Telisca products presentation

www.telisca.com CTI | IP Phone XML | Audio Services | Contact Center UCCE

• telisca is a Cisco Developer Solution

Partner

• Created in 2004, 240 customers, 150 000

users.

• 30 products for Cisco IP Phones and CUCM

• CTI developments for UCCE (CTIOS) and JTAPI• Distributed by integrators, in Europe, Africa

and Middle-East

We add value to CUCM


Cisco partner

• telisca is Solution member of Cisco Developer Network

• CUCM, CUC, UCCX, UCCE test labs

• Developer support contract

• Products certified : IPS Phone Config, IPS Alarm Callback, IPS

Manager, TSSO.


IP Phone XML applications

IPS Manager AssistantIPS Lock ECCIIPS Phone ConfigIPS Alarm CallbackIPS PagerIPS ReservationIPS Door CameraIPS Call to Prayer

Audio applications

Busy Alerter CallbackTAnnounceRecording NotificationVoice AlarmVoice CallbackVoice AlertCall Restrict. OverrideAdministration tools

Quick Num PlanDelog-RelogCUCM QueryPhone RobotPIN & Pwd Manager

OtherTSSOMissed Calls Alerter

Directory applications

IPS Global Directory

• Web Directory• IPS Popup• Personal Directory• Directory export• Corp. speed dials• Dir. Provisioning

ClickNDial

Maintenance & support

Telisca products

Call center

IPS Smart Pickup GroupDesktop PopupCallback Server


ClickNDial, TSSO,Desktop Popup

IPS Framework, CTI/Audio Server.Net 3.5, IIS, JRE 6

Win 2003 / Win 2008Cisco Unified Communications Manager

DirectoriesDatabases

Config.

IP Phone Services IPS Administration, Web Directory, IPS Pager, QuickAdmin

AXL SOAP

JTAPI

https html

http

XM

L

Web

dia

ler

SO

AP

Architecture


IPS Global Directory

T9 predictive search

Extended and merged source directoriesLDAP, AD, SQL, CUCM, Exchange, Domino, Excel, Text, …Union, distinct, merge, segmentReformat phone numbers

Ease search from IP PhoneSMS, T9 search mode,Touch screen keyboard, Up to five search fields, Up to four phone numbers per contacts, Detail contact form


IPS Global Directory Light

IPS PopupT9, Cius

Ts keyboard

Personal Directory

Web Directory

Dir. Export / ProvisioningCorp.

SpeeddialExchangeDomino

Active DirectoryLDAP, CUCM, Text

Active Directory, LDAP, CUCM, OLEDB, ODBC, Public Exchange Folder, Domino, Excel, Text, XML

CUCMTranslation

patterns

OutlookNotes

IPS Global Directory modules

http://www.google.fr/imgres?imgurl=http://www.hautrive.net/images/Tips/exchange-logo.png&imgrefurl=http://www.hautrive.net/tips/tipsexchange.htm&usg=__D44O00xE4eEBs7JfT-XtZUnPsPQ=&h=480&w=483&sz=171&hl=fr&start=4&tbnid=ypH2FaImDSWShM:&tbnh=128&tbnw=129&prev=/images?q=Exchange+logo&hl=fr

http://www.google.fr/imgres?imgurl=http://www.rcserveny.com/RCS%20Blue/images/lotus-notes-logo.jpg&imgrefurl=http://www.rcserveny.com/&usg=__USVgBogY6Z7tqdbzdOVZJsWeBTQ=&h=279&w=280&sz=22&hl=fr&start=1&tbnid=3ZS0ZNQ96aJVbM:&tbnh=114&tbnw=114&prev=/images?q=lotus+Domino+logo&hl=fr


