what you need is swift and the e-generis communication solutions swift r3 product presentation menu
TRANSCRIPT
What you need is Swift and the e-generis communication solutions
Swift R3Product presentation
Menu
2
The new SME’s stakes
In today economic world, the competition changes and the technologies evolve always quicker.
The customer is an advised consumer and becomes the focus point of the companies concerns.
Markets are more and more open The new technologies stimulate exchanges and
competition.
3
The new SME’s stakes The customer is the focus point of the company
concerns► The loyalty
The customer’s loyalty is one of the first company concern. In the today world he is more and more attracted.
It is important to know them to be able to answer their needs, to anticipate it and avoid the failure in the commercial relation.
► The satisfaction have the best customer relation Provide the best customer satisfaction to the customer : from the
first pre-sales contact to after sales one.
4
The new SME’s stakes To handle with the best customer relation, the
SME’s need tools that: ► give to the customer the first position in the organisation. ► customised the commercial relationship► improve the phone greetings and extend the business
hours. ► optimise the resources.
5
The new SME’s stakes Mobility
► The nomad period it is possible today to be reached anywhere and anytime, to
communicate worldwide No to be reached seems to be a nonsense
► To be closer to the customer in a world where internet and the virtual office is part of daily life,
the nomad workers can stay connected to the company and to customers.
customers wants to reach the company at anytime.
6
The new SME’s stakes Costs and audit needs
► Audits needs The SME’s do not have, in their staff, telecoms specialists. The SME need partners which provides the best customised
solution for them with the best price.
► Cost control Each investment is caculated in relation to its return. THE SME need to control and understand their costs.
7
Swift Innovations The power of the «object» technology
► A half dozen of patents ► New concepts► original software technologies
A very flexible architecture► Rich and flexible operating scenarios ► Applications that fit into the specific needs of the
companies.
Basic and advanced features for the users
With Swift, each call gets an answerWith Swift, each call gets an answer
8
Swift Innovations A very high features level
► User concept► Advanced calls operating system► Very powerful routing plate-form► Multiple Applications for each company
Specific Integration► Announcements card MAC► Messaging card M500 and high capacity M1000
Windows Administration software Architecture open to the future
► Integrated TCP/IP, Call Center, Portable software to an other hardware platform
9
User concept The user is not anymore linked to a phone
UserAn user can have several dedicated voice terminals►Manager
A voice terminal can be dedicated to several users►Hot line Phone
An user can be linked toa phone►Administrative people
An user without a dedicated voice terminal►Sales person
10
User concept Each user has :
► A call number► A name
Each phone has:► A call number► A name
Attendant
2001
James301
11
Which number should I dial ?
I call a place with the phone
number
I call a place with the phone
number
I call a person with his user
number
I call a person with his user
number
User concept An user is not a phone
12
User concept 2 kinds of user
The declared users’ ► A user can be linked to 1 to 3 phones with the same
number (Duo/Trio)► Up to 4 users can be linked to one phone.
The nomad users► Temporary Connection/disconnection► Only one ‘nomad’ use on a phone► 3 nomad connections for one user
Properties linked to the user ► Properties of the user declared ‘prioritary’ ► Properties of the last connected nomad► Properties: ringing, mailbox, coverage, etc...
13
Phone dedicated to a same multitask
user
Phone dedicated to a same multitask
user
MO-23-JAN 15:35For Marketing
MO-23-JAN 15:35For Marketing
MA-23-JAN 15:35For Sales
MA-23-JAN 15:35For Sales
Call for Mary, on the marketing division the DID number
Call for Mary, on the sales division DID number
User ConceptMulti-task work
Calls related to a specific feature can be identified.
A did Number can be associated to an user to display call information.
14
User ConceptDUO/TRIO/DECT
2 or 3 phones can be dedicated to an user, he has a wide mobility within the company
Mr White can be joined with a single number on both phones
Mr White can be joined with a single number on both phones
N° 302
15
Mike’s coverage
Mo-23-JAN 15:35for Mike
Mo-23-JAN 15:35for MikePhone dedicated to
several usersPhone dedicated to
several users
MO-23-JAN 15:35For Mary
MO-23-JAN 15:35For Mary
Mary ’smailboxMary ’smailbox
Mike ’smailboxMike ’smailbox
Mary’s coverage
User ConceptCall Coverage
Each user has his own call coverage
The call coverage is related to the user and not to the phone
16
User concept Absence
A user is declared absent in the system, his calls will be re-routed with the coverage ‘absence’.
