback Server
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
• Based on IPS Pager technologie• Push prayer announcement• Time of day is calculated depending of city’s
location• Take advantage of multicast IP address• Push image on IP Phone• IP Phone XML settings
• Activate• Short notification• Long notification
IPS Call to Prayer
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www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
Updates and support
•First year included in product price, •13% price for additional years,•Minor and major updates,•Level 2 and 3 support,•4 hours answer delay for priority 1 issues,•Open from 9am to 7pm, Paris time,•Email / phone / WebEx support,•Zendesk forums / ticketing tool > quickly evolving•Telisca products source code is available from ‘Agence
pour la Protection des Programmes’.