SIP 1000 and the SIP Compact VOIP Softswitch

By: Senotel Communications cc  01-26-2011
Keywords: VoIP, Communication Equipment, Call Centre

SIP 1000 Features :    IVR (Interactive Voice Recorder) Auto Attendant Interactive Voice Response (IVR) is an interactive technology that allows a computer keypad inputs. IVR technology is used extensively in telecommunications. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes. It has become common in industries that have recently entered the telecom industry to refer to an Automated Attendant as an IVR. The terms Automated Attendant and IVR are distinct and mean different things to traditional telecom professionals, whereas emerging telephony and VoIP professionals often use the term IVR as a catch-all to signify any kind of telephony menu, even a basic automated attendant.     IVR or auto Attendant will also be internalised.    Voice recordings  Look Ahead Function  After hours and office hours features  Holidays Public and international  Voice Mail  Interactive Keypad dialler when phoning in.   · Auto Attendant  Ring No Answer (RNA)  Works on a dial plan system  Voice Recordings – The system comes with a built in recorder which allows the customers the opportunity to listen to recorded messages on their IVR. .This will recorded any extensions which pass through the system this is On Default.  Look Ahead Function – Eliminates the duplicate dialling when in the IVR menu it follows the dial plan as per the customer request. IE if the option is option 1 but accidently 11 is dialled it shall pass it to the group 1 IVR message or group.  After Hours – This is a time based contextual system which allows the customer they have separate menus/IVR messages to be playing .IE if you phone during the day you will get through to a agent at night this can be forwarder voicemail after playing a IVR menu or just play the message and hang up. As well as diverting to a cell phone as per the customer’s request.  Holidays Public and International – This is a time based contextual system which allows the customer they have separate menus/IVR messages to be playing .IE if you phone during the day you will get through to a agent at night this can be forwarder voicemail after playing a IVR menu or just play the message and hang up. As well as diverting to a cell phone as per the customer’s request. These can be altered depending on place of installation or religious beliefs. · Voice Mail –This feature allows the IVR menu to have the option of leaving a voice mail depending on the choice of IVR menu. It has the option press 1 or 2 depending on how many options there are in the menu to leave a voice mail.  Interactive Keypad Dialler - This is the Physical selecting of the option in the IVR menu you wish to follow it is DTMF based so if the user dials one they will get to option one which could be another IVR Menu or a agent.  Auto Attendant – This feature is two components combined ACD and IVR Menu. This does not need an IVR, this routes the call to another agent depending on certain rules. The default rule is ring all. 1. Ring all – Rings at all the agents .This is the System Default 2. Round Robin – Goes in a circle after starting at one point IE if agent one gets the first call agent two will get the second. 3. Random – Picks an agent that is free and sends the call to it. 4. Least Recent call –Time based routing the person who speaks the longest will get the next call as that was the first call in the group. 5. Fewest calls – If all agents start at the same time this will make sure that they all get an equal amount of calls. Numerical Based.   · Ring NO Answer (RNA) – If the agent does not answer where the call does go next. This is dial plan based.    Dial Plan System – Context based is when and where it comes in and where it should be despatched this then follows a flow on the IVR menu based on the option chosen.           Flow Diagrams   Option 1 (Standard)   Option 2 Intermediate           Option 3 (Advanced) Definitions DDI - Direct Dial inward, This is the companies number range which could each be allocated to a different option on the IVR VOIP – Voice over internet Protocol is a general term for a family of transmission technologies for delivery of voice communications over IP networks such as the Internet or other packet-switched networks. Other terms frequently encountered and synonymous with VoIP are IP telephony, Internet telephony, ACD - Automated Call Distribution, or ACD. ACD is the process of distributing calls to a selected group of telephones, by ringing the phones one at a time. If all of the extensions in the ACD group are busy, then the caller is put into what is called a queue. The queue is nothing but a hold condition, during which messages, or hold music, or both, can be played to the waiting caller. As soon as an extension in the group is available, the caller is transferred to that extension. DTMF - signalling is used for telecommunication signalling over analogue telephone lines in the voice-frequency band between telephone handsets and other communications devices.     VG VOICE LOGGING SOLUTION   There are a multitude of applications incorporated in our turnkey solution; the most powerful of these is our Voice Logging solution. Our logging solution will log all calls going through the Trunk lines connected to our system that you the client wish to record. Although the solution in traditional terms is classified as a trunk based logger, we actually record as an extension solution. As a result the management of which extensions need to be recorded is controlled by the administrator. This also makes tracking the calls a lot easier. Our incorporated logger shows all inbound and outbound calls on the integrated TMS as one of the options of tracking as seen below: Screen showing call reporting     There are three ways to retrieve calls as a standard on our system. These are:  Via the TMS  Via the extension report  Via the logger report.   All of which are easy to operate with the correct rights as shown bellow. Screen showing     Screen Showing Search Result   The voice files are compressed using GSM codec as our standard and delivered as a WAV file. This results in a compression ratio of 100Kb per minute of recording The voice files can be listened to off the interface directly or downloaded and sent to mail or file.      