Telisca products presentation

• 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

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

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.


Directory applications Audio applications
IP Phone XML applications
IPS Global Directory Busy Alerter Callback
IPS Manager Assistant TAnnounce
• Web Directory
• IPS Popup IPS Lock ECCI Recording Notification
• Personal Directory IPS Phone Config Voice Alarm
• Directory export IPS Alarm Callback Voice Callback
• Corp. speed dials IPS Pager Voice Alert
• Dir. Provisioning IPS Reservation Call Restrict. Override
IPS Door Camera
ClickNDial IPS Call to Prayer
Administration tools

Call center Quick Num Plan
Other Delog-Relog
IPS Smart Pickup Group
TSSO CUCM Query
Desktop Popup
Missed Calls Alerter Phone Robot
Callback Server
PIN & Pwd Manager
Maintenance & support

IPS Framework, CTI/Audio Server
.Net 3.5, IIS, JRE 6
Cisco Unified
Win 2003 / Win 2008
Communications Manager
Directories
Databases

Config.

ClickNDial, TSSO, IP Phone Services IPS Administration, Web Directory,
Desktop Popup IPS Pager, QuickAdmin


Extended and merged source directories
LDAP, AD, SQL, CUCM,
Exchange, Domino, Excel, Text, …
Union, distinct, merge, segment
Reformat phone numbers

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

T9 predictive search


Active Directory
LDAP, CUCM, Text CUCM
Translation
patterns

Corp.
Dir. Export / Provisioning
Speeddial
Exchange
Domino

Web Directory
Personal
T9, Cius Directory
IPS Popup
Ts keyboard
Outlook
Notes

IPS Global Directory Light

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


IPS Global Directory client for Android


Search and dial from a Web interface
•Multi language
•Themes
•Auto complete
search
•Dialer
•Jabber
integration
coming


Synchronise Outlook or Notes address book
Synchronise directly on Exchange and Domino
Personal
Exchange Directory

Replicated and crypted
Domino Address books

IP Phone Web Directory
XML application
Exchange 2007, 2010
Notes 8, 8.5


Display calling contact detail

Reverse lookup
Reformat phone number or search on last digits
Display up to 6 lines of contact info


Export/synchronization : AD, LDAP, text
CUCM provisionning : User, device profile, line
Active Directory Active Directory,
LDAP LDAP
IPS Global
Exchange Folder
Directory
Domino

Databases
SQL Server,
OLEDB, ODBC

Text file
CUCM

Text, Excel,
XML files


Provisioning CUCM : End User, device profile, Line
Provisioning CUC : Voice mail account
Active Directory
LDAP
IPS Global
Exchange Folder
Directory CUCM
Domino
• Users
• Device Profile
Databases
• Line
SQL Server,
OLEDB, ODBC Unity,
Unity Connection

CUCM

Text, Excel,
XML files


• 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


Customers’ preferred Click to Call and directory


• 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,


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 


• 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 …

Adopted and
enhanced by top
French Major AFP Dassault Mondial Assistance
accounts AMF EADS Pacifica
BNP Paribas EDF Production Praxis Servier
Bouygues Immobilier EDF Energies Nouvelles SILCA
BPCE GDF Suez TECHNIP
Crédit Agricole Intespace Total France
CCI Toulouse L’Oréal France Total USA
Comete L’Oréal Hong Kong Vuitton
CR Pays Loire Mairie de Rodez

User experience

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

Call, monitor,
pickup Manager’
line

Filter status and
toggle

Associated
Managers detailed
status

Status banner’s icons KEM with BLF
Forward to Forward to personal Monitor and
voicemail number filtering

Other
assistants BLF

Filtered by other
Filtered by ourself assistant


Assistant ’s IP Phone

Manager’s IP Phone

User interface available in English, German, Spanish, French

Web interface Additional speed dials Can fit in CUPC tab

Supported on CIUS


Features list
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 dials
Up 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 Manager
Support 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.


Hot Standby fault tolerance module


• 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
• Lock phone • Edit BLF
• Change PIN code • Line group login/logout
• Clear call history • Change language


User set an alarm on his phone
Phone number to call or reminder
On 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.

IPS Pager Push

Cisco Unifed CallManager

239.0.0.0
P
RT Multicast IP address

Send message Send message
& push to talk


Book meeting room or any shared resource from IP Phone,
Display information on resources,
Display planning,
Group of users/resources,
Dependent resources.


