ESTOS ProCall 4+ Enterprise
Contents
1. a ESTOS Communication Solutions aboration Now with mobility and coll function alities in a new design Communicate and collaborate effectively Business class Unified Communications software Unified Communications amp classic CTI Efficient communication In the company Unified Communications and CTI solutions improve intensive communication work procedures As a pioneer of Computer Telephony Integration CTI ESTOS has its roots in technologies that bridge the gap between computers and telephony which are the foundation of Unified Communications solutions today Since 1997 ESTOS products have been improving work procedures in business areas with intensive communication The ProCall Enterprise client server solution is the innovative and awarded bestseller of the portfolio Unified Communications Unified Communications UC is a direct result of the convergence of the IT and telecommunication worlds These areas have converged ever closer towards each other and finally merge In the past different communi cation devices were developed sold and used separately They were also based on different networks e g E mail and telephone Through the shift of communication in IP based networks bridges were built by Unified Com munications between different forms of communication UC is therefore a holistic approach which integrates well known technologies from the IT and telecommunications sector2. unknown Server line management Cogan aS 02 08 2011 10 13 22 02 08 2011 10 37 19 02 06 2011 10 02 58 01 08 2011 15 34 36 01 08 2011 15 16 42 02 08 2011 10 00 31 02 08 2011 10 39 19 02 08 2011 10 33 29 29 07 2011 16 51 49 01 08 2011 09 58 45 01 08 2011 12 38 37 01 08 2011 18 11 35 02 08 2011 10 11 24 02 03 2011 10 16 12 02 08 2011 09 57 13 02 08 2011 10 32 09 02 08 2011 10 33 33 02 08 2011 10 01 00 29 07 2011 08 01 34 02 08 2011 10 16 05 02 08 2011 10 31 27 02 08 2011 10 03 39 29 07 2011 09 56 49 02 08 2011 10 37 26 02 08 2011 10 14 43 02 08 2011 10 37 47 29 07 2011 18 06 32 02 08 2011 10 42 25 unknown unknown unknown unknown unknown b mi Searching company wide with rapid results Searching for employee and contact data in various com pany databases can be a time consuming process Typi cally databases for various business areas need to be browsed to find the desired records ProCall Enterprise client solves this problem The product includes an ODBC and a powerful LDAP interface for linking contact data bases that goes beyond Outlook Exchange from private and public folders Lotus Notes and Tobit David InfoCen ter contacts Databases In many cases it makes sense to connect contact databa ses and telephone books centrally To facilitate this the telephone directory can be integrated with the server as a data source The optional MetaDirectory can be used to enable access to a
3. and uncomplicated problem sol ving For the user this eliminates the need for endless further enquiries and saves an enormous amount of time Bookl Microsoft Type your text here Flyer e Marketing e tbd ProCall Desktop Sharing window be ae N Support user agility Optimize work procedures Simplify repetitive tasks and eliminate any source of errors The task of the ProCall client is to optimize communication intensive work processes e g in purchase handling customer service or sales departments From a technical point of view it s about intelligently interweaving UC and CTI functions with Groupware CRM ERP or specialized applications so that the indi vidual user will expand noticeably less effort and become more agile What is ProCall Enterprise ProCall Enterprise is a Unified Communications solution featuring CTI presence management and instant mes saging designed for companies that want to improve their business processes in communications intensive ap plications The modular client server solution for Micro soft Windows and Office environments includes powerful components that enable deep integration with the exi sting IT infrastructure and compatibility with emerging technologies to protect current and future investments What sets ProCall Enterprise apart Continuous innovation has made ProCall Enterprise a technological leader a trail blazing original that is set ting sta
4. coupled with the ability to provide information are stan dard Every small improvement that leads to an alleviati on of operations helps the employees and allows them more time to concentrate on their own actual tasks It is precisely here where the functions of ProCall Enterprise Collaboration come in In addition to presence management instant messaging and improvements in overall co operation on the basis of Federation the connection of open standards SIP SIM PLE and secure protocols TLS ProCall Enterprise offers many features which improve co operation between em ployees within a team or on an inter departmental ba sis Examples are the ProCall Monitor or the integration of calendar information Additionally ProCall Enterprise extends the desktop sharing function which increases co operation in small and medium sized companies via improved visual components that simplify workflows and at the same time improves the company s problem solving expertise gy Hans Rahn would like to start screen sharing with you Do you want to accept Accept Deny 4 Favorites ProCall ea Productmanager 100 109 Business 100 Katja Frenzen Business 2 109 Se Order Processing 103 Private 49 8151 64584787 a Richard Herm Mobile 49 179 1236587 by a Worker Write an e mail HansRahn sotse de Send message Send text message SMS 49 179 1236587 Harald Kurz Partner Manag
