Vodavi NomadIP Скачать руководство пользователя

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Applications Showcase

December, 2005

Vodavi Telenium

Product Guide

mobility

▪

presence

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collaboration

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convergence

Call Center with Automatic Call Distribution

Generation three introduces a robust set of Automatic Call Distribution (ACD)

features:

Multiple supervisor support

ACD agent id login/logout

Forced agent login/logout

ACD group name

ACD group call pick-up

ACD group mail box

ACD calls in queue message

Auto UCD-unavailable service

ACD calls in queue display

ACD calls in queue page alert

ACD wrap-up button

ACD agent unavailable & reason codes

Call qualifier codes

Zap tone

ACD agent primary/secondary login

Supervisor one touch

Call center supervisor and reporting

Caller entered caller ID

Discovery ACD Manager call center
management and reporting

Empower your call center agents with the best ACD features available from Vodavi.

App Note:

Empower your call center managers with the

award-winning Discovery Manager product.

See next page.

Содержание NomadIP

Страница 1: ...P N 3850 00...

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Страница 3: ...n to the Public Switched Telephone Network for emergency dialing This information is considered accurate as of the date of printing but is subject to change without notice TeleniumIP OneLook ChalkTalk...

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Страница 5: ...ension 43 Hot Desk 45 Call Center with Automatic Call Distribution 46 Discovery Manager 47 ezAttendant with Centralized Attendant service 52 Sales Process Application based Selling 57 General Benefit...

Страница 6: ...he following documents are provided in Adobe PDF format This guide TeleniumIP Product Brochure Quick Reference cards for IP7000 phones Technical documentation As well as the following files Product lo...

Страница 7: ...Introduction...

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Страница 9: ...to customers Convergence Is Here and It Offers More In the same way that digital key systems and digital PBXs replaced analog systems network based IP telephony systems are replacing digital systems...

Страница 10: ...pany can deploy the types of features and solutions which used to be available only to companies with large enterprise budgets The Vodavi Commitment to IP Technology Telenium IP offers an extensive fe...

Страница 11: ...ry Recognition Most recently TeleniumIP was recognized as a 2004 Communications Solutions Magazine Product of the Year Vodavi is also proud to have received the Product of the Year award for 2002 from...

Страница 12: ...venience of your TeleniumIP desk phone All with a single extension and mailbox Add a full featured NomadSP soft phone for Windows to your laptop for when you work at home and you will not have to give...

Страница 13: ...ations to know at a glance when they are on the phone The distance does not matter Convergence The convergence of multiple technologies onto a single IP infrastructure offers you the chance to use new...

Страница 14: ...I D...

Страница 15: ...TeleniumIP Communications Infrastructure...

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Страница 17: ...he TeleniumIP system performs its job by exchanging signals and voice paths over a Fast Ethernet network The backplane is one or more LAN switches Power over Ethernet PoE is supported for TeleniumIP p...

Страница 18: ...onnections to the LAN are utilized in place of running additional wire pairs for single line fax machines and phones Highlights of the options offered by TeleniumIP s distributed architecture Centrali...

Страница 19: ...telephone with eight programmable flex buttons 2x24 Yes Yes None 8 Yes Yes Yes IP7024D Executive display phone with 24 flex buttons soft keys navigation pad 3x24 Yes Yes 3 24 Yes Yes Yes IP7024LD Pre...

Страница 20: ...complication Use the Linked Station feature to share your desk phone s extension with the NomadIP One contact number one voice mailbox freedom to roam Like all of the TeleniumIP endpoints NomadIP supp...

Страница 21: ...ing channels means that linking to a small regional office can often be done without expensive expansion cards Networking Module Application Add this module to provide an additional 24 channels of ext...

Страница 22: ...rts 24 T1 or 23 ISDN PRI lines Benefits Auto configures to TeleniumIP system plug and play Add as many as needed up to system CO line capacity limits Line count may be reduced in the case of fractiona...

Страница 23: ...rinter WAN failover to PSTN power out failover to PSTN music on hold port for local calls Web based administration and programming Benefits The module s telephony resources belong to the TeleniumIP sy...

Страница 24: ...cooling fan for power box and overload protection for gateway power supplies Benefits Avoid excessive dust damage and tampering Passive backplane provides grounding for all modules once cabinet is gro...

Страница 25: ...ternal page output BGM MOH input alarm relays and power fail transfer relays Networking Module VOIME Voice over IP networking module adds 24 channels of external communications for networking or remot...

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Страница 27: ...Applications Showcase...

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Страница 29: ...r a one pound package Shall I place a few at the front counter for when you get here Not only was the customer not placed on hold the manager was able to talk with her the entire time and suggest addi...

Страница 30: ...mfortable USB headset to take calls on the company s TeleniumIP system Benefits Reduced Clutter Since NomadSP resides on her PC there is no need for an additional phone set on the desk in her home off...

