Transcript EVERY CALL MATTERS

The Intelligent Solution
KX-TDE600 Pure IP Telecommunication System
EVERY CALL MATTERS
Agenda
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Introduction
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KX-TDE600
The Intelligent Solution
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System Overview
• KX-TDE – Converged Solutions
• KX-TDE600 – Deployment
Product Proposition
Key Business Applications
System Capacity & Overview
Business DECT
Business Applications & Solutions
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KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
KX-TDE600 Converged Solutions
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Smooth Migration Path for TDA customers
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Easy Migration
is the key for converged
systems today –
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• Ideal level
for
KX-TDA200 & 600
All-in-One Converged IP Platform
• Pure IP Platform, traditional telecom, and
Applications, a true converged system for
today and the future.
Easy Installation and Management
• Easy to install system cards and enable
features and applications
• Unified programming tool allows for remote
administration & maintenance.
• Communications Assistant Server-Less
Available S9
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
KX-TDE600 – Key Features
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TDE600 – Key Features
• Enhanced IP system capacity*
• Increased System IP Terminal Capacity:
• Support up to 128 System IP Telephones
• SIP Phones (no need for separate server)
• Support above 1100 users
• New Terminals Supported
• NT400 Application Enabled IP Network Telephone
• New DECT Models
• KX-TCA175 KX-TCA275 phones
• KX-NCP0158 IP Cell Station
• ESVM Music-on-Hold built-in
•
Benefits
• Stronger Portfolio Solution
• Able to better meet customer requirements
•* Version
Unified
Converged Solution with Applications
3.0 Software
KX-TDE600 v3.0, July 2009
KX-TDE600
EVERY CALL MATTERS
KX-TDE600 – Key Features
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TDE600 – Key Features continued
• System Feature Enhancements
• High quality Music-on-Hold sound file support
• Built-in as standard*
• Group Conference Mode with Meet me
functionality for external parties connecting via
DISA
• Common Extension Numbering (Extension
numbers can be shared between multiple
networked sites)
• Applications Support
• Built-in support for Communication Assistant
Unified Communications Application
• DECT CTI support – enabling Communication
Assistant software to work with DECT handsets
• Customer Business Applications
Communication Assistant
* Supported on new systems only
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
TDE600 Deployment
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• Multi-Site Networks
TDE600 is ideal for:
• Large Single Sites
• Factory
• Hotel
• Hospital
• Offices
• Network to multiple offices
•
Solutions with wide choice
• Mix of Digital & IP handsets
• Good range of wireless handsets
• Mobility & Application Integration
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Connect Multiple Offices
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TDE600 Solutions
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• Provide Head Office Solution
• Network to other offices
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• Connect to Branch/Home Office
over VPN/Broadband Connection
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Office
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Home Office
KX-TDE600 v3.0, July 2009
Regional Office
Sales Office
EVERY CALL MATTERS
TDE600 Office Network Solution
Corporate Office TDE600
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World Wide
Web
PSTN
VPN
Router
Managed IP Network
VPN
Router
VPN
Router
Home/Remote Office
Branch Office NCP500
= VPN Routers
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
KX-TDE600 – Modular and Scalable
Basic Shelf
KX-TDE600
2-Shelf System
KX-TDE600 +
TDE620
3-Shelf System
KX-TDE600 +
2 x TDE620
Max. System
KX-TDE600 +
3 x TDE620
608 Ports without DXDP
736 Ports with DXDP
848 Ports without DXDP
1008 Ports with DXDP
992 Ports without DXDP
1152 Ports with DXDP
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368 Ports without DXDP
432 Ports with DXDP
360 users
Single Cabinet
600 users
Dual Cabinet
900 users
Triple Cabinet
1100 users
Quad Cabinets
System Designed to growth to meet your customer future needs
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
KX-NT400 IP Network Phone
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The
KX-NT400
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an application
enabled
IP network
telephone designed for
easy
touch access
to business productivity applications
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The
KX-NT400
combines:
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• Fully featured executive IP telephone
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• Colourful touch screen interface
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Built-in Communication Assistant Application
Unified communications solution
IP Camera Integration
High quality audio (G.722) support
Bluetooth Headset support
Note:
NT400 Model (not yet released)
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Business DECT Solutions
New Models
EVERY CALL MATTERS
New DECT Handset Models
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• KX-TCA175 – Standard Model
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Good performance in a larger handset
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• KX-TCA275 – Compact Business Model
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• Smaller handset, same great features
Two New handset models:
KX-TCA 175
KX-TDE600 v3.0, July 2009
KX-TCA275
EVERY CALL MATTERS
DECT Wireless KX-TCA175 Handset
KX-TCA175 – Standard Model