5. into a new concept Successful communication The aim of UC is to unify communication processes to relieve employees and at the same time increase custo mer satisfaction On one hand this is achieved through the availability of UC solutions for all employees and on the other through the integration of different networks systems media and company applications for example E mail computer telephony integration CTI presence management or instant messaging on a typical PC work space The central controllability of the UC system also plays a role All these points are the value proposition of UC More business value through the optimization of communica tion intensive business processes To ensure that this promise is honored ESTOS offers the client server platform ProCall Enterprise a professional Unified Communications solution for small and medium sized companies and easily linked to ITC infrastructure ProCall Enterprise offers CTI presence management and instant messaging as well as further functions to impro ve cooperation collaboration in the company and be yond Federation It is the perfect combination to op timize your existing ICT infrastructure for example for Microsoft Office groupware systems like Microsoft Ex change with Outlook Lotus Notes and Tobit David CRM ERP and vertical market applications Windows Terminal Server Citrix and established virtualization technologies ProCall 4 Enterprise
6. of Apps for iPhone iPad and Android in the Unified Communications UC solution ProCall Enterprise as well as in the existing telecommunications infrastructure The main functions ProCall Mobile is optimized for mobile use and has all of the most important functions available for each smart phone platform Even on the move the user can quic kly and easily gain access to existing corporate contacts make phone calls redirect calls and with presence ma nagement discover whether colleagues are on the phone or are available at work The design of Apps places spe cial emphasis on operability so that easy use is guaran teed in your daily work routine at any time This range of activity is derived from the intuitive design Access to personal favourites whilst underway Contact details of personal favourites are automatically synchronized with the office workplace and accessible on the move ProCall Mobile allows the initiation of te lephone calls the sending of text messages the writing of instant messages or simply navigating to selected contacts With ProCall Mobile s presence management you can always keep track of your contact s availability allowing you to decide the appropriate form of establi shing contact depending on the situation You are able to see if the contact is engaged in a meeting or if he is already on the phone on another extension Control your own availability There is the opportunity to control your
7. of the presence status of a certain per son tagging This is an extremely helpful function if you are waiting for a person to return to their workplace be cause you need information urgently This is noticeable in its similarity to social networks func tions Therefore ESTOS sees the federation as key tech nology for the employment of Web 2 0 applications in a business environment Ll Groupware ontact data from CRM ERP or vertical applications Workstation Outlook TAPI Notes compliant Tobit application TAPI i Y analog digital IP etc Ve WLAN alternative Overview typical solution with federation As a team Better co operation Efficient co operation within a company in teams and on a departmental wide level Today co operation is a central part of the performance and competitiveness of a company With Collaboration the ProCall desktop sharing system the professional teamwork in your company will be strengthened andco operation of employees specifically promoted What is Collaboration The word collaboration is derived from the Latin word cOlaborare which basically means group co operation Within a company this co operation is of vital importance to the successful implementation of common goals Today s daily work places high demands on multi inter action High availability over a broad range of commu nication channels phone e mail and instant messaging
8. value and in the context of Unified Communication systems is confronted with communica tion enabled business processing and must justify the use of new technology based on specific metrics The ma nufacturer of Unified Communications UC software ad vertises with promises like efficiency and process op timization Can these promises actually be honored To answer this the concept first of all needs to be explained What is business value Business value describes the value or benefit of an in vestment for a company On one hand these can be di rect effects e g cost savings These are reflected directly in profitability e g the return on investment ROI of a project On the other hand it also includes indirect ef fects such as the optimization of processes or increased customer satisfaction This can be difficult to measure but nevertheless should be considering when calculating the value of an investment For a specific project it is ne cessary to bear in mind in which areas of business value through IT in particular Unified Communications is this created C Mobile e Louis Sara 42 8157 909271222 ACME Software Inc Marketing Dept 1535 Bay St 94123 San Francisco CA United States oA wl G Integration of Microsoft Dynamics CRM 18 Individual team company According to a study by Gartner analysts UC solutions create three levels of a company s
9. 1368 Remove 498151368561 Update service m 4 0 0 9 x86 4 0 0 9 x86 CTl Server CTl Server C TESEN ET CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTI Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server CTl Server 40 09 x86 a 4 0 0 9 x86 4 0 0 9 x66 40 0 9 x86 40 05 x86 4 0 0 9 x86 4 0 0 9 x86 4 0 0 9 x86 4 0 0 9 x66 4 0 0 9 x86 40 05 x86 40 05 86 40 059 x86 4 0 0 9 x86 40 09 x86 40 05 x86 a 4 0 0 9 x86 4 0 0 9 x86 4009 x86 4 0 0 9 x86 40 0 9 x86 4 0 0 9 x86 4 0 0 9 x86 40 0 9 x86 40 09 x86 downloading D failed unknown unknown unknown unknown 40 1904 DE Client software 401 904 UK 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 90 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 0 883 DE 4 0 1 904 DE a 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE e 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 DE 4 0 1 904 UK 4 0 1 904 DE 4 0 1880 DE unknown unknown unknown unknown a
