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Panasonic Communications Product Announcement

January 18th 2012

Executive Summary
Panasonic Communication Systems continue to meet the needs of small and midsized
customers with leading market share in the 2 40 extension segment in North America
(source T3i). Panasonic continues to add features and capabilities to extend this market
dominance and is announcing the latest enhancements in this document.
This announcement includes a summary of the capabilities being added to the NCP and
TDE platforms, Communications Assistant and the addition of Poltys Real Time and
Historical reporting packages to the portfolio. These additional capabilities will allow
the resellers to address customer requirements that were historically outside the standard
capabilities offered by Panasonics communications systems.

Summary:
The small business market segment continues to require solutions that are traditional,
with some customers either moving to IP or actively considering a move. Panasonic,
with its broad range of solutions, is ideally placed to provide these customers with feature
rich and highly reliable solutions with the option to migrate to IP when they are ready.
This announcement includes software and hardware extensions to the NCP and TDE
platforms and enhancements to Communications Assistant. These feature additions
demonstrates Panasonics continued commitment to small and mid-sized customers.

Product Overview:

NCP / TDE v5 Enhancements

There are software and hardware improvements associated with NCP and TDE version 5.
These enhancements will support reseller sales into new markets. The software is freely
available for resellers to upgrade their customer base and generate additional service
revenue.
A webinar on NCP and TDE version 5 has been completed and the recording can be
found at the following location.
www.panareseller.com Sales & Marketing Resources Presentations Webinar
Slides_NCP and TDE Version 5 Enhancements
A link to the recorded version of the webinar is available on the cover slide of the Power
Point presentation
Software enhancements

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There have been several significant improvements to the capabilities of the platforms
based on requests from the reseller community and customers.
Most customers have teams that either receive or make calls as part of their business
activities. Optimizing the productivity of these teams, often sales or service groups, is
important to the overall success of the customers business. The communications
system is an integral part of the process and version 5 has several key improvements in
this area:
-

Call Queuing has increased from 30 to 100 queued parties enabling the Panasonic
Systems to be implemented in larger customer facing teams and call center
environments.
There is a new option to opt out of a queue and leave a message for the group
when no agents are available to handle the caller.
Increased capacity for automatic call recording to a maximum of 10 calls for TDE
/ NCP and 24 for a single TVA 200 system connected to a TDE600 or 40 with
two TVA 200 systems connected to a TDE 600. This feature if enabled on the
agents phone will light the call recording lamp. The call recording alerting on
the users phone can be disabled in system programming by removing the
recording button on the agents phone.
Unanswered calls presented to the group but overflowing to another group or
voice mail will be listed as an unanswered call in the call log.

There have been improvements to the SMDR output to immediately output information
on calls defined in the Emergency Dial Table. These numbers will have the information
sent immediately when the number is dialed and as well as at the end of the call. These
numbers can be flagged in various reporting systems to alert users. Communications
Assistant Call Accounting can be set up to alert users of emergency numbers being
dialed.
The WT DECT handsets have the added capability of not requiring manual setting of
Auto Answer to join a conference group call generated by the conference group function.
Additionally, a Panasonic phone or SLT can reply to a page by pressing any key.
For the small office and residential environments the one touch busy override feature has
been added. This allows any phone user to press the single CO button associated with an
active call to join that call.
There have been several enhancements to the SIP trunk capabilities including:
o Improved support for fax
o Improved trunk to trunk transfers for calls routed off premise e.g. to a cell
phone without tying up resources on the PBX. This feature is often
referred to as Refer support.
o SIP trunk redundancy enabling outgoing calls to fail over if the primary
SIP provider does not respond to the call request (invite)

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Hardware and Platform enhancements:
The NCP500 platform software has been extended to increase its support of the 8 or 16
port digital / analog extension card capacity to two. This increases the number of Digital
or Analog devices that can be supported on the NCP500 platform as listed in the table
below. Please note, when there are two digital or analog extension cards installed in the
system it is not possible to include the OPB3 card. If an OPB3 card is required the
customer must purchase the NCP1000.

There are two new analog extension cards being introduced and supported with software
version 5 for the TDE100 and 200 platforms. These cards support both message waiting
indication and caller ID on the single card. There are two variants; 16 and 24 port
versions. The new cards allow our resellers to significantly increase the number of
analog devices that can be supported on the TDE100 and 200 platforms reducing the
overall cost to the customers. This is important for the healthcare and hospitality market
where analog is prevalent.
Please note the new analog extension cards will start shipping in February 2012 and are
not supported on the TDE600 platform.

There have been select other features added to the system that are covered in the webinar
content.

