Transcript SAMwin.CBC 4.5 with soft client operator

SAMwin.innovaphone operator
SIP Console for Innovaphone
SIP Console - Features
• ACD functions
• Busy Lamp Field (BLF)
• Automatic greeting
• Malicious call recording
• E – Mail, texting (SMS) and
push message to telephone
set
• Call Park
• Music on Hold, individual
queue announcements
• Multiple directories and
LDAP synchronization
• Easy and intuitive operation
Live part
Live part
The concept -SIP
SIP soft client operator
SIP
SAMwin.CBC 4.5 with soft client operator
SAMwin operator is using a PC headset
SIP Trunk is used for signaling and media stream
The concept -SIP
SIP phone client operator
SIP
CTI
SAMwin.CBC 4.5 with phone client operator
SAMwin operator is using the innovaphone telephone hardware
SIP CTI is used for communication to the operator console telephone set
The concept -SIP
SIP busy lamp field
SIP
CTI
SAMwin.CBC 4.5 with busy lamp field
SAMwin operator is using the busy lamp field
SIP CTI is used for collecting busy information and redirect status
SAMwin flexibility
SAMwin.CBC 4.5 SIP console scales
from single console and single site
installations up to international
multi site and multi PBX networks.
-Single console
-Multi console
-Single PBX
-Multi PBX
-Virtual teams
-Virtual queues
-Resilient Mode
SAMwin flexibility – Single softphone client
Operator unit
SAMwin flexibility-Single telephone console
Operator unit
SAMwin flexibility – Multiple consoles
Operator unit
Operator unit
SAMwin CBC
Server
Operator unit
SAMwin flexibility – Multiple SIP trunks
Operator unit
Operator unit
SAMwin CBC
Server
Operator unit
SAMwin flexibility – Multi site
Operator unit
Operator unit
SAMwin CBC
Server
Operator unit
Operator unit
SAMwin flexibility – Multi SAMwin server
Operator unit
Operator unit
Operator unit
SAMwin CBC
Server
Operator unit
Operator unit
SAMwin CBC
Server
SAMwin flexibility –Virtual teams
TEAM - A
Operator unit
Operator unit
Operator unit
SAMwin CBC
Server
TEAM - B
Operator unit
TEAM - C
Operator unit
SAMwin CBC
Server
Pricing and Promotions
SAMwin.innovaphone operator
Limited to simple queue configurations
Limited voice features (recording, automatic
greeting)
No multi customer, multisite support
No multi SIP support
Unlimited extensions
Enterprise Edition
Full functionality
Extension and console based licensing fee
Presence Management
•SAMwin Presence
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Operator can set and view presence
state from the switchboard
Users can set and view presence state
from a web client
Integration of MS Outlook and Lotus
Notes calender
•innovaphone Presence
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Telephone status (idle, busy, dialing,
ringing, forwarded) is collected via SIP
or TAPI and presented to the operator
in list view and BLF
•Microsoft OCS Presence
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Full integration of Microsoft OCS
Native support of OCS with direct
connection to the mediation server.
OCS Integration
PBX
SAMwin SIP Server
Microsoft OCS Server
Traditional telephone
based desktop
Tel. set
OCS Client
PC based desktop or
wireless device
SAMwin.CBC 4.5 SIP capabilities
Innovaphone PBX and Microsoft Office
Communication System
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Dual desktop
Tel. set
OCS Client
Attendant console
SAMwin Client
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Enhances the VoIP PBX operator and call
center capabilities.
Communication to both systems is SIP, behind
the PBX proprietary.
All available SIP information's are collected
and used.
Supervisor Module
SAMwin Supervisor Module is a Web
application for reporting
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Efficiency of operators
Workload of operators
Congestion and overload situations
Detailed call information
Call waiting time analysis
Operator Login and Logoff times
Queue arbitration and queue
workload
SAMwin Supervisor Module is a SAMwin
add on
SAMwin© is a registered trademark