10. Flyer Message HTML gt an art ot rmat Text Reviev pees ERE eee gs tel 2 oF d gt E JE IE m co aU Sm pm ees tp estos de HansRahn Sotse de MichaelHeim Sotse de _ KatjaFrenzen Sotse de RichardHerm Sotse de ProCall 4 Enterprise Flyer Busy Hello Michael Q we need some more flyers of ProCall 4 Michael Heim Send an instant message to michael heim sotse de Ctrl I Microsoft Office integration UC in the company The conclusion of the early Berlecon Study 2008 Uni fied Communications for small and medium businesses was that the selection of a technical solution and an equal partner was critical to the successful implemen tation of a Unified Communications solution The latest study from Berlecon 2010 UC meets Business indicates that in the future external networking federation and integration in business processes CEBP will be the next focus to optimize customer communication and the in tegration of mobile employees Therefore next to investment protection a sustainable solution should have an architecture which can be quickly and easily integrated into the already existing ITC infra structure In order to enable this the product has to sup port standard protocols e g SIP SIMPLE or XMPP which allows collaboration beyond the borders of the company What is CTI Computer telephony integration CTI refers to linking telephony wit
11. Windows XP Vista 7 2003 2008 amp 2008 R2 Server 2012 Server e Compliant with 32 amp 64 bit Microsoft Windows OS Compatible with Py A citrix Vmware JT ready READY Windows Py S Server 2008R2 Windows 7 _ Windows 8 Compatible Windows Server 2012 Certified N Google play App Store PC Client software e Microsoft Windows XP Professional Vista 7 8 2003 2008 amp 2008 R2 Server 2012 Server e Compliant with 32 amp 64 bit Microsoft Windows OS Optional environment e MetaDirectory Version 2 0 or higher e Microsoft Exchange Version 5 5 or higher e Microsoft Outlook Version 2003 32 and 64 Bit or higher e Lotus Notes Version 6 5 or higher e Tobit David InfoCenter Version FX or higher e Citrix XenApp Version 4 5 or higher e Terminal Server 2003 or higher vV ACTIVE EE MultiSite and x i o CONTACTS l MultiVendor JB It AFIDUCIA Microsoft Partner Atech nology ESTOS Technology Gold Application Development The names of actual companies and products mentioned herein may be the trademarks of their respective owners Current as of 10 2013 Technical modifications reserved
12. and at the same time can signifi cantly reduce the call time The tiresome manually taking notes for calls calls journal can also be automated and hence eliminated In order to integrate the product into a heterogeneous data landscape it often makes sense to use the MetaDi rectory This creates a consolidation and standardization of contact data from various data sources making the data available to ProCall Enterprise This allows easy and efficient connection of contact data from groupware ERP and CRM systems or other industry solutions without being burdened by continuous additional queries More over third party address books e g telephone directory CD s can also be linked in this way How ESTOS honors the promise Basically two different paths are available for business process integration of UC and company software Firstly ProCall Enterprise offers a variety of interfaces that ena ble integration of a broad range of functions into the company software Secondly ProCall Enterprise provides access to relevant contact data from all company data sources Certain actions such as contact cards or order forms can be initialized directly from it as required The integration of ProCall Enterprise into the business processes of a company offers great potential be it an increase in efficiency due to partly automated processes or by improving customer satisfaction The positive effect of the interleaving of UC and company softwar
13. availability at any time which is essential in managing the communication flow Your contacts can see how and when you are availa ble and choose the best form of establishing contact ba sed on this information If for example you are in the car you can set your profile via the App to absent and add the information I m in the car Therefore your call partner is then aware that you are best contacted via the hand free speaker option on your smartphone whereas sending an e mail instant message or a text message whilst driving is simply inconvenient 10 Trace Calls The familiar ProCall Enterprise Journal is also available for mobile devices If a call is received on your extension and you are unable to take it personally ProCall Mobile Office allows you to take it whilst on the move If you receive a call on your desk phone and the number is not stored already in your smartphone phone book then you can view the call log allowing you to repeat the call Vanessa Neustadt Sara Zimmerman Bin im Auto unterwegs Justin A Stokes ProCall Mobile Favorites Remote control for the desk phone Have you ever forgotten to arrange call forwarding from your desk phone to another phone number With ProCall Mobile you also have mobile access to your desk phone and can organise call forwarding to any contact from your phonebook You also have the option to dial any phone number from your smartpho
14. bile Convergence solutions Thus a conversati on on the smartphone is considered to be in the presence management system of the Unified Communications UC solution ProCall Enterprise If you are in a conversation the presence status is signalled to all contacts The typical FMC solution One Number Support is applied to control the extension from the smartphone Safety ProCall mobile was developed taking into account BYOD Bring Your Own Device and stores no data itself on the smartphone To subscribe to the Unified Communications UC solution ProCall Enterprise a username password and accessible Internet HTTPS address are required The applicable safety rules for changing a user s password ap ply for ProCall Mobile 11 Everything at a glance With a personal touch All important information arranged clearly and individually The ActiveContacts technology in ProCall puts the focus on the individual With Active Contacts users can track information such as contact data and telephony status in real time and trigger certain tasks These presence management mechanisms including integration with the Microsoft Outlook calendar make sure you always know when and via which medium your contact partners are available What are ActiveContacts ActiveContacts are contacts that you receive more infor mation about The ProCall server links all known contacts with information and the actions of various services including telepho
