Group & Manager Assistant Solution All-In-One

The team and group multi-talent for Cisco UCC solutions

ManagerAssistant – More Than Just a Group Solution

The fast and efficient transfer and takeover of calls within teams and assistants is an important criterion for customer satisfaction. Callisto ManagerAssistant Group is a professional group communication solution that enables fast management and transfer of calls within a team and provides information about the current status of individual team members. A group consists of participants, each of whom is assigned a member or manager role. The status of team members can be displayed on the phone, in Jabber/Webex, in the browser, and in each participant's Callisto COC attendant solution. Calls to the phones of a group member can be served from the phone of other members, depending on their role.

ManagerAssistant Group

Best-in-class for call management in groups, teams, and executive assistant environments

  • Overview
  • Features
  • Services
  • References

Highlights

Status in Real Time

All team members' phone and presence statuses are displayed in real-time on the phone displays, in Jabber/Webex, in the browser, and in the Callisto COC agent solution.

Team Overview

Whether presence or phone status, the team is always visible on any device, enriched with important information. Detailed reporting is available for authorized people.

Call Handling

ManagerAssistant Group's HTML-based user interface provides simple ways for team members to view all team statuses and "pickup" or transfer calls.

Own Queue

Each team has its own queue with announcement, and it is even possible to configure an overflow.

1-Button Bervice

ManagerAssistant Group provides an intelligent 1-button service for assistants to provide fast access to the next action.

VIP Management

Each manager or each team has freely configurable VIP callers (1-5 stars) on their phone number, which will be put through despite a non-availability.

All Features in Detail

Features from A–Z Description
1-Button Service The 1-button service multiservice key for assistant phones, allows different actions on the same phone key, depending on the call status of the manager and the assistant.
Access through attendant solution COC ManagerAssistant Group is available as a gadget/HTML window and is displayed accordingly in an HTML panel in COC as an integrated window.
Access through Jabber Client ManagerAssistant Group is available as a gadget/HTML window and is displayed accordingly as a tab-integrated window.
Access through phone Supports audio notifications, visual presence and phone status information on the Cisco IP Phone using a static display. Access to user and group management from the phone. Almost all features from the HTML user interface are available on the phone.
Access through smartphone ManagerAssistant Group is available as a gadget/HTML window and can be displayed accordingly as a web app. However, the functions here are limited to the visual information.
Access through web interface Access for authorized administrators for configuration or reporting. The client web interface is available for standalone use or display in the various clients (such as Jabber, Webex, COC, smartphones).
Access through web services Configuration of settings, groups and members as well as VIP participants, can be done via REST services.
Access through Webex Client ManagerAssistant Group is available as a gadget/HTML window and, as an HTML-integrated window.
Call prioritization Callers from the VIP list are put through to the manager, even if the manager is not available or has set call blocking (Break call blocking).
Cisco Phone Services Many functions, such as main menu, pickup, status change, call transfer, etc. are available through Cisco phone services (Phone Services).
Clients Multiple ManagerAssistant Group instances can be installed on the Callisto platform and used for different clients.
Deployment The ManagerAssistant Group module can be optionally licensed and uploaded to the Callisto platform without interruption. Prepared as an appliance image (OVA), the Callisto system can be installed on any virtual machine or physical server.
Evaluations The ManagerAssistant Group Reporting contains a clear logging of all calls. Detailed reports are available to authorized persons for evaluations (data and graphics) on the screen or in Excel.
Global number plan (E.164 support) E.164 numbers supported
green-IT Lowest resource requirements in the industry with highest performance: 2 to 8 CPU’s, 2 to 6 GB RAM, 80 GB HD, up to max. 1’000 parallel calls per image.
High Availability Yes
Instances Multiple ManagerAssistant Group instances can be installed on the Callisto platform and used for different clients.
Name / phone number identification When a call originally addressed to the manager is redirected to the assistant, the displayed information such as caller name and caller number can be customized for each group for possible privacy reasons or to identify from which the redirected call originates in case of multiple managers.
Notifications Notifications with adjustable ringtone for incoming calls to team members/assistants/managers on own phone or Jabber client.
Overflow If managers and assistants are not available, an overflow to other groups or phone numbers can be configured.
Phone menus / context menus Depending on the permissions, the ManagerAssistant Group main menu on the phone provides most of the available functions. However, there are also context menus that allow quick actions with a few key clicks on the phone.
Presence Easy detection of presence (presence status) of all group members on the phone display or in the HTML window (Jabber, Webex, COC). Integrated with Cisco CUPS.
Provisioning Manually or automatically from Cisco UCM through AXL or Microsoft AD, LDAP/OpenLDAP system and CSV files. Web services (REST) supported.
Reliability Apart from the stability of the Callisto system, the Callisto system can be designed to be highly available.
Reporting The ManagerAssistant Group Reporting contains a clear logging of all calls. Detailed reports are available to authorized people for evaluations (data and graphics) on the screen or in Excel.
REST interface Configuration of settings, groups and members as well as VIP participants, can be done via REST services.
Scalability Callisto ManagerAssistant Group supports an unlimited number of users per Callisto instance and up to 960 parallel lines for calls to the teams. In addition, independent ManagerAssistant Group instances for different clients can be set up on Callisto. Depending on the phone display type, a maximum of 18 or 24 team members can be displayed simultaneously.
Security fttps, SIPS, Passwort- und PIN-Sicherheit, Appliance-Sicherheit, integrierte Firewall
Status display Easy recognition of presence, phone and call status of all group members on the phone display or in the HTML window (Jabber, Webex, COC).
Supported phone / clients ManagerAssistant Group supports all Cisco phones with color display (which support the CiscoIPPhone XML object “CiscoIPPhoneStatusFile”), as well as the COC, Jabber and Webex clients.
VIP Caller Callers entered in the VIP list are put through to the manager, even if the manager is not available or has set call blocking (Break call blocking).
Voice Protocols and Codecs Based on the SIP protocol, both codecs are supported, G.711 and G.729.