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The KX-TCA175_____
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a perfect choice for users who want good
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performance in a larger handset
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Key features include:
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• DECT Handset with Headset Support
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• Large
range of PBX features
• Large Colour Back-Lit LCD
• 200 User Phonebook
• CTI Functionality (connect to applications)
Benefits
•Provide an ideal phone for general business use
•
Office staff, supervisor, meeting rooms
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
DECT Wireless KX-TCA275 Handset
KX-TCA275 – Compact Model
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KX-TCA275 DECT handset combines compact size, light
weight and durability, with a host of powerful business
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telephony features.
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Key features include:
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• DECTlevel
Handset with Headset Support
• Large
range of PBX features
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• Vibration alert & Large Colour Back-Lit LCD
• 200 User Phonebook
• CTI Functionality (connect to applications)
Benefits
• Provide an ideal phone for all business use
• managers, security, meeting rooms
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
KX-NCP0158 High Density IP Cell Station
NCP0158 IP Cell Station
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• 8 simultaneous voice channels via LAN
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• No License
required on TDE600
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• Air Synchronization
bridge w/ Repeater (A272)
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• Power supply with Power over Ethernet or AC adapter
• DHCP Client/Static Address
NCP0158
IP CS & Traditional CS cannot Coexist in the same area
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
KX-NCP0158 IP Cell Station Benefits
NCP0158 IP Cell Station
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Cost effectiveness
• Lower
installation costs, with connection ports already installed (LAN port)
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• KX-NCP0158 provides unhindered access to wireless telephony for up to
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simultaneous
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• Benefits
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Lower
installation costs, with no need for special wiring to cell stations
• Better flexibility to move cell station as business needs change
• 8 users per cell station, providing lower number of cell stations required*
• Extend to additional buildings, multiple floors with same LAN connections.
•
Compatibility
•
KX-NCP0158, compatible with KX-TDE and KX-NCP communication platforms
* Compared to 2 or 4 channel solutions
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
DECT Cell Station Connection
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KX-NCP0158 IP CS provides wireless solutions:
•Long distance installation on larger premises
•Branch offices*
• Save costs with wiring for converged voice and data networks.
Second Building
Head Office
LAN
IP Network
Campus
Branch Office
*Requires VPN Access
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Communications Assistant
Unified Business Solutions
EVERY CALL MATTERS
What is Communication Assistant
Communication Assistant
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A unified communication productivity software suite
to provides office
staff with business tools to improve
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user and team productivity.
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The application
allows:
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 Intuitive
PC based Point-n-Click telephony
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 Real-time visibility of Presence & Availability
 Microsoft Outlook® Integration
 Visual voice messaging, team collaboration
 And a whole lot more…
With Communication Assistant, businesses
can streamline their customer focused
communications with easy and intuitive
point-n-click operations.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Unified Communications Solution
Higher
productivity
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Customer Service
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Mobile
Worker
Decentralised and
Distributed Organisations
Faster
response capability
KX-TDE600 v3.0, July 2009
Remote Workers
Communication Assistant
provides Unified
Communication solutions to
customer needs
EVERY CALL MATTERS
Benefits of Communication Assistant
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Easy toto
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contact
• Fast and efficient way to connect with customers, suppliers, and colleagues –
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improving communication efficiency.
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• Increase User and Team Productivity
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• Quick, efficient lookup of customer information and speeds up person to
person
and team communications and collaboration.
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•
•
Rapid Team Management
•Quickly view team member's communication
•activities and view vital statistics.
Empower Mobile Work Force
•Leverage IP and wireless technologies to
provide anytime, anywhere access to corporate
communications.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Communication Assistant – User Modes
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Basic
Point and click telephony – idea for application connectivity & dialing