A user is declared absent in the system, his calls will be re-routed with the coverage ‘absence’.
Coverage on absence
Coverage on no-answer or busy
Present
Absent
3 Absence modes management ► forced by the system► forced by the user► According to the schedules
3 Absence modes management ► forced by the system► forced by the user► According to the schedules
17
Call fowardBasic forwardBasic forward
Receive here (« Follow-me »)Receive here (« Follow-me »)
Forward activated from the user ’s phone. This user wish to froward his call to another destination
Forward Forward activatedactivated
Forward activated from the phone where the user wants to receive his calls.
Forward Forward activatedactivated
18
Call list The last 10 calls received by an user, a group or
an operator group. Can be set on a button
0241562389 10241562389 1Next?Next? 0241562389 10241562389 1Next?Next?
Jones 2Jones 2Next?Next? Jones 2Jones 2Next?Next?
Jones 2Jones 2Call Back?Call Back?Jones 2Jones 2Call Back?Call Back?
MO-08-JUL 12:15MO-08-JUL 12:15Next?Next? MO-08-JUL 12:15MO-08-JUL 12:15Next?Next?
TU-09-JUL 08:05TU-09-JUL 08:05Next?Next?TU-09-JUL 08:05TU-09-JUL 08:05Next?Next?
TU-09-JUL 08:05TU-09-JUL 08:05Call Back?Call Back?TU-09-JUL 08:05TU-09-JUL 08:05Call Back?Call Back?
OK, Caller call back
Call date and time
Call date and timeNumber of calls
received from this caller
Number of calls received from this
caller
OK
Caller name(if registered in the
directory).
Caller name(if registered in the
directory).
What you need is Swift and the e-generis communication solutions
Mobility
20
User conceptInternal mobility
To be free to work anywhere► The user can log on any phone► He will receive his calls anywhere he is
Free to be «nomad»► The nomad user can connect when he is in the company
location ► The user has customised announcements, a mailbox...► This feature is very useful for a sales person or for a
remote worker.
21
User conceptNomad Connection
Nomad Connect or disconnect► Connection and disconnection are made with a pre-set
button or with a display proposal validation
MO-23-JAN 15:35NOMAD ?MO-23-JAN 15:35NOMAD ?
User number : 4221User number : 4221
4221 MARCCode : ****4221 MARCCode : ****
NOMAD ACTIVATED
NOMAD ACTIVATED
► Marc ’s DID incoming calls will ring the phone (external DID and internal)
► Marc ’s outgoing calls will be made with his own rights (restriction, CDR,…)
► Marc ’s DID incoming calls will ring the phone (external DID and internal)
► Marc ’s outgoing calls will be made with his own rights (restriction, CDR,…)
22
User conceptExternal mobility
The user, even if he is most of the time out of the office, exists in the system.
He gets, with a single number, all the system ’s feature.
► Supervised external forward to a mobile► Call coverage scenarios ► Customised announcements► remote mailbox management
What you need is Swift and the e-generis communication solutions
CallManagement
24
Call on L02For Mr Masker
Call on L02For Mr Masker
Call coverage
Mr Masker is on line, the call is re-routed to the Mrs David Phone, then to his mailbox
Mr Masker did not answer, the call is reoriented to his mobile, then to Mrs David phone.
Mr Masker is not in the office, the call is routed to his mailbox.
Mr MaskerMailbox
Mr MaskerMailbox
Busy
Absence
Mr MaskerMailbox
Mr MaskerMailbox
No-answer
25
Call distributionACD Applications
For each need, a specific call distributionFor each need, a specific call distribution
EvenlyEvenly
Most idle agentIin a cyclic
sequenceIin a cyclic sequence
Even calldistribution
All simultaneouslyAll simultaneouslyResponse
speedIn an adminstered
sequenceIn an adminstered
sequenceAccording to
the experience
level
26
3 Welcome announcement
PatienceAnnouncement
On-hold music
We apologise for the waiting time, please
hold the mine, we are looking for your correspondant
We apologise for the waiting time, please
hold the mine, we are looking for your correspondant
Welcome to e-generis, PreviouslyAvaya ...
Welcome to e-generis, PreviouslyAvaya ...
You will be connect with our technical support
You will be connect with our technical support
Please hold the line, we try
to connect you….
Please hold the line, we try
to connect you….
