e_onlinedemo_guide

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The eTracking System
INCIDENT PROBLEM CHANGE CONFIGURATION -
Start the connection After setup start the New ICA Connection with a doubleclick. Then log on: OmniTracker Windows-Login: User: omnitracker Password: demo Presentation Now you can view the Online Presentation. End of session For ending the session click on Start / Shut Down and Log off “omnitrack”. Your window is being closed.
Omni N et
info@OmniNet.de www.OmniNet.de www.OmniTracker.de
Omni Omni T racker
The eTracking System
INCIDENT PROBLEM CHANGE CONFБайду номын сангаасGURATION RELEASE SLA ACTIVITY WORKFLOW -
ONLINE - PRESENTATION
Citrix ICA Client Installation For the OmniTracker OnlinePresentation it is necessary to install a Citrix ICA Client according to the following instructions. Please call us in case of any questions! Client Download Download the Citrix Client for example at: /download/ic a_clients.asp You need a “Full Programm Neighborhood Version 7.00”. Please contact us in case of difficulties with the download. Citrix Clients Installation Install the Client via doublecklick on the Setup file (ica32.exe) and follow the installation instructions. Add a new ICA Connection Add a new ICA Connection in the Citrix Program Neighborhood. Configure the new connection according to the following screenshots:
The eTracking System
INCIDENT PROBLEM CHANGE CONFIGURATION RELEASE SLA ACTIVITY WORKFLOW -
M A N A G E M E N T
Unified Messaging Email - Management CTI - Server Reports / Statistics Open Interfaces WEB - Integration
OMNINET GMBH ORCHIDEENSTR. 39 D-90542 ECKENTAL
INFO@OMNINET.DE HTTP://WWW.OMNINET.DE
Unified Messaging Email - Management CTI - Server Reports / Statistics Open Interfaces WEB - Integration
CORE FUNCTIONALITY
The core functionality of the OmniTracker “Tracking Engine” contains the following
M A N A G E M E N T
World Wide Web Local Clients Remote Clients
Omni N et
info@OmniNet.de www.OmniNet.de www.OmniTracker.de
Omni Omni T racker
The eTracking System
INCIDENT PROBLEM CHANGE CONFIGURATION RELEASE SLA ACTIVITY WORKFLOW -
© OmniNet GmbH, 2003
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OMNITRACKER: THE ETRACKING SYSTEM
ONLINE - PRESENTATION
Omni N et
info@OmniNet.de www.OmniNet.de www.OmniTracker.de
Omni Omni T racker
OMNITRACKER: THE ETRACKING SYSTEM
ONLINE - PRESENTATION
Omni N et
info@OmniNet.de www.OmniNet.de www.OmniTracker.de
Omni Omni T racker
The eTracking System
TEL: +49(9126) 25979-0 FAX:+49(9126)25979-40
© OmniNet GmbH, 2003
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M A N A G E M E N T
Unified Messaging Email - Management CTI - Server Reports / Statistics Open Interfaces WEB - Integration
© OmniNet GmbH, 2003
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Unified Messaging
Wide Area Network
External Applications
Automation -Interface Telephony (CTI)Server
TCP/IP
Local Area Network
Incoming/ Outgoing Emails
Email - Management CTI - Server Reports / Statistics Open Interfaces
Thank you very much for your attention! Technical prerequisites: Internet connection with open TCP Port 1494.
RELEASE SLA ACTIVITY WORKFLOW -
M A N A G E M E N T
Tracking Engine
ODBC
WebGateway EmailGateway
TAPI (D)COM
SMTP POP3 IMAP MAPI
WEB - Integration
PABX
Data Base
EmailServer
© OmniNet GmbH, 2003
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17.12.2003
OMNITRACKER: THE ETRACKING SYSTEM
INCIDENT PROBLEM CHANGE CONFIGURATION RELEASE SLA ACTIVITY WORKFLOW -
M A N A G E M E N T
Unified Messaging Email - Management CTI - Server Reports / Statistics Open Interfaces WEB - Integration
© OmniNet GmbH, 2003
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17.12.2003
OMNITRACKER: THE ETRACKING SYSTEM
ONLINE - PRESENTATION
Omni N et
info@OmniNet.de www.OmniNet.de www.OmniTracker.de
Omni Omni T racker
OMNITRACKER: THE ETRACKING SYSTEM
ONLINE - PRESENTATION OMNITRACKER
is a professional Service Management, CRM and "Action-and-Request“ Tracking System, available for a broad spectrum of service delivery organizations and application areas such as: Help-Desks und Call-Center following ITIL with Incident-, Problem-, Change- und Configuration-Management Customer Relationship Management (CRM) Incident and Problem Management Change Management Quality Management Service Management SLA Management Activity Management Technical Service Sales Support Contact Management Objectives The objective of OmniTracker is optimizing the performance (quality, throughput) of the service delivery organization by: automating online processing of ... all kinds of incoming calls and messages, by utilizing various OmniTracker components to support different inbound channels (telephone calls, emails, faxes, web access, unified messaging systems). ... all “requests” and actions to be processed, synchronized from creation to completion. highly integrating OmniTracker with the customer’s infrastructure (technically and organizationally). Product Positioning Best product flexibility and extensibility; Easy Configuration, Administration, Operation and Handling; Highly adaptable (technically and organizationally); Very cost-effective for large and small user groups; Flexible response to customer requirements with respect to release planning; Broad spectrum of OmniNet® services;