Transcript ca auto attendant module training presentation

Training Presentation
Poltys CA
Auto Attendant Module
Benefits
Offload a large amount of
operator-assisted calls and
maintain a high level of customer
satisfaction and retention
Reduce their overall operating
costs
Efficient Call Routing
Eliminates Missed Calls
Increase in Service Efficiency
Scalability, scales up easily
Improves Customer Satisfaction
Available 24/7, no over-time pay
TDE, NCP and NS1000 series PBX
Auto Attendant Module – Presentation Content
Configuration
Features
Overview
TDE, NCP and NS1000 series PBX
Chapter 1
OVERVIEW
Overview
Works with CA
PRO/Supervisor/Console
Multi Language GUI
Multi Language Voice Prompts
and Voice Recognition
Uses ASR (Automatic Speech
Recognition) and TTS (text to
Speech) embedded in the MS
Server 2008/2011
Preinstalled on Poltys Appliance
Connects the caller to the
intended recipient by speaking
the name or by entering the
extension number
TDE, NCP and NS1000 series PBX
Use Case – PBX mode
Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mail
Inbound Calls
Agent
ed Pay
messa
ge
No
Answ
er –
Retry
CA Client
later
Customers
CA Client
Agent
CA + TDE/NCP/NS1000
Customers
Call Every
Entry in
the List
Answer All Calls
SIP
Play Custom Greeting Message(s)
Recognize Name or dialed extension
Poltys Auto Attendant
Appliance
Customers
Poltys Appliance acts as
3'rd party SIP Extensions
Transfer Call to appropriate extension
or Voice Mail
Use Case – CA Server
Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mail
Inbound Calls
Agent
ed Pay
messa
ge
No
Answ
er –
Retry
CA Client
later
Call
answ
ered Pay
messa
CA Client
ge
No
Customers
NCP/TDE/NS1000
Agent
Customers
Answer All Calls
SIP
CA Server
Customers
Call Every
Entry in
the List
Play Custom Greeting Message(s)
Recognize Name or dialed extension
Poltys Auto Attendant
Appliance
Poltys Appliance acts as
3'rd party SIP Extensions
Transfer Call to appropriate extension
or Voice Mail
Appliance
Poltys Appliance
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CA Auto Attendant Module comes preinstalled and preconfigured on the Poltys Appliance
Benefit for End User – Easy to support remotely, easy to replace
Benefit for Dealer – Easy to install, configure and connect to Panasonic PBX
Appliance
Micro
Chassis
Specifications
Ports
Intel D2700MUD 2.13 GHz Dual Core Atom D2700, 2GB
RAM, 60GB SSD Drive
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Low profile
1U, 19”
Rackmount
Sample Images
ppliance dimensions: 9” x 8” x 2.5”
Packed: 13” x 11” x 4.5 “
Packed Weight: 6lb
Max 4 SIP Ports
Quad Core 3.2 GHz I7, 4GB RAM, 250GB enterprise level
HDD, X8STi Supermicro motherboard, Low profile 1U,
19” rack mount chassis
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ppliance dimensions: 19” x 15” x 3.5”
Packed: 22” x 19” x 7 “
Packed Weight: 16lb
Poltys Appliance acts as
3'rd party SIP Extensions
Max 48 SIP Ports
Section 2
CONFIGURATION
Configure The Poltys Appliance
Poltys appliance comes with Auto Attendant Server preinstalled
Connect devices to appliance as shown below
Power up appliance, Login using MS Windows
USB
Keyboard/Mouse
LAN Switch
(same network as
the PBX)
Configure The Poltys Appliance
Poltys Appliance comes configured for DHCP server operation
Find out the network IP address of the appliance and write it down for further reference
1. Right click on the network
icon in the Windows icon tray
and select “Open Network and
haring enter” option on
Poltys Appliance
2. elect “Local rea
onnection”
3. lick on “Details”
button
4. Write down the IP Address
for further reference
Configure The Poltys Appliance
From the appliance desktop start the Auto Attendant Config application
First
language
settings
1. Double click on the
Auto Attendant Config
icon on the Windows
desktop of Poltys
Appliance.
Second
language
settings
CA Auto Attendant Module supports up to
two languages simultaneously
Configure The Poltys Appliance
The Poltys Appliance connects to Panasonic PBX over a compact range of SIP extensions
Configure the first extension and the number of extensions to be used by Auto Attendant
Modify the Default Call Parameters (Retry Count and Timeout) if desired
Modify Default Languages and the default prompts if desired
1. Set the PBX IP address.
2. Set the local IP address of
Poltys Appliance.
8. lick on “ pply” button for
changes to take effect.
3. Set the first extension and
the number of extensions in
range.
4. Set the PBX Type:
“N 1000”, “ DE” or
“N P”.
5. Set the call parameters.
6. Modify English prompts.
7. Modify French prompts.
Languages available for
Text-to-Speech engine
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English
French (CA)
French
German
Spanish
Italian
English (UK)
Manually Configure Call Transfer Extensions
Add Agents to transfer calls to Manually or by importing from list (next slide)
3. Fill in “First Name”,
“Last Name” fields.
4. Fill in “Digit” shortcut
key if needed.
6. lick on “ pply” button for
changes to take effect.
2. Fill in “Phone Number”
field.
5. Fill in “Language”
field that will be used
by Speech Recognition
engine.
1. lick on “ dd” button as
many times as needed.