Announcement card MAC PCMCIA Announcement Card
► 4 ports - 12 announcement synchronised of 1 minute► Remote announcement modification ► Waiting list management► Several diffusion ability► Excellent audio quality► Bell Labs technology
27
M500 Messaging PCMCIA voice messaging card
► 2 ports - 28 mailboxes► 100 minutes recording ► Only answer mode or answering/recording mode► Automatic attendant► Excellent audio quality► Bell Labs technology
Good morning, you have reached John ’s mailbox, sorry I can not
take your call, for any emergency press0 to join the attendant or leave me a message after the
tone.
Good morning, you have reached John ’s mailbox, sorry I can not
take your call, for any emergency press0 to join the attendant or leave me a message after the
tone.
28
Messagerie M1000
2 basic ports, 4 and 6 ports with hardware addition
200 voice mailboxes Hard disk: + than 100 recording hours 4 automatic attendant on 2 levels 99 announcements for each automatic
attendant Large feature diversity
► out-calling, transfer, diffusion lists► Excellent audio quality
Bell Labs Technology
The only one high capacity messaging system in the market!The only one high capacity messaging system in the market!
29
MessagingCalls takeover
Answer mode only or answer/recording mode according to the mailbox user choice
Hello, you have reached Mary ’s mailbox, I will be on vacation until August
the 25th, please call Mike at …..
Hello, you have reached Mary ’s mailbox, I will be on vacation until August
the 25th, please call Mike at …..
Good morning, you have reached Mike ’s mailbox,
sorry I can not answer your call, please leave me a
message after the tone, I will call you as soon as possible...
Good morning, you have reached Mike ’s mailbox,
sorry I can not answer your call, please leave me a
message after the tone, I will call you as soon as possible...
30
MessagingCalls takeover
The caller can, during and after the greeting,:► join the operator ► be transfered to another phone.
Good morning, you have reached Mike ’s mailbox, sorry I can not answer your call now, in case of
emergency press 0 to speak to an attendant or leave your message
after the tone...
Good morning, you have reached Mike ’s mailbox, sorry I can not answer your call now, in case of
emergency press 0 to speak to an attendant or leave your message
after the tone...
Hello, you have reached Mary ’s mailbox, I will be out of the
office till the 25th, press *8 41 to reach Mike ’s phone.
Hello, you have reached Mary ’s mailbox, I will be out of the
office till the 25th, press *8 41 to reach Mike ’s phone.
31
Welcome at TransitcoPress for the airfarePress for the boatfare
Welcome at TransitcoPress for the airfarePress for the boatfare
Automatic attendant Automatic attendant routing
► A single c all number► ACD group selection► Information bulletin
M500 Solution► 2 ports► 1 level (9 choices)► Greeting Message of 2 Min
M1000 Solution► 2 to 6 ports, 4 automatic attendants► 4x2 levels of de 9x9 choices► 4x99 announcement► Greeting Message
of 2 Min
Automatic attendant
Number 0800...
Airfare Boatfare
32
MessagingAutomatic attendant
Callers receive an announcement message that invites them to select the called destination or the called service.
The feature is very useful ► if the attendant is overloaded ► if a division needs the attendant feature
33
Welcome to e-generis, press
for the marketing division for the support division... for the accounting division
Welcome to e-generis, press
for the marketing division for the support division... for the accounting division
MessagingAutomatic attendant
Transfer to user or to division numbers 9 menus available
MarketingDivision
Technical assistance
34
MessagingAutomatic attendant
Direct transfer to the user, with the DXD feature
Welcome to e-generis hot-line, if you know your destination number, dial # and
the number, or press for the messaging specialist
press for the IT specialist….
Welcome to e-generis hot-line, if you know your destination number, dial # and
the number, or press for the messaging specialist
press for the IT specialist….
#41
#42
What you need is Swift and the e-generis communication solutions
CompanyApplicatoins
36
Multi-location CompanyUniform dial plan
Distant factoryDial plan. 21XX
Number dialed:2187
Automatic dialjng the the whole number 02 99 84 21 87
Mike DID
HeadquarterDial plan. 20XX
Distant locationDial plan. 22XX
The AAR feature is used to have a same dial plan and an easy number access for a company with
several location.
The AAR feature is used to have a same dial plan and an easy number access for a company with
several location.
