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Poltys CA Auto Attendant Module Training Presentation.

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Presentation on theme: "Poltys CA Auto Attendant Module Training Presentation."— Presentation transcript:

1 Poltys CA Auto Attendant Module Training Presentation

2 Benefits TDE, NCP and NS1000 series PBX 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

3 Auto Attendant Module – Presentation Content OverviewFeaturesConfiguration TDE, NCP and NS1000 series PBX

4 OVERVIEW Chapter 1

5 Overview TDE, NCP and NS1000 series PBX 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

6 Use Case – PBX mode Answer All Calls Play Custom Greeting Message(s) Recognize Name or dialed extension Transfer Call to appropriate extension or Voice Mail SIP CA + TDE/NCP/NS1000 Poltys Auto Attendant Appliance Customers Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mail ed - Pay messa ge No Answ er – Retry later Agent CA Client Call Every Entry in the List Agent CA Client Inbound Calls Poltys Appliance acts as 3'rd party SIP Extensions

7 Use Case – CA Server Answer All Calls Play Custom Greeting Message(s) Recognize Name or dialed extension Transfer Call to appropriate extension or Voice Mail SIP Poltys Auto Attendant Appliance Customers Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mail ed - Pay messa ge No Answ er – Retry later Agent CA Client Call Every Entry in the List Call answ ered - Pay messa ge No Agent CA Client Inbound Calls NCP/TDE/NS1000 CA Server Poltys Appliance acts as 3'rd party SIP Extensions

8 Appliance Poltys Appliance 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 ApplianceSpecificationsSample ImagesPorts Micro Chassis Intel D2700MUD 2.13 GHz Dual Core Atom D2700, 2GB RAM, 60GB SSD Drive Appliance dimensions: 9 x 8 x 2.5 Packed: 13 x 11 x 4.5 Packed Weight: 6lb Max 4 SIP Ports Low profile 1U, 19 Rackmount Quad Core 3.2 GHz I7, 4GB RAM, 250GB enterprise level HDD, X8STi Supermicro motherboard, Low profile 1U, 19 rack mount chassis Appliance dimensions: 19 x 15 x 3.5 Packed: 22 x 19 x 7 Packed Weight: 16lb Max 48 SIP Ports Poltys Appliance acts as 3'rd party SIP Extensions

9 CONFIGURATION Section 2

10 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 LAN Switch (same network as the PBX) USB Keyboard/Mouse

11 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 Sharing Center option on Poltys Appliance 2. Select Local Area Connection 3. Click on Details button 4. Write down the IP Address for further reference

12 Configure The Poltys Appliance 1. Double click on the Auto Attendant Config icon on the Windows desktop of Poltys Appliance. CA Auto Attendant Module supports up to two languages simultaneously First language settings Second language settings From the appliance desktop start the Auto Attendant Config application

13 Configure The Poltys Appliance 3. Set the first extension and the number of extensions in range. 5. Set the call parameters. 1. Set the PBX IP address. 2. Set the local IP address of Poltys Appliance. 8. Click on Apply button for changes to take effect. 6. Modify English prompts. 7. Modify French prompts. 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 Languages available for Text-to-Speech engine English French (CA) French German Spanish Italian English (UK) Languages available for Text-to-Speech engine English French (CA) French German Spanish Italian English (UK) 4. Set the PBX Type: NS1000, TDE or NCP.

14 Manually Configure Call Transfer Extensions 1. Click on Add button as many times as needed. 6. Click on Apply button for changes to take effect. 2. Fill in Phone Number field. Digit is a touchtone shortcut key that allows the caller to get quickly transferred to person/ group 3. Fill in First Name, Last Name fields. 4. Fill in Digit shortcut key if needed. 5. Fill in Language field that will be used by Speech Recognition engine. Add Agents to transfer calls to Manually or by importing from list (next slide)

15 Import Call Transfer Extensions List 1. Click on Import button. Add Agents to transfer calls to by importing from list (CSV file) 4. Click on Open button. 2. Select CSV files option. 3. Select CSV file.

16 CSV file format Call Transfer List File Format CSV file header. 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 Languages available for Speech Recognition engine English French (CA) French German Spanish Italian English (UK) Languages available for Speech Recognition engine English French (CA) French German Spanish Italian English (UK)

17 Start the Auto Attendant Server 1. Click on Start button Start Auto Attendant Server by pushing the START button

18 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) Select 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.

19 Configuring Panasonic IP-PBX (2) Select a Registration mode for Poltys appliance (Third Party SIP Extensions) Select Manual Mode on Web-MC. (Setup -> PBX Configuration -> 1.1 Slot -> Site Property -> Main Tab ) 1. Select Manual

20 Configuring Panasonic IP-PBX 1. Configure a compact range of SIP extensions. (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 ) 2. Click on Apply button for changes to take effect. The Password should be 1234

21 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.

22 Configuring Panasonic IP-PBX 1. Create Incoming Call Distribution Group for Auto Attendant. 2. Set the Distribution Method to Priority Hunting or UCD. 3. Add member list. Auto Attendant does not work if the Distribution Method is set to Ring. (6) Incoming Call Distribution Group Settings To use Auto Attendant, group the SIP 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.

23 FEATURES Section 3

24 Starting the Auto Attendant Module Auto Attendant Module is launched by clicking on ACD Report button in CA Supervisor or CA Pro. 1. Click on ACD Report button 2. Click on Auto Attendant button

25 Auto Attendant Call Flow Main Script Call Flow Diagram Transfer to Destination Flow Diagram

26 Select Auto Attendant GUI Language Auto Attendant Module lets the customer to select his/ her GUI language of choice. 2. Select Language menu option 1. Click on File menu option 4. Select language 5. Click on OK button and restart application 3. Click on drop- down list buttn.

27 Connect CA Module to Auto Attendant Appliance CA Auto Attedant Module must be connected to the Poltys Appliance 2. Select Database location menu option. 1. Click on Settings menu option. 3. Set the IP address of the Poltys Appliance. 4. Click on Save button.

28 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

29 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 1. Click on Edit Phones button. 2. Enter the phone numbers for that will be used at transfer actions. 3. You can add as many phones you need. 4. Click on Apply button. 5. Click on Apply button.

30 Auto Attendant Module Features Add presence states, language, greeting, and actions to be performed as you need 1. Click on Add button. A new empty item is added to the list 2. Select the CA Presence state, you want to add actions to 3. Click on Apply button. 2. Enter the personal greeting that will be played using the selected Language when CA Presence state fits User State field 2. Select the action you want to perform when CA Presence state fits User State field 2. Select the Language used by Text-to-Speech engine Languages available for Text-to-Speech engine English French (CA) French German Spanish Italian English (UK) Languages available for Text-to-Speech engine English French (CA) French German Spanish Italian English (UK)

31 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 Action is set to disconnect. Example: 1. Enable Callback. 3. Set Action to Disconnect. 4. Click on Apply button. 5. Set presence state to Gone Home. 2. Set User State to Gone Home. 6. Click on Show Callback to view all Caller IDs registered while in Gone Home state. You can double click on any item in the list to call back the customer.

32 Thank You


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