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Communications Assistant v4
Communications Assistant is designed to provide tools to improve productivity and to
better manage a customers business.
There are 4 elements to CA;
- Basic Express a free software application for basic users. This replaces the
current CA Basic version that was chargeable.
- Pro for moderate users with more flexibility and capabilities including greater
capacity and real time presence.
- Console for the efficient handling and routing of callers throughout an
organization
- Supervisor to provide a real time summary of customer facing teams performance
The evolution of Communications Assistant with this next release is to allow easy use of
communication applications that are used on a daily basis as the primary business tool,
such as MS Outlook or CRM packages.
The goal of doing this is to enable users who spend much of their time working in an
application to remain in that application to undertake basic communications needs such
as making or receiving calls.
Outlook Tool Bar Improvements
The new version of communications assistant, including basic express, provides
improvements to the Outlook tool bar. The extended features allow a user to manage
their communications through Outlook and not switch to an alternate application, for
example CA, or interface, for example the phone, to complete basic tasks. This will
improve productivity.

Presence Added to Outlook

The telephony presence of other users on a customers system is added to Outlook
enabling CA users to see at a glance colleagues that are available. The presence window
can be incorporated into to the main outlook interface or as a separate window on the
users screen. This is a similar capability to the standard presence window in CA.

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The second element of improved presence visibility is by linking MS Exchange Calendar
and their status in CA or the absent message through the display of the phone. CA and
the absent message on a phone will automatically be updated based on the status from
MS Exchange Calendar. For example, if a user is booked for a meeting from 1 2pm
this will be updated on CA to say In a meeting and the users absent text message on the
phones display will also be updated.
Call History Improvements
The call history capabilities have been extended by two main capabilities. The history
option has been added to the Outlook toolbar further extending the usefulness of this
interface. Additionally, CA server stores all calls to a user, whether they are logged into
to CA or not. The call history or call log to that user is stored. This is very useful for
customers that are not voice mail centric and need to track missed calls.
In a second phase of the release, targeting early February, Communications Assistant will
add off the shelf integration with 10 different CRM applications and a one click short cut
to CommSoft and Poltys reporting packages.
CRM Integration
CA v4 will add an application interface to allow screen pop from several market leading
CRM packages. This will allow simple off the shelf integration with these popular
applications and enable the application users to seamlessly access incoming callers
information. The streamlining of the customer interaction process will improve customer
satisfaction and productivity.
1. Sage ACT!
2. FrontRange Goldmine
3. Lotus Notes
4. Maximizer
5. Microsoft Dynamics CRM
6. Netsuite CRM+
7. Sage CRM
8. Salesforce.com
9. Sugar CRM
10. Twixtel
If alternate CRM application support is required please contact either CommSoft or
Poltys who have options for a wide range of third party CRM applications integration.
Reporting Package Integration
In addition to the feature enhancements added to NCP / TDE version 5 CAv4 adds an
icon to the CA interface to allow users to quickly access detailed real time and historical
reports. The icon on CA links to the CommSoft or Poltys applications that are installed
in the customers environment.

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Introducing Poltys Real Time and Historical Reporting Packages

We are pleased to announce the addition of the Poltys Call Center Reporting Suite to the
Panasonic portfolio of applications. Poltyss call center reporting suite is a modular call
management set of products that provides users with comprehensive features ranging
from billing and monitoring services to complex call routing and agent pop up integration
with most popular CRM and ERP systems. Call Center Reporting Suite consists of the
CCPro, CCView, CCView Lite and CCAccounting.
Poltys CC Suite operates exclusively with the Panasonic PBX
systems. CTI integration is CSTA level providing a stable
trouble free communication between the PBX and the Poltys
application. The open standard design of CCSuite allows you
to both share information and add enhancements easily and
cost effectively. Using both XML and SQL databases, this
building block design delivers fast return on investment (ROI),
while protecting the customers original investment. You can
start with one solution and upgrade with just a license change.
You pay only the difference in price, and installation time for
upgrades takes only a few minutes.

Multiple Site Solutions

With the optional CCSuite Enterprise you can manage call center resources for multiple
sites on a single application server. You no longer need to divert calls to handle spikes in
call traffic, or remake reports from multiple systems to see all the activity within your
organization. Up to 8 different Panasonic systems that are networked together can be
combined, maximizing your management and staff resources, regardless if the workers
are using TDM or IP phones

CCAccounting
CCSuite starts with CCAccounting - its the ideal tool for
small/ medium business interested in overall monitoring and
reducing call costs. Its a simple to use application that
provides all necessary tools to manage telephone costs. Set up
is easy and it operates with one or multiple networked
Panasonic PBX systems. The core features include:
Call Costs and Billing Reporting: Call costs by phone
number patterns and call charges by extension, configure cost
per minute or custom flat rate for each phone number pattern,
add taxes, general and additional charges for each extension.
Call Logging: For CO, intercom and agent, complete with
extensive filtering that allows the user to zero in on a specific
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call, extension number, day, week and time and much more.
System and Extension Reports: Detailed cost report for each
department (group) or extension, custom billing reports, system and
extension reports. Schedule the export of reports in email, to a
printer or file.

