EVERY CALL MATTERS The Intelligent Solution KX-TDE600 Pure IP Telecommunication System.

EVERY CALL MATTERS

The Intelligent Solution

KX-TDE600 Pure IP Telecommunication System

EVERY CALL MATTERS

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KX-TDE600 v3.0, February 2010

Introduction• KX-TDE600 The Intelligent Solution• System Overview

• KX-TDE – Converged Solutions• KX-TDE600 – Deployment

• Product Proposition • Key Business Applications• System Capacity & Overview• Business DECT• Business Applications & Solutions

Agenda

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KX-TDE600 Converged Solutions

All-in-One Converged IP Platform• Pure IP Platform, traditional telecom, and

Applications, a true converged system for today and the future.

Smooth Migration Path for TDA customers• Easy Migration is the key for converged

systems today –• Ideal for KX-TDA200 & 600

Easy Installation and Management• Easy to install system cards and enable

features and applications• Unified programming tool allows for remote

administration & maintenance.• Communications Assistant Server-Less

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KX-TDE600 – Key Features

TDE600 – Key Features• Enhanced IP system capacity*

• Increased System IP Terminal Capacity:• Support up to 128 System IP Telephones • SIP Phones (no need for separate server)• Support above 1100 users

• New Terminals Supported• NT400 Application Enabled IP Network Telephone• New DECT Models

• KX-TCA175 KX-TCA275 phones• KX-NCP0158 IP Cell Station

• ESVM Music-on-Hold built-in

• Benefits• Stronger Portfolio Solution• Able to better meet customer requirements• Unified Converged Solution with Applications KX-TDE600

* Version 3.0 Software

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KX-TDE600 – Key Features

TDE600 – Key Features continued• System Feature Enhancements

• High quality Music-on-Hold sound file support • Built-in as standard*

• Group Conference Mode with Meet me functionality for external parties connecting via DISA

• Common Extension Numbering (Extension numbers can be shared between multiple networked sites)

• Applications Support• Built-in support for Communication Assistant

Unified Communications Application• DECT CTI support – enabling Communication

Assistant software to work with DECT handsets• Customer Business Applications Communication Assistant

* Supported on new systems only

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TDE600 is ideal for:• Large Single Sites

• Factory• Hotel• Hospital• Offices

• Multi-Site Networks• Network to multiple offices

• Solutions with wide choice• Mix of Digital & IP handsets• Good range of wireless handsets• Mobility & Application Integration

TDE600 Deployment

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TDE600 Solutions TDE600 Solutions • Provide Head Office Solution• Network to other offices• Connect to Branch/Home Office

over VPN/Broadband Connection

TDE600 Solutions TDE600 Solutions • Provide Head Office Solution• Network to other offices• Connect to Branch/Home Office

over VPN/Broadband Connection

Connect Multiple Offices

Sales OfficeRegional Office

Head Office

Home Office

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World Wide Web

World Wide Web

PSTNPSTN

Managed IP NetworkManaged IP Network

= VPN Routers

TDE600 Office Network Solution

Branch Office NCP500

Corporate Office TDE600

Home/Remote Office

VPNRouter

VPNRouter

VPNRouter

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Basic Shelf KX-TDE600

368 Ports without DXDP 432 Ports with DXDP

2-Shelf System KX-TDE600 +

TDE620

608 Ports without DXDP736 Ports with DXDP

Max. System KX-TDE600 +

3 x TDE620


3-Shelf System KX-TDE600 +

2 x TDE620


360 users360 usersSingle CabinetSingle Cabinet

600 users600 usersDual CabinetDual Cabinet

900 users900 usersTriple CabinetTriple Cabinet

1100 users1100 usersQuad CabinetsQuad Cabinets

KX-TDE600 – Modular and Scalable

System Designed to growth to meet your customer future needs

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The KX-NT400 is an application enabled IP network telephone designed for easy touch access to business productivity applications

The KX-NT400 combines:

