Howto:SAMwin CCO 5.1

Product Name

Samwin Contact Center Suite 5.1

Certification Status

This product is listed due to a customer testimonial. No tests have been conducted by innovaphone.

Testing of this product has been finalized February 7th, 2011.

Function

• Call Center Application

Description

Short summary of the most famous features:

Standard console functions

• Receive calls and transferring calls
• Non consultation call
• Call always returns to the same operator
• Caller identification by name and number
• Call hold
• Conference
• Call park with notification when retrieving the call from the parking position
• Public system wide parking queue customizable
• Directory lookup
• Transfer to external subscribers
• Search in multiple columns
• Identification of call type (internal, external, no answer, busy, call back, etc.)
• Arbitrary selection of calls in the waiting queue by the operator
• Manual night service
• Automatic night service

Professional console functions

• Context-sensitive greeting texts (“telecomsoftware, How can I help you.”)
• Different greeting texts for different trunks / members
• Malicious call recording
• Automatic mail to the supervisor in case of a recorded call
• Automatic voice greeting with prerecorded announcements for each operator
• Automatic voice greeting depending on time of day, caller id, trunk, called number, operator, etc.
• Braille support (for visually impaired )
• Multi-user, multi-site and multi-PBX support
• Multi-customer support
• Override call forward
• Set call forward
• Keyword database
• Alternative extensions
• Directory view restricted by the location of the console
• Interposition calls/transfers
• Graphical Busy Lamp Field (BLF)
• BLF’s information is configurable (number, name, status, colors, appointments, etc.)
• Supported extension status: idle, busy, dialing, ringing, etc.
• BLF is synchronized with the directory (auto-scroll function)
• BLF can be detached from the main console window and run on a 2nd screen or wall display
• Busy information is shown not only in the BLF but also in all directory lists
• Number in the extensions display shows the number of the external caller, not the number of the operator
• Call history for frequent callers (3rd call for today, last call to xxxxxxx, at xxxx)
• Powerful SQL-based directory, up to 20 hierarchy levels, auto synchronization with master database
• One click transfer to alternative targets, like cell phone, mailbox, home number, etc.
• Identification of all callers via area code database
• Integration of telephone book CD APIs with reverse lookup function (e.g. Swisscom Directory, KlickTel, etc.)
• Supports GSM cell phones and any other external phone for night service
• Configurable waiting time between each call

Vendor

telecommunication software gmbh

Summary

This solution was tested by telecommunication software .

SAMwin CCO version 5.1 R2 (version 5.1.11.) tested with innovaphone PBX

• V7 Hotfix 21, innovaphone TSP build 7531 innovaphone V7 Certification/Testreport
• V8 Hotfix 8, innovaphone TSP build 8058 innovaphone V8 Certification/Testreport

The hot standby solution from telecommunication software was not conceptional implemented by the time of writing, thus it shows "not available" in the testreport.

Glitches

Howto:SAMwin: Potential problem with media negotiation

Contact

For further informations on this test, please contact the vendor directly.