call logging Report is just about the most effective business application you can buy.

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2 call logging Report is a powerful reporting solution for single and multisite users who want to take affordable call logging to the next level of sophistication. It has a full range of customisable reports for cost control, response management, traffic analysis, account code billing and much more. Report is designed to manage and improve the use of telecommunications throughout your business, with a wide and flexible range of reports that show you exactly what is going on in a format that is easy to understand and tailored to your business. By introducing Report, immediate cost savings of up to 15% on calls can be realised as well as the associated savings in staff time on those calls. As a result, Report can pay for itself within three months. Report will quickly highlight further immediate savings that can be made by terminating unused lines, redeploying unused extensions and identifying and eliminating unnecessary and private calls. Report can increase customer satisfaction by helping you ensure that all calls are answered quickly and directed to the correct department first time. Report can help increase sales by ensuring that telesales activity is as effective as possible. More calls can mean more business opportunities and better customer satisfaction. Report will alert you quickly to any unusual telephone or trunk activity, thus potential telephone fraud can be recognised early and huge expense avoided. Report can also highlight the opportunity to increase business efficiency through the use of additional integrated software modules. Whether it s recording calls, screen popping your contact database, or displaying vital call and business information on a wallboard, Oak has got it covered. Report works hard for businesses and call centres of any size, as well as multiple sites, delivering the maximum benefit at the most cost effective price. Look at the Report options overleaf to see which one fits your business best. Oak is the UK s leading specialist developer of telecommunication applications software. Reduce Costs See an immediate reduction of up to 15% in call costs and drive continuing improvements in costs. Retain Customers Impress callers by answering their calls quickly and handling their calls effectively. Increase Sales Ensure increased levels of telesales activity are being made to drive new sales. Improve Performance Work with staff to develop their telephone and telesales techniques. Detect Fraud Identify potential telephone fraud early and avoid huge expense. Work smarter Reveal new opportunities to improve the way you do business. Report is just about the most effective business application you can buy. Preview - Preview reports on-screen, print, save as PDF or export as CSV. Run - Run reports quickly and easily through intuitive user interface.

3 call logging editions Options 09 standard 09 premium 09 enterprise Store Calls Fast retrieval of calls Up to 1,000,000 Up to 10,000,000 Unlimited High performance SQL database included Number of sites single Up to 5 Unlimited Collect Calls Collection Server running as a Windows Service All telephone systems supported Local collection Remote collection, direct or IP buffer Search for Calls Site single Up to 5 Unlimited Date, Day, Time, inclusive or exclusive Group, Extension, Line, Phone, CLI, DDI, Account Cost, Duration, minimum and maximum Historic Report Types Full range of Cost Control reports 3 2 only 3 3 Full range of Response Management reports 3 1 only 3 3 Full range of Traffic Analysis reports Full range of Account Code Billing reports Summary style presentation with graphs Group / Department style presentation with graphs Itemised style call presentation Historic Report Viewing Options Preview on screen with print option Export in PDF, HTML, CSV & Word formats Run reports automatically and deliver by Live Report Types Statistics Server running as a Windows Service View Call activity View Alarm activity, with immediate notification View Fraud activity, with immediate notification Summary style presentation with graphs Itemised style call presentation Notification by Screen Popping, SMS, or Installation Includes full range of carrier costing tables Helpdesk support available Remote diagnostic support available Installation service available Available from all leading resellers call recording call logging application integration wallboard E&OE 3/09 Report is part of the integrated Comms Suite. Oak is an ISO 9001:2000 Quality Accredited company. Oak, developing market leading Communications Management Systems since 1985

4 call recording Record is a comprehensive extension and line side recording solution packed with innovative features to search, record, play and archive calls. Leading edge web technologies ensure that Record is the most powerful yet easiest to use call recording solution available. Record is designed to enhance your business by enabling you to deliver the best possible service to your customers. By recording all telephone orders or discussions, you can quickly confirm back to a customer what was agreed. This enables any disputes to be quickly resolved and for the customer to be retained for future business. It also means the avoidance of time-consuming litigation. Record also works alongside your staff to help them develop their customer service skills as well as drive new sales through better telesales techniques. Record meets the regulatory requirements defined by the FSA and by other regulatory bodies. It is also updated regularly to ensure that it continues to meet the latest regulations as and when they change. Users can securely access Record both locally and remotely and review recordings that their security policy allows. Record works with businesses and call centres of any size, as well as multiple sites, to deliver the maximum benefit at the most cost effective price. Record is scalable from 4 to 480 ports per system. Record is the perfect solution for every business. Resolve Disputes Find calls quickly and an extract of the call to your client to confirm contract details. Demonstrate Compliance For many organisations it is necessary to show that that FSA rules have been followed. Monitor Quality Review calls to ensure that all clients have been dealt with professionally at all times Improve Performance Work with staff to develop their telephone and telesales techniques. Share Share conference calls and online meetings with business colleagues. Search - Search for calls based upon a complete range of enriched search criteria. Play - Review calls visually within Oak s media style call player.