Страница 31: ...or Remote mode 24 Flexible buttons Automatic database synchronization Phone Book Database import export MS Outlook GoldMine ACT Excel Scheduled Dial User call log Short Message text Service Voice Reco...

Страница 32: ...00 USB headset w microphone System Capacity TeleniumIP can support as many NomadSP endpoints as needed up to the maximum station count for the system 70 MFIM 250 MFIME A NomadSP in Remote mode will ut...

Страница 33: ...ng Phone book import from contacts database Personal Dialer Benefits All of the features of a TeleniumIP desk phone and more NomadSP is a full featured software based TeleniumIP phone A complete telep...

Страница 34: ...le Short Message Service station to station Benefits Cost effective way to add voice to a secure VPN Since the NomadSP program resides on a client s Windows computer a software based VPN client can be...

Страница 35: ...itive promotions Luis and Anna therefore need to crunch sales reports inventory reports and data from competitors every month for several hours In the past they did this by having either Luis fly to C...

Страница 36: ...mode additional networking VoIP channels will be needed What s included 1 CD ROM including NomadVP software and User s Guide 1 license code for unlocking a NomadVP seat on the TeleniumIP system System...

Страница 37: ...ows desktop application with your associate while on the call Note TeleniumIP devices when used outside of the system s Local Area Network do not support automatic 9 1 1 emergency location requirement...

Страница 38: ...y the desks of agents to assist in their training As she does this she keeps an eye on the shift schedules on her PDA While out on the floor she has her internal calls forwarded to the PDA s extension...

Страница 39: ...cost control over their monthly calling charges Using the networking functions of the TeleniumIP the company can minimize long distance charges by routing all calls between locations over their priva...

Страница 40: ...xtension Centralized Attendant Station CAS Call An Attendant call from any node can be routed to the centralized Attendant This call will be queued when all centralized Attendants are busy DID Routing...

Страница 41: ...etwork Conference A call to a station on one node is able to conference in a party on another node A Network Conference can include up to three stations on the network Network Transfer A station user...

Страница 42: ...es as well as a Customer Call Routing menu The CCR function routes incoming calls based on DTMF input from the caller Application Customer Call Routing In the example above Routing Table Index 1 is pr...

Страница 43: ...re resources One WAN connection RJ 45 10 100 Ethernet port Auto MDI MDIX switching One PC connection port RJ 45 10 100 Ethernet port One IP phone connection port RJ 45 10 100 Ethernet port Power Over...

Страница 44: ...s these three resources Dial tone is provided to the IP phone and the SLT device by the Remote Gateway not the TeleniumIP system What happens when the network connection is down can t reach the Teleni...

Страница 45: ...sent into voice mail Using the Mobile Extension feature the project manager can be contacted instantly when a caller reaches her station whether she is at his desk down the hall or out of the office...

Страница 46: ...hroughout the day Professional image Outbound calls from your cell phone appear as if they are coming from inside the company s TeleniumIP system Mobility Be in the office when you want no matter wher...

Страница 47: ...s can be assigned as Cold Stations allowing users agents to log in as needed The cold station will become active and will take on the attributes defined for the agent s station number When the user lo...

Страница 48: ...p mail box ACD calls in queue message Auto UCD unavailable service ACD calls in queue display ACD calls in queue page alert ACD wrap up button ACD agent unavailable reason codes Call qualifier codes Z...

Страница 49: ...customer service Essentially it integrates the many facets of your business ensuring managers have up to the minute information needed for effective decision making An extensive set of user configura...

Страница 50: ...information you need in typical formats Each report can then be set up to display only the information needed There are also over 30 reporting events which can be mixed and matched to create special r...

Страница 51: ...have been combined to provide a management product that is both flexible and easy to use The main components of Discovery Manager are Discovery Manager Real Time Screen Discovery Manager Historical Re...

Страница 52: ...Applications Showcase 50 December 2005 Vodavi TeleniumIP Product Guide mobility presence collaboration convergence Example converged voice data network with Discovery Manager Server...

Страница 53: ...nt Statistics Window Agent Status Window Calls In Queue Graph Window DID Group Statistics Window DID Statistics Window Extension Group Statistics Window Extension Statistics Window Extension Status Wi...

Страница 54: ...a distributed seamless network solution They chose the networked TeleniumIP solution This company was able to address the requirement without adding administrative staff at the remote sites by using a...

Страница 55: ...one NomadSP Phone or ezAttendant The ezAttendant user can select recipients from the ezAttendant databases Phone Book Log View or System Speed Dial or with the Keypad popup window dial a number for ad...

Страница 56: ...lti site offices Accounting Graphic arts developer Application developer Project manager Team leader NomadPDA Phone Call center supervisor or trainer Inventory specialist Factory foreman Road warrior...