T9 search


Touch screen keyboard


CIUSIPS Global Directory client for Android


Web DirectorySearch and dial from a Web interface

•Multi language•Themes•Auto complete search•Dialer•Jabber integration coming


Personal DirectorySynchronise Outlook or Notes address book

Synchronise directly on Exchange and Domino

PersonalDirectory

IP PhoneXML application

Web Directory

Replicated and cryptedAddress books

Exchange

Domino

Exchange 2007, 2010Notes 8, 8.5

http://www.google.fr/imgres?imgurl=http://www.hautrive.net/images/Tips/exchange-logo.png&imgrefurl=http://www.hautrive.net/tips/tipsexchange.htm&usg=__D44O00xE4eEBs7JfT-XtZUnPsPQ=&h=480&w=483&sz=171&hl=fr&start=4&tbnid=ypH2FaImDSWShM:&tbnh=128&tbnw=129&prev=/images?q=Exchange+logo&hl=fr

http://www.google.fr/imgres?imgurl=http://www.rcserveny.com/RCS%20Blue/images/lotus-notes-logo.jpg&imgrefurl=http://www.rcserveny.com/&usg=__USVgBogY6Z7tqdbzdOVZJsWeBTQ=&h=279&w=280&sz=22&hl=fr&start=1&tbnid=3ZS0ZNQ96aJVbM:&tbnh=114&tbnw=114&prev=/images?q=lotus+Domino+logo&hl=fr


IPS PopupDisplay calling contact detail

Reverse lookupReformat phone number or search on last digitsDisplay up to 6 lines of contact info


Directory ExportExport/synchronization : AD, LDAP, textCUCM provisionning : User, device profile, line

Active DirectoryLDAP

Exchange Folder

Domino

CUCM

Text, Excel,XML files

DatabasesSQL Server,

OLEDB, ODBC

IPS GlobalDirectory

Active Directory,LDAP

Text file

http://blog.tmcnet.com/blog/tom-keating/images/cisco-logo.gif

http://www.google.fr/imgres?imgurl=http://coudot.blogs.linagora.com/public/coudot.blogs.linagora.com/logos/LDAP.png&imgrefurl=http://coudot.blogs.linagora.com/&usg=__WK_FeFKJeJb43z59hgPBeRsBm3Q=&h=228&w=150&sz=23&hl=fr&start=3&tbnid=gb830STL-_hoXM:&tbnh=108&tbnw=71&prev=/images?q=LDAP+logo&hl=fr



ProvisioningProvisioning CUCM : End User, device profile, LineProvisioning CUC : Voice mail account

Active DirectoryLDAP

Exchange Folder

Domino

CUCM

Text, Excel,XML files

DatabasesSQL Server,

OLEDB, ODBC

IPS GlobalDirectory CUCM

• Users• Device Profile• Line

Web

Ser

vice

Unity,Unity Connection

http://blog.tmcnet.com/blog/tom-keating/images/cisco-logo.gif



Corporate Speed dial• Load speed dials source directory (ex: text,

Excel),• Update speed dials from Web Directory,• Update translation patterns, via AXL SOAP.• Multi speed dials / multi partitions,


CIUS client

IPS Global Directory for CIUS


ClickNDialCustomers’ preferred Click to Call and directory


ClickNDial• Search contact and Dial :

– Select a number + hot key,– Personal contacts,– Search in Directories : AD, LDAP, Notes, …– Replicate Outlook / Notes address book,– Outlook addin,– Lotus Notes (Lotus Script),– Dial from Web page (tel:)– Search selected contact in directories.

• CTI optional module :– Popup (reverse lookup),– Telephony presence,– Calendar presence (Exchange),– CTI control (Transfer, Conference),– Call history,


ClickNDial packages

Functions / Packages Free Light Standard CTI Select and dial Personal contacts Addin Outlook LotusScript Notes Outlook synchronization Lotus Notes synchronization Dial from hyperlink, dial API Corporate speed dials Search corporate directories (up to 4) AD, LDAP, Domino database, Exchange public folder, IPS Global Directory

Global search in all directories Select and search contact Popup (search on calling party, when ringing) Telephony presence Call history : dialed, handled, missed Consultation, Transfer, Conference


IPS Manager Assistant



• IP Phone simple and efficient user interface• Optional Web interface/speed dials• Support for Extension Mobility• Centralized and simple administration• Up to 9 Managers / Assistant, 9 Assistants /

