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Telisca products presentation
 

Telisca products presentation

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    Telisca products presentation Telisca products presentation Presentation Transcript

    • • 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-Eastwww.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.www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Directory applications Audio applications IP Phone XML applications IPS Global Directory Busy Alerter Callback IPS Manager Assistant TAnnounce • Web Directory • IPS Popup IPS Lock ECCI Recording Notification • Personal Directory IPS Phone Config Voice Alarm • Directory export IPS Alarm Callback Voice Callback • Corp. speed dials IPS Pager Voice Alert • Dir. Provisioning IPS Reservation Call Restrict. Override IPS Door Camera ClickNDial IPS Call to Prayer Administration tools Call center Quick Num Plan Other Delog-Relog IPS Smart Pickup Group TSSO CUCM Query Desktop Popup Missed Calls Alerter Phone Robot Callback Server PIN & Pwd Manager Maintenance & supportwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • IPS Framework, CTI/Audio Server .Net 3.5, IIS, JRE 6 Cisco Unified Win 2003 / Win 2008 Communications Manager Directories Databases Config. ClickNDial, TSSO, IP Phone Services IPS Administration, Web Directory, Desktop Popup IPS Pager, QuickAdminwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Extended and merged source directories LDAP, AD, SQL, CUCM, Exchange, Domino, Excel, Text, … Union, distinct, merge, segment Reformat phone numbers Ease search from IP Phone SMS, T9 search mode, Touch screen keyboard, Up to five search fields, Up to four phone numbers per contacts, Detail contact form T9 predictive searchwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Active DirectoryLDAP, CUCM, Text CUCM Translation patterns Corp. Dir. Export / Provisioning Speeddial Exchange Domino Web Directory Personal T9, Cius Directory IPS Popup Ts keyboard Outlook Notes IPS Global Directory Light Active Directory, LDAP, CUCM, OLEDB, ODBC, Public Exchange Folder, Domino, Excel, Text, XMLwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • IPS Global Directory client for Androidwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Search and dial from a Web interface •Multi language •Themes •Auto complete search •Dialer •Jabber integration comingwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Synchronise Outlook or Notes address book Synchronise directly on Exchange and Domino Personal Exchange Directory Replicated and crypted Domino Address books IP Phone Web Directory XML application Exchange 2007, 2010 Notes 8, 8.5www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Display calling contact detail Reverse lookup Reformat phone number or search on last digits Display up to 6 lines of contact infowww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Export/synchronization : AD, LDAP, text CUCM provisionning : User, device profile, line Active Directory Active Directory, LDAP LDAP IPS GlobalExchange Folder Directory Domino Databases SQL Server, OLEDB, ODBC Text file CUCM Text, Excel, XML fileswww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Provisioning CUCM : End User, device profile, Line Provisioning CUC : Voice mail account Active Directory LDAP IPS GlobalExchange Folder Directory CUCM Domino • Users • Device Profile Databases • Line SQL Server, OLEDB, ODBC Unity, Unity Connection CUCM Text, Excel, XML fileswww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • • 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,www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • CIUS clientwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Customers’ preferred Click to Call and directorywww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • • 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,www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • 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 www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • • 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 … Adopted and enhanced by top French Major AFP Dassault Mondial Assistance accounts AMF EADS Pacifica BNP Paribas EDF Production Praxis Servier Bouygues Immobilier EDF Energies Nouvelles SILCA BPCE GDF Suez TECHNIP Crédit Agricole Intespace Total France CCI Toulouse L’Oréal France Total USA Comete L’Oréal Hong Kong Vuitton CR Pays Loire Mairie de Rodezwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • User experience Application menu and shorcuts to : consult Mgr, transfer , Redirect to Mgr Call, monitor, pickup Manager’ line Filter status and toggle Associated Managers detailed statuswww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Status banner’s icons KEM with BLF Forward to Forward to personal Monitor and voicemail number filtering Other assistants BLF Filtered by other Filtered by ourself assistantwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Assistant ’s IP Phone Manager’s IP Phone User interface available in English, German, Spanish, Frenchwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Web interface Additional speed dials Can fit in CUPC tab Supported on CIUSwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Features list 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 dials Up 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,www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Features list 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 Manager Support 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.www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Hot Standby fault tolerance modulewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • • 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 • Lock phone • Edit BLF • Change PIN code • Line group login/logout • Clear call history • Change languagewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • User set an alarm on his phone Phone number to call or reminder On scheduled time a popup is pushed to phone Popup is pushed again until validation or abortwww.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. IPS Pager Push Cisco Unifed CallManager 239.0.0.0 P RT Multicast IP address Send message Send message & push to talkwww.