15. brand ECSTA series in 32 and 64 bit versions available for various systems Each version is created in close collabo ration with manufacturers guaranteeing reliable and te sted functionality MS Terminal Server or Citrix 7 eens T O FSLN CL I 50 30 20 50 N we i y i IP PBX i Hybrid PBX i Classic PBX Mobility PBX ProCall Enterprise Server AU ProCall Enterprise Client AN ProCall Enterprise Client ProCall Enterprise Client IP Desktop Phone Desktop Phone ProCall Enterprise Client tt ptt ho 16 MultiSite and MultiVendor These drivers and or middleware solutions help create highly scalable systems with more than 1000 members When companies merge the integration of distributed systems MultiSite by various PBX vendors MultiVen dor is required This can be easily implemented with ProCall Enterprise So the presence information for each user within the network can be shown at each location The competence of ESTOS counts in complex projects in Windows Terminal Server and Citrix environments too ProCall Enterprise is also employed for load balancing clustered Citrix Server solutions Branch B 3 Location 20 User MultiSite via Multiline TSP IP PBX Hybrid PBX Classic PBX Mobility PBX IP PBX Hybrid PBX Classic PBX Mobility PBX ProCall Enterprise Server AS ProCall Enterprise Client AU ProCall Enterprise Client IP Desktop Ph
16. business value On an individual level it improves the productivity and perfor mance On a team level it permits efficient cooperation And at the corporate level the integration of communi cations into company wide applications is essential UC can bridge the gap between different software solutions such as ERP and CRM systems and thus optimize pro cesses and also increase customer satisfaction Integration into business processes On its own ProCall Enterprise contributes to greater effi ciency However its full potential comes into effect when it s integrated into the company software for existing business processes Due to this operational procedures are made easier or are even completely automated A business process is a sequence or a set of logically related activities which contribute to the value of the company Mobile e Pete Wagner 1 404 7043345 Sales Force Inc 705 West Peachtree Street GA 31772 Atlanta Birthday Today Customer 12345678 b open with Salesforce Just a note for the Salesforce CRM G B GZ i gt E Integration of Salesforce Interlink CRM ERP and business applications With ProCall Enterprise integrated into the entire busi ness process all important customer information is available from the first ring of the phone The customer can be addressed personally and treated in a courteous way This increased customer satisfaction leads to a more professional impression
17. certificate DNS SRV record a Federation with PE via Federation Service System requirements Registered authorized by Federation Service Hosted Federation Service Enterprise boarder What is federation A federation is a special trust frame or trust network for users of IT and telecommunication systems which creates a secure structure for communication between organiza tions and companies Within the frame of this structure every organization de fines the quality of the information which it would like to reveal and decides which services and systems may be used for the exchange of information Typical commu nication services which are used today on the base of a federation are presence management and instant mes saging chat The presence management of a federation allows the exchange of presence information with for example partners or customers beyond company bor ders Federation with ProCall Enterprise Benutzerdaten e g Active Directory Server Firewall TSP Mobile i Service i z TCP V 24 l USB S CSTA over TCP V 24 5 Enterprise boarder If somebody is online and available then one can get in touch ad hoc via phone or send a text message and can expect an immediate answer instant messaging chat Furthermore ProCall provides even more functions There is for example the possibility of being informed about any change
18. dministration minimize Costs Central server services are at the heart of ProCall Enterprise Those services are divided into user manage ment also in Active Directory if desired telephony integration interface services databases status monitoring and a central caller journal They are characterized by straightforward and uncomplicated configuration Central server services The ProCall Enterprise server provides various central ser ver services configuration and administration for clients and applications on a rigid scalable and cascadable plat form Connection to IP hybrid or classic TDM telephone systems is made using this platform It offers mechanisms for fallback and reconnect which the server continues to make available even if the telephone system has failed The mechanism also provides client reconnect in case the server hardware is not available due to maintenance Operation does not require a Windows domain Users and telephones Within the framework of connecting the server for te lephony devices and lines from the telephone system are made available as resources for computer telephony User management involves assigning lines to users and computers and a customized and differentiated distribu tion of rights depending on the scenario This makes it easy to address the special requirements of boss secreta ry connections User management can alternatively be handled with the Microsoft Active Directory which saves b