37
Multi-company Location
Attendant
From 2 to 5* independent companies are able to share the system
From 2 to 5* independent companies are able to share the system
(*) suivant la capacité mémoire
Soft.com Meca.com
38
Mr Durant Varia
Nantes 02 43563289
Paul Meca.com Saumur 42
Mr Dupont Et. Leroux Paris 01 65981232
Jean Soft.com Saumur 443
Soft.com
Meca.com
Ext. Numbers: xx..2550
Ext. Numbers:
xx..3060
Operator call: 9
Operator call: 9
Own directory
Own directory
P.O.
P.O.
Multi-company Location
The split into the system can be total or partial
► The calls from one company
to the other can be forbidden ► Dedicated Operators and
directories.► Dedicated ACD group, park
group, interception and
announcements groups.► Coverage profiles dedicated
to each company► Specific outgoing trunks and
trunk groups
What you need is Swift and the e-generis communication solutions
Swift R3System Info
Menu
40
CabinetsSwift Family
9 + (2x8) = 25 slots
8 slots in each extension rack
5 slotsBasic board:
2BRI + 8 phones
1 or 2 extension boardfrom 3 to 6 access
from 12 to 24 phones
13 slots
no extension
VS 24VS 24 CS 64CS 64 ACS 128ACS 128 CS 200CS 200
41
New CS200 Cabinet 13 slots for equipment boards 250w Supply
13 slots available for:BRI, 8/16 PS, 8 PN, 4 PN/4 PS, E-Dect, M1000
Specific slots :PRI in X=0 and GAA in X=14 PI, 4 LR, 4 PS in the slots X= 2 to 5Only one GAA located in X=1
Setting to optimise the capacity (228 ports) :► 12 x 16PS Boards 192 Voice terminals► 1 x PRI board 30 trunks► 1 x M500 board 2 ports► 1 x MAC board 4 ports
42
Swift R3 Galilée Phone range
Galilée 960 alpha
Galilée 910
Galilée 930 alpha
Galilée 920D
43
Swift R3 Solaris and DECT Phone
Solaris alpha +1 basic DSS (24 buttons) +2 ext. DSS (24+24 buttons) Combiné WT9001
44
Up to 8 Stations
Up to 24 handsets
Radio coverage up to 300 meters
E-DECTBoard Handover
E-DECT BoardCS64/ACS128/CS200 Cabinets
Up to 6 external and 12 internal calls in the same time
Up to 6 external and 12 internal calls in the same time
45
New ‘under windows’Administration Software
Very easy to use Local and remote administration Alarms historic Software with 3 different customised levels Flexible and progressive Software Under windows software setting
► At least a Pentium configuration + CD-ROM + Win95► New administration protocole► No more conversation needed from a version to another
46
Swift R3 Upgrade
From V660, V670From V660, V670Software download via PCMCIAExtra large memory card (if more than 48 phones) Additional KitSwift R3 LicenceUsers Documentation packs New System configuration
From V600-V658From V600-V658PAC CardSIMM Flash cardLarge and extra large memory card (if more than 48 phones)Additional KitLicence Swift R3User documentation Pack New System configuration
47
R3 : Administration and Download via TCP/IP
Intranet
Switch Browser & Download
Ethernet 10/100 Mbps
Switch Browser & Download
PublicNetwork
BRI/PRIISDNISDNAdaptator
ISDNAdaptator
Switch Browser & Download
64 Kbps
TCP/IP via ISDN: available without any supplementary equipmentTCP/IP via Ethernet : needs a PCMCIA Xircom and a modified processor
TCP/IP via ISDN: available without any supplementary equipmentTCP/IP via Ethernet : needs a PCMCIA Xircom and a modified processor
48
VS VS CS/ACS CS/ACS/CS200
1Mo 1,5Mo 2Mo 4Mo
Uses 24 50 80 250
Phones 32 32 48 128 / 210*
Tickets 0 1000 1000 8000
ACD Groups 5 10 15 40
Operators Groups 2 2 3 5
Call Lists 20 25 50 100
Directory 200 200 400 800
DDI Numbers 80 80 150 250
Coverage Profiles 10 10 30 60
Software Capacity
* 210 postes supportés par le logiciel sur coffret CS200
49
External numbers 60 100 100 300
External forward numbers 30 30 60 170
Speed dial 60 100 100 300
ARS Schedules 1 1 1 1
Analyse tables 4 8 8 8
Routing tables 10 30 30 30
Messaging profiles 3 3 5 10
Automatic attendant 5 5 10 20
Announcement 20 20 20 20
Buttons 26 26 98 98
Macros 30 50 60 80
VS VS CS/ACS CS/ACSCS200
1Mo 1,5Mo 2Mo 4Mo
Software Capacity