CCView Lite/CCView
CCView Lite is a cost effective alternative to the CCView with a lower price point,
perfect for smaller call centers. CCView Lite has similar features to CCView. However,
CCView Lite has one supervisor and cannot expand without upgrading to CCView. It
does not support performance graphs or advanced reports listed below in the reports
section of this document. Both applications include all the features in the CCAcounting.
They were designed to compliment the ACD features in the Panasonic PBX system
providing real time information to a supervisors desktop. CCView is a tool that can be
used to:

Improve performance of agents

Identify staffing deficiencies that need attention and increase overall group
performance
Monitor all Group activities at one time
Establish counters or alarms for a system, group, or agent perspective
based on either current statistics, or a cumulative basis
Save screen settings to quickly shift to preferred views on demand
Add notifications and visual settings to coordinate present activity levels
or events
Shift staffing to help balance workload and increase productivity

CCView Features
Real-Time Monitoring
CCView allows supervisors to monitor activity in the call center on a real time basis and
create custom monitoring screens on a per agent basis or by group. There are over 30
types of counters and timers with the ability to set thresholds for each. The counters and
timers are:
Active Counters
Cumulative Counters
Peak Counters
Active Timer
Cumulative Timers
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Performance Graphs
Performance graphs provide real time statistical data. There are multiple graphs that can
be configured by the supervisor to help manage the call center. This tool provides a clear
graphical picture. For example, you can compare the performance or status of a group of
agents. Multiple graphs can be displayed at the same time on the supervisors PC. There
are three categories to choose from listed below:
Predefined Performance Graphs: The most
commonly used graphs preconfigured for
simple and fast set up (sample to the right).
Custom Performance Graphs:
Customizable graphs to measure a specific
performance of and agents, groups or system.
Counter Graphs: Show cumuatative
information comparing the number and type
of calls recived by each agent (shown below)

Predefined Report Templates

Poltys CCView includes built in report templates that can be customized by the
supervisor through advanced filtering by field, time and date. Once a report is customized
it can be saved for future use. Reports can exported into different portable formats, to a
printer, file or send it to multiple email recipients on a customizable time schedule.

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Available Reports
Trunk Based
CO Call Log Report
Lost Calls Report
Agent Based CO Call Report
Call Trunk Report
Analysis Report
*Queue Performance Report
*Abandoned Call Report
*Extension Group Performance by
Extension Report
Agent Activity
Agent System Report
Agent Report
Presence Report
Resource Utilization
Outgoing Dialed No Report
Department Report
CO Ext Report
Call DID Report
Intercom Report
Group Based
Agent Group Report
Call Group Report
Customer Based
Incoming Caller ID Report
Call Costs
Call Cost Report
Account Code Report
Ext Charge Report
Charge Report
*Not available in CCView Lite

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CCPro
CCPro includes all the features in CCView with the addition of CC Agent
desktop application. With the Poltys CCPro Agent desktop application agents
can log in and out from the desktop PC. Once logged in agents have call
control, instant messaging, and customer information repository and agent
screen popup for quick customer identification.
Also included in CCPro Agent Desktop is a comprehensive real-time and
historical tool for agent call tracking/recording/coaching and queue statistics.
CCPro enables comprehensive agent pop-up integration with Outlook, ACT! and
Goldmine CRM systems as well as direct CRM integration with Maximizer, Tigerpaw
and Microsoft CRM 3.0 by using Poltys 1st -Party TSP add-on. With custom integration
CCPro can connect to NetSuite ERP.

Compatibility/Requirements
Compatible with Panasonic KX-TDA / TDE / NCP
The Poltys CCSuite requires a PC/Server. A server can be purchased directly from
Poltys or from another supplier, the server requirements are listed below.
System Requirements
Server Host
Minimum P4 2 GHz, 1 GB RAM
2 GB free HDD space, 100BaseT NIC

Microsoft Windows XP Professional SP3

Microsoft Windows Server 2003 SP2
Microsoft Windows Server 2008
Microsoft Windows Vista Business (with UAC disabled)
Microsoft Windows 7 Professional (with UAC disabled)

Supervisor and Agent Host

Minimum P4 1.4 GHz, 512 MB RAM
2 GB MB free HDD space, 100BaseT NIC

Microsoft Windows XP Professional SP3

Microsoft Windows Server 2003 SP2
Microsoft Windows Server 2008
Microsoft Windows Vista Business (with UAC disabled)
Microsoft Windows 7 Professional (with UAC disabled)
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Note: If Poltys CCRecording is added it can run on the same server as CC suite.
However, the server must be equipped with a 500GB hard drive or larger and 3 available
PCI card slots.

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