19. e to the business value is clear Therefore the large number of documented interfaces and examples of complete so lutions for the most popular ERP CRM applications and other industry solutions makes ProCall Enterprise ideal for all types of integration scenarios Data source of leading application like CRM ERP or industry specific applications Additions and modifications e g MS Nav Connection are done directly MS CRM Mapping in leading application Client of leading application CRM ERP or industry specific applications Open a contact directly in leading application with just one click by using action urls provided by MetaDirectory or ProCall SDK ProCall Enterprise Conversation window and contact details customization using XSLT templates Normalization Import Replicators MetaDirectory Processing and standardization Contact information with user defined content e g customer number orders Information processing medel 19 Communication Solutions ESTOS GmbH ProCall 4 Enterprise Petersbrunner Str 3a 82319 Starnberg Germany System requirements Phone 49 8151 36856 177 PBX hardware Fax 49 8151 36856 199 e TAPI or CSTA enabled PBX Advanced u B F g Technology Partner contact estos com www estos com PC Server hardware Presented by e Workstation with 2 GHz CPU e 2 GB memory e 1 GB hard disk PC Server software e Microsoft
20. er 112 Michael Heim Software Developer 115 A Heinrich Vogel gt Technical Support Specialis i 201 102 Share screen RE SHAAAORE SESSICSEE Request screen share Open contact details Open calendar Website Prepare call F oe Plan call gt Call forwarding Set presence Additional actions b Create new contact Create new journal item Tag for status change alerts Authonzation leve Personal Add contact Remove contact EJI ProCall mainwidow kontextmenue ny a hi Biin T os 2 Sone M nae al i gt SS ca Wag ma Hg 2 waa x SY i Se 7 3 A EA e z TAN LA N Wi adii T Desktop Sharing Compared to specialized applications that due to high cost are usually only reserved for a few users ProCall Enterprise enables the use of essential functions of the desktop sharing feature without effort ProCall users can easily request or release a screen share This immediately leads to better and more effective co operation aa 10 20 3 208 Session ID oa aat ESTOS i Eskop Share Viewer PAI Mo EM EE rile rome insert agen Promote Practical benefits PC technical or comprehension problems are often com plex and not easily resolved over the telephone or by e mail This is where the desktop sharing feature of ProCall Enterprise comes in Directly viewing the desktop of the other party allows faster
21. er esto 4 0 0 9 x86 4 01904 UK 02 08 2011 11 3 CTl Server esto 4 0 0 9 x86 4 0 1 904DE 02 08 2011 12 0 CTl Server esto 4 0 0 9 x86 4 0 1 904 DE 02 08 2011 12 0 CTl Server esto 4 0 0 9 x86 4 0 1 904 UK 02 08 2011 12 2 CTl Server esto 4 0 0 9 x86 4 01904 DE 02 08 2011 11 0 CTI Server esto 4 0 0 9 x86 4 01 904 DE 02 08 2011 11 3 CTl Server esto 4 0 0 9 x86 4 01904 DE 02 08 2011 11 3 CTl Server esto 4 0 0 9 x86 4 0 1 904 DE 29 07 2011 18 5 CTl Server esto 4 0 0 9 x86 4 01904 DE 01 08 2011 09 5 CTl Server esto 4 0 0 9 x86 4 01904 DE 01 08 2011 12 3 Automatic Client Update Server remote installation The update service installs anew version of ESTOS ProCall Client update Info 17 quickly and easily More Business Value For Your Company Share the successful Formula of ProCall Enterprise The value promised by Unified Communications lies in the efficiency of the users and to raise the busi ness value that represents the value of an investment for a company Unified Communications solutions increase the business value especially when combined with business applications This results in the ESTOS formula for success Unified Communications UC Integration with existing business processes Increased business value The promise Almost every IT decision maker is now faced with terms such as business
22. erated Journals can be adapted to personal requirements in a similar manner Information about a missed call can be sent to any E mail address and a return call can be made or plan ned with a simple mouse click Information about the selected contacts can also be displayed for outgoing calls Memos and project assignment General information and memos on conversations or dialog partners can be easily recorded and accessed at any time The services also include assignment to project codes or client based categories as well as interfaces for centralized evaluation of this data Seamless integration with business applications For outgoing calls the integration of ProCall Enterprise into Microsoft Windows means users can directly dial numbers and retrieve personal contacts from nearly every application The so called Office integration enables seamless integration into Microsoft Office applications Lotus Notes as well we established business applications Benefit on the move With Apps for iPhone iPad and Android Secure access to your communication platform ProCall Enterprise with mobile devices With the rapid proliferation of smartphones and Tablet PCs ESTOS has expanded its mobility solution modules for Unified Communications and CTI Employees can now communicate more effectively on the move thereby improving co operation within the company The availability of your employees is optimized through a secure and seamless integration
23. h information technology With CTI com puter programs and applications can be used for telepho ny functions like the ability to automatically set up pick up and hang up calls Furthermore CTI uses callback and forwarding functions to connect callers and set up con ference calls Typical CTI programs notify the user of the status of all telephones end devices regardless of whether they are wired or mobile DECT devices Inte gration with information technology happens on several different levels integration of data services integration on the application level and integration in the user in terfaces With CTI a distinction is made between the two architectures although hybrid versions are possible With CTI a distinction is made between the two architec tures although hybrid versions are possible First party the individual workspace CTI solutions can be utilized by individuals or deployed in network based settings for integration of multi party teams most single workstation solutions are directly con nected between the telephone and the computer which can also be set up using LAN Third party teams partner contacts For network solutions a CTI server centrally controls the telephone and its assignment to users and generally of fers intelligent services in addition to administrative ap plications These all establish the basis for collaborating as a team which ultimately creates more benefit and increased value com