5 call recording editions Options 09 standard 09 premium 09 enterprise Store & Backup Calls Fast retrieval of calls Up to 1,000,000 Up to 10,000,000 Unlimited Number of sites single single multiple Automated secure backup Record Trunks (All Extensions) USB Solution USB Solution PCI Solution PRI(ISDN30)/DASS2/SIP Up to 30 Up to 30 Up to 480 BRI(ISDN2) Up to 16 Up to 16 Up to 64 Analogue Up to 8 Up to 8 Up to 64 Selective recording/deletion Record Individual Extensions Digital 7 Up to 16 Up to 64 Analogue 7 Up to 8 Up to 64 VoIP/IP 7 Up to 30 Up to 480 Search for Calls Date, Time, Duration, CLI, DDI Dialled Number, Direction Add & Search Flags Extension, Notes Department (when used with Report) Agent, CRM & Custom Fields Play Calls with Advanced Media Player Review multiple calls at the same time Review whole or part of a call Speed up or slow down playback Extract all or part of call to MP3/WAV call extract to client Place markers in call & add labels Add searchable Notes to call View and replay audit trail reviews View and listen to calls live Integration D Channel (CLI/DDI) SMDR/Extension CTI/CRM/Database/Custom Agent Security FSA compliant Calls encrypted & tamperproof AES AES AES +448 bit User defined security policies 3 Multiple Unlimited PCI DSS compliant - credit card Available from all leading resellers call recording call logging application integration wallboard E&OE 3/09 Record is part of the integrated Comms Suite. Oak is an ISO 9001:2000 Quality Accredited company. Oak, developing market leading Communications Management Systems since 1985

6 Fully integrated call recording, call logging and wallboard applications from the UK s leading specialist software developer. Complete Communications Management call or visit

7 Comms suite 09 gives you instant access to all the information you need on telecoms activity to drive your business more effectively. A comprehensive call recording solution packed with innovative new features to search, record, play and archive calls. A powerful call logger with exceptional reporting capabilities. A flexible wallboard display showing live call data and xml feeds on PC and plasma screens, providing a real-time overview of current business activity. The fully integrated call recording, call logging and wallboard applications that make up Comms suite 09 are designed to draw on each other s functionality, giving you access to more information than before. Comms suite 09 applications share a brand new user interface that makes all of their advanced features easy to learn and use. You can expect Comms suite 09 to be making a positive contribution to your business from day one. By bringing all these technologies together into one unified solution, Oak has made complete communications management a practical and economical reality for businesses of all sizes. Choose from Standard, Premium and Enterprise versions to suit your business and upgrade seamlessly as you grow. record report When used in conjunction with other modules gives the following additional features:- Data Enrichment Additional Search Criteria When used in conjunction with other modules gives the following additional features:- Data Enrichment Additional Reports display When used in conjunction with other modules gives the following additional features:- Data Enrichment Additional Statistics

8 Technology Comms suite is built on a single code base, has a simple installation process that allows for single or multiple modules to be installed or upgraded as required, and is easy to use as a result of a common user interface to all modules. Web Supports Web2.0, AJAX, ASP.NET Database Supports SQL Protocol Supports CSTA, TAPI, TSAPI, SMDR, CILE, COM, ODBC, HTTPS, XML, CSV Connection IP, Serial Voice Supports Analogue, ISDN (BRI/PRI), DASS2, VoIP, Digital Handsets Encryption 448 Bit Blowfish Computer Telephony Integration Supports over 100 database, CRM and application integrations Presentation Supports PDF, CSV, SMS, , Web, Wallboard Comms suite 09 runs on normal office PC s running Windows XP or Vista. Oak is an ISO 9002 Quality Accredited company. OAK TELECOM LTD 7 ALBANY PARK CABOT LANE POOLE BH17 7BX T F E sales@

9 application integration Connect is a powerful integration tool that brings together business and telecoms data in real time and uses it to speed up call handling and to improve the quality of service offered to customers. Connect recognises who s calling and uses this information to search through your database or application to find the matching contact. It will then screen pop the contact details all before the caller has been answered. Connect integrates with a large number of databases and applications as standard to ensure that it works for your business. Connect also works with you to make outbound calls to your clients automatically from within your application. There s even an SDK (software development kit) to allow software vendors to do their own screen popping and database integration but still use our PABX integration technologies. Connect can be used as a stand alone application or together with the other integrated applications in Comms Suite for call recording, call logging and motivational wallboard displays. In fact Connect is often used in conjunction with Record so that each call recording can be labelled with such things as a customer id or reference automatically ready for later retrieval. Whether you have just a few call handling staff in your business or a large number of agents in a call center, Connect is scalable enough to meet the demands of any business. Connect brings your business and application data to life allowing you to deliver a faster and better service to your callers. Reduce Costs Call handling time is reduced because you have the caller s details to hand and don t need to ask for them again. Improve Service By knowing who the caller is before answering the call you can offer a more personalised service. Increase Sales Telephone calls can be made automatically from your database or application thus speeding up connection and avoiding mis-dialling. Improve Productivity By automatically opening your application or database on the correct screen, you can enter call related notes right away without losing seconds finding the correct screen or tab to use. Share If a call is transferred, all the caller s details are shared with the next person. Sage Accounts - Client details automatically opened and displayed. Microsoft CRM - Client details automatically opened and displayed.

