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ConnectXions Horizon Hosted Telephony Integration Overview

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Enhance your business' overall communications with a range of IP connectivity products and Hosted Telephony systems. It's simply connectivity you are looking for to replace or provide an alternative …

Enhance your business' overall communications with a range of IP connectivity products and Hosted Telephony systems. It's simply connectivity you are looking for to replace or provide an alternative to your ISDNs.
Contact Details;
t: 0203 004 6663
e: sales@connectxions.co.uk

Published in: Technology

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  • 1. Horizon Hosted Telephony
  • 2. Horizon April 2014 Release - Introduction • This document intends to set out the new features and functionality introduced in the April 2014 release. • Although this is a detailed document, it is not intended to be a user guide for the features it covers. • This document, however, looks to highlight new features, functionality and portal screens
  • 3. Horizon Integrator & Integrator CRM Integrator • Integrator is a powerful piece of software that all allows a user to control their Horizon service from their desktop without having to log in to their Horizon portal or navigate through phone menus. • In addition, the software integrates with a user’s Outlook program making contacts easily accessible and dial-able from Outlook and the desktop. • Accessing key features and settings becomes very quick and easy, and finding and dialing contacts very fast - helping users to work more efficiently and be more productive. • Telephony presence (with Click to Dial) is also provided for up to 20 work colleagues, definable by each user.
  • 4. Horizon Integrator – Key Features Key features provided are: • Click to Dial from Outlook ® • Screen popping from Outlook ® contacts and Horizon Company Directory • Click to Dial from web pages • In-call control features – hang up, hold, deflect, consult and transfer • Desktop feature control – Do Not Disturb and Forward All Calls • Desktop Address with Click to Dial (searches Horizon Company Directory and Outlook Contacts) Desktop Call History • Desktop Recent Call Search • Telephony Presence (with Click to Dial)
  • 5. Horizon Integrator CRM Integrator CRM • Integrator CRM provides the full functionality and associated benefits of Integrator, as well as providing integration with 20 of the top CRM systems in the UK market today. • The additional CRM functionality provides screen popping and Click to Dial from the chosen CRM and integrates it with the Desktop Address Book with Click to Dial.
  • 6. Supported CRMs CRM Versions Supported eGroupware 1. – 1.8 GoldMine 5.5 – 9.2 LDAP N/A Lotus Notes 7 - 8.5 Maximizer 9 – 12 Microsoft Access 2000 – 2013 Microsoft Dynamics CRM 3, 4, 2011 & Office 365 Microsoft Dynamics NAV 4, 5 & 2013 Microsoft Outlook 32 bit 2000 – 2013 Microsoft Outlook 64 bit 2010 – 2013 National Directories Eniro (SWE) tel.searcg,ch (SWI), Infobel (BEL) NetSuite 11 Sage 50 Accounts (UK Edition) 2008 – 2013 Sage 50 Accounts (US Edition) 2012 – 2013 Sage Act! 2008 – 2013 Sage CRM 7.0 – 7.1 Sage SalesLogix 7.2 – 7.5 Salesforce Enterprise Sugar CRM 5.0 – 6.6 SuperOffice 6.1 – 7.1 vTiger 5 Zoho 4
  • 7. Features Desktop Tray The application appears in the user’s desktop tray where all features of the application can be used and managed: Right click →
  • 8. Features Phone Window and In-Call Control Control both inbound and Outbound Calls and view contact from the Phone Window: Double Click →
  • 9. Click to Dial Click to Dial – Outlook Find a contact and dial from the Outlook program directly. Additionally, the user can • Click to Dial – Quick Dial / Search In the desktop tray, type the number to dial, or a name of your contact. Typing a name will launch the address book search function and perform the search immediately. • Click to Dial – Recent Calls Click to dial instantly from a list of recently made/received calls • Click to Dial – Call History This is an extensive list of previously made/received calls. Click to dial or pop the contact if recognised by the application. • Click to Dial – Web Page Dialing Support for various browsers including I.E, Google Chrome, Mozilla and Safari.
  • 10. Presence Presence with Click to Dial Monitor up to 20 extensions defined by user. Make calls and transfer calls to colleagues. This is very similar to Business Lamp Field functionality!
  • 11. Desktop Softphone • This desktop client allows user to make and receive calls from their PC (using an appropriate headset), as well as quickly accessing key settings for their Horizon service. • This is an ideal bolt-on for users who often work remotely; work from different locations where it is not practical to install a handset or who are regularly on the move with access to WiFi (e.g. hotel stays). • In addition to the above the softphone also provides presence and instant messaging between users who also have a softphone (or smartphone app).
  • 12. Key Features • Make and receive calls • Instant messaging and presence (includes Group Chat with up to 4 participants) • Horizon company directory (with Click to Call from softphone or desk phone) • Call history (with Click to Call from softphone or desk phone) Desktop dialer • Settings management – Twinning – Remote office – Forward calls – DND – Withhold my number • In-call handling – call park, transfer, hold and conference • Call Pull (pull an active call from another device)
  • 13. Home Screen Home screen / Contacts At the home screen a user can: • Set their IM presence • Browse to other areas of client • Search their contacts • Make a call Please note that presence of monitored parties is only available where the client is logged in.
  • 14. Home Screen Making and Receiving Calls Calls can be made from the keypad or directories/ contacts, either using the client or instigating click to dial for an attached IP Phone. • Incoming calls can be controlled through the simple pop up. • Once answered all in call services are available.