24. ion Other asynchro nous media for example the fax is less important now due to the rise of E mail communication Because of continuous optimization of networks and the rising acceptance from users another relatively new me thod for written correspondence has been established instant messaging IM chat With this method two or more users communicate via text messages Messages are exchanged on a real time basis via a push method Users work usually with a special client application The clients are connected with each via the UC server or another service The usage is as uncomplicated as E mail with the advantage that it allows for aspontaneous reaction and an immediate response can be expected perfectly suitable for short queries Both presence management and instant messaging services complement telephone and E mail very well They allow the user to address the contact in a way appropriate to the situation In this topology you will see different types of federa tion Company A is in a federation with other compa nies B C D E parallel and in diffentent ways Federation e g with Google Talk Jabber org System requirements Public IP address Trusted certificate Edge server DNS SRV record Federation e g with Microsoft Lync System requirements Public IP address Trusted certificate Edge server DNS SRV record Federation with ProCall Enterprise PE System requirements Public IP address Trusted
25. lmost every standard contact database format This means Microsoft Exchange Lotus Notes Mi crosoft Dynamics CRM and Navision Tobit David DATEV Steps Business Solutions SAP Business One and all LDAP or ODBC compatible databases CRM and ERP systems as well as other business applications can be centrally con nected An address pool consolidated with MetaDirectory can also be made available as an Intranet telephone book for users without an ProCall Enterprise client 15 Solving tasks Even demanding ones Leverage the Technology Expertise of ESTOS for Your Project Intelligent drivers for standard client connections and networked systems make the best possible connec tion possible Options for native device drivers and middleware for different systems are also available This allows the implementation of scalable multi site and multi vendor scenarios in Citrix cluster solutions with load balancing Intelligent drivers and middleware Drivers are used to communicate between client and ser ver They provide access to telephony for two lines using Microsoft TAPI For demanding scenarios with networked servers there is a special high performance type of driver MultiLine Many telephone system manufacturers offer drivers for converting their proprietary protocols to the CSTA and TAPI standards Some however offer no dri vers or cannot meet the high demands of the market An alternative is ESTOS developed middleware under the
26. multaneously Group gt View 4 no sorting Message to ProCall user V Sort by display names a L2 bedi Add contact Sort by presence Add key Sort by phone number fal 164 v Title bar Bohm i Reinhold Lambert p SE GmbH SOTSE GmbH me us of office do not disturb intment external contact ontact ActiveContacts with CTI Users with CTI capability can take advantage of a multi function button CTI functions and actions can be trig gered based on the statuses of corresponding Active Contacts such as available busy absent and do not disturb You can easily pick up calls activate call redirects or assign specific numbers to buttons Any number of custom actions can also be set up This allows you for example to send a system code that activates a door opener Monitor with groups Nothing forgotten journals and tasks Missed calls and unreachable business partners can be managed with an array of configurable journals and tasks Personalized journals offer information about con versations with a contact and if desired this information can be made available across the entire company Micro soft Outlook users can benefit from the integration of these functions in the application Call backs new calls set ups and memos about calls can be processed easily and quickly 13 Runs like clockwork On a solid platform Easy integration configuration and a
27. ndards for competitors ProCall Enterprise is certi fied by numerous telecommunications and IT technology partners that all confirm without exception its reliable functionality and trouble free operation How does ProCall Enterprise work The ProCall Enterprise server is a tool for user admini stration and permissions management and offers au thentication based security It maintains central log files and journals and integrates databases while centrally controlling the lines of CTl capable end devices Various services can be integrated using a software development kit SDK Special drivers remote TAPI service provider are available to facilitate communication with other clientsandservers Theirtransparentimplementation using Microsoft TAPI guarantees unlimited compatibility with all TAPI compatible applications and groupware solu tions ESTOS offers ProCall Enterprise client versions that are optimized for Microsoft Outlook Exchange Lotus Notes and Tobit David InfoCenter Along with their ability to assist in dialing both client types offer contact journal and task management The solutions also include team functions that can be flexibly integrated into almost any scenario and feature with Microsoft Outlook calendars and short messaging services SMS ProCall gt a Available ss Mobile f Office Le sotse Search Favo Jour Uned Plan Fax Sort Sort by Data