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Mode: Pro
Communication Assistant UC Clients can be installed in three different modes
depending on the set of features required.
Intuitive point and click telephony – fully featured with real-time
presence
indication.
 Deployment type: [Server-less] or grow to [CA Server]
Mode: Group Supervisor
supervisors to easily monitor and manage telephony activities
of For
group members.
 Deployment type: [Server-less] only
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Supported Telephone Terminals
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No.
Telephone
Type text
Use
with CA
1
Digital_____
Proprietary Telephone

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(DPT)
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2
IP level
Proprietary
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Analogue
Proprietary Telephone
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(APT)
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IP Softphone
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Recommendation
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5
DECT Portable Station (PS)

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6
Single Line Telephone (SLT)

-
7
SIP Extension

-
X Not Available
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
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Communication Assistant – Client UC Applications
QUICK OVERVIEW
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Communication Assistant – Basic
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Intuitive
point
and Master
click _____
telephony
–____
withstyles
limited
capacity
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• Users presence and availability is only shown when clicked
(phonelevel
status and presence icons in main window appear
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only as grey)
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•Fifth
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limited
in the number of
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•
contacts and call history
entries
• 10 contacts
• 10 call history entries
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Communication Assistant – Pro
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status is shown in real
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time – as any contact’s phone status or
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availability changes
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• Intuitive point and click telephony – fully
featured client software
• Easily change your presence indication
from default settings or define new
presence states - for fast and efficient
collaboration.
• Note: Presence is much more than just
absent messages.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
CA Pro – Agent Features
Key Benefits
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For informal call centre agent operations,
CA Pro users
can log-in/log-out of ICD
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Groups.
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In addition to all the CA Pro features, this
enables thelevel
agent to access system
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features to:
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– View
all ICD groups the user is a
member of, with Login/Logout status
– Log-in to selected ICD / or all ICD
groups the user is member of.
– Log-out from selected ICD / or all ICD
groups the user is member of.
– Start / End Wrap-Up to handle after call
processing.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Communication Assistant – Supervisor
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For team
supervisors
to _____
monitor text
realtime telephony activities of group
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members._____
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• Access Group Call Reports for total
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incoming calls,
average waiting time,
overflow call or lost calls.
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•
Supervisors can silently Listen-in,
Barge-in or even take over any group
call for further handling, if required.
•
Note: Supervisor mode is only
available in server-less deployments
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Integrate with Business Applications
Improve Business Efficiency
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Enable desktop applications to have point-n-click access
to business telephony
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level– e.g. Dial directly from Word,
Web pages etc using the copy and call function.
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Users can also
program a key – to automatically dial the
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selected phone number from any application.
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Integrate with Common TAPI based desktop CRM
applications
Benefits
 Simplifies communication for telephony contacts
 Increases probability of real-time
communications
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
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Communication Assistant – Server Software
QUICK OVERVIEW
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Communication Assistant Server
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• CA level
UC
Client user capacity (up to 256 users)
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• Application users can use a central common contact list
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• Application users can select presence based contact method
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• Businesses
can deploy CA in Thin Client IT environment
Communication Assistant (CA) Server is an application that provides the following
additional capabilities:
Benefits
• Provides network-wide solution for team workers on single system
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
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Intuitive Point n Click Unified Communications Solutions
ENHANCE BUSINESS PRODUCTIVITY
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Business Benefits - Scenario Index
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1.
Dial from any PC application
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2.
Pointlevel
n Click Conference Call
3.
Easy Call
Recording
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4.
Set and View Presence and Availability
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No. Business Benefit Scenarios
Link




