Page 12 - Telecom Reseller March-April 2015

12 Telecom Reseller Telecom Reseller
December/January 2015
13
March/April 2014
MultiCannel or OmniChannel
snom updates

Mlagship line if IP
edak
Telecom Reseller
whydoa n d w e c a r e !
TM phones
telecomreseller.com
Avaya demystiied
Subscriptions
Mgives you the options “n”, which means if Or change address, unsubscribe: 17413 SE 28th Street, Vancouver, WA 98683 snom technology, a Claella5d61i-7n32g-23d35eveloper of IP
By Walt Medak
tie line. There is a delay getting the point to point
all ports on the announcement board are Web www.telecomreseller.com • E-mail publisher@usernews.com desktop business phones, has updated its lagship Advertising
Q ultichannel customer experience
Now that we have set the stage it is easier to
circuit installed, so I placed on order for some analog
the caller won’t hear the announce-
Pbusy
I’m trying to set up an announcement, or rather
management (CEM) and Omnichannel
fathom that Omnichannel CEM relates to how
line of pCahllo36n0 e26s0-w970i8t•hToall Fsreter8e0a0 6m67-l8i9n65e•dFaxn36e0w260l-o97o26k, DID trunks for the new location to carry the new
ATEL
ment,
Web www.telecomreseller.com • E-mail publisher@usernews.com
more like our company infomercial, to play to
CEM are oten uses synonymously
seamlessly an enterprise can deal with multiple
new branding and an upgrade of the internal
callers waiting in queue for our call center. I have a
numbers. I know it’s old technology, but so is the
News Department
“y”, which means if the ports are
all bu
by various companies but in reality they are
channels of communication. A multichannel
prPoleacsees-msoailrartihcleas tanpd porewss ererlesasetshaseathtacahnmednts eintM. icrosoft Word format to editor@usernews.com. Suggested length is 250-300 words. At the end of the article, TN2501 VAL board, and I’ve loaded announcements
Deinity we’re using and it still works ine. However,
sy the system will wait until a port
is availab
plhease epronvidewcontDact7in1fo5rmatinond. DoDno7t s2en5d gIrPaphdicse. Wsekrteoserpve pthehrioghnt teo sedit very diferent. he kind of experience that
environment is where an organization allows
on it before, but those have all been the “play once
the orders got mixed up somehow, and the provider
le and then start the caller at the
by Snehal Patel, CEO of InteractCRM
beginning
for content and length.
Omnichannel delivers is way superior compared
customers to communicate with them via a
now feature a Broadcom chipset for improved
and move on” type. This new recording is supposed
is telling me the DID numbers are pointed to the CO
For further clariication, please visit www.telecomreseller.com and click on Submission (www.interactcrm.com)
of the announcement, or “b”
hoGuridseelinpeso. Owur eEdritotrioal Chaleanndard(alleso ocnulinre)ries unsetfulafonr adppfrouprtiautersuebjUect nmaititere. d
to multichannel. So, what is the diference?
which functions essentially the same way
choice of channels like voice, email, chat etc.
to play continually until the caller is answered. How
trunks. I didn’t think that was possible.
Let’s irst try to set the stage. Over the
were dependent on being in front of a computer.
Majority of organizations will claim to be
Communications applications. Both models are
A
Ado I set it up to do that?
years as companies tried to address customer
mind if you use one of the repeating type
Douglas Green, publisher@usernews.com
“integ-mus” does. One thing to keep in
In short, you’re right, it’s not pos-
Publisher and Director of Advertising
Phones were used to make calls and desk phones
multichannel since their website contact page
now black, sleeker in design and feature snom’s
There are a couple options for setting
sible. On an analog DID trunk, there
communication, a plethora of vendors created
of announcements, once the vector hits the
is usually a signal sent between the central
new corporate logo.
were still predominant. Mobile texting adoption
has a phone number as well as an email address.
