Zeacom Presentation

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Zeacom Presentation Version 4
Launch Presenter Tim Huggins www.zeacom.com
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Zeacom Product Update

• Whats new in 4.0?
• Networked Queuing
• Custom Reporting
• Data Queuing
• Enhanced Multimedia Modules
• Real time Agents statistics
• Networked Voicemail
• Desktop for Outlook
• Fax Messaging
• New Reports
• Application Manager

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Networked Queuing

• Provides centralised management of calls across
  multiple sites
• Operates in Peer to Peer mode, independent of
  other networking modules, with complete Q-Master
  solutions required at both ends.
• Administrators use familiar delivery rules
• NEC IPX / IMX / IPS Only

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Networked Queuing cont

• Allows for
• follow the sun
• network on last logout
• full shared delivery
• Mirror queues reflect status of real queues
• Automatic or supervisor control of service state
  by mode

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Custom Reporting

• Allows customised reporting from Q-Master data
• Zeacom module includes c-Tree SQL license, c-Tree
  SQL ODBC license, Crystal design license, Zeacom
  training and Database dictionary
• Write your own reports or Zeacom SI can provide
  report writing services

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Custom reporting cont

• Allows external access to report data
• Replicates to any ODBC data source
• Centralised reports via third party report writer
• Uses the customer SQL-compliant Database as data
  store
• Data collection live or via internet
• Will audit external database and populate any
  data missing in the case of a network outage.
• This module also provides the ability to
  centralise reports across multiple networked
  Q-Master sites
• (Note Customer supplies ODBC compliant database
  and report writer)

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Zeacom Custom Reports
Conversation with Tauranga City Councils
Customer Service Centre Systems Co-ordinator
regarding Zeacoms new Advanced Reporting Output
Module.
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Data Queuing

• We can now queue data items job numbers,
  (reference , work tickets, documents,
  spreadsheets, etc)
• New type of media within Q-Master
• Queued like any other queued item
• Queued for delivery
• Delivered to CSR (ringing)
• Answered by CSR (off hook)
• Processed by CSR (hang up)
• Item is queued and delivered using skills based
  routing
• Task / data item is then screen popped to the
  appropriate agent within Desktop or CRM
  application
• When completed the Agent closes the task hangs
  up, wrap up available and next item is delivered
• Standard Admin and Reporting available via QM

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Trimble Desktop/CRM screen pop
Q-Desktop pop with reference number
Screen pop of the customers CRM app
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Email Queuing

• Streamlined client install
• All updates are live
• Hold, Park, Transfer, Hang-up
• Max client connection increased to 500
• Automatic archive of email content to mailbox /
  Database
• Support for more than one Exchange server in a
  single network
• Use of administrative forms now optional
• Email media viewer for view of email history

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Fax Queuing plus Reply

• Simplified Fax queue setup
• Auto archive of fax conversations
• Fax reply via templates, with no client setup
  required
• Fax support on 30 channel Aculab cards (large NEC
  only)
• Fax media viewer for view of fax history
• Fax Reports for inbound and outbound traffic

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Real Time Agent Statistics

• Available system wide settings
• Stats messaging enabled / disabled system wide
• Agent default view - own stats
• Supervisor default view - all agent stats within
  associated company
• Total calls, abandons, Average Talk Time,
  Occupancy , etc

Q-Desktop Agent Stats Demo.avi
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Mode Change on Zero Agents

• Mode Change on Zero Agents - allows the system
  to set an appropriate mode if no agents or at
  least one prime agent is not logged in.
• If there is less than one prime agent or there a
  no agents logged in to a queue which has call
  delivery scheduled, mode change on zero agents
  will automatically change to provide appropriate
  cover.

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Corus Voicemail Networking

• Forward, reply, send to individuals and
  distribution lists for all networked users
• Every mailbox owner has their own timezone for
  schedules and ETR
• Uses internal SMTP server
• Utilises VPIM (voice protocol for internet
  messaging) i.e. networking via the internet

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Networked Extension Status

• Desktop status
• Extension status
• Current Voicemail profile Forward destination
• Security sets the ability to be networked site by
  site security applies
• WAN required
• This functionality is on Corus Console as well

Networked Demo.avi
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Corus Desktop for Outlook

• Tighter Outlook Integration
• Full phone control
• Voicemail Administration self service
• Combined repository for Email, Voicemail and Fax
• Single Interaction point for voicemail user
• Licensed in the same way as Corus Desktop/Inbox

DFO DEMO.avi
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Corus Desktop for Outlook
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Fax Messaging

• Allows both inbound and outbound faxing from
  individuals PCs.
• Dialogic / Aculab resource shared.
• Desktop displays inbound faxes and outbound fax
  status
• New Inbound / Outbound and Fax Destination
  reports
• Fax included in Announce Usage and Exception
  Reports
• Fax media viewer for view of fax history
• Console Message Tab accesses company mailboxes

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Pro-Tims Support

• Pro-TIMS for NEC
• Requires 1 x IP Dterm licence per port
• IPS and IPX (sv7000) supported
• g711 and g729a/b support
• Requires IP Pad card in TDM systems
• No support for Fax (need Dialogic or Aculab card)
• Can be shared with Dialogic card in single system
• 16 port beta maximum with target of 32 or 64
  ports by GR.

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New Reports

• Queue Transferred Calls Report
• Mode Change Report (when, who and to what)
• Auto Attendant Option Report (per queue and per
  mailbox)
• Console Transferred Report - (which operator
  transferred calls where)
• Audit Trail Report - (find out who made changes
  in the system when)
• In-dial Historical - (measure traffic for
  individual In-dial to your Queues)

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Queue Transferred Calls Report

• As well as finding the destinations for all
  transferred calls, you can see which extensions
  do the most transferring.

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Voicemail/Queue Auto Attendant Report

• Auto Attendant Option Report (Detailed Queuing)
   Get totals of how many times key n was
  pressed, on a per queue and per mailbox basis.

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LDAP/Active Directory Integration

• Allow real time access to external directory
  listings from within Desktop and Console. Custom
  plug-ins can also be developed to allow any ODBC
  source to appear as a directory.
• From Desktop, agents and users can access phone
  book databases which are external to the Zeacom
  CTI Server, such as LDAP, Active Directories and
  ODBC databases.

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Application Manager

• Application Manager
• System utilities combined inside Application
  Manager (Centralised information on all
  application locations and their version numbers.
• View all applications currently running at both
  Server and client locations.
• Watchdog provides system error messages is part
  of Application Manager but non-networking sites
  can still run standalone if required.
• A new GUI interface for windows scheduler used
  for scheduling backups.
• Access registry settings on Server (e.g.
  multi-cast, broadcast or networking).
• Dynamic (live) setting of logging levels for
  customer support.

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Announce Port Status Viewer

• Real-time view of the system announcement ports
  utilisation.
• View what each port is currently doing (e.g.
  Voicemail, Callback, Progress Announcement)
• Identify who are using the ports i.e. which user
  has called the voicemail etc.
• Announce Port Status Viewer also includes
  licensing details (e.g. 2x fax ports, 8x voice
  ports).

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Other Items

• Dynamic Monitoring
• Q-Master connected to a Fusion Network monitors
  an extension only for the duration of the call.
  Extensions are not kept in the lines database.
• Q-Master can now be installed on a larger network
• Backup
• DR processes greatly simplified (single click)
• Schedule back ups to local or network locations