28. ne on a desk phone You only have to de cide which desk phone to select and then initiate a call from your smartphone and it can then be made on the desk phone Handle planned calls Plan your phone calls at work and simply complete them with ProCall Mobile whilst underway Thus you can al ways keep an overview of the status of development and can decide which phone call you have planned next If you could not conclude a planned call a note can be as signed for example and you can process the call again later Chats at a glance The most recent instant messages from colleagues busi ness partners and customers can be seen in the App at any time and continued if necessary So you have the la test information at a glance New instant messages are highlighted so that you never miss a reply or forget to answer Use the chat function if you wish to transmit si lent information to your contact when a phone call is not appropriate or possible Finding instead of searching With ProCall Mobile you can safely and quickly find your desired contact in all of ProCall Enterprise s connected data sources The storage of contact information on your smartphone is unnecessary and has a significant safety advantage over synchronization with your desktop PC You can be sure that the contact information is always current This saves a lot of time FMC Fixed Mobile Convergence ProCall Mobile was developed with support from FMC Fixed Mo
29. ny calendar and personal presence management services that provide comprehensive infor mation about the availability of a particular contact This also enables integrating contacts that are not connected via CTI a key advantage over classic CTI applications ProCall Monitor On holiday now what Users can set up and activate call redirect functiona lity for end devices based on scenarios or user defined presence settings The appropriate forwarding scenario can be activated by setting a presence or absence sta tus line 1 to mailbox line 2 to mobile For other users end devices calls can be picked up and redirects can be monitored set and deleted provided the users have the appropriate authorization Sales Technic amp Support Marketing Order Management Lines Customer Supplier Project Fieldtrail Project Fair Rudolph Miiller John Eckert Petra Hauser i amp Chri 145 Gwe l i l 127 umgeleitet auf 333 GE 31 7 106 f Eva Gwendt Martin Seeler Robert Wagner Dirk 117 SOTSE GmbH 9 115 umgeleitet auf 158 Pe 5 SOT available available busy out with notice external contact in conversation appo ext c When can we meet With the team monitor you can see the availability of all your contacts at a glance You see who can take a call who s already on the line who s busy and who doesn t want to be disturbed You can also see who is away when that person is scheduled to
30. olutions for different federation scenarios What is presence management In the world of classical CTI concepts it was not the user that was the focus but rather their phone lines line centric architecture Here it was always line 177 Franz Mueller busy ProCall Enterprise as a SIP based UC platform puts the emphasis on the person a new person centric architecture Naturally here the per son communicating comes first Consequently it is now Franz Mueller busy in a call or Franz Mueller busy in a meeting until 12 00 If on top of this you integrate new media into the communication concept then the following questions arise Is the person want to communicate with available Through which medium can make contact The answer to this is provided by ProCall Enterprise s integrated presence management system It links the so called presence information with each user This is created by defined rules based on the status of several services e g telephony calendar and system services The presence information provides dynamic information about the availability of the com munication partner What is instant messaging In today s typical office environment two forms of media dominate the telephone to communicate in real time a synchronous medium and E mail as the predomi nant form of correspondence an asynchronous medium for a less urgent form of communicat
31. one IP Desktop Phone Desktop Phone Desktop Phone Topology MultiSite with WTS Citrix Installation and initial configuration Easy to follow wizards make it easy to install and con figure ProCall Enterprise software for the first time For larger installations administrators can distribute client software automatically using MSI mechanism Free trial ProCall Enterprise can be downloaded as a 45 day trial version with the full feature set enabled at no charge and without registering This applies to all ESTOS pro ducts under www estos com So you can completely check and test the software in your own specific environment before deciding whether to buy it License keys for the unlimited version can be obtained from our distribution partners qualified system integra tors and specialized dealers Ws LAPTOP LAPTOP ws WS WIN7 WS NOTEBOOK P ws Win7 WS WIN7 3 WS WIN7 jj LAPTOP LAPTOP S y xtens 498151368561 498151368561 Update installation status Reset installation status Open log file Automatic Client Update ProCall Enterprise is continually being updated ESTOS customers generally receive bug fixes and improvements within a major release release free of charge An automa tic client update service that is controlled and monitored centrally from a server can also be set up 4 0 0 9 x86 Client softwar 4 0 1 904 DE 02 08 2011 12 1 CTl Server esto CTl Serv