“Digit” is a touchtone
shortcut key that allows the
caller to get quickly
transferred to person/ group
Import Call Transfer Extensions List
Add Agents to transfer calls to by importing from list (CSV file)
3. Select CSV file.
1. Click on “Import”
button.
4. Click on “Open”
button.
2. elect “ V
files” option.
Call Transfer List File Format
CSV file format
CSV file
header.
Languages available for
Speech Recognition engine
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1. Fill in the
“Phone
Number” to
be recognized
2. Fill in the
“First Name”
field to be
recognized
3. Fill in the
“Last Name”
field to be
recognized
4. Fill in the
“Digit”
shortcut key
5. Fill in the
“Language” to
be used by
Speech
Recognition
English
French (CA)
French
German
Spanish
Italian
English (UK)
Start the Auto Attendant Server
tart uto ttendant erver by pushing the “
R ” button
1. Click on
“ tart” button
Configuring Panasonic IP-PBX
3.4 Configuring Panasonic PBX (1)
Appointment Reminder appliance connects to Panasonic PBX via a compact range of Third party SIP Extensions.
Configure the SIP extensions range to be used with Appointment Reminder using Panasonic Maintenance Console.
(1) Install the virtual card for Poltys appliance (Third Party SIP Extensions)
elect “V-SIPEXT32” card on Web-MC. (Setup -> PBX Configuration -> 1.1 Slot -> Virtual menu)
1. Select V-SIPEXT32
2. Specify the number of cards
to be used.
Configuring Panasonic IP-PBX
(2) Select a Registration mode for Poltys appliance (Third Party SIP Extensions)
elect “Manual Mode” on Web-MC.
(Setup -> PBX Configuration -> 1.1 Slot -> Site Property -> Main Tab )
1. Select Manual
Configuring Panasonic IP-PBX
(3) Configure the extension settings.
“Match the Extension Number and the Password” on Web-MC.
(Setup -> PBX Configuration -> 1.1 Slot -> Port Property of the corresponding V-SIPEXT32 card )
1. Configure a
compact range of
SIP extensions.
The Password should be
1234
2. lick on “ pply”
button for changes
to take effect.
Configuring Panasonic IP-PBX
(4) Register the Poltys Appliance to the PBX.
Only connect the Poltys Appliance to the same network with the PBX.
1. Check that the IP address matches
the Poltys Appliance one.
(5) Outgoing Calls settings
Allow the SIP extensions to make outbound calls.
Configuring Panasonic IP-PBX
(6) Incoming Call Distribution Group Settings
o use “ uto ttendant”, group the IP extensions (Poltys Appliance) into an ICD Group.
(Setup -> PBX Configuration -> 3.5.1 Group Settings )
Then, set the FEN of the ICD group as the destination for Auto Attendant Calls.
3. Add member list.
1. Create Incoming
Call Distribution
Group for Auto
Attendant.
2. Set the
Distribution
Method to “Priority
Hunting” or “U D”.
Auto Attendant does not
work if the Distribution
Method is set to “Ring”.
Section 3
FEATURES
Starting the Auto Attendant Module
uto ttendant Module is launched by clicking on “
D Report” button in
1. Click on “ D
Report” button
2. Click on “ uto
ttendant” button
upervisor or
Pro.
Auto Attendant Call Flow
Main Script Call Flow Diagram
Transfer to Destination Flow Diagram
Select Auto Attendant GUI Language
Auto Attendant Module lets the customer to select his/ her GUI language of choice.
1. lick on “File”
menu option
2. Select
“Language”
menu option
3. Click on dropdown list buttn.
4. Select language
5. lick on “OK”
button and restart
application
Connect CA Module to Auto Attendant Appliance
CA Auto Attedant Module must be connected to the Poltys Appliance
1. Click on “ ettings”
menu option.
2. Select “Database
location” menu option.
3. Set the IP address of
the Poltys Appliance.
4. lick on “ ave”
button.
Auto Attendant Module Features
The Auto Attendant actions base on presence states can be enabled/ disabled for the current CA user
1. Toggle ON/ OFF Auto
Attendant actions
Auto Attendant Module Features
Customer can add presence states, greetings in specific language, and actions depending on the CA
presence states. The customer can transfer the incoming call to voicemail, cell phones, other
extension, etc.
Enter phone numbers first
2. Enter the phone numbers for
that will be used at transfer
actions.
1. lick on “Edit
Phones” button.
5. Click on
“ pply” button.
3. You can add as many
phones you need.
4. Click on
“ pply” button.
Auto Attendant Module Features
Add presence states, language, greeting, and actions to be performed as you need
2. Select the action you
want to perform when
CA Presence state fits
“User tate” field
2. Select the CA
Presence state, you
want to add actions to
2. Select the
“Language” used by
Text-to-Speech engine
1. lick on “ dd”
button. A new
empty item is
added to the list
2. Enter the personal
greeting that will be played
using the selected
“Language” when CA
Presence state fits “User
tate” field
3. Click on
“ pply” button.
Languages available for
Text-to-Speech engine
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English
French (CA)
French
German
Spanish
Italian
English (UK)
Auto Attendant Module Features
Auto Attendant allows the customer to record Caller IDs of the incoming calls while CA has a specific
Presence state when associated “ ction” is set to disconnect. Example:
1. Enable
Callback.
4. Click on
“ pply” button.
5. Set presence
state to “Gone
Home”.
2. Set User
tate to “Gone
Home”.
3. Set Action to
“Disconnect”.
6. lick on “ how allback” to view all aller IDs
registered while in “Gone Home” state. You can
double click on any item in the list to call back
the customer.