Efficient Call Distribution

The comprehensive and powerful operator solution for Cisco UCC

Callisto Operator Console COC – The Efficient Call Distribution Solution

The first impression matters! Every contact point of a company towards the customer is an excellent opportunity to show competence and professionalism. We offer the powerful operator console that enhances your organization’s communication and speeds up the call distribution. It provides you with all the features that make daily customer phone contacts a pleasant experience. Spend your time with your customers' needs and not with technical hurdles.

Callisto Operator Solution COC

Powerful, flexible, efficient

  • Overview
  • Features
  • Services
  • References

Highlights

Many Features

Multi-site support and multi-line management with intelligent drag-and-drop switching, as well as all attendant and supervisor functions, blind workstation requirements, call evaluations, presence information, callback scenarios are included.

Flexible

COC offers unrivaled flexibility for the operators: each window can be arranged entirely individually. Additionally, any window with further Callisto functions or personal content can be added.

High Productivity

Increase your agents' productivity, thanks to the software-based, flexible and intuitive operation - even for blind people - the extensive functions and the large amount of information visible at a glance of the COC solution.

Fully Integrated

The Callisto module functions, Callisto phone book, as well as MS Exchange/ Outlook or MS Dynamics are already integrated with COC. Other systems can be integrated using the smart Event/Action function or a separate API.

Simple

Thanks to the intuitive and straightforward COC Operator console, agents quickly feel at home in their work. Among many available operating options and preferences, agents can benefit from individual ways of working.

Easy to Manage

Using the COC configurator, administrators can quickly and efficiently configure all COC clients in a very clear manner, assign roles, groups, or HTML windows, define event/action functions, and much more.

All Features in Detail

Features from A–Z Description
Accessibility The COC solution supports the operation by blind or visually impaired persons and is compatible with operating aids for the PC, Braille displays, and vocalizers (e.g., JAWS 2018 version or higher). COC is certified by the company Pappenmeier (pappenmeier-rehatechnik.de).
Advanced conferencing This function allows ad hoc conferences to be initiated and controlled. Participants are clearly displayed and can be added or removed very easily. The conference can be ended again at the push of a button.
Alarm button With the help of an HTML window, a corresponding alarm button can be easily integrated by using the Callisto Alarming Collection.
Auto-Attendant/IVR Combined with the ProfACD module, the agent has extensive configuration options for call acceptance, announcement management, and call distribution. A single-stage IVR is already included. Multi-stage IVR’s can be configured with the ProfIVR module.
Auto-Update CTModule provides free COC client updates from time to time. These can be imported automatically or through the administrator.
Busy queue COC allows to park calls which called to busy extensions in the busy queue until the recipient is available. As soon as the called extension is free, the caller is connected directly to the destination from the busy queue. A separate window in COC shows the overview of calls in the busy queue, from which the attendant can retrieve a caller at any time by double-clicking.
Calendar integration COC receives the calendar information of the monitored users and the agents through the Microsoft Exchange connection. This information is displayed in the user’s presence area.
Call list/reporting A separate window in COC displays the call list. Here, the agent can see, filter, or search for all calls he has processed or missed. Further detailed reports can be found in the ProfACD module in the reporting area.
Call pick-up from the queue Regardless of its position in the queue, any call on hold can be answered with the pick-up function.
Callback During a call, the attendant can send a callback request with option a) callback to himself or b) callback directly to the caller to a user or another attendant with an XML-enabled Cisco phone. In this case, the subscriber receives a message with all the call details and the “Dial” button on their phone. Once they click “Dial,” they will be connected to either the attendant or the original caller, depending on the selected option.
CRM/ERP integration COC is integrated with Microsoft Dynamics CRM. COC opens the corresponding lead or contact in an external Dynamics CRM page based on the incoming call number. Other CRM or ERP systems can be integrated with the smart event/action function or a separate API.
Deployment The COC Modul is installed as a client/server application in a few steps on the user PC. For the main configuration, a COC configurator software is available for the administrator. On the server-side, the COC client connects to the COC proxy service, which is part of the Callisto platform, but can also run as a standalone server. The two options for the COC installation:

  1. COC as a Modul component of the Callisto Platform
  2. COC as a standalone product (in this case, the combined functionalities are not available)
DTMF The user can send DTMF tones directly via an input keyboard during a call, e.g., to control IVRs.
Fallback option If the attendant initiates a blind transfer or a transfer in ringing state and the dialed user does not answer the call, the call is returned directly to the attendant or to any other number (e.g., on hold) after a defined time, depending on the option selected.
Forward to voice mail The operator can very easily forward any call to any voicemail box of Callisto VoiceMail.
Global number plan (E.164 support) E.164 numbers supported.
green-IT Lowest resource requirements in the industry with the highest performance: 2 to 8 CPUs, 2 to 6 GB RAM, 80 GB HD, up to max. 1’000 parallel calls per image.
High Availability Yes
HTML window COC can display web pages with addable HTML windows. Besides individual web pages, many useful Callisto pages can be added, such as ProfACD Viewer, ManagerAssistant Group, News, or others.
Incoming call notification For incoming calls, the COC displays a call pop-up with the caller’s name from the phonebook, a picture of the person if available, and options to accept, reject, or forward the call to voicemail.
Individual keyboard shortcut COC supports user-defined hotkeys for numerous functions. Basically, the operator can operate the entire call management in COC without a mouse.
Intelligent agent support Based on the call status, COC optionally offers the agent all possible next steps in a pop-up overview for direct clicking or further call processing. Alternatively, double-clicking on the next COC UCM action executes the most appropriate function.
Internal pick-up list The “Internal pick-up list” window displays all calls to internal users. With the appropriate authorization, the agent sees these calls and can pick them up if necessary.
Microsoft Outlook integration COC has a Microsoft Outlook integration. Once activated, COC displays all Outlook contacts in a separate window that can be searched, distributed or even dialed. The creation of an Outlook note or e-mail from COC is very easy.
Monitoring and coaching The supervisor can manage his group through the COC configurator. With the ProfACD Viewer, he is always informed about the processes in his group. COC also provides him with buttons for monitoring and coaching his team.
Park calls COC supports the “call parking” function. The operator can park any connected call with a single click or key combination. Any authorized operator can then answer parked calls by double-clicking in the COC parked calls window.
Pause management In connection with the Callisto module ProfACD, the agent can set his status to pause or not ready, which means that he will not receive any more calls during this time. This status will be taken into account in the reporting accordingly.
Phone note The agent can easily send a predefined call note to the target person from the call list via e-mail during a call or afterward.
Phonebook integration The Callisto PhoneBook module is integrated into a separate window in COC. In that one, the public or private phonebook contacts can be searched, transferred, or dialed.
Presence COC has its own presence solution and Cisco Unified Presence Server (CUPS) integration. In conjunction with CUPS, the statuses (presence and rich presence) can be changed directly in COC or the Jabber or Webex client. Microsoft® Outlook® calendar entries are displayed automatically.
Provisioning Manually or automatically from Cisco UCM through AXL or Microsoft AD, LDAP/OpenLDAP system, and CSV files. Web services (REST) supported.
Queue In connection with the Callisto module ProfACD, the queues are configured and displayed clearly in a COC HTML window.
Queue monitoring With Callisto module ProfACD (Viewer), the queues are clearly displayed in a COC HTML window. In addition to that, agents and status, defined key figures, all calls in detail, as well as a pick-up function per respective call are displayed.
Reliability Apart from the stability of the Callisto system, in the event of a COC failure, the operator can continue to handle the call typically with his telephone or client. If the queue management (ProfACD) fails additionally, a ring call is usually configured on the PBX if the Callisto service is unreachable.
Scalability Callisto supports per instance, depending on the scenario, up to 200 COC clients, up to 10’000 users, unlimited number of queues and up to 960 lines for the calls in the queues.
Security https, SIPS, password and PIN security, appliance security, integrated firewall
Supervisor The supervisor can manage his group through the COC configurator. With the help of the ProfACD Viewer, he is always informed about the processes in his group. COC also provides buttons for monitoring and coaching his team.
Supported phones/clients COC supports all Cisco phones, as well as Jabber and Webex clients.
Usability COC offers a user-friendly and efficient user interface. Thanks to the flexible window arrangements, the drag & drop functions, as well as the possibilities to integrate other Callisto modules, COC helps the attendant to process the call quickly, clearly and with maximum efficiency.
VIP distribution Between 0-5 VIP stars can be assigned to users and entries of external persons in the PhoneBook module. Based on this, the position in a queue for VIP’s can be defined.
Voice protocols and codecs
Voice recording COC has dedicated buttons to control the Callisto VoiceRecording module.

We Support You in Every Situation

Sales Support

We support you in every step of the resale cycle. Depending on your Partner level, we will guide you through the sales process with your customer.

Installation and Configuration Support

We support you during the installation, configuration, and roll-out process, for on-prem, managed service, or cloud projects. A satisfied partner and customer is our daily goal.

Operation and Maintenance Support

In each phase of our product development process, we pay attention to the highest quality and stability. Our dedicated support team is immediately available according to defined SLA times if any incident still occurs. More…

Training

We train and support our partners and their customers to learn how to install, manage and use our Callisto products correctly. More…

Tailored Developments

Thanks to the unique Callisto “Open Applications Management” concept, partners and their customers have the opportunity to add customized and tailored applications to the system at any time during runtime with no service interruption. More…

Consulting

Our long-lasting expertise in UCC services and our comprehensive know-how in the industry leads CTModule to deliver the best-in-class consultancy for your projects. More…

You Can Expect Only the Best – Because Quality Matters

Compatible

The Callisto appliance solution has been successfully tested and certified with Cisco UCM V12.5. In addition to that, the Callisto platform is compatible with all popular Cisco PBX systems (UCM, UCME, BE6k/7k, HCS, Webex).