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.www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Display image of person ringing on IP Phone Open the door from the IP Phone Support SIP or legacy Door Openers/camera Door SIP door opener With embededcamera Cisco CallManager IPS Camera server ASP.Net, IIS, JRE Win 2000, Win 2003 Camera Client IPS Phones 7921, 7925, 7941, 7961, 7942, 7962, 7945, 7965, 7970, 7971, 7975, 8961, 9951, 9971www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Informs caller when the called party is on linewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • • 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 Audio notification • To ring the phone Busy Alerter • To set automatic callbacks Cisco CUCM Java, ASP.Net, IIS Win 2000 ou Win 2003 External caller Calling IP Phone Called IP Phone (multiple calls)www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Play an announce, while ringing the destination phonewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • • 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-mailwww.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.www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Enter the Voice Alarm alarm’s time Audio server to program an alarm on 4 digit Enter alarm hour with dtmf code Hour confirm by vocal message, Repeat calls until the party answers Voice Callback Audio server to program automatic callback for busy/no answer line DECT phones, analog phones, Type 1 to set SIP basic IP Phones, an automatic 6901, 6911, callback External callers.www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Calls multiple destinations, plays audio message, ...www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Alert CTI ports Dial CTI ports Call Authorized DN ATA 186/188 HandlerWebRelay, Modbus/TCP HTTP Serv. Socket Handler Appl. Authorized IP Relaywww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Features list Triggers mode Destinations Call directory number List of directory numbers Check authorized calling number List of IP Phones Plays audio message (G711) List of device pools Confirmed by DTMF code List of location Acknowledge audio message List of Calling Search Spaces Dry contact with ATA 186/188 List of IP address prefixes IP dry contact (WebRelay, Modbus) Extension Mobility sup:port HTTP request Directory numbers updated while calling Check authorized requesting IP address Broadcast or top down IP dry contact (WebRelay, Modbus)www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Features list Call treatments and recycling Monitoring and reliability Alert CTI Port display name URL to monitor application status Plays alert audio message (G711) Control screen displays Voice Servers status Retry on no answer Control screen displays alerts status Retry if not listen a minimum duration Alert detail status, with failed cause Retry if no valid DTMF code entered Alert simplified logs Drop calls forwared to extenal destinations Hot Standby fault tolerant server Override IPSMA fillter Drop current call on busy line Maximum retry parameter Delay between retries parameterswww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Performances 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 39www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Sizing Processor RA Bench. # vCPU # CTI Ports M passmark 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 500www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Creates a pool of dial Cti ports Alert CTI ports parameters, created automatically for each alertwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Voice Server status Simplified execution logswww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Current alert status, stop command Result of alert by IP Phone/destination, with failed causewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Plays help message CTI ports Attendant (authorized DN) Call Restr. User Override Hit DTMF: number to call Eventually adds * : clear external and # : dial international prefixwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Attendant CTI ports (authorized DN) Busy Call Restr. User Overridewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Automate Extension Mobility login from the PCwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Extension Mobility automatic login Login when opening Windows session Logout when closing Windows session Logout when session locked or hibernate Logout (by CUCM) a defined time Run an external application (Agent Desktop) on login, logout, … Getting CUCM userId : Use Windows login as CUCM userId Search CUCM userId by Windows login on a LDAP or AD directory Ask 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 number Login on last IP Phonewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • PC application Run on .Net 1.1, 2.0, 3.5 Run on Windows XP SP2/SP3, Windows 7, Citrix compatible CUCM publisher CUCM subscriber Load balancing on primary and backup CUCM servers Extension Mobility, Seviceability, AXL SOAP Use Ext. Mobility WS TSSO Use RIS WS CDP or LLDP capturewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Displays calling party’s info Agent can select the party Agent handles multiple calls Calls and Agents statisticswww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Manage CUCM dial plan ranges Synchronized with CUCM Search available and least used numbers Report dial plan usagewww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • Save Extension Mobility users status Logout all or selection of the IP Phones Login again IP Phoneswww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • CUCM Database management tool – advanced user Tables contents Assisted Query Export Batch updatewww.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 / passwordwww.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 supervisor Check conditions : Initialy called number Forwarded on no answer Forwarded to voice mailwww.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 ISP Cisco CUCM & CTI Server External caller CRM application Desktop Popup Called IP Phonewww.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 statisticswww.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 notificationwww.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE
    • •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’.www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE