Presentation on theme: "Poltys CA Auto Attendant Module"— Presentation transcript:
1 Poltys CA Auto Attendant Module Training PresentationPoltys CA Auto Attendant Module
2 TDE, NCP and NS1000 series PBX BenefitsOffload a large amount of operator-assisted calls and maintain a high level of customer satisfaction and retentionReduce their overall operating costsEfficient Call RoutingEliminates Missed CallsIncrease in Service EfficiencyScalability, scales up easilyImproves Customer SatisfactionAvailable 24/7, no over-time payTDE, NCP and NS1000 series PBX
3 Auto Attendant Module – Presentation Content ConfigurationOverviewFeaturesTDE, NCP and NS1000 series PBX
5 TDE, NCP and NS1000 series PBX OverviewWorks with CA PRO/Supervisor/ConsoleMulti Language GUIMulti Language Voice Prompts and Voice RecognitionUses ASR (Automatic Speech Recognition) and TTS (text to Speech) embedded in the MS Server 2008/2011Preinstalled on Poltys ApplianceConnects the caller to the intended recipient by speaking the name or by entering the extension numberTDE, NCP and NS1000 series PBX
6 Poltys Auto Attendant Appliance Use Case – PBX modeAutomatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mailed - Pay messageNo Answer – Retry laterAgentCA ClientInbound CallsCall Every Entry in the ListAgentCA ClientCustomersCA + TDE/NCP/NS1000CustomersAnswer All CallsPlay Custom Greeting Message(s)Recognize Name or dialed extensionTransfer Call to appropriate extension or Voice MailSIPPoltys Auto Attendant ApplianceCustomersPoltys Appliance acts as 3'rd party SIP Extensions
7 Poltys Auto Attendant Appliance Use Case – CA ServerAutomatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mailed - Pay messageNo Answer – Retry laterAgentCA ClientInbound CallsCall Every Entry in the ListCall answered - Pay messageNoAgentCA ClientCustomersNCP/TDE/NS1000CustomersAnswer All CallsPlay Custom Greeting Message(s)Recognize Name or dialed extensionTransfer Call to appropriate extension or Voice MailSIPCA ServerPoltys Auto Attendant ApplianceCustomersPoltys Appliance acts as 3'rd party SIP Extensions
8 Appliance Poltys Appliance CA Auto Attendant Module comes preinstalled and preconfigured on the Poltys ApplianceBenefit for End User – Easy to support remotely, easy to replaceBenefit for Dealer – Easy to install, configure and connect to Panasonic PBXApplianceSpecificationsSample ImagesPortsMicro ChassisIntel D2700MUD 2.13 GHz Dual Core Atom D2700, 2GB RAM, 60GB SSD DriveAppliance dimensions: 9” x 8” x 2.5”Packed: 13” x 11” x 4.5 “Packed Weight: 6lbMax 4 SIP PortsLow profile 1U, 19” RackmountQuad Core 3.2 GHz I7, 4GB RAM, 250GB enterprise level HDD, X8STi Supermicro motherboard, Low profile 1U, 19” rack mount chassisAppliance dimensions: 19” x 15” x 3.5”Packed: 22” x 19” x 7 “Packed Weight: 16lbMax 48 SIP PortsPoltys Appliance acts as 3'rd party SIP Extensions
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 WindowsLAN 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 reference1. Right click on the network icon in the Windows icon tray and select “Open Network and Sharing Center” option on Poltys Appliance3. Click on “Details” button4. Write down the IP Address for further reference2. Select “Local Area Connection”
12 Configure The Poltys Appliance From the appliance desktop start the Auto Attendant Config applicationFirst language settingsSecond language settings1. 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
13 Configure The Poltys Appliance The Poltys Appliance connects to Panasonic PBX over a compact range of SIP extensionsConfigure the first extension and the number of extensions to be used by Auto AttendantModify the Default Call Parameters (Retry Count and Timeout) if desiredModify Default Languages and the default prompts if desired1. Set the PBX IP address.8. Click on “Apply” button for changes to take effect.2. Set the local IP address of Poltys Appliance.3. Set the first extension and the number of extensions in range.4. Set the PBX Type: “NS1000”, “TDE” or “NCP”.5. Set the call parameters.6. Modify English prompts.Languages available for Text-to-Speech engineEnglishFrench (CA)FrenchGermanSpanishItalianEnglish (UK)7. Modify French prompts.
14 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. Click on “Apply” 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.“Digit” is a touchtone shortcut key that allows the caller to get quickly transferred to person/ group1. Click on “Add” button as many times as needed.
15 Import Call Transfer Extensions List Add Agents to transfer calls to by importing from list (CSV file)3. Select CSV file.4. Click on “Open” button.1. Click on “Import” button.2. Select “CSV files” option.
16 Call Transfer List File Format CSV file formatCSV file header.Languages available for Speech Recognition engineEnglishFrench (CA)FrenchGermanSpanishItalianEnglish (UK)1. Fill in the “Phone Number” to be recognized2. Fill in the “First Name” field to be recognized3. Fill in the “Last Name” field to be recognized4. Fill in the “Digit” shortcut key5. Fill in the “Language” to be used by Speech Recognition
17 Start the Auto Attendant Server Start Auto Attendant Server by pushing the “START” button1. Click on “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-SIPEXT322. 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 (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 )The Password should be 12341. Configure a compact range of SIP extensions.2. Click on “Apply” button for changes to take effect.
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 settingsAllow the SIP extensions to make outbound calls.
22 Configuring Panasonic IP-PBX (6) Incoming Call Distribution Group SettingsTo use “Auto Attendant”, group the SIP extensions (Poltys Appliance) into an ICD Group.(Setup -> PBX Configuration -> 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 “UCD”.Auto Attendant does not work if the Distribution Method is set to “Ring”.
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” button2. Click on “Auto Attendant” button
25 Auto Attendant Call Flow Main Script Call Flow DiagramTransfer to Destination Flow Diagram
26 Select Auto Attendant GUI Language Auto Attendant Module lets the customer to select his/ her GUI language of choice.1. Click on “File” menu option2. Select “Language” menu option3. Click on drop-down list buttn.4. Select language5. Click on “OK” button and restart application
27 Connect CA Module to Auto Attendant Appliance CA Auto Attedant Module must be connected to the Poltys Appliance1. Click on “Settings” menu option.2. Select “Database location” 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 user1. 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 voic , cell phones, other extension, etc. Enter phone numbers first2. Enter the phone numbers for that will be used at transfer actions.1. Click on “Edit Phones” button.5. Click on “Apply” button.3. You can add as many phones you need.4. Click on “Apply” button.
30 Auto Attendant Module Features Add presence states, language, greeting, and actions to be performed as you need2. Select the CA Presence state, you want to add actions to2. Select the action you want to perform when CA Presence state fits “User State” field2. Select the “Language” used by Text-to-Speech engine3. Click on “Apply” button.Languages available for Text-to-Speech engineEnglishFrench (CA)FrenchGermanSpanishItalianEnglish (UK)1. Click on “Add” button. A new empty item is added to the list2. Enter the personal greeting that will be played using the selected “Language” when CA Presence state fits “User State” field
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.4. Click on “Apply” button.5. Set presence state to “Gone Home”.2. Set User State to “Gone Home”.3. Set Action to “Disconnect”.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 YouThank you for your participation. This portion of the course is now complete.