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Connecsy Product Information Sheet for MS Teams (EN)

1. Introduction

Connecsy is an advanced attendant console with a level of functionality which far exceeds that of the average operator console. By using the Connecsy instead of the Unified Communication System’s “own” functionality, Connecsy takes away many limitations.

It is possible to use Connecsy in combination with Microsoft Teams, to create queues across these systems and to specify priorities and monitor them. Information about users can be enriched by connecting to information from external sources such as Azure Active Directory. Information about the availability of users can be enriched by making use of presence information, calendar information and information from other external sources.


Connecsy offers the attendant the flexibility of answering and transferring calls, viewing queues, viewing presence and accessing customer information. All information is available during this handling or can quickly be found with a few simple actions. The user interface comes in web client variant that is very intuitive. The layout can be personalized by the attendant himself or herself.

Connecsy is multi-channel. When handling calls, queue picking or transferring, the attendant can use e-mail and chat to communicate with the users or leave call-back details. In addition, it is possible to save notes about a call, view the caller name or show the user details for that extra personal touch.

2. Connecsy

Connecsy consists of the following components:

  • License for a resource account (Microsoft Teams Phone Resource account”)
  • Teams license for attendant
  • Connecsy licenses
  • Any licenses from third parties




2.1 Licenses

From Microsoft a “Microsoft Teams Phone Resource account” license per queue is needed to be able to register to our bot. If a call needs to be routed through a auto attendant first this has to be a separate resource account.

A Connecsy license per attendant is always based on concurrent sessions.

Within the Connecsy environment, third party applications can also be added. For example chat from ‘Whatsapp Business’, Email or other tailor-made solutions. These third party applications will have their own licensing structure.




2.2 Connecsy Client

The Connecsy Client is available in the Web Client user interface.

The user logs on with their Microsoft credentials, using same sign-on, to the client application on the Connecsy Servers. Each logged in operator uses one license.




2.3 Connecsy Server

Connecsy is a cloud client-server solution. The Connecsy Server handles all calls, providing queue information, contains the database for all contacts and maintains presence information about the users. This server also manages the licenses for the solution and integration.

The Connecsy Server is an application that runs on AWS in the cloud which is provided and supported by Pridis. The database is used to store the users and access notes, contact history for easy lookup by attendants and reporting.

3. Connecsy User Interface

This is the central screen on which the attendant performs all actions. This interface is intuitive and uncluttered and is the result of many years of experience with PC attendant consoles and of working together with attendants.

Depending on the preferences of the operator, the Connecsy can be operated with:
• The keyboard (Short-Keys)
• The mouse (Drag-&-Drop)
• Optional: Braille

The client central focus is to make the workflow of handling a load of calls as efficient as possible. The user has a clear insight in the calls waiting in queue, customer recognition and easy blind and announced transfer of calls or sending messages.

The client interface present a number of panels each of which has a clear function. the panels are fully responsive and resizable. For the Web-client the unused panels can also be removed. The layout is personal and can be saved centrally per attendant. Both interfaces can be used within one organization.




3.1 Web-client user interface

Most of the usual features are available. An attendant can log in directly via a browser using same sign-on to the Microsoft account.

A major advantage is that the web client is available from any location like homeworkers and can be used on any PC without first installing an application. An attendant is therefore even more mobile and not bound to a fixed workplace.
Img: 3 | Web-client interface




3.2 Queues in the Web-client user interface

New (waiting and not yet answered) calls are visible in the “Queues” panel. This field is shared with all Connecsy clients in the group.
Img: 4 | Web-client Queues




3.3 Personal ‘Workspace’

This field contains the calls that the attendant is handling. Each line represents a call. Icons are used to indicate the status of the call, such as Ringing, Active call, or Call on hold.

The following information is also displayed: the number supplemented with the name from the phonebook, the length of time that the call has been on hold and the reason for (or history of) the call.

The attendant also has the option to create notes that remain attached to the call, and go with it to another attendant if the call is transferred or taken over.




3.4 The phonebook (directory)

In this part of the screen, the attendant has access to the phonebook. There is an extensive search function with find-as-you-type functionality. The search is made in all fields in the phonebook, so on name, department, number, etc. Furthermore, phonebook information is displayed when a number is recognized, either incoming or outgoing. With the selection of the user a direct connection can be made, a chat can be started or a mail can be sent.

The attendant is also able to add and change information in the phonebook. The latest information is then directly available on all the other Connecsy clients.

In addition to the standard fields within the phonebook interface, 10 additional user-definable, and nameable fields are available. The displayed fields and their sequence are configurable.




3.5 Mailing from the phonebook

If a user has an email address in the phonebook, an email can be sent directly. Various templates can be created for these mails in which the predefined data fields are filled automatically. The mail is then further formatted and sent via the mail program on the PC (MS Outlook).