Preferred Solution Partner

CTModule has been working with Cisco Systems since 2004 and is now one of the selected manufacturers worldwide with the Cisco Preferred Solution Partner status.

Swiss Made Software

Since 2007, the “swiss made software” label stands for Swiss values such as quality, reliability and precision - especially in software development. CTModule is one of the first members of this quality label.

Callisto Operator Solution – Your Best Choice

Powerful

A comprehensive feature set, drag-and-drop support, flexible arrangeable and addable window concept, together with smart call assistance and multiple integration options, make COC the most efficient, flexible, and powerful attendant solution for Cisco UCC solutions.

Flexibility

Every agent has his needs for individual and efficient call transfer: the comprehensive configuration options, the different performance features, and the unique window concept fulfill all the wishes of a professional agent and support him individually in his work.

Efficiency

When there is a high volume of calls, it must be possible to work efficiently without being distracted from the essential - the customer. This is what COC’s concept is based on, making the most important functions available to professional agents in a clear, customizable manner with intelligent call support.

Best Service

Successful Call Handling

When transferring calls, the calling customer always has priority. Therefore, the operator must be able to efficiently and conveniently handle each call as quickly as possible. Callisto’s COC attendant solution supports users to focus on their customers. Example of a possible scenario:

  1. Incoming call shown by ringtone and pop-up with caller information, and possibly with picture. The agent can already prepare himself for the customer if he already knows who is calling.
  2. In his ACD window, he sees the call with the call details and the call duration, including the color scale. If a higher-priority VIP customer calls now, he would be assigned to the agent. Furthermore, in this call status, it is still possible to take the call of another customer from the queue.
  3. The agent now accepts the call, e.g., via pop-up. It is possible that the correct customer window in MS Dynamics CRM opened immediately based on the caller number.
  4. The caller wishes to speak with sales. The agent possibly sees the name of the responsible sales person assigned to this customer in the MS Dynamics CRM window, or knows the name by heart, and looks for it in the COC user overview or selects his own “Sales” tab. Based on the integrated information from the salesperson’s Outlook calendar, he is able to see that the salesperson is still busy for half an hour in a customer meeting.
  5. The agent puts the customer on hold and quickly makes a query in the sales secretary’s office to ask for the deputy. A brief search of the name in the user overview shows that the presence status is green, and the secretary is not currently making a call.
  6. The agent takes the customer’s call back and informs the customer about the upcoming transfer; he clicks on the call and drags it to the target person by pressing the control key (blind transfer).
  7. If a post-processing time is set, then it will start to run before the operator is free again for the next call.

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It Fits Your Needs

Who would not like to set up his desktop according to his own individual needs?! This is exactly what our COC window concept does. Each individual window in COC can be resized and placed precisely where the agent wants it. Windows can be grouped so that each of them can be clicked with its own tab, and additional windows can be added if required, such as Callisto applications like ProfACD, ManagerAssistant Group, Messages, or others. The flexibility to set up the work agent desktop makes the difference to any other agent solution in the market.


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Teamwork of Functionalities

Modularity and flexibility are in the DNA of the Callisto development team. That is why the COC agent solution also provides the most diverse and complementary options for the operator functions. Complement your COC basic functions with the following ones:

  • Callisto professional call center module ProfACD incl. viewer and supervisor: configuration of complex call center scenarios with comprehensive overview and supervisor functions
  • Integration with your CRM/ERP system such as Microsoft Dynamics CRM: COC automatically opens the correct page in your customer system based on the incoming call number
  • Integration with Microsoft Exchange/Outlook: absences are displayed directly in the presence overview, Outlook contacts are displayed for search/dial/transfer, journal entries can be activated, or notes can be added
  • Callisto PhoneBook: Callisto PhoneBook contacts can be searched, dialed, and transferred in a separate tab, or additional phonebooks can be integrated with PhoneBook.
  • Integration with Cisco Unified Presence Server (CUPS): fully synchronized presence status of the monitored subscribers, including rich presence (RPT) and the current phone status for each user, is displayed clearly.
  • Callisto VoiceRecording: easily operated through COC function keys in the menu
  • Callisto alarm solutions: adding an alarm button or the triggering of an alarm conference in the agent overview can be easily realized with the Callisto HTML window concept
  • Activation of event/action functions: COC provides freely definable and expandable events (e.g., incoming call) and the resulting actions (e.g., open an application window).
  • and many more

Team Support

For supervisors, it is essential to be able to provide the best support to their agent team. For this reason, COC assists the supervisor with the most important functions:

  • All details about queues, agent capacity load, and call volume are displayed in the ProfACD Viewer window
  • Additional agents can be easily added by logging in to overloaded queues from any location
  • With the COC monitoring function, individual team members or calls can be easily monitored with a prior announcement
  • Through the active monitoring or directly with the COC coaching function, team members can be supported in a challenging conversation by whispering supportive words (whisper coaching).