Страница 57: ...Application Based Selling...

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Страница 59: ...e battlefield is littered with other competitive threats and market pressures but discovering the customer s key trigger points can make all the difference To achieve this let s begin to build a solid...

Страница 60: ...books brochures and magazines with approximately 65 employees nationwide It is headquartered in Chicago IL with two other locations for printing and order fulfillment in Hanover NJ and Fresno CA respe...

Страница 61: ...I need to learn as much as possible about MiniVoice Publishing Group This will help us make certain we recommend the best solution for your business b Next we need to talk about the criteria you will...

Страница 62: ...ales rep should use this to correlate with the overall telephone system benefits When he makes his sales pitch it should highlight how the feature set can assist in these areas 4 Tell me about your co...

Страница 63: ...ng Currently he is unable to track call traffic Recommend the Discovery Manager product to automate a lot of this work Having a better understanding of his peak times can assist with staffing and make...

Страница 64: ...to assess the competitive landscape This better prepares you to overcome customer objections Having a sound understanding of the other manufacturers refer to the competitive section helps to overcome...

Страница 65: ...hard drive like a PC based system which makes it more reliable Also if he has used TDM switches in the past note the similarities in following this type of reliable architecture C A system that your o...

Страница 66: ...box to use the same desk phone Each user logs in to make receive calls and can access their own voice mail and other features For example sales personnel who visit the office infrequently can use this...

Страница 67: ...ell the specific benefits of these products 18 Do any of your employees perhaps members of your Sales team travel extensively around the country Yes our Sales people travel quite a bit and so do I Pro...

Страница 68: ...I would say the average order is 45K Apply this answer to question 24 This ties in with his ability to track abandoned calls Every missed call could equate to a potential revenue loss of 45K 22 What...

Страница 69: ...uipment Might indicate reluctance to spend money on technology New equipment Might indicate awareness of new technology and willingness to spend Cubicles Indication of potential telephone users Therap...

Страница 70: ...resno 900 5270 4280 Changes proposed as part of a total solution 1 Voice tie lines eliminated in favor of VoIP calls between offices 2 Data connections increased in order to add voice to the data link...

Страница 71: ...The Vodavi Difference...

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Страница 73: ...in creating some of the industry s most feature rich systems at great prices This has resulted in a culture that develops communications solutions with enterprise class features that are affordable t...

Страница 74: ...telephones this cost is often balanced or even exceeded by another cost savings combining data and voice traffic on a shared LAN infrastructure In a new building installation the number of cabling run...

Страница 75: ...fraud call redirection and social engineering of account codes A properly designed network in which any access from the outside is secured by firewalls and controlled by VPN connections is needed A c...

Страница 76: ...gies so it is immature False TeleniumIP communications is based on well established network and telecommunications technologies Here are some examples First of all IP phones and gateway modules on the...

Страница 77: ...Technical Data...

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Страница 79: ...oups 72 10 Executive Secretary pairs 36 2 External Control Relays 4 2 External Page Zones 2 10 Internal Page Zones 35 10 48 digits Last Number Redial 10 48 digits 2 Music Source Inputs 2 4 Power Fail...

Страница 80: ...of Service IP ToS tagging DiffServ pre tagging Remote Management HTTP WAN authentication PPOE File upload FTP HTTP Auto configuration DHCP client Power over Ethernet IEEE 802 3af except RSGM Address T...

Страница 81: ...e and DHCP server up to 50 internal clients on its LAN interface NAPT Phones supported behind NAT NAPT devices Router in RSGM provides NAT NAPT support so that all clients can use private addressing H...

Страница 82: ...of bandwidth taken by VoIP calls depends on the amount of conversation passing between the calling parties The figures below represent a constant packet data stream from constant audio on both sides...

Страница 83: ...Communication Rx Tx Bandwidth bps 87 20 kbps x 2 174 40 kbps For One Way 10 msec Packetization Bandwidth bps 58 80 x 100 x 8 110400 110 40 kbps G 723 1 High Rate 6 4 kbps with 30msec Packetization Tel...

Страница 84: ...5 26 kbps For Two Way Communication Rx Tx Bandwidth bps 42 11 kbps x 2 84 22 kbps Full picture frame will be sent as multiple packets because it is larger than the maximum possible RTP payload size Pa...

Страница 85: ...access to the LAN Is there UPS protected power in the place where the system will be located Note the capacity of UPS equipment if existing Is PoE desired or required Are there strong opinions about...

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Страница 87: ...PathFinderIP...

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Страница 89: ...l just like TeleniumIP Standard Voice Processing Features Auto Attendant Broadcast Messages to all mailboxes Call Forward Company Directory Confirmation on message delivery Pager Notification Date Tim...