32. oth time and money Other user management systems can also be integrated Interface services The server employs different interfaces to interact with various applications Users can set up messaging services or integrate hardware for recording calls The interfaces are freely configurable In addition there is a software development kit SDK with a description of software in terfaces and examples for integrating third party appli cations 14 S i Configuration f gt General A Licenses a Presence domain 8 User database i a User authentication B Server database i Events B P Telephony 6B Location Jat Phone journal Pi Unanswered calls D Error handling 42 Lines a gt User management _ Global settings _ amp Profile User WG Groups iB Computer Cp Services i gl Update server L E Mail dispatch Py Notifications A SMS text dispatch JJ Call recording gt Federation i Federation Network configuration g Partner Domain configuration AQ Network Block domain iD Diagnose gt Databases B MetaDirectory Server status Status monitor ws f LAPTOP p Laptop ws ws wiNn7 E Ws NOTEBOOK p ws win7 Gj ws win7 E WS WIN7 g Laptop G Laptop pws pws Gj ws win7 E WS WIN7T WS WINT Uj LAPTOP WIN7 Add j pomputer name Own exter 49398151358 49815136568 49815135658 498151368 49815
33. pared to single workstation solu tions ProCall Enterprise uses an extremely powerful and scalable third party CTI implementation that works with all VoIP hybrid and classic TDM telephone systems that support CSTA or TAPI What does improved collaboration mean Today the tools for communicating phones E mails and increasingly instant messaging are fundamental compo nents in most areas of business life and therefore coo peration in the business environment New media appli cations e g desktop sharing offer enhanced functions as well as practical challenges users and administrators should not be overwhelmed commercially an optimum on investment protection should be offered and sustai nability should be promoted ProCall Enterprise unifies the use of typical communication services so that users can concentrate on their actual jobs in their individual business context and the overall associated process can therefore be simplified Better cooperation Between companies Federation as a future key technology improves cooperation between organizations The idea of social networks using web based technologies has reached companies The new key tech nology Federation makes this improved cooperation possible With federation organizations can exchange presence information and instant messages today in an open and secure way SIP SIMPLE amp XMPP In Europe ESTOS stands at the forefront of this development and can provide s
34. phisticated filtering options The search results or the found contacts can be processed in a single work flow within leading business applications When a call comes in the contact information pops up in the prefer red context Unknown phone numbers can be easily assi gned to an already existing or new contact aes gt _ Mobile ie Katja Frenzen gt bia 103 5 gt W 00 00 12 x SOTSE GmbH Petersbrunner Str 3a 82319 Starnberg Bayern Deutschland wo ae a BOD ifn 04 G Gv HE ITBestenliste de FROST SULLIVAN A NORTH AMERICAN i ENTERPRISE COMMUNICATIONS FEDERATION d ENTREPRENEURIAL COMPANY OF THE YEAR AWARD WZ ee aco ee 3 INTERNET 2 Unified Communications r oe amp Collaboration MOMAR ESTOS ProCall 4 0 Enterprise By eT 5 te EANA Y ee eed thee chert ipei ma iar bert g P Main and conversation window n S s y2 Always professional and relevant The pop up or automatic opening of contact data for an incoming call enables a brief period of preparation that lets the user address the customer personally The auto matic pop up however does not require the call to be answered The pop up can be configured and customized in any way the user sees fit The user determines which windows will open for exam ple whether a discrete speech bubble Microsoft Outlook contact or CRM application is auto gen
35. return and why they are ab sent Integration with the Outlook calendar offers an ap plication area outside of telephony making it possible for example to group calendar users and resources such as meeting rooms in your monitor 12 Always have the big picture ActiveContacts and multifunction buttons can be logical ly combined into any number of groups in two hierar chical levels These can be freely positioned on the desk top In its basic state Active Directory and server based contacts can be imported as ActiveContacts There is a default group that includes all ProCall users so you can refer to all available ActiveContacts when you need to Personal sense of order ProCall Enterprise can be placed anywhere on the screen or docked at the upper lower or side edge or in a discrete auto hide mode like that of the Windows ap plication bar Each user can apply their own concept for grouping contacts and buttons Locations organizational and departmental structures virtual project teams and MyFriends can be grouped A single contact can be assi gned to several groups Message recieved Individual users can exchange brief messages using the integrated instant messaging system For external part ners an SMS option is available Received and sent IM and SMS messages are recorded using history entries Entire groups can also be addressed at the same time meaning several participants can be informed si
36. source Data source A on top o Jana Frey SOTSE GmbH Status Out of office 8 HERH meee ee me a m eme emam eee m mm a m e me a e men e ee eee ae cee ee eee eee ma ea m e eee Katja Frenzen SOTSE GmbH f Status Available RH Business 103 Fe eatin GY Private 49 8157 6K Lena Frisch SOTSE Gmbh Status Available q B Mobile 49 179 878 i EJ Write an e mail Katjal Michael Heim SOTSE Gmbh 2 Send messa ge Status Bus q atus busy WW Send text message Sh Over Unger SOTSE Gmbh P Bildschirm freigeben E Status Out of office id Bey Bildschirmfreigabe an Open contact details Katja Frenzen SOTSE Gn G2 Open calendar Petersbrunner Str 3a 62319 Starnberg Deut Weabcite M Business 103 Private 49 8157 6002547 Mobile 49 179 8789652 E mail KatjaFrenzen sotse de Website www sotse de Data source UCServer Status Available Prepare call Plan call Call forwarding Set presence Additional actions Create new contact R E ENNE Create new journal ite Tag for status change 8 Authorization level Pe Add to favorites 2547 1652 renzen sotse de iS 49 179 8789652 fordern alerts sonal Quick access to contacts and information The main window of the ProCall client is intuitive and simple The search function is contact based and provides more so
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