Manager, • Enhanced filtering features …

AFPAMFBNP ParibasBouygues ImmobilierBPCECrédit AgricoleCCI ToulouseComete CR Pays Loire

DassaultEADSEDF ProductionEDF Energies NouvellesGDF SuezIntespaceL’Oréal FranceL’Oréal Hong KongMairie de Rodez

Mondial AssistancePacificaPraxis ServierSILCATECHNIPTotal FranceTotal USAVuitton

Adopted and enhanced by top French Major accounts



Application menu and shorcuts to : consult Mgr, transfer , Redirect to Mgr

Call, monitor, pickup Manager’ line

Filter status and toggle

Associated Managers detailed status

User experience


Forward to voicemail

Monitor and filtering

Other assistants BLF

KEM with BLFStatus banner’s icons

Filtered by ourselfFiltered by other assistant

Forward to personal number



IPS Manager AssistantAssistant ’s IP Phone

Manager’s IP Phone

User interface available in English, German, Spanish, French


IPS Manager AssistantCan fit in CUPC tabWeb interface Additional speed dials

Supported on CIUS



Assistant filters the calls of the Manager, then transfer the call to the Manager,Up to 9 Assistants per Manager,Up to 9 Managers per Assistant,Full control from Assistant’s and Manager’s IP Phone,Optional Web Interface to control IPSMA, with personal speed dialsUp to two IP Phones (with shared line) per Manager or Assistant,Set Filter by pressing a button, button lighten to show the filter is set,IP Phone banner status to display more filter information,Associated Assistant can call the Manager’s directly,Option to filter only external calls,User manageable white list of up to 99 calling numbers not filtered,All Managers and Assistants may call directly a filtered Manager, adding an override prefix,When the Assistant set the Not Available status, the filter is set to another associated Assistant,When the Assistant set Available again, he/she retrieve the previous filters,Set forward to Manager’s personal member,Set forward to Voice mail,Set forward to other number,

Features list



Do not disturb mode,Manager pick up filtered calls,Manager divert not filtered calls by pressing one button,Assistant divert filtered calls by pressing one button,Assistant consult Manager by pressing one button,Assistant transfer to Manager by pressing one button,Not answered filtered calls can be stored in Manager’s or Assistant’s voice mail,Set pickup group between Assistant’s group,Manager/Assistant association and IP Phone settings (Phone Button Template, Softkey Template, Service URL Buttons, Speed Dial BLF) are set from IPSMA Administration,Multi-level Web administration,A Manager/Assistant configuration can be defined in 2 minutes,Batch configuration mode is supported,Provisioning APIs available,Support of primary/backup CTI ManagerSupport of publisher (primary) / subscriber (read only backup),Support of Windows Network Load Balancer or external load balancer,Optional Host Standby fault tolerant module,Supports Multi CUCM clusters configuration.

Features list


Administration


Administration


Hot Standby fault tolerance module


IPS Lock / IPS Phone Config• Forward settings :

– Forward all– No answer internal– No answer external– No answer detect. duration– Busy internal– Busy external

• Forward all toggle• Fwd no answer toggle• Do not disturb• List /dial all speed dials• Edit speed dials• Edit BLF• Line group login/logout• Change language

• Lock phone• Change PIN code• Clear call history


IPS Alarm Callback

User set an alarm on his phonePhone number to call or reminderOn scheduled time a popup is pushed to phone Popup is pushed again until validation or abort


• Send messages to IP Phone groups from IP Phone or Web• Push to talk to IP Phone groups (use multicast IP)• Define groups per locations, device pools, calling search

space, ip address ranges, phone lists, all phones.• Send message to one to five user defined phone numbers,• Gateway to send message to Ascom DECT.

Cisco Unifed CallManager

IPS Pager

Send message Send message& push to talk

239.0.0.0

Multicast IP addressRTP

Push

IPS Pager


Book meeting room or any shared resource from IP Phone,

Display information on resources,Display planning,Group of users/resources,Dependent resources.