10 application integration editions Options 09 standard 09 premium 09 enterprise Store & Backup Calls SmartServer running as a Windows Service Connection Server running as a Windows Service Maximum number of desktop clients Unlimited Desktop Phone Address Book with manual import Call History Extension Status Preview Dialling, Call Answer Simple Screen Popping on incoming CLI Standard Application Support Access (Microsoft, Database) 7 3 no scripting 3 ACT!, ACT! Professional (Sage, CRM) MS CRM (Microsoft, CRM) Goldmine (Frontrange, CRM) Lotus Notes (IBM, Contact Management) Maximiser (Maximiser Software, CRM) Outlook (Microsoft, Contact Management) Exchange (Microsoft, Contact Management) SuperOffice (SuperOffice, CRM) Bespoke Application Support Adapt (Bond, Recruitment) Autoline (Kerridge, Automotive C360 (C360 Solutions, CRM) Capital Gold (Pegasus, Accountancy) DezRez (DezRez, Property Management) Emis (Emis, Medical) Lawbase (Synaptec,, Legal) Navision (Microsoft, CRM) Sage Line 50 /100 (Sage, Accountancy) Database :- Oracle/SQL Server/ODBC/dBase/FoxPro SDK :- Software Development Kit Many more Installation Helpdesk support available Remote diagnostic support available Installation service available With scripting Available from all leading Resellers call recording call logging application integration wallboard E&OE 11/08 Connect is part of the integrated Comms Suite. Oak is an ISO 9002 Quality Accredited company. Oak, developing market leading Communications Management Systems since 1985

11 wallboard Display is a powerful real time reporting engine as well as a motivational and presentation tool. Display provides a view of key factors affecting business performance at a glance, all displayed on large plasma screens and individual users PCs as required. Display builds a bridge between your business and telecoms applications to show you up to the minute information about your performance. Being able to see what is happening right now in such a visible and dynamic format allows you to identify any problems and rectify them quickly. Display is able to handle multiple inputs at the same time, which include live call data, XML output from business databases, RSS feeds, web pages, and IPTV and video feeds. When used in conjunction with Oak s Report call logging, Display creates and updates thousands of telecoms statistics that relate specifically to your business. Using Display s powerful but easy to use layout editor, wallboard content can designed to meet the exact needs of the business, whether it be for a department or an individual user. Panels within the wallboard design can be set to change colour when certain limits have been exceeded, bringing critical areas to everyone s attention instantly, which is when you need to know about them. Additional alarms can be set to notify specific users of exceptional items such as a long ring time or lost call. Display can be used as a stand alone application or in conjunction with other integrated applications within the Comms Suite for call recording, call logging and contact centre management, providing even more detail on your live business activity. Display keeps your teams informed and motivated. Measure Performance Define your own performance objectives and have them monitored automatically and continuously in real time. Monitor Alarms Set alarms for exceptional events and be informed audibly, visibly and by as to the problem. Increase Sales Set targets for individuals or teams for the number of calls to be made or answered in a given time, and see progress towards their goals visibly in real time. Improve Performance Drive positive change in your business by aiming to meet or exceed performance targets and by reacting quickly to any alarms that have been raised. Share By sharing both business and external content (such as news feeds) with your teams, you can keep staff involved and highly-motivated to achieve common goals. Call Logging - Display call logging statistics in your user defined layout using panels and lists. Combined - Web pages, video feeds, XML database feeds and more, combined with call logging statistics.

12 wallboard editions Options 09 standard 09 premium 09 enterprise Server Types Statistics Server running as a Windows Service Connection Server running as a Windows Service Maximum number of clients (wallboard & desktop) 2 7 Unlimited Panel Types Historic call data Web page Live call data RSS feed Video & IPTV feed XML database feed Panel Layout Editor Panel alignment Snap to grid Multi-select sizing Copy fonts Multiple desktop/wallboard layouts Panel Statistic Types Group,Extension Top 10, Last Leader Board Summary, Itemised Indicator (audio, visual, ) Historic Data Types Incoming, Outgoing Calls Internal Calls (where available) Lost Calls Average/Longest Call Duration Average/Longest Ring Time Many more Installation Helpdesk support available Remote diagnostic support available Installation service available Available from all leading resellers call recording call logging application integration wallboard E&OE 3/09 Display is part of the integrated Comms Suite. Oak is an ISO 9001:2000 Quality Accredited company. Oak, developing market leading Communications Management Systems since 1985