  • 15. Home Screen Directories Full company directory is available. Incoming calls are tagged where contact is known. Directory can be searched by simply typing in a contact name.
  • 16. Additionally . . . • Contacts List A user’s contact page will show a list of contacts who have accepted a share request. Once accepted a user can then see their status as well as quickly sending them instant messages, or dialing without searching the full directory • Sending Instant Messaging IM’s can be generated to any contact who has accepted contacts invite both for external and internal contacts. Messages are displayed through pop ups or notifications when sent. • Conference Chat Send IMs to up to 4 different contacts in a conference • Call Control Features Call control features can be accessed through the client software by selecting the setting icons. Settings adjusted will update in real time on both the clients and Horizon web interface. • In-Call Control Features When a call is in progress a number of features can be driven from the open dialogue box • Call History Call Reporting is available showing all calls delivered and made to the user account; filters can be applied; further action can be taken to call contacts back.
  • 17. Application Examples Flexible Working with Increased Productivity • Using the client as a softphone allows you to connect any desktop or laptop device to the Horizon service, using an additional headset (not supplied by ConnectXions) that is compatible, or the devices microphone and speaker function. • This enables a traditional office worker to remove the traditional handset on their desk, and assists in lowering the cost of entry, or providing a connection where a handset wouldn't usually exist.
  • 18. Application Examples (contd.) Mobile Worker • The mobile worker is a good example of where a softphone capability can be used, ensuring that a user who is out of the office or moves between them on a regular basis, can simply use their laptop for both computing and telephony purposes. • This enables the user to work from anywhere with an adequate internet connection and additional headset if required, and always remain in touch, and part of the company's telephony management. It also ensures that call charges are always billed back to the company, and as it utilises an IP connection ensures there are no high call costs as you may expect if say you were working from a hotel room or international office.
  • 19. Application Examples (contd.) Site Office • Site offices can range in size and complexity as well as length of time they are deployed. In some cases a site office may well be positioned within a warehouse or plot, or in others may well be portakabin on a new build or event. • The soft client in this case allows you to utilise existing Wi-Fi or mobile connections that are already there, so that a user can avoid sizeable costs from installation or lengthy contracts, as well as getting a high quality solution deployed in a very quick timeframe. It can also ensure that this site office also remains part of your overall Horizon installation, and remains under the management of a centralised IT team or contact.
  • 20. How does the client work? It is useful to understand how it will interact with your existing Horizon service. • The application is a bolt on for access to the desktop client and is added to your user account This will ensure your user account is shared over your IP phone, your desktop client, and mobile client if applicable. Your existing user account can in theory be used by up to 4 devices, enough for an IP phone, a desktop soft phone, a mobile softphone, a tablet softphone. • In short this means that if a call is delivered to your user account, it will access all clients attached to the service, as well as your IP phone, allowing you to take the call through a device of your choice. • It is therefore key to remember that if you don't want to be contacted on the Horizon client say on your desktop, but do want your IP phone to ring, that you simply log out of the client rather than implementing say, Do Not Disturb (DND).
  • 21. Operating System Considerations • Supported versions of Windows: • No longer supported on Windows XP – Will work but if anything fails there is no ongoing development to resolve issues.
  • 22. LAN Considerations Public Wi-Fi - Network/router settings unlikely to change - Contended bandwidth - Limited/no support from Gamma Office network - Support required from IT/LAN maintainer - QoS considerations -**WiFi limited scalability Home worker - Router settings* - Enough bandwidth to handle calls? * Some residential suppliers do not allow advanced router settings to be amended (such as SIP ALG). This must be switched off for soft clients to work.
  • 23. Horizon Smartphone app – android • The Smartphone app allows a user to make and receive calls on a mobile device, as well accessing key setting for their service. • It provides all the same functionality as the desktop client, with the exception of Click to Dial and Group Chat. • This is an ideal bolt-on for users who often work remotely or who are regularly on the move with access to WiFi (e.g. hotel stays). • The earliest version of Android supported is 2.3, Gingerbread. The device must have an ARM7 CPU or better. • Currently not available on iPhone – release TBA
  • 24. POLYCOM VVX HANDSETS The following new Polycom handset models will be introduced in this release: • VVX 310 • VVX 410 • VVX 500 These phones complement the existing Polycom Soundpoint range; they do not replace them.
  • 25. Summary • The latest release represents a great opportunity to integrate with your current CRM and the ConnectXions Horizon Hosted Telephony Platform • The additional functionality is provided as a simple ‘bolt on’ to the existing user license • Provides greater flexibility in where the user is working – Remote Office – Home Worker – Road Warrior • Offers the desk based worker to monitor the presence of remote workers so they may transfer calls to them as part of the office ‘team’ • Offers enhanced call handling functionality For further information or assistance please contact your Account Manager on 020 3004 6663