IPS Reservation


Display image of person ringing on IP PhoneOpen the door from the IP PhoneSupport SIP or legacy Door Openers/camera

IPS Door Camera

IPS Camera serverASP.Net, IIS, JRE

Win 2000, Win 2003

Cisco CallManager

AXL SOAPJTAPI

SIP dooropenerWithembededcamera

Door

Camera Client

SOAP

http X

ML

IPS Phones 7921, 7925, 7941, 7961, 7942, 7962, 7945, 7965,7970, 7971, 7975, 8961, 9951, 9971


Busy Alerter

Informs caller when the called party is on line


Busy Alerter• Notify the calling party that the called party is already on

line (but accepts several calls),• Prompt a voice notification :

• To record a voicemail• To ring the phone • Be redirected to a switchboard

• And/or, displays an xml message on internal IP Phone:• To record a voicemail• To ring the phone • To set automatic callbacks

Busy AlerterJava, ASP.Net, IIS

Win 2000 ou Win 2003Cisco CUCM

Calling IP Phone Called IP Phone

(multiple calls)

Audio notification

External

caller


TAnnounce

Play an announce, while ringing the destination phone


TAnnounce

• Plays announces while ditributing calls to Attendants or Line Groups,

• Redirect on no answer / busy,• Redirect on closed,• Schedules per day of week, non working days,• Includes a small IVR• Includes call filtering (white or black list)• Calls and agent statistics• Statistics reports sent by e-mail


Legal notification of a recorded call

• Monitors automatically the lines recorded

• Redirect external calls to play a warning message

• Conference outbound calls to play the warning message

• Send an XML Popup on internal IP Phones

• Display a banner on recorded IP Phones

Your call is going to be recorded.

Recording notification


Voice Alarm, Voice callback

Audio server to program an alarmEnter alarm hour with dtmf codeHour confirm by vocal message,Repeat calls until the party answers

Voice CallbackAudio server to program automatic callback for

busy/no answer lineDECT phones, analog phones,SIP basic IP Phones, 6901, 6911,External callers.

Type 1 to set an

automatic callback

Voice Alarm Enter the alarm’s time

on 4 digit


Voice Alert

Calls multiple destinations, plays audio message, ...


Voice AlertAlert CTI

ports Dial CTI ports

HTTP

Serv.

Handler

Call

Authorized DN

Call

ATA 186/188

Socket

HTTP

Appl.

WebRelay, Modbus/TCP

Authorized IP

Call, play

Handler

Socket

Relay


Voice AlertFeatures list

Triggers modeCall directory numberCheck authorized calling numberPlays audio message (G711)Confirmed by DTMF codeAcknowledge audio messageDry contact with ATA 186/188IP dry contact (WebRelay, Modbus)HTTP requestCheck authorized requesting IP address

DestinationsList of directory numbersList of IP PhonesList of device poolsList of locationList of Calling Search SpacesList of IP address prefixesExtension Mobility sup:portDirectory numbers updated while callingBroadcast or top downIP dry contact (WebRelay, Modbus)


Voice AlertFeatures list

Call treatments and recyclingAlert CTI Port display namePlays alert audio message (G711)Retry on no answerRetry if not listen a minimum durationRetry if no valid DTMF code enteredDrop calls forwared to extenal destinationsOverride IPSMA fillterDrop current call on busy lineMaximum retry parameterDelay between retries parameters

Monitoring and reliabilityURL to monitor application statusControl screen displays Voice Server's statusControl screen displays alert's statusAlert detail status, with failed causeAlert simplified logsHot Standby fault tolerant server


Voice AlertPerformances tests

Processor RAM # CTI ports Avg CPU %

Peak CPU %

I5-2400 1 core

2Go 50 3,3 41

I5-2400 1 core

2Go 100 8,2 44

I5-2400 1 core

2Go 150 16 70

I5-2400 2 cores

2Go 300 12 43

I5-2400 2 cores

4Go 300 10 39


Voice AlertSizing

Processor RAM

Bench.passmark

# vCPU # CTI Ports

I5-2400 4Go

6.1 (4 cores)

1 120

I5-2400 4Go

6.1 (4 cores)