5.
Visually Manage Voice Messages

6.
Integrate with Microsoft Outlook

7.
Easily Manage Teams

8.
Communicate with Busy Colleagues

KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Dial from any PC Application
Dial any contact numbers from any PC application
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 You have customer contact numbers in your PC application and
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you want to
quickly and easily contact the customer – without
having to manually dial the number from your phone.
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Scenario:
 You are a busy office worker using office applications on your PC
– such as Word, Email (e.g. Outlook), CRM applications, or web
based application.
Solution:
 Simply highlight the desired number you want to dial – and
select “Copy & Dial” or press the pre-programmed key as
defined in Communication Assistant UC Client.
 Your phone goes off –hook and your desired number is
automatically dialled.
 You can now focus on the conversation rather then how to call
the customer.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Dial from any PC Application
With Communication Assistant – Yes You can!
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• You can assign a special single key to expedite making the
call – e.g.
select “F8” to make phone calls.
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Procedure:
• Simply highlight the desired number you want to dial – from
any application you are using – and select “Copy & Dial”
using Communication Assistant UC Client – and you are
done!
• Your phone goes off –hook and your desired number is
automatically dialled.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Point n Click Conference Call
Point-Click Multi-Party Conferencing
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Solution:
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•Fifth
While on
the call, simply select the Conference Call
Scenario:
• While talking with a customer – you want to
conference in a project person who is working on the
customer’s project to update her on new customer
requirements.
Customer
option to initiate the conference call set up. You no
longer have to remember any complicated key
combinations, or special codes.
• You can now focus on providing better customer
service and handle your business.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Point n Click Conference Call
With Communication Assistant – Yes You Can!
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• To add more people on the conference call – simply
repeatlevel
the
steps. You can add up to eight (8) people
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Procedure
• While on a customer call – simply click on the
“Make a conference” option and then click on the
available colleague’s contact icon from the main
application window and you are done.
in one conference call.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Easy Call Recording
Point-Click Call management (Call Recording)
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•Third
You maylevel
also wish to automatically record all calls
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without having to remember to manually press a
button.
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Solution:
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• To record a call – while on the call – simply select the
Scenario:
• While on a customer call, you may want to save a
recording of the customer call – for business needs.
record to Voice Mail icon and the call is automatically
recorded to the Voice Mail system.
• The software also allows you to automatically record all
calls – if enabled.
• You can now focus on providing better customer
service and concentrate on your business.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Easy Call Recording
With Communication Assistant – Yes You Can!
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• If you prefer that all calls get automatically
recorded
– simply click to enable the
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level
_____
Procedure:
• While on a customer call – simply click on
the “Record to VM” icon and your call gets
recorded to the attached TVM50/TVM200*
Voice Processing System.
“Record to VM automatically” feature
under the Options menu.
*optional
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Set and View Presence and Availability
Check and Inform Availability with one click Presence
Click
____to__edit
____
Master
_____
text
____
styles
______
 leaving your desk for a meeting you want to make
sure that any
calls from your customers get
Second
_____
_____
level
forwarded to your onsite DECT mobile handset.
Third
____ level
_____
 You want to inform all colleagues of your presence
status to ensure
that you never miss any business
Fourth
_____
level
_____
opportunity.
Fifth
____
level
_____
Solution:
Scenario:

Select from either built-in presence settings,
edit and customise the settings for your own
needs, or create a new entry. Once modified
– simply click to select the presence settings
(e.g. In a Meeting) and with one click – all
customer calls get forwarded to your DECT
mobile extension while any calls from work
colleagues receive the Do Not Disturb indication.

