ProCall 3.0 Enterprise - Functions
Comfortable Telephony
Controlling the phone
The graphical user interface is intuitive and simple. The search function is contact-based and provides more sophisticated filtering options. The search results or the found contacts can be processed in a single workflow within the leading business application.
Display of additional information
When a call comes in, the contact information pops up in the preferred context. Unknown phone numbers can be easily assigned to an already existing or new contact.
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.
Productivity
ESTOS ProCall Enterprise enables quick and easy access to contacts and information while communicating with customers and partners. This allows employees to provide professional assistance at any time. The immediate availability of customer data enables employees to individually greet callers - an essential advantage. The notice function delivers information and content about the last communication that can be seen and used during the current conversation.
Conversation journal
Missed calls and unreachable business partners can be managed with an array of configurable journals and tasks. Personalized journals offer information about conversations with a contact and, if desired, this information can be made available across the entire company. Microsoft 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.
Collaboration
Real-time collaboration requires a software that enables individuals, teams and organizations to quickly and efficiently accomplish various tasks. Within a company, the software being used to handle these tasks must integrate seamlessly into existing business and communications processes to meet expectations and deliver benefits.
Active contacts
Active contacts are contacts that you receive more information about. The ESTOS ProCall server links all known contacts with information and the actions of various services, including telephony, calendar and personal presence management services that provide comprehensive information 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.
Status information
Every user of this system has his own presence status: telephony status (telephony service), calendar status (calendar service), log in/ log out (system service) and the individual status. This information can be used for every team member - according to the current status of the different services. The following presence status can be displayed: available (green), busy (red), absent (blue), do not distrub (yellow) or not available (grey). The status of the colleagues who are not registered at the ESTOS CTI server are displayed transparently. Additionally notes, call forwarding and phone call protection can be indicated.
Individual comment for presence information
Beside of the coloured presence status individual notes can be also added. Each team member can set his present status individually to absent and for better overview add information if desired.
Further details like date, time, duration of the call and individual contact information can also be shown. Specific information can be added to each journal entry.
Calender Integration
Appointments which a add to the outlook calender are automatically set in the presence Präsenzbestimmung of ESTOS ProCall and are indicated as an appointment. The tool tip of the presence symbol shows all information registered in the calender and informs about appointment details. In addition, the personal outlook calendar can also be opened with the ESTOS ProCall client and monitor that means that appointments can added or changed in the leading system within a few seconds. To further improve the team collaboration, calender entries of other colleagues can also be processed.
Server
Server functions
The ESTOS ProCall Enterprise server provides various central server services, configuration and administration for clients and applications on a rigid, scalable and cascadable platform. Connection to IP, hybrid or classic TDM telephone systems is made using this platform. Those services are divided into user management – 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 and minimal time needed for administration in continuous operation. Connection to IP, hybrid or classic TDM telephone systems is made using this server 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.
MultiSite and MultiVendor
These drivers and/or middleware solutions can create highly scalable systems with more than 1,000 users. For example, mergers and acquisitions often require the integration of distributed systems (MultiSite) made by various manufacturers (MultiVendor). These drivers and/or middleware solutions can create highly scalable systems with more than 1,000 users.
Citrix and Windows Terminal Server environments
ESTOS specialties include complex projects in Windows Terminal Server and Citrix environments. ESTOS ProCall Enterprise can also be used for Citrix Server solutions clustered for load-balancing.
Automatic client update
The installation wizard, with its simple operability and logical design, ensures easy installation and initial configuration. For larger installations there is also the option of automatically distributing the software. An automatic client update service for the convenient downloading of software updates eliminates the need for on-site technicians, reducing costs. An automatic client update service that is controlled and monitored centrally from a server can also be set up.
User management
Within the framework of connecting the server for telephony, 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 distribution of rights, depending on the scenario. This makes it easy to address the special requirements of boss/secretary connections. User management can alternatively be handled with the Microsoft Active Directory, which saves both time and money.
Interface services
The server employs different interfaces to interact with various applications. Users can set up messaging services or integrate hardware for recording calls.
Software Development KIT (SDK)
The interfaces are freely configurable. In addition, there is a Software Development Kit (SDK) with a description of software interfaces and examples for integrating third-party applications.
Central integration of databases
In many cases it makes sense to connect contact databases and telephone books centrally. To facilitate this, the telephone directory can be integrated with the server as a data source. The optional ESTOS MetaDirectory can be used to enable access to almost every standard contact database format. This means Microsoft Exchange, Lotus Notes, Microsoft Dynamics CRM and Navision, Tobit David, DATEV, Steps Business Solutions, SAP Business One and all LDAP- or ODBC-compatible databases, CRM and ERP systems can be centrally connected. An address pool consolidated with ESTOS MetaDirectory can also be made available as an Intranet telephone book for users without an ESTOS ProCall Enterprise client.
Server status
The central monitor informs about all important server services. Information about registered users, configured lines, active clients and existing licenses are clearly available. There is also an additional automatic client update service.