2 300

Xeon L5640

6Go

8.1 (4 cores)

2 400

X5675 6Go

10.1 2 500


Voice Alert

Creates a pool of dial

Cti ports

Alert CTI ports parameters, created automatically for each alert


Voice Alert


Voice Alert


Voice Alert

Simplified execution

logs

Voice Serverstatus


Voice Alert

Result of alert by IP

Phone/destination,with failed cause

Current alert status, stop command


Call Restriction OverrideCTI ports

Call

User

Attendant(authorized DN)

Transfe

red after consult

Direct transfe

r

Redirect

Plays help message

Hit DTMF:number to call* : clear# : dial

Eventually adds external and international prefix

Redirected

(using CTI port CSS)

Call Restr.Override


Call Restriction Override

Busy

CTI portsCa

ll

User

Attendant(authorized DN)

Transfe

red after consult

Direct transfe

r

Redirected

Call Restr.Override

Redirected by CTI port


TSSO

Automate Extension Mobility login from the PC


TSSO user experienceExtension Mobility automatic login

Login when opening Windows sessionLogout when closing Windows sessionLogout when session locked or hibernateLogout (by CUCM) a defined timeRun an external application (Agent Desktop) on login, logout, …

Getting CUCM userId :Use Windows login as CUCM userIdSearch CUCM userId by Windows login on a LDAP or AD directoryAsk user to enter it the first time

IP Phone to use for login :Automatically detects the IP Phone on which the PC is connected (CDP, LLDP)Ask the user to enter the IP Phone directory numberLogin on last IP Phone


Load balancing on primary and backup CUCM servers

PC applicationRun on .Net 1.1, 2.0, 3.5Run on Windows XP SP2/SP3, Windows 7, Citrix compatible

Use Ext. Mobility WSUse RIS WS

TSSO architecture

https

CUCM publisher

TSSO

http

s

CUCM subscriber

CDPLLDP

Extension Mobility, Seviceability, AXL SOAP

CDP or LLDP capture


IPS Smart Pickup Group

Displays calling party’s infoAgent can select the partyAgent handles multiple callsCalls and Agents statistics


Quick Num Plan

Manage CUCM dial plan rangesSynchronized with CUCMSearch available and least used numbersReport dial plan usage


Save Extension Mobility users statusLogout all or selection of the IP PhonesLogin again IP Phones

Delog-Relog


CUCM Database management tool – advanced userTables contentsAssisted QueryExportBatch update

CUCM Query


Generates random PIN code / password and sends an email to CUCM users

Check PIN code expiration date

Check non trivial PIN code / password

PIN code Manager


When a call is not answered send an email to the user called

For a hunt group send the email to the supervisorCheck conditions :

Initialy called numberForwarded on no answerForwarded to voice mail

Missed Calls Email Alerter


Popup Web or Rich client CRM applications,Run independently from call center application,Popup on ringing, answer or dialing,Reformat calling phone number,Call History.

IPS Framework& CTI ServerCisco CUCM

Called IP Phone

ISP

External

caller

CRM application

Desktop Popup

Desktop Popup


• Web Callback• IVR Callback• Agent desktop Callback

form• Handles No answer, busy• Handles group and

personal programmed callbacls

• Blending option• On going calls monitoring• Historical statistics

Callback Server


• Based on IPS Pager technologie• Push prayer announcement• Time of day is calculated depending of city’s

location• Take advantage of multicast IP address• Push image on IP Phone• IP Phone XML settings

• Activate• Short notification• Long notification

IPS Call to Prayer


Updates and support

•First year included in product price, •13% price for additional years,•Minor and major updates,•Level 2 and 3 support,•4 hours answer delay for priority 1 issues,•Open from 9am to 7pm, Paris time,•Email / phone / WebEx support,•Zendesk forums / ticketing tool > quickly evolving•Telisca products source code is available from ‘Agence

pour la Protection des Programmes’.

Telisca products presentation

Technology

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lines of contact

ip phonesms

ucce ctios

cisco ip phones

cucm cti developments

ips global directory