Deputy Publisher
up a repeating announcement depend-
swteapslitmhaittedp.laystheannouncementitwill
Carole Sangiorgio
pointsolutions.Emailshavebeenaroundfor
Butthiscouldpotentiallyresultinanegative MovingforwardEx,enceuwtivmeEodditeolsrinthe7xxseries
ofice and the PBX to initiate the call, and
stayhiennthaetwsoterlpd sutnateildtcheancgailnlgiws iethiththeer con-
tehxepneritehnecepirfosovmideornewcialllssaendreDfeTrsMtoFandigits
ing on exactly how you want it to func-
Jef Owen
a long time and speciic email management
line will all have the D nomenclature.
naedcvtendt otof tahne samgearnttp, hthoenecanlldertapbrlets. sMesobailde igit
teomtahilesePnBt Xea.rlieTrhaendPtBheXcuwstiolml tehresnervroicuete the
tion. The TN2501 has 31 ports available
Accounting
solutions were implemented by many. As the
he D725 is the ultimatein functionality, with to play back the announcements to call-
craepllresbeansteadtiveohnastnhoe vdisigbiltisty irnetcoetihvaetde.maiYl. ou
TracyTitus 18 multicolor functiConpykEedyist,owr ideband audio,
(difatyaonuetpwloaryksthgoet afansnteoruancdeamll eonf ta asusdpdaernt tohfe a
internet adoption grew, web pages were enabled
ers. The call volume in your call center
woIunladttryupeiOcamllnyichanvneetlheenvpironvmideenrt tsheenCdEtMhe
“collect” step), or the caller hangs up. The
Michelle Moody
with chat options to engage in text chat sessions
customer became multi modal. No longer was
Gigabit Ethernet and a USB port for expansion.
would determine, to an extent, how you
vector will not just continue to process like
number of digits that match your extension
Technology Editor
mainly to enable sales and in some cases
there any dependency on anything to seamlessly
system routes, personalizes and manages all
With 12 SIP ideRnaytHiotraike, sray(horark@liunserenesw)s.ctohme D725 is ideal
wanted to set up the announcement. When
it does with a non-repeating announcement.
number length, and hopefully, you have
Graphic Design and Production
support. Voice was always the crux of customer
move between voice and data communication. communications channels centrally.
for call-intensive business environments.
you add the announcement itself with the
hisWfueelaerdetihnethrieseproofcseoscsioalfnoeptewnoinrgkiangnew oice
ccoommaundica“taiodndanadnnboilulionncsemwernetspxexnxt xo”n, you Q
your extension numbers match the DID
Spritzer Type and Design
he agent desktop has the ability to
he D715 has Gigabit Ethernet, ive
wseotutilndgsueplevcotictehienfrtyaspteruactsureeitfhoerrca“llincetengte-rse.p” whicjhusitncarefeawsesbtlohcekpsraowpaenysfirtoymofohuurmaanisntoice. extension number would be 1234 and your
tisers in their advertisements, nor do they assume responsibility for statements or opinions phone number range. So for example, your
simultaneouslyhandletwowaycommunication
programmablefunctionkeysandfourSIP
The publishers of this newspaper assume no responsibility for statements made by adver-
or “Eivnetreygth-mingusis”.ultIimf yatoeuly cdhriovseen b“yinctuesgto-muers”, Icpolmacmedunaincaoterd.Aertweeinthagtehretopdroayvisdenrdtshant avlreeradgye
expressed or implied in the columns of this newspaper.
via one or multiple channels. Full multichannel
identities.
DID number would be 555-1234. You
theab“itQsuanedue”xpieecltdatiosnasu. htome daitsipcarlalytescehtatnon“elbs” soerfv3e0s0s0evtexratsl opfeorumr ointche.sAinlmthoestar2e5a%forfaupsoerinst to
Both the D715 and D725 have a USB port for
customer interaction history is available on a
Newspaper delivery to conference performed by CTS Air Service
would ask the provider to send the last four
be connected to the same playback port and
digits of your number so the call would just
wwhoirckhedmweealnlsinthceathceaclluesrtsomweirlslwesesrenatlsiaolnlyotall
pcohinectkciFrcaucietbaonodksomverg5rotiumnedssptaertdCaOy.trSuonwksaastthe
mouseclickandcustomercontextismaintained
expansionwithheadsets,thesnomD7Expansion
new location. This new oice will probably just be
particularly multi modal. Web activity and email
born the Omnichannel world.
at all times. ■
route directly to your phone. On a ground
will just start hearing the message wherever a temporary solution, so I order a new block of DID Module or Wi-Fi dongle. ■
it happens to be during it’s playback cycle. numbers to come in to our main oice on the exist- start CO trunk group (or loop start for that
If you select “integ-rep”, the “Queue” ield
ing PRI, and planned on just routing them over the
See MEDAK, page 15
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