3.6 Calendar

A part of the screen is used to view the agenda of the selected contact or favorite. The current day is displayed as default, but the view can be moved to other days and/or weeks.




3.7 The “Chat” screen

This screen can be used to initiate and continue a chat between the attendants themselves. The Chat function between the Connecsy clients comes as standard and does not require any additional integration or a license. Pridis can provide an additional ‘Whatsapp Business’ module so external chat can be configured to Connecsy within the organization.

Customer still has to request a WhatsApp business account.




3.8 Real-time presence

If a presence provider indicates availability, then the availability of a person is displayed in this panel. This is indicated by color and status, with information from the various presence systems such as “telephony”, “Calendar” and/or MS Teams.




3.9 Queue overview

Another panel provides the status overview of the queues. A queue can be altered from this view, based on your authorization you can open, close the queue or temporarily remove yourself from this queue.




3.10 Favorites

Within the client the attendant can create multiple tabs here of the contacts that are regularly used. The sequence in the tabs is configurable by the attendant. This sequence is saved if the attendant logs out. The real-time presence is also displayed in this. This is identical to the phonebook.




3.11 Logbook

All calls that the attendant has handled are recorded in a logbook in chronological order. For a transfer, the department or extension to which the call has been transferred is also recorded.




3.12 Integrated dialer

Use the integrated dialer feature for outbound calls, for example, when you want to call a phone number that is not yet in the contact list.

4. Connecsy reporting

Connecsy has its own reporting module. The following reports are available in this module:
Image: 6 | Abandoned calls while in queue




4.1 Report options

Report options are start date, end date, export, print, and filters.




4.2 Abandoned calls while in queue

This is per queue: the total number on calls hung up while on hold. The number is specified per interval.




4.3 Call statistics per attendant

The call handling per attendant (operator) is presented including information such as the number of calls answered, placed on hold, connected through, etc. Totals for the specified period.




4.4 Call history details

Full call history per queue, including duration, status, and notes of the calls. This is per specified interval.
Image: 7 | Call history details




4.5 Incoming calls per day

The number of incoming calls and calls aborted per configurable interval (maximum 60 minutes). Also waiting time information.




4.6 Number of calls per queue

Provides a total overview of the number of calls per queue.




4.7 Time-based call statistics per attendant

This report provides the statistics about the incoming calls per individual attendant in intervals of one hour.




4.8 User session report

This provides a full session overview per user.




4.9 Transfers from attendants

The number of time a call is transferred to a particular extension, displayed per attendant.

Remarks for this report:
  • Transfer attempts, when the operator takes back the call when the call is not answered, will not be calculated in the report;
  • Consultations without transferring will not be calculated in the report;
  • As per connection multiple call transfers can be done (f.e. due to fallback), the total number of calls might be higher than the number of incoming calls.

Within web-admin interface all the reports can be printed or exported from the user interface.

5. Admin

Connecsy web-client has a separate administrator site where various setting and configurations can be administrated by using different panels.

Image: 8 | Web admin



5.1 Web-admin portal

The web-admin portal is a web-based portal hosted by Pridis, the portal can be accessed by authorized users and will display the different features based on the role of the user and the available features.




5.2 User management

Creating, editing, or deleting users can be done in this section. Users has to be added before they can use the application.




5.3 Email templates

Email templates can be added, edited, or removed from this section. Email templates are used to compose a new email message with or without an active call. You can use variables within the template text, for instance to autofill the caller number.




5.4 Task scheduler

The task scheduler allows you to view, create or modify scheduled tasks. Task can be defined for directory synchronization from for example: Azure Active Directory or Google Workspace.




5.5 Reports

This section allows you to create and download reports.




5.6 Directory management

Creating, editing or deleting phonebook entries can be done in this section. You have access to all the contact information of personnel within your enterprise.




5.7 Contacts

Allows you import new contacts or export your current directory data via a CSV file is available in this section.

6. Connecsy Directory Connector

Connecsy has its own central database for the phonebook. This database is shared with all the connected Connecsy clients. With the initial installation, the database is filled with data from the customer.

To keep this data up-to-date it is possible to perform a periodic import of phonebook data changes. This can be done using a CSV file or, if a Directory (Azure Active Directory) database is available within the organization, then directly from this Active Directory. This only works in one direction. Connecsy does not write anything to the Active Directory!

Other possibilities are, to use a directory connector and connect it to the your database or to Google contacts.

Multiple connections are possible. A Directory Connector license is required for each directory connection. The LDAP connector can use both non-secure LDAP and secure LDAP(s).

7. Additional Connecsy Connectors

Several integrations are available for Connecsy using a connector. There are a number of standard connectors available such as Google calendar, Microsoft Exchange, active directory and Microsoft 365.

