The AND Desktop Attendant Console allows operators to view queue and contact information to better handle incoming calls. It displays presence information to see if extensions are available before transferring calls. Operators can also work remotely from home while answering and transferring calls. The console provides detailed caller information through integration with directory services to identify callers.

2. AND Desktop AC
Attendant Console

3. Attendant Console
Type of Information
•Queue Information
•Group information
•Directory information
•Contact information
Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 3

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. Pres-ID © 2008 ANDTEK GmbH, All rights reserved. 11

12. 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

13. AND Phone
Directory
Corporate Directory Integration

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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