• Fully featured executive IP telephone• Colourful touch screen interface • Built-in Communication Assistant Application • Unified communications solution• IP Camera Integration• High quality audio (G.722) support• Bluetooth Headset support

KX-NT400 IP Network Phone

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Business DECT SolutionsNew Models

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KX-TCA 175 KX-TCA 275 KX-TCA 364

Two New handset models:

• KX-TCA175 – Standard Model

• Good performance in a larger handset

• KX-TCA275 – Compact Business Model

• Smaller handset, same great features

• KX-TCA364 – Tough DECT Model

• Tough handset with dust & splash

resistance*

New DECT Handset Models

*IP64 compliant

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KX-TCA175 – Standard Model

The KX-TCA175 is a perfect choice for users who want good performance in a larger handset

Key features include:

• DECT Handset with Headset Support

• Large range of PBX features

• Large Colour Back-Lit LCD

• 200 User Phonebook

• CTI Functionality (connect to applications)

Benefits

•Provide an ideal phone for general business use

• Office staff, supervisor, meeting rooms

DECT Wireless KX-TCA175 Handset

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KX-TCA275 – Compact Model

KX-TCA275 DECT handset combines compact size, light weight and durability, with a host of powerful business telephony features.


• DECT Handset with Headset Support


• Vibration alert & Large Colour Back-Lit LCD

• 200 User Phonebook

• CTI Functionality (connect to applications)

Benefits

• Provide an ideal phone for all business use• managers, security, meeting rooms


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TCA364 – Tough DECT Model The Panasonic KX-TCA364 is a rugged handset that meets the strict dust and splash resistant IP64 standards. This is combined with a vast array of business telephony features.


• Easy to use feature interface

• Headset Support


• Vibration Alert

• Large Back-lit blue LCD

• 12 Programmable Menu Keys

Benefits• Provide an ideal phone for Tough-type handset specially designed for rugged

environments and any business demanding harsh work environments. • industrial, manufacturing, healthcare, retail and warehousing markets.


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NCP0158 IP Cell Station

• 8 simultaneous voice channels via LAN

• No License required on TDE600

• Air Synchronization bridge w/ Repeater (A272)

• Power supply with Power over Ethernet or AC adapter

• DHCP Client/Static Address

KX-NCP0158 High Density IP Cell Station

NCP0158

IP CS & Traditional CS cannot Coexist in the same area

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NCP0158 IP Cell Station

* Compared to 2 or 4 channel solutions

KX-NCP0158 IP Cell Station Benefits

Cost effectiveness• Lower installation costs, with connection ports already installed (LAN port)• KX-NCP0158 provides unhindered access to wireless telephony for up to

8 simultaneous DECT mobility users per cell

• Benefits• Lower installation costs, with no need for special wiring to cell stations• Better flexibility to move cell station as business needs change• 8 users per cell station, providing lower number of cell stations required*• Extend to additional buildings, multiple floors with same LAN connections.•

Compatibility• KX-NCP0158, compatible with KX-TDE and KX-NCP communication platforms

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KX-NCP0158 IP CS provides wireless solutions:•Long distance installation on larger premises•Branch offices*• Save costs with wiring for converged voice and data networks.

DECT Cell Station Connection

Head Office

Second Building

Campus

LAN IP Network

Branch Office

*Requires VPN Access

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Communications AssistantUnified Business Solutions

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Communication Assistant

A unified communication productivity software suite to provides office staff with business tools to improve user and team productivity.

The application allows:

Intuitive PC based Point-n-Click telephony Real-time visibility of Presence & Availability Microsoft Outlook® Integration Visual voice messaging, team collaboration And a whole lot more…

With Communication Assistant, businesses can streamline their customer focused communications with easy and intuitive point-n-click operations.

What is Communication Assistant

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Remote Workers

Decentralised and Distributed

Organisations

Higher

productivity

Faster

response capability

Mobile

Worker

Improve Customer

Service

Unified Communications Solution

Communication Assistant provides

Unified Communication solutions to

customer needs

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• Easy to stay in contact• Fast and efficient way to connect with customers, suppliers, and colleagues –

improving communication efficiency.