Display image of person ringing on IP Phone
Open the door from the IP Phone
Support SIP or legacy Door Openers/camera
Door
SIP door opener
With embededcamera

Cisco CallManager
IPS Camera server
ASP.Net, IIS, JRE
Win 2000, Win 2003

Camera Client

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

Informs caller when the called party is on line


• 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 Audio notification
• To ring the phone Busy Alerter

• To set automatic callbacks Cisco CUCM
Java, ASP.Net, IIS
Win 2000 ou Win 2003

External
caller

Calling IP Phone Called IP Phone
(multiple calls)


Play an announce, while ringing the destination phone


• 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.


Enter the
Voice Alarm alarm’s time
Audio server to program an alarm on 4 digit
Enter alarm hour with dtmf code
Hour confirm by vocal message,
Repeat calls until the party answers

Voice Callback
Audio server to program automatic callback for
busy/no answer line
DECT phones, analog phones, Type 1 to set
SIP basic IP Phones, an automatic
6901, 6911, callback
External callers.

Calls multiple destinations, plays audio message, ...

Alert CTI ports Dial CTI ports

Call

Authorized DN

ATA 186/188
Handler

WebRelay, Modbus/TCP
HTTP
Serv. Socket
Handler
Appl.

Authorized IP
Relay

Features list
Triggers mode Destinations
Call directory number List of directory numbers
Check authorized calling number List of IP Phones
Plays audio message (G711) List of device pools
Confirmed by DTMF code List of location
Acknowledge audio message List of Calling Search Spaces
Dry contact with ATA 186/188 List of IP address prefixes
IP dry contact (WebRelay, Modbus) Extension Mobility sup:port
HTTP request Directory numbers updated while calling
Check authorized requesting IP address Broadcast or top down
IP dry contact (WebRelay, Modbus)


Features list
Call treatments and recycling Monitoring and reliability
Alert CTI Port display name URL to monitor application status
Plays alert audio message (G711) Control screen displays Voice Server's status
Retry on no answer Control screen displays alert's status
Retry if not listen a minimum duration Alert detail status, with failed cause
Retry if no valid DTMF code entered Alert simplified logs
Drop calls forwared to extenal destinations Hot Standby fault tolerant server
Override IPSMA fillter
Drop current call on busy line
Maximum retry parameter
Delay between retries parameters


Performances 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


Sizing

Processor RA Bench. # vCPU # CTI Ports
M passmark
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


Creates a pool
of dial Cti
ports

Alert CTI ports parameters,
created automatically for
each alert


Voice Server
status

Simplified
execution logs


Current alert
status, stop
command

Result of alert by IP
Phone/destination,
with failed cause


Plays help
message CTI ports
Attendant
(authorized DN)

Call Restr.
User Override
Hit DTMF:
number to call
Eventually adds
* : clear
external and
# : dial
international
prefix


Attendant CTI ports
(authorized DN)

Busy

Call Restr.
User Override


Automate Extension Mobility login from the PC

Extension Mobility automatic login
Login when opening Windows session
Logout when closing Windows session
Logout when session locked or hibernate
Logout (by CUCM) a defined time
Run an external application (Agent Desktop) on login, logout, …

Getting CUCM userId :
Use Windows login as CUCM userId
Search CUCM userId by Windows login on a LDAP or AD directory
Ask 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 number
Login on last IP Phone


PC application
Run on .Net 1.1, 2.0, 3.5
Run on Windows XP SP2/SP3, Windows 7, Citrix compatible
CUCM publisher CUCM subscriber Load balancing on
primary and backup
CUCM servers

Extension Mobility, Seviceability, AXL SOAP

Use Ext. Mobility WS
TSSO
Use RIS WS
CDP or LLDP
capture

Displays calling party’s info
Agent can select the party
Agent handles multiple calls
Calls and Agents statistics


Manage CUCM dial plan ranges
Synchronized with CUCM
Search available and least used numbers
Report dial plan usage


Save Extension Mobility users status
Logout all or selection of the IP Phones
Login again IP Phones


CUCM Database management tool – advanced user
Tables contents
Assisted Query
Export
Batch update


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

Check PIN code expiration date

Check non trivial PIN code / password


When a call is not answered send an email to the
user called
For a hunt group send the email to the supervisor
Check conditions :
Initialy called number
Forwarded on no answer
Forwarded to voice mail


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 ISP
Cisco CUCM & CTI Server
External
caller
CRM application

Desktop
Popup

Called IP Phone


•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


•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


•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

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