Blind Handicapped support

Accessibility for Visually Impaired People

The COC agent solution supports operation by blind and visually impaired people. This is achieved through full compatibility with operating aids for the PC, Braille displays, and Vocalizer (e.g., JAWS 2018 version or higher). Specialized integrators (such as the company F.H. Papenmeier GmbH & Co. KG) perform the expert installation at the customer’s site.

Technology That Inspires

  • Architecture
  • Requirements
  • Compatibility

Callisto Architecture – The New Simplicity

The Callisto platform provides the following features (without Modules and Applications):

  • all interfaces to the Cisco telephony infrastructure, provisioning (e.g., Kurmi), and 3rd party systems (e.g. (S)PMS, CRM, alarm systems, etc.)
  • Base infrastructure for import, configuration, and administration of modules, collections, and applications
  • Platform management for security, back-up/restore, update/upgrade process, licensing, log and troubleshooting capabilities
  • Dashboard and reporting
  • Single Sign-On (SSO) support
  • User and administrator management, rights management.

After licensing, modules, collections, or customized applications can be uploaded to the Callisto platform and configured in a simple and flexible way.
Callisto, with its available modules and applications, supports the following end devices and clients (depending on the use case):

  • Callisto web and telephone interface
  • Cisco endpoints (XML-enabled with push message support)
  • Cisco Jabber client with Callisto Gadgets (tabs)
  • Cisco Webex App
  • PC with Callisto operator solution and Callisto Gadgets
  • SmartPhones (iOS/Android) with Callisto Gadgets and native applications
  • Tablets (iOS/Android) with Callisto Gadgets and native applications
  • Legacy phones, DECT phones, WLAN phones according to manuals.

The Cisco PBX infrastructure (BExk, UCM, HCS) is connected to the Callisto platform via SIP trunk, AXL, and JTAPI (for COC switch solution) or SFTP (for CDRs).
Further Callisto interfaces are:

  • SIP, Secure SIP (UDP, TCP, TLS)
  • RTP, SRTP, T.38/G.711 (Softfax)
  • Cisco AXL
  • IP Socket connection
  • HTTP(S), (S)FTP
  • (S)LDAP (authentication, phone book)
  • ESPA 4.4.4 / X (Alarming)
  • REST (provisioning)
  • Application interfaces for various services or applications

The Unified Presence Server (CUPS) can be integrated as an external presence source.

Minimal Requirements and Resource-Saving for Green IT

The following requirements are needed for a proper use of the Callisto platform with the selected module(s):

Requirements Requisite/Description
Callisto Appliance (virtual Image, OVA)
  • One Callisto appliance for up to approx. 1000 parallel calls on the platform.
  • One platform is sufficient for an unlimited number of users and voicemail boxes
Virtual environment minimal: VMware ESX(i) 6.5
Callisto Appliance «Small»
  • up to 60 parallel calls
  • 2 GB RAM
  • 2 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
Callisto Appliance «Medium»
  • up to 240 parallel calls
  • 4 GB RAM
  • 4 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
Callisto Appliance «Large»
  • up to 240 parallel calls
  • 6 GB RAM
  • 8 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
  • max. 960 parallel calls per appliance
PBX (TVA/PBX) Cisco IP-PBX: CUCM, HCS, Webex (Unified CM), BExk, UCx00

Compatibility

The following products have been tested for interoperability with the Callisto platform.

Note: Various modules of the Callisto platform may also be compatible with other IP-PBX systems. Contact us if you have a specific project.

Manufacturer System Version
Cisco Systems Inc. Unified Communications Manager 7.x, 8.x, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Unified Communications Manager Business Edition 6000 8.6, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Unified Communications Manager Business Edition 7000 8.6, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Hosted Collaboration Solution (HCS) 8.6, 9.x, 10.x, 11.x ,12.x, 14.x
Cisco Systems Inc. Cisco UCM Cloud
Cisco Systems Inc. Cisco Unified Presence Service (CUPS) 8.x, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Cisco Jabber 7.x, 8.x, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Cisco Webex Client
Diverse Android for Smartphones and Tablets upon request
Apple Inc. IOS for Smartphones and Tablets upon request
CTModule AG COC Operator Console Windows 7.x, 8.x, 10.x, 11.x

Contact Us!

We are happy to assist you

Phone: +41 31 531 11 11
Email: sales@ctmodule.com