1. Poltys CA Auto Attendant Module
Training Presentation
Poltys CA Auto Attendant Module

2. TDE, NCP and NS1000 series PBX
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

3. Auto Attendant Module – Presentation Content
Configuration
Overview
Features
TDE, NCP and NS1000 series PBX

4. Chapter 1
Overview

5. TDE, NCP and NS1000 series PBX
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

6. Poltys Auto Attendant Appliance
Use Case – PBX mode
Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mail
ed - Pay message
No Answer – Retry later
Agent
CA Client
Inbound Calls
Call Every Entry in the List
Agent
CA Client
Customers
CA + TDE/NCP/NS1000
Customers
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
Poltys Appliance acts as 3'rd party SIP Extensions

7. Poltys Auto Attendant Appliance
Use Case – CA Server
Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mail
ed - Pay message
No Answer – Retry later
Agent
CA Client
Inbound Calls
Call Every Entry in the List
Call answered - Pay message No
Agent
CA Client
Customers
NCP/TDE/NS1000
Customers
Answer All Calls
Play Custom Greeting Message(s)
Recognize Name or dialed extension
Transfer Call to appropriate extension or Voice Mail
SIP
CA Server
Poltys Auto Attendant Appliance
Customers
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
Appliance
Specifications
Sample Images
Ports
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. Section 2
Configuration

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
3. Click on “Details” button
4. Write down the IP Address for further reference
2. Select “Local Area Connection”

12. Configure The Poltys Appliance
From the appliance desktop start the Auto Attendant Config application
First language settings
Second language settings
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

13. 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.
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 engine
English
French (CA)
French
German
Spanish
Italian
English (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/ group
1. 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 format
CSV file header.
Languages available for Speech Recognition engine
English
French (CA)
French
German
Spanish
Italian
English (UK)
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

17. Start the Auto Attendant Server
Start Auto Attendant Server by pushing the “START” button
1. 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-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
(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 1234
1. 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 settings
Allow the SIP extensions to make outbound calls.

22. Configuring Panasonic IP-PBX
(6) Incoming Call Distribution Group Settings
To 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”.

23. Section 3
Features

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.
1. Click on “File” menu option
2. Select “Language” menu option
3. Click on drop-down list buttn.
4. Select language
5. 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 Appliance
1. 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 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 voic , cell phones, other extension, etc. Enter phone numbers first
2. 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 need
2. Select the CA Presence state, you want to add actions to
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
3. Click on “Apply” button.
Languages available for Text-to-Speech engine
English
French (CA)
French
German
Spanish
Italian
English (UK)
1. Click on “Add” 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 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 You
Thank you for your participation. This portion of the course is now complete.