VOIP (IP) PBX A IP PBX is a private branch exchange (telephone switching system within an enterprise) that switches calls between VoIP (voice over Internet Protocol or IP) users on local lines while allowing all users to share a certain number of external phone lines. The typical IP PBX can also switch calls between a VoIP user and a traditional telephone user, or between two traditional telephone users in the same way that a conventional PBX does. With a conventional PBX, separate networks are necessary for voice and data communications. One of the main advantages of an IP PBX is the fact that it employs converged data and voice networks. This means that Internet access, as well as VoIP communications and traditional telephone communications, are all possible using a single line to each user But multiple ADSL lines. This provides flexibility as an enterprise grows, and can also reduce long-term operation and maintenance costs. The integration of IP telephony into work place allows the Administrators easy access to the system with the ability to easily manage and control the work environments telephony system. This was not possible with previous versions of PABX’s VOIP (IP) PABX consists on key features such as:    Billing groups  Managed extensions  LCR  TMS  Error reporting   · Voicemail in emails  ACD reporting  Pin Coded extensions  Barring  Phone book (integrated with Snom phones)  VoIP Consol  Managed conference calling  Integrate IVR  Voice logging   ü Billing groups – A built in feature which allows the Admin to manage his departments by groups giving a detailed breakdown of physical cost of Telephony for that department.   ü Managed Extensions – An easy way to manage extensions in set up either in groups or individual extensions from changing them when there is a problem. Changing extensions preferences is easy from been allowed to globally call or just have internal access this is a quickly modified option.   ü LCR – Least cross routing a cheap and affective way to save business money is one of the VG1’s main focuses it also has the built in ability for fail over when the LCR quality is a problem it is easily activated and deactivated.   ü TMS – Telephone mail Service, which comes built in to the system allows the client to easily to pull detailed billing reporting from a month end report to per extension report with a detailed bill. This also divides the LCR costing and Telco costing into two groups and is easily exported to CSV. Please See Annexure A.   ü Error reporting – Allows the client to see if there the Telco lines are having a problem From PRI (Primary Rate) to BRI (Basic rate) it gives an error report.   ü Voicemail in emails – The Client can get all their voice mails in their email so if the client wants to be able to see who is looking for them and why they would just need access to their email this is set up per extension.    ACD reporting - Automated Call Distribution, ACD is the process of distributing calls to a selected group of telephones, by ringing the phones one at a time. If all of the extensions in the ACD group are busy, then the caller is put into what is called a queue. The queue is nothing but a hold condition, during which messages, or hold music, or both, can be played to the waiting caller. As soon as an extension in the group is available, the caller is transferred to that extension. For the Feature Of the ACD group please See Annexure B.   ü Pin Coded extensions – Pin codes can be set up and changes on specific extensions depending on the requirement that they will need to be set up to.   ü Barring – Block certain outgoing prefixes or number ranges in per extension set up or as a whole on the PABX.   ü Phone book – This can be set up as contact list for people within the company That the Client can add and remove numbers which will display on the Snom phones. Please be advised this only applies to snom phones.    VoIP Consol –A screen which shows active in active users from the Web so a receptionist can use this to see who is busy and who is no available , See Annexure A   ü Managed conference calling – As a default 900 and 901 are the conference rooms the customer can set up to 10 conference rooms depending on requirement. These do are Rooms and not Extension but calls can be transferred into the groups as well as password s can be set up.   ü Integrated IVR – Interactive voice message is a feature that by default is set-up on the system and can follow one of 3 options please see IVR document for further information.   ü Voice logging – Calls can be recorded or not depending on if the extension needs it enabled or not this is easily set up and recordings are easily vied please see Voice logging Documentation for Information.   Annexure A VoIP Consol Screen showing VOIP Consol           ACD Report Screen showing     TMS   Screen Showing The TMS.   Annexure B ACD Functions ACD General Capabilities:  Multiple ACD groups, limited only by the number of auto-attendants  Unlimited number of extensions in ACD group  Overlapping ACD groups  Dynamic group adjustment on a call by call basis, for ring no answer group members  Group pickup keypad function from any telephone  Hold music while in queue and no message is being played  Extension can login or logout of group using DND (Do Not Disturb)  ACD group extensions can be regular inside extensions or extensions that ring several phones at the same time (ring group extensions)   ACD Selectable Options (for each ACD group):  Optional message on entering queue  Optional transfer to voice mail on queue timeout  Optional user exit from the queue to voice mail by pressing star (*) key  Reassurance message upon entering queue and up to 10 subsequent reassurance messages at programmable time intervals  Configurable time between each reassurance message (seconds)  Automatic repeat of last reassurance message  Configurable queue time limit (up to 99 minutes)  Optional message to be played upon queue timeout  Optional message to be played upon star (*) exit to voice mail  Configurable voice mail exit extension for each distribution group  Configurable time limit that each extension in the queue will ring before the next extension is tried  Priority setting for overlapping queues  Choice of Round Robin or Least Busy distribution strategies    

Keywords: Business Phones, Call Centre, Communication Equipment, Cost Routing, Internet Solutions, IP Telephony, Service Delivery Satisfaction, Telephone Services, Voice over IP, VoIP,

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