It is also possible to develop tailor-made connectors or APIs by Pridis, so that they work seamlessly with third-party applications. Think of IVR, access control or CRM. Please note that some connectors require additional licenses.

8. Connecsy Chat

This is an optional module to allow chat with Microsoft Teams or WhatsApp Business. To support WhatsApp chat, an additional license may be required.

A chat can be initiated between the Connecsy clients themselves and with other Microsoft Teams users within the organization. To do so, their email addresses must be added in the phonebook. WhatsApp Business can be used for external chat to customers.

A chat between the Connecsy clients does not use MS Teams and is possible without this license.

9. Configuration

Connecsy uses Azure to integrate the desktop client with the Teams environment. Any customizations or settings stored within the attendant console are created using an SQL database within the Azure cloud environment. As well as the phone book, reporting and other data.

Through same sign-on, attendants can log into their Teams environment within Connecsy.


Image: 9 | Teams configuration


Connecsy uses Azure to integrate the desktop client with the Teams environment. Any customizations or settings stored within the attendant console are created using an SQL database within the Azure cloud environment. As well as the phone book, reporting and other data.

Through same sign-on, attendants can log into their Teams environment within Connecsy.

The following licenses are required for a basic configuration:
  • 1x Azure server
  • 1x Additional Connecsy Client (per attendant)
  • 1x License for a resource account (Microsoft Teams Phone Resource account”)
  • 1x Teams account for the attendant

In this scenario, no additional features are included within the attendant console. Contact Pridis for more information about tailor-made third party integrations.

10. How to Order

Each order for the installation and commissioning of a Connecsy consists of:

  • Licenses / modules
  • Installation (Azure)
  • Specials and/or Consultancy (if applicable)
  • Training (optional)
  • Software Support

11. Training

Two training programs are available for Connecsy:

Workshop Connecsy
This is a short remote workshop in which attendants are shown the most important features of our attendant console. They will learn to use the software and gain insight into which workflow is best suited for them. This workshop will be given online and there will be plenty of room to ask questions.

Training Connecsy
This is the remote end user training for the operator. It is advised to give this training shortly before the go-live date of the system. If possible on your own system. Duration is half a day for a maximum of three people at the same time. Also possible as an in-company training.

The training requirements for the courses are available on request. The training for visually impaired must be a customized training. Please contact your account manager to discuss the possibilities.




11.1 Training Connecsy

The Connecsy end user training consists of the following modules:

Module 1: Introduction to Connecsy
  • Screen structure and layout
  • The client
  • User profiles and database
  • Function keys
  • Advanced functions

Module 2: Telephony functions
  • Logging in and out
  • Call handling
  • Advanced call functions

Module 3: Phonebook functions
  • Searching in the phonebook
  • Changing, adding and deleting data
  • Exporting and importing data

Module 4: Basic administration
  • Settings for the application screens
  • Use of templates
  • Screen layout
  • Queues
  • VIP list
  • Managing user accounts
  • Reporting

Module 5: Chat & Call recording (Optional)
  • Using Chat
  • Using call recording
  • Starting recordings manually and automatically
  • Listening back to recorded calls
  • Managing recorded calls

12. Feature sheet

Telephony connectivity for Connecsy clients:
  • SIP Trunks
  • MS Graph API

Presence sources:
  • Exchange Connector
  • Office365 calendar
  • Google calendar
  • RingCentral (presence)
  • MS Teams (presence)
  • Database (SQL Query)
  • Optional presence resources; like building access control for instance

Phonebook options:
  • Periodic data import
  • LDAP(S) (Azure Active Directory) synchronisation
  • CSV files for import
  • 10 user-defined fields
  • Connect phonebook data to CLI
  • Favorites
  • Find-as-you-type
  • RingCentral database
  • Google contacts

User interface:
  • Operation via mouse and hot keys
  • Drag & Drop
  • Reporting
  • Forward with announcement
  • Blind forwarding
  • Mute microphone
  • Place/retrieve call from on hold
  • Personalized GUI
  • Favorites
  • GUI selectable in multiple languages

Email & Chat:
  • Use of templates
  • Automatic template data for:User
  • Date/time
  • Caller data
  • Phonebook data

Reporting:
  • Abandoned calls while in queue
  • Call statistics per attendant
  • Call history details
  • Incoming calls per day
  • Number of calls per queue
  • Time-based call statistics per attendant
  • Transfers from attendants
  • User session report

Contact

Do you have questions about Connecsy? Or would you like more information on the use of our software and the possibilities in terms of integrations? Then please contact your Pridis account manager or your intermediary.

View our website for more information on our products and services:
www.pridis.com

Pridis

Huis ter Heideweg 56A

3705 LZ Zeist

The Netherlands

+31 85 008 29 00

sales@pridis.com

www.pridis.com

2024-01-26 11:31 MS Teams