• Increase User and Team Productivity• Quick, efficient lookup of customer information and speeds up person to person

and team communications and collaboration.

• Rapid Team Management • Quickly view team member's communication • activities and view vital statistics.

Empower Mobile Work Force• Leverage IP and wireless technologies to

provide anytime, anywhere access to corporate communications.

Benefits of Communication Assistant

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Communication Assistant UC Clients can be installed in three different modes depending on the set of features required.

Communication Assistant – User Modes

Mode: Basic Express

Point and click telephony – idea for application connectivity & dialing

Deployment type: [Server-less] or grow to [CA Server]

Mode: Pro

Intuitive point and click telephony – fully featured with real-time

presence indication.

Deployment type: [Server-less] or grow to [CA Server]Mode: Group Supervisor

For supervisors to easily monitor and manage telephony activities

of group members.

Deployment type: [Server-less] only

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Supported Telephone Terminals

No. Telephone Type Use with CA Recommendation

1 Digital Proprietary Telephone (DPT)

2 IP Proprietary Telephone (IP-PT)

3 Analogue Proprietary Telephone (APT)

4 IP Softphone

5 DECT Portable Station (PS)

6 Single Line Telephone (SLT) -

7 SIP Extension -

X Not Available

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QUICK OVERVIEWCommunication Assistant – Client UC Applications

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• Intuitive point and click telephony – with limited capacity

• Users presence and availability is only shown when clicked (phone status and presence icons in main window appear only as grey)

• User is limited in the number of contacts and call history entries

• 10 contacts• 10 call history entries

Communication Assistant – Basic Express

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• Intuitive point and click telephony – fully featured client software

• User presence status is shown in real time – as any contact’s phone status or availability changes

• Easily change your presence indication from default settings or define new presence states - for fast and efficient collaboration.

• Note: Presence is much more than just absent messages.

Communication Assistant – Pro

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Key Benefits

For informal call centre agent operations, CA Pro users can log-in/log-out of ICD Groups. In addition to all the CA Pro features, this enables the agent to access system features to:

– View all ICD groups the user is a member of, with Login/Logout status

– Log-in to selected ICD / or all ICD groups the user is member of.

– Log-out from selected ICD / or all ICD groups the user is member of.

– Start / End Wrap-Up to handle after call processing.

CA Pro – Agent Features

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• For team supervisors to monitor real-time telephony activities of group members.

• Access Group Call Reports for total incoming calls, average waiting time, overflow call or lost calls.

• Supervisors can silently Listen-in, Barge-in or even take over any group call for further handling, if required.

• Note: Supervisor mode is only available in server-less deployments

Communication Assistant – Supervisor

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Improve Business Efficiency

Enable desktop applications to have point-n-click access to business telephony – e.g. Dial directly from Word, Web pages etc using the copy and call function.

Users can also program a key – to automatically dial the selected phone number from any application.

Integrate with Common TAPI based desktop CRM applications (CA Pro, Supervisor & Console only)

Benefits Simplifies communication for telephony contacts Increases probability of real-time

communications

Integrate with Business Applications

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QUICK OVERVIEWCommunication Assistant – Server Software

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Communication Assistant (CA) Server is an application that provides the following additional capabilities:

• CA UC Client user capacity (up to 256 users)• Application users can use a central common contact list• Application users can select presence based contact method• Businesses can deploy CA in Thin Client IT environmentBenefits• Provides network-wide solution for team workers on single system

Communication Assistant Server

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ENHANCE BUSINESS PRODUCTIVITYIntuitive Point n Click Unified Communications Solutions

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No. Business Benefit Scenarios Link

1. Dial from any PC application

2. Point n Click Conference Call

3. Easy Call Recording

4. Set and View Presence and Availability

5. Visually Manage Voice Messages

6. Integrate with Microsoft Outlook

7. Easily Manage Teams

8. Communicate with Busy Colleagues

Business Benefits - Scenario Index

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Scenario: You are a busy office worker using office applications on your PC

– such as Word, Email (e.g. Outlook), CRM applications, or web based application.