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 ManagerAssistant Group – Your Best Choice

Flexible

Team or group as well as manager and assistant circuits can be configured very easily and flexibly and displayed on a wide range of Cisco phones and clients.

Unique

ManagerAssistant Group is one of the most unique (in terms of functionalities) group solutions for Cisco UCC applications.

Extensive

ManagerAssistant Group offers dedicated and extensive functions for an efficient team or assistant telephony.

Simply Well Connected

The ManagerAssistant Group module, configurable both as a team application and as a manager assistant solution, offers a simple and efficient way to manage calls in one or more teams. It does not make any difference whether the group is
Manager-Assistant is oriented, whether all team members have the same role or whether there are multiple managers or assistants.

Incoming calls to team phones are displayed with phone and presence status in an overview and can be answered by any pre-configured and authorized team member. Calls to manager phones are prioritized and displayed at the top. This allows calls to be distributed and handled efficiently within the team. No matter if directly on the Cisco phone, in Jabber/Webex, in the Callisto COC attendant solution, or in the browser.


CPhone_MA-GROUP_Group

Overview of the Team Status

Team members’ phone and presence statuses are shared in a group in real-time on a wide variety of end devices and clients. This means that everyone can directly see the status of the appropriately configured, authorized phones or team members at a glance, either on the Cisco phone, in Jabber/Webex, in the Callisto COC attendant solution, or in the browser. All vital information is available on the phone display.

The Callisto ManagerAssistant Group solution integrates easily with the Cisco Unified Presence Server (CUPS). Thus, the status of each individual is automatically synchronized on all platforms.
ManagerAssistant Group not only displays team presence and phone status but also provides information on events such as incoming or outgoing calls or redirections per team member. This allows all members an optimal orientation when taking over or transferring calls in the team.


CPhone_MA-GROUP_Group

Menu by Selection

Quickly make an arrangement, switch redirections or handle forwarding: thanks to an intelligent ManagerAssistant Group menu, you can always adapt the settings quickly and efficiently. Based on the flexible Callisto authorization concept, the most important functions are available directly in the menu. Depending on the authorization, adding or editing team members and remote rerouting or remote status changing can be done via the phone menu or client GUI.

 


Manager Call Handling

ManagerAssistant Group enables efficient collaboration between managers and their assistants. In a manager-assistant configuration, for example, the manager can see via a status display which assistants are available and which presence or telephone status they have. He can then take calls from them himself, assign them or switch on a corresponding call forwarding to be undisturbed. An appropriately configured routing of calls automatically ensures the intelligent and efficient distribution and receipt of calls in the office. At the touch of a button, the manager can be actively involved in the process or take himself out of it again in order to be undisturbed.


VIP Calls Directly to Manager

Typical use case: We don’t want to be disturbed, but your boss, the family, and certain colleagues should still be able to reach us. This is exactly what ManagerAssistant Group VIP management is for: VIP numbers can easily be defined in a ManagerAssistant Group list by the manager if he is expecting important calls or there are people with high priority. These VIP callers will always reach the manager directly, even if call forwarding or absence is set on the manager’s telephone.


Distribute Calls Automatically and Smartly

In a manager-assistant constellation, it’s possible to configure a “1 to n” and an “n to n” relationship. If several assistants are available in a manager-assistant team, incoming calls are automatically distributed according to the top-down principle if the assistant is busy or unavailable. The order of the predefined hierarchy of assistants can be configured or changed whenever needed. The same rules apply to teams without managers.


Overflow During Peak Hours

If you are temporarily flooded with calls, or if no one is present in your team, appropriate overflow measures can be defined. For example, calls are automatically forwarded if all team members are busy or absent for a certain period of time. In this ManagerAssistant group call flow, an overflow can be configured according to needs. Here are the options:

  • no overflow
  • forward to any phone number
  • forward to voice mail
  • signal a busy tone
  • forward to any other team.

One_Button_Service

1-Button Service

The smart 1-button service helps the assistant to perform all routine actions with just one button. For example, answering a call from the boss, forwarding, redirecting, etc.: depending on the status of the manager and/or the assistant, a completely different, next proper function is available at the push of a button. This simplifies call processes considerably and telephone assistance.


Friendly Customer Reception Within the Team

A friendly phone reception is the main focus. That’s why the ManagerAssistant Group solution provides a queue with greetings and announcements in the Manager Assistant configuration. Greetings, announcements, information, and music on hold can all be individually selected or configured. This allows callers to be professionally and friendly greeted, and entertained with information or music on hold during the connection process.

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
Cisco Systems Inc. Cisco Phones (max. rows: 3, max. columns: 6, max. members: 18) 7945G, 7965G, 7970G/7971G-GE, 7975G, IP Communicator
Cisco Systems Inc. Cisco Phones (max. rows: 4, max. columns: 6, max. members: 24) 8841, 8845, 8851, 8851NR, 8861, 8865, 8865NR, 8941, 8945, 8961, 9951, 9971
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

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Email: sales@ctmodule.com