With CA - you never miss any business opportunity.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Set and View Presence and Availability
With Communication Assistant – Yes You Can!
Click
____to__edit
____
Master
_____
text
____
styles
______
Second
_____ _____
level
Third
____ level
_____
Fourth
_____ level
_____
Fifth
____level
_____
Procedure:
 Simply select the presence and
availability setting you want to select
from the drop down menu, click it –
and you are done. You may select
from predefined presence settings
such as “Available”, “Urgent Only”,
“Will Return Soon”, “In a Meeting”,
“Not At My Desk”, or “Gone Home”.
 Should you need to modify a setting
select the “Modify” option and if you
need to create a new setting of your
own – simply select the “New Setting”
option, enter and update the data and
press OK to submit.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Visually Manage Voice Messages
Visually Manage Your Voice Mail Messages
Click
____to__edit
____
Master
_____
text
____
styles
______
• As you are about to rush out to a meeting – you notice that you
Second
_____
_____
level
have multiple
voice messages but only have time to listen to the
important ones from your customer.
Third
____ level
_____
• You want to share any important voice message by forwarding it as
Fourth
_____
level
_____
an email attachment
to work colleagues.
Fifth
____level
_____
Solution:
Scenario:
•
With Voice Mail Assistant for CA, Unified Messaging is built-in.
Simply click on the Voice Mail icon to connect to the TVM voice
mail system, and you are presented with a visual list of all voice
messages you have received.
•
Simply click on the message that you want to listen to – and if
required, download the messages to your PC – for forwarding to
colleagues via email.
•
Focus on what is important to you and never miss any business
opportunity.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Visually Manage Voice Messages
With Communication Assistant – Yes You Can!
Click
____to__edit
____
Master
_____
text
____
styles
______
• To check for your voice messages, click on voice mail icon
Second
_____
_____
level
and then select
the “Call Voice Mail” option.
____
level
_____
•Third
The Voice
Mail Assistant window will pop-up – allowing you
to visually see all your voice mail messages and giving you
Fourth
_____
level
_____
the opportunity
to select the ones you would like to play.
____
level
_____
•Fifth
The software
also allows you to:
Procedure:
•
•
•
•
•
•
Play and pause messages & Skip messages
Change message playback speed
Delete messages
Download the message to your PC
Send messages via E-mail
Call the person who left the message
Benefits –Improve Productivity
• Quickly and easily make contact with customer and
colleagues, quicker and faster when out of the office
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Integrate with Microsoft Outlook®
Use MS Outlook® to dial / answer calls
Click
____to__edit
____
Master
_____
text
____
styles
______
• You use MS Outlook as your preferred PIM and want to dial all your
customer contacts
from within MS Outlook .
Second
_____
_____
level
Third
____ level
_____
Solution:
•Fourth
Simply use the
built-in Outlook Toolbar and it allows you to dial/answer
_____
level
_____
calls from within MS Outlook .
Fifth
____
level
_____
• If a call comes in from a contact that is already registered in your MS
Scenario:
®
®
®
Outlook® contacts, the application can even pop-up the relevant contact
details allowing you to improve customer service.
•
Focus on providing better customer service and handle your business.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Integrate with Microsoft Outlook
With Communication Assistant – Yes You Can!
Click
____to__edit
____
Master
_____
text
____
styles
______
• To use Outlook to make and
Second
_____
_____
level
receive calls,
simply use the
Outlook toolbar that comes with
Third
____
level
_____Assistant.
Communication
Fourth
_____ level
_____
• You can either enter a number in
the dial
field and press “Enter” to
Fifth
____
level
_____
dial, or select a contact from your
Procedure:
Outlook Contacts list and right
click to “Call Contact”.
• When you receive a call, you can
also answer the call from within
Outlook toolbar by pressing the
“Answer” button.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Easily Manage Teams
Visually Manage Your Team with point-n-click
Click
____to__edit
____
Master
_____
text
____
styles
______
Second
_____ _____
level
Third
____ level
_____
• You may wish to silently “Listen-In” to a call to make
sure that alevel
customer call is being properly handled by a
Fourth
_____
_____
new employee.
Fifth
____level
_____
Scenario:
• You need to manage a team of agents and want to easily
keep an eye on how they are handling customer calls.
Solution:
• Focus on managing your team and easily handle your
informal call centre to provide better customer service.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Easily Manage Teams
With Communication Assistant – Yes You Can!
Click
____to__edit
____
Master
_____
text
____
styles
______
• Simple run Communication Assistant
Supervisor and
use it to easily and visually
Second
_____
_____
level
manage your team.
Third
____ level
_____
• The Current Member Status shows you
status of all team members in real-time.
Fourth
_____
level
_____
• The Group Call Report section shows you
Fifth
____
level
_____
total incoming
calls, average waiting time,
Procedure:
overflow call or lost calls.
•
Select a member – and you can log them in
to the group, or log-out – if needed.
•
As a supervisor, you can silently Listen-in, or
even – take over the call for further
handling, if required.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Communicate with Busy Colleagues
Quickly communicate even when colleagues are busy
Click
____to__edit
____
Master
_____
text
____
styles
______
• As a secretary you want to inform your boss who is in a
meeting that
a guest has arrived and is waiting – without
Second
_____
_____
level
having to disturb your boss.
Third
____ level
_____
• You may also need to contact a work colleague to ask a quick
question – but
they are on another call.
Fourth
_____
level
_____
Solution:
Fifth
____level
_____
Scenario:
•
You can now chat with your boss or work colleagues from
your computer – without having to disturbing them – if they
are on a phone call.
•
The software also allows you to escalate from a chat to a
phone call – with the click on a button.
•
Make office communications – quick and efficient, and focus
on providing better customer service.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Communicate with Busy Colleagues
With Communication Assistant – Yes You Can!
Click
____to__edit
____
Master
_____
text
____
styles
______
Second
_____ _____
level
Third
____ level
_____
Fourth
_____ level
_____
• You can now communicate with your work
colleagues
using short text messages.
Fifth
____
level
_____
Procedure:
• Simply click on the contact icon for a colleague
who may be busy on a phone call – but is
online and click the “Start Chat” feature
button.
• While on a Chat, if you want to escalate the
communication from a Chat to a phone call –
simply click on the green dial icon within the
chat window.
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS
Click
____to
__edit
____
Master
_____
text____
styles
______
THANK
Second
_____
_____
level YOU
Third
____ level
_____
Fourth
_____ level
_____
Fifth
____level
_____
KX-TDE600 v3.0, July 2009
EVERY CALL MATTERS