You have customer contact numbers in your PC application and you want to quickly and easily contact the customer – without having to manually dial the number from your phone.

Solution: Simply highlight the desired number you want to dial – and

select “Copy & Dial” or press the pre-programmed key as defined in Communication Assistant UC Client.

Your phone goes off –hook and your desired number is automatically dialled.

You can now focus on the conversation rather then how to call the customer.

Dial from any PC Application

Dial any contact numbers from any PC application

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Procedure:• Simply highlight the desired number you want to dial – from

any application you are using – and select “Copy & Dial” using Communication Assistant UC Client – and you are done!

• You can assign a special single key to expedite making the call – e.g. select “F8” to make phone calls.

• Your phone goes off –hook and your desired number is automatically dialled.

Dial from any PC ApplicationWith Communication Assistant – Yes You can!

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Scenario:• While talking with a customer – you want to

conference in a project person who is working on the customer’s project to update her on new customer requirements.

Solution:• While on the call, simply select the Conference Call

option to initiate the conference call set up. You no longer have to remember any complicated key combinations, or special codes.

• You can now focus on providing better customer service and handle your business.

Point n Click Conference CallPoint-Click Multi-Party Conferencing

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Procedure•While on a customer call – simply click on the “Make a conference” option and then click on the available colleague’s contact icon from the main application window and you are done.

•To add more people on the conference call – simply repeat the steps. You can add up to eight (8) people in one conference call.

Point n Click Conference CallWith Communication Assistant – Yes You Can!

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Scenario:• While on a customer call, you may want to save a

recording of the customer call – for business needs.

• You may also wish to automatically record all calls without having to remember to manually press a button.

Solution:• To record a call – while on the call – simply select the

record to Voice Mail icon and the call is automatically recorded to the Voice Mail system.

• The software also allows you to automatically record all calls – if enabled.

• You can now focus on providing better customer service and concentrate on your business.

Easy Call RecordingPoint-Click Call management (Call Recording)

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Procedure:•While on a customer call – simply click on the “Record to VM” icon and your call gets recorded to the attached TVM50/TVM200* Voice Processing System.

•If you prefer that all calls get automatically recorded – simply click to enable the “Record to VM automatically” feature under the Options menu.

Easy Call RecordingWith Communication Assistant – Yes You Can!

*optional

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Scenario:leaving your desk for a meeting you want to make sure that any calls from your customers get forwarded to your onsite DECT mobile handset.

You want to inform all colleagues of your presence status to ensure that you never miss any business opportunity.

Solution:Select from either built-in presence settings, edit and customise the settings for your own needs, or create a new entry. Once modified – simply click to select the presence settings (e.g. In a Meeting) and with one click – all customer calls get forwarded to your DECT mobile extension while any calls from work colleagues receive the Do Not Disturb indication.

With CA - you never miss any business opportunity.

Set and View Presence and AvailabilityCheck and Inform Availability with one click Presence

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Procedure:Simply select the presence and availability setting you want to select from the drop down menu, click it – and you are done. You may select from predefined presence settings such as “Available”, “Urgent Only”, “Will Return Soon”, “In a Meeting”, “Not At My Desk”, or “Gone Home”.

Should you need to modify a setting select the “Modify” option and if you need to create a new setting of your own – simply select the “New Setting” option, enter and update the data and press OK to submit.

Set and View Presence and AvailabilityWith Communication Assistant – Yes You Can!

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Scenario:•As you are about to rush out to a meeting – you notice that you have multiple voice messages but only have time to listen to the important ones from your customer.

•You want to share any important voice message by forwarding it as an email attachment to work colleagues.

