Cerecom Systems Rapport

Rapport

Rapport is an inbound call control utility designed and developed by Cerecom to work with the TELRAD SBS-SDK 128, 400, and 1000 series telephone systems interfacing to the TELRAD through the TVSE-TSAPI link provided by TELRAD (diagram below).

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Rapport uses standard windows tools to minimize training and maximize ease-of-use. Your telephone operators will be up and running and handling calls effectively almost immediately. Rapport has been implemented to work much as WORD, EXCEL, or any standard PC software, allowing you to decide how you wish to view your operation. Multiple presentations are provided to allow the customer to customize the application to his needs. Best of all, once everything is just as you like it, you can safe your presentation so you don’t have to arrange views each time you access Rapport. Taking full advantage of right-click popup menus and drag and drop, we maximize the esthetics and use of the full screen while minimizing the steps to perform the desired tasks.

Cerecom has taken full advantage of our 25 years developing robust application software for the most demanding of customers, our 15 years of developing high-end telephony solutions and our full grasp of the needs of our customer base to produce a thoughtful, easy-to-use, flexible and extremely powerful solution. Rapport can easily be augmented to provide audio text routing, interactive voice response, skills-based-routing, team routing, selective voice logging (by DID, callerID, or user), and many other advanced telephony features, all taking advantage of the TELRAD CONNEGY TVSe interface to SIP resources, eliminating cumbersome 3rd party custom hardware solutions.

Rapport is also a poor man’s contact manager. Though not intended to replace existing contact managers, Rapport provides call NOTES, customer and employee screen pop information. It can even import your current customer database. We provide multiple methods for invoking the customer’s enterprise solution directly from Rapport .

Since control is established via the TELRAD CONNEGY TVSE-TSAPI interface, Rapport supports all telephones (Avanti, iPIcasso, SIP phones) that TELRAD CONNEGY supports. Rapport is only limited by the functionality of the TSAPI interface. Since Rapport receives the call information from the TSAPI interface, Rapport handles all calls received by the TELRAD CONNEGY switch independent of how they originated (again limited by the functionality of the TSAPI interface).

Rapport has been developed using standard Microsoft tools giving the highest possible likelihood of compatibility with future operating systems. Initially, Rapport is supported for both XP and Windows 7.

Incoming Queue:

When Rapport is first installed, if you don’t spend any time on identifying DID or CallerID information, calls will still arrive for the users to handle, they just won’t show company or route information. If the user takes the time to identify the call (by callerID, DID, or both), the next time a call arrives from the same origin, the company and route will display. When calls are identified, they can be programmed to show exactly how they should be routed but can still be presented to an attendant. If the attendant doesn’t answer or route the calls, they can still auto-route once the balance of time expires. The calls can also be set up for automatic routing where the attendant will never be presented with the calls. This is an example of how flexible Rapport is and how each customer can determine how best to take advantage of Rapport for their specific call handling needs.

PC Phone:

The PC Phone view is specifically designed to make the user feel at home. The layout matches (closely) the Avanti extended console phone. The user can dial directly from this phone, click on the buttons to intercom other employees, and can drag-drop inbound calls to the BLF buttons for each of the employees. Each BLF button can be easily programmed and each attendant can have their own customized set of buttons.

Note: Note: lights at the ride side of the labels show you the current status of the users / stations. You can <right> click on the BLF buttons to:

Start a chat session with a user
Intercom call a user / station
Send a quick EMAIL to a user (you missed a call from your brother Jerry at 3PM today)

Tree View:

The Tree View is just another way for the attendant to see the other employees. It’s biggest advantage is that different nodes (departments, …) can be compressed or expanded as needed. Below is a typical view with the PC Phone and Tree View with the attendant about to start a chat with Mr. Journal at station 206.

The attendant used the <right> click on the image of Mr. Journal to bring up the popup menu with the options. Choosing CHAT starts the chat. The advantage of RAPPORT’s built-in chat is that the IT department can disable internet chat and still enable the attendant to use this handy means of talking with other employees while they are using their phone for other calls.

Directory View:

The Directory View looks and acts much like a point-of-sale software package. Each cell can be programmed as either a station, a Rapport user, or an (outbound) account (customers, vendors, support organizations, home or cell phones of employees). The Directory View provides up to 5 tabs. Each tab can have up to 10 headings. Each heading can have up to 20 individual cells. This provides for up to (5 x 10 x 20) 1,000 cells per individual attendant.

The background color tells you the current phone status. If the cell is for dialing out (not a station connected to the switch), there will be no background color.

Those clients that have 78 or fewer stations will probably prefer the telephone view on the previous page. For larger organizations, this view allows flexibility to configure it best for a wide range of staff sizes.

Floor Plan View:

The Floor Plan View provides another way for the attendant to drag-drop or intercom the other employees. RAPPORT automatically provides an image for each user programmed in the TELRAD CONNEGY switch. Setup involves moving each of the images to the appropriate cubicle or station. RAPPORT remembers where they are placed for future access.

Today, a customer floor plan can easily be imported to Rapport with basic scanning equipment. If the customer does not have a diagram of their floor plan, you can easily create one in PAINT or another popular drawing package.

Chat:

Ms. Journal and the attendant can exchange IM messages to determine how best for the attendant to handle the call. RAPPORT supports up to 4 simultaneous chat sessions. Though it is intended for intelligent, context sensitive, call management, chat can be used for any other purpose in the office, as needed.

Through this same menu, you can call the user/station or EMAIL them without having to leave Rapport.

Adding Time to the Balance:

Although having calls not handled by the attendant time out and route automatically may be a good safegaurd to insure proper handling of calls, there will be times when the attendant is busy and can’t get to the call wants to delay the timeout. By <right> clicking on the Balance column, the attendant has the option to add from 10 seconds to 10 minutes to all the calls in queue. By <right> clicking on individual balances, the attendant can add from 10 seconds to 10 minutes to an individual call in queue.

Additional
Rapport
Features

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