Страница 90: ...s PathFinderIP is available in eight twelve or sixteen ports Optional Module OneLook Unified Messaging Vodavi OneLook Includes Voice messages in your email inbox Fax mail in your email box Email to vo...

Страница 91: ...clude No action required on the user s part Just log into your PC and when you open email your voice messages faxes are already there waiting for you Access voice messages anywhere you access your ema...

Страница 92: ...you open email your voice messages faxes are already there waiting for you Access voice and fax messages in your email box Conditions The client PC must be able to reach the PathFinderIP over the net...

Страница 93: ...ion required on the user s part Just log into your PC and when you open email your voice messages faxes are already there waiting for you Access voice and fax messages in your email box Conditions The...

Страница 94: ...e mobility presence collaboration convergence Vodavi s VVM Player desktop application An option for managing OneLook messages from the PC is the Vodavi Voice Mail Player VVM Player This is a lightweig...

Страница 95: ...thFinderIP over the network The client PC s email program must be configured to poll a second source for email the PathFinderIP Voice email messages only get placed into the client s email Inbox when...

Страница 96: ...wer include Does the client support POP3 It s the old standard email client protocol so chances are very high that your client does Is the PC PDA or other appliance that you are using capable of playi...

Страница 97: ...Frequently Asked Questions...

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Страница 99: ...PathFinderIP TeleniumIP can also use any analog voice messaging solution via its SLT gateways Q Can Vodavi s Triad or infinite digital phones be used with TeleniumIP A No Vodavi s IP display phones p...

Страница 100: ...ility with other vendors wireless Ethernet products This type of industry consortium certification is very important for consumer oriented products as it helps the customer choose which products will...

Страница 101: ...re A MFIM has 180 minutes or 20 hours of storage depending on which system codec is chosen MFIME has 240 minutes or 30 hours depending on codec Q Can I get off net notification on the built in voice m...

Страница 102: ...m involves both a network certification credential and TeleniumIP product specific training Dealers are expected to obtain a demo kit of TeleniumIP equipment Specific requirements can be found on the...

Страница 103: ...Appendices...

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Страница 105: ...POE plus 1 uplink port 3832 02 POE8 SWITCH w UPLINK 8 ports POE plus 1 uplink port 802 3af automatic 3833 00 IP SLT 2 PT GATEWAY SLTM2 single line station GW 2 ports 3833 02 IP SLT 2 PT UPGD SLTU2 exp...

Страница 106: ...ACD agent id login logout Forced agent login logout ACD group name ACD group call pick up ACD group mail box ACD calls in queue message Auto UCD unavail service ACD calls in queue display ACD calls i...

Страница 107: ...FinderIP One touch record Forward Rewind through message while listening Add a range of mailboxes Mailbox cascading Multiple mailbox appearances per station New TeleniumIP administration features Web...

Страница 108: ...a group of call center agents The ACD programming may be in a phone switch or a server Ad hoc Network A LAN or other small network especially one with wireless or temporary plug in connections in whi...

Страница 109: ...which a wide band of frequencies is available to transmit information Because a wide band of frequencies is available information can be multiplexed and sent on many different frequencies or channels...

Страница 110: ...computer moves to a new location on the network DHCP lets a network administrator supervise and distribute IP addresses from a central point and automatically sends a new IP address when a computer i...

Страница 111: ...th are compromised compared with fixed wireless systems Flow Control The management of data flow between nodes in a network so that the data does not arrive too quickly to be processed by the receivin...

Страница 112: ...at provides a wireless Ethernet connection from a given location Increasingly public places are offering hot spots to provide free wireless access for customers Hot Zone A wireless access area created...

Страница 113: ...naling channel ITU T International Telecommunication Union Telecommunication Standardization Sector An organization based in Geneva Switzerland that is the most important telecom standards setting bod...

Страница 114: ...ving the data get the same stream The sending host sends only one data stream which is replicated by routers and or switches along the way Multicast differs from broadcast in that the multicast packet...

Страница 115: ...otocol over Ethernet is a specification for connecting multiple computer users on an Ethernet local area network to a remote site through common customer premises equipment which is the telephone comp...

Страница 116: ...mputer or other client device SIP Session Initiation Protocol An Application Layer Layer 7 of the OSI Reference Model protocol for the establishment modification and termination of conferencing and te...

Страница 117: ...s an unchannelized raw bit stream for data T3 The North American standard for DS 3 It operates at a signaling rate of 44 736 Mbps or 28 T 1s It is commonly referred to as 45 megabits per second See DS...

Страница 118: ...tal data over a wide spectrum of frequency bands with very low power for a short distance Ultra wideband broadcasts very precisely timed digital pulses on a carrier signal across a very wide spectrum...

Страница 119: ...ss LAN products Wi Max WiMAX a wireless industry coalition whose members organized to advance IEEE 802 16 standards for broadband wireless access networks WiMAX is expected to provide a faster connect...

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