Solution:•With Voice Mail Assistant for CA, Unified Messaging is built-in. Simply click on the Voice Mail icon to connect to the TVM voice mail system, and you are presented with a visual list of all voice messages you have received.

•Simply click on the message that you want to listen to – and if required, download the messages to your PC – for forwarding to colleagues via email.

•Focus on what is important to you and never miss any business opportunity.

Visually Manage Voice MessagesVisually Manage Your Voice Mail Messages

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Procedure:• To check for your voice messages, click on voice mail icon

and then select the “Call Voice Mail” option.

• The Voice Mail Assistant window will pop-up – allowing you to visually see all your voice mail messages and giving you the opportunity to select the ones you would like to play.

• The software also allows you to:• Play and pause messages & Skip messages• Change message playback speed• Delete messages• Download the message to your PC• Send messages via E-mail• Call the person who left the message

Benefits –Improve Productivity

• Quickly and easily make contact with customer and colleagues, quicker and faster when out of the office

Visually Manage Voice MessagesWith Communication Assistant – Yes You Can!

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Scenario:•You use MS Outlook® as your preferred PIM and want to dial all your customer contacts from within MS Outlook®.

Solution:•Simply use the built-in Outlook Toolbar and it allows you to dial/answer calls from within MS Outlook®.

•If a call comes in from a contact that is already registered in your MS Outlook® contacts, the application can even pop-up the relevant contact details allowing you to improve customer service.

•Focus on providing better customer service and handle your business.

Integrate with Microsoft Outlook®Use MS Outlook® to dial / answer calls

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Procedure:•To use Outlook to make and receive calls, simply use the Outlook toolbar that comes with Communication Assistant.

•You can either enter a number in the dial field and press “Enter” to dial, or select a contact from your Outlook Contacts list and right click to “Call Contact”.

•When you receive a call, you can also answer the call from within Outlook toolbar by pressing the “Answer” button.

Integrate with Microsoft OutlookWith Communication Assistant – Yes You Can!

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Scenario:•You need to manage a team of agents and want to easily keep an eye on how they are handling customer calls.

•You may wish to silently “Listen-In” to a call to make sure that a customer call is being properly handled by a new employee.

Solution:•Focus on managing your team and easily handle your informal call centre to provide better customer service.

Easily Manage TeamsVisually Manage Your Team with point-n-click

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Procedure:•Simple run Communication Assistant Supervisor and use it to easily and visually manage your team.

•The Current Member Status shows you status of all team members in real-time.

•The Group Call Report section shows you total incoming calls, average waiting time, overflow call or lost calls.

•Select a member – and you can log them in to the group, or log-out – if needed.

•As a supervisor, you can silently Listen-in, or even – take over the call for further handling, if required.

Easily Manage TeamsWith Communication Assistant – Yes You Can!

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Scenario:•As a secretary you want to inform your boss who is in a meeting that a guest has arrived and is waiting – without having to disturb your boss.

•You may also need to contact a work colleague to ask a quick question – but they are on another call.

Solution:•You can now chat with your boss or work colleagues from your computer – without having to disturbing them – if they are on a phone call.

•The software also allows you to escalate from a chat to a phone call – with the click on a button.

•Make office communications – quick and efficient, and focus on providing better customer service.

Communicate with Busy ColleaguesQuickly communicate even when colleagues are busy

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Procedure:•Simply click on the contact icon for a colleague who may be busy on a phone call – but is online and click the “Start Chat” feature button.

•You can now communicate with your work colleagues using short text messages.

•While on a Chat, if you want to escalate the communication from a Chat to a phone call – simply click on the green dial icon within the chat window.

Communicate with Busy ColleaguesWith Communication Assistant – Yes You Can!

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THANK YOU

EVERY CALL MATTERS The Intelligent Solution KX-TDE600 Pure IP Telecommunication System.

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Transcript of EVERY CALL MATTERS The Intelligent Solution KX-TDE600 Pure IP Telecommunication System.