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Andtek Sales Desktop Ac 4.2.1 En
 

Andtek Sales Desktop Ac 4.2.1 En

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Andtek Attendant Console and Directory

Andtek Attendant Console and Directory

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    Andtek Sales Desktop Ac 4.2.1 En Andtek Sales Desktop Ac 4.2.1 En Presentation Transcript

    • AND Desktop AC Attendant Console
    • Attendant Console Type of Information •Queue Information •Group information •Directory information •Contact information Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 3
    • Attendant Console • Deliver high-quality customer service by presenting detailed information about each caller and call. • Presence information in the Group Monitor to see if an extension is available before passing the caller on. • Operators and employes can work from home, answering and transferring calls just as if they were in the office. Fallback Queue Attendant Incoming Call Caller Console Welcome Caller Audio Availability Caller Caller Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 4
    • AND Desktop Features Group Integration • Integration of AND Phone Group Status display of group members Flexible display options Simple forwarding/redirecting/calling of members Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 5
    • AND Desktop Features Handling Calls inside a Group • Drag-and-drop for handling calls Status display of group members Flexible display options Simple forwarding/redirecting/calling of members Drag-and-drop Transfer call Double Click Double Click Call this person Pick call Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 6
    • AND Desktop Features Handling Calls inside Queue/Directory lookup Double Click 1) Pick call Drag-and-drop 3) Transfer call Database lookup 2) Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 7
    • AND Desktop Features Directory Integration • Integration of AND Phone Directory Multiple enterprise directories with one search Integration of Active Directory, LDAP, SQL, CSV, CUCM All directories on computer desktop and IP phone Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 8
    • AND Desktop Features Directory Integration – Resolve incoming Calls • Reverse number lookup −Incoming calls are resolved using AND Phone Directory −Detailed information about caller available • Information for −Own calls −Group calls −Queued calls Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 9
    • AND Desktop Outlook Add-In Integrate MS Outlook Contacts • Dial directly from MS Outlook Contacts • Multiple number entries supported • Aclook: Add-In to MS Outlook Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 10
    • Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 11
    • Attendant Console ACD (Automatic Call Distribution) • Multiple ACD queues available • Simple login/logoff • Available • Break • Unavailable • Vertical/Horizontal display option • Click to pick calls • Automatic fallback of calls which are not picked by destination Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 12
    • AND Phone Directory Corporate Directory Integration
    • AND Phone Directory Corporate Directory Integration • Integrates corporate directories to increase phone number search and speed up dialing • Complete set of directories and databases to be incorporated into the UC environment Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 14
    • AND Phone Directory Overview What can be achieved with AND Phone Directory ? • Simple search form for users −One search for multiple directories/types • Integration of corporate directories −Integrate existing directories – Active Directory, Oracle, … • Additional information on incoming calls −All information from corporate databases/directories • Single source of corporate data on every platform −Using data on IP phone, web browser, computer, … • Ease of use / administration / maintenance Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 15
    • AND Phone Directory Features One search form for multiple directories • Completely transparent for users • Multiple directories with different types • Flexible attribute mapping AXL Directory First Name Last Name 1. Single search form Department 2. Search is executed once Title 3. All applied directories are searched Building 4. Results are merged and displayed 1 Active Directory First Name Last Name Company Assistant Home Address 3 SQL Database First Name 4 Last Name Corporate ID Project ID 2 Last Access Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 16
    • AND Phone Directory Features Grouping of Directories • Group multiple directories and directory types −Transparent for users – just one search form • Multiple phone numbers to dial • Flexible field types for searching • Phone Number Modifications SQL SQL CUCM Active LDAP Directory 1 Directory 2 Directory Directory Directory Group 1 Group 2 Group 3 Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 17
    • AND Phone Directory Features Automatically Resolving Incoming Numbers • Resolve incoming numbers automatically • Search in multiple directories and databases • Send caller information to phone display LDAP AD SQL ASCII CCM AXL Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 18
    • AND Phone Directory Features AXL Directory • Access user database and personal directories • Communications Manager 5.x and 6.x • Directory usable for AND Communicator as well LDAP SQL CSV AXL Users, Personal Directory Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 19
    • AND Phone Directory Features AXL Directory Usage • Create personal group directories • Consolidate multiple CCM cluster directories • Use personal directories on the PC Cluster 1 Call Cluster 2 Manager Personal Call Directory Manager Personal Directory Call Manager Personal Call Directory Manager Call Personal Manager Directory Personal Directory Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 20
    • AND Phone Directory Features Microsoft Exchange Integration • Integrates with MS Exchange 2000/2003 and 2007 • Access to MS Exchange contacts Microsoft Unified Exchange Communications Manager WebDAV AXL Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 21
    • AND Phone Directory Features ASCII Directory • Import ASCII, CSV files into APAS • Export ASCII directories into CSV files • Personal directories for users Fields Joe, Doe CSV AXL CUCM Joanne, Z Richy, Go Max, Rein Ann, Suan HTTPS Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 22
    • AND Phone Directory Features ASCII Personal Directory • Completely phone or web based • Centrally managed • Extension Mobility support AXL HTTPS Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 23
    • AND Phone Directory Features Web Directory • Directory accessible through web browser • WebDialer integration to dial immediately • Transparent integration of multiple directory types − LDAP, Active Directory, CCM Directory − SQL, MS SQL, mySQL, Oracle, postgre • Flexible attribute matching LDAP AD SQL ASCII CCM AXL Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 24
    • Christopher Morris Key Account Manager CA,US and UK Phone (US): +1 919 277 8572 +1 408 731 6884 Phone (EMEA): +49 811 95949 644 Mobile: +49 151 23565377 cmorris@andtek.com www.andtek.com linkedin.com/pub/christopher-morris/13/426/283 Twitter.com/ccgmorris Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 25