Poltys CA Auto Attendant Module

Training Presentation

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

Auto Attendant Module – Presentation Content

Overview Features

Configuration

TDE, NCP and NS1000 series PBX

OVERVIEWChapter 1

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

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

Customers

Customers

Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mailed - Pay messageNo Answer – Retry laterAgent CA Client

Call Every Entry in the List

Agent CA Client

Inbound Calls

^d Poltys Appliance acts as 3'rd party SIP Extensions

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

Customers

Customers

Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mailed - Pay messageNo Answer – Retry laterAgent CA Client

Call Every Entry in the List

Call answered - Pay messageNo

Agent CA Client

Inbound Calls

NCP/TDE/NS1000

CA Server

^d Poltys Appliance acts as 3'rd party SIP Extensions

AppliancePoltys 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

^d Poltys Appliance acts as 3'rd party SIP Extensions

CONFIGURATIONSection 2

Configure The Poltys AppliancePoltys appliance comes with Auto Attendant Server preinstalledConnect devices to appliance as shown belowPower up appliance, Login using MS Windows

LAN Switch

(same network as the PBX)

USB Keyboard/Mouse

Configure The Poltys AppliancePoltys 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

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

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)

4. Set the PBX Type: “NS1000”, “TDE” or

“NCP”.

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)

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.

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)

Start the Auto Attendant Server

1. Click on “Start” button

Start Auto Attendant Server by pushing the “START” button

Configuring Panasonic IP-PBX3.4 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.

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

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

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.

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.

FEATURESSection 3

Starting the Auto Attendant ModuleAuto 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

Auto Attendant Call FlowMain Script Call Flow Diagram

Transfer to Destination Flow Diagram

Select Auto Attendant GUI LanguageAuto 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.

Connect CA Module to Auto Attendant ApplianceCA 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.

Auto Attendant Module FeaturesThe 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 FeaturesCustomer 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.

Auto Attendant Module FeaturesAdd 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)

Auto Attendant Module FeaturesAuto 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.

Thank You