Inbound Call Center Software

The Inbound Call Center (ICC) software is a complete software package for the Zultys Media Exchanges MX250 or MX 30 that handles incoming calls to a group of agents, distributes the calls based on specified rules, and queues them when agents are not available. The ICC then automatically distributes the calls to agents from the queue as they become available. The product functions as an advanced automatic call distributor (ACD). The Zultys Media Exchanges (the MX30 and the MX250) combine the functions of an IP PBX, PSTN gateway, Internet gateway, network server, and application server. The ICC application runs directly on the MX30 or MX250 and is enabled by software licenses.

Client software running on a PC provides agents and supervisors with real time information about the operation of the call center, screen pops, presence, instant messaging, and a soft phone. The same software allows supervisors to manipulate calls in the queue. A custom wallboard display can be configured to appear on the PC desktop or be projected onto the wall without specialized equipment.

Key Features:-

• Complete PBX functionality with integrated voice mail
• Up to 240 agents
• Floating licenses
• Queuing with music and announcements
• Indication of position and expected wait time in queue
• Queue exit options and overflow routing
• Fully custom wallboard
• Multiple groups
• Agents can log into multiple groups
• Multiple supervisors
• Silent monitoring and barge in
• Call recording (upon request by agent, full time, or initiated by supervisor)
• Callback processing
• Group mailbox
• Instant messaging, presence, and chat
• Detailed reports
• Real time statistics and monitoring
• Screen pops
• Flexible call handling rules
• Automatic agent log out
• Multiple languages and worldwide support
  

Inbound Call Center Data sheet (PDF)

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Version 3 IP PBX Software (Advanced Features)

Release 3.0 is a major software update for the MX30 and MX250 IP PBX systems. This release provides a number of new features; many of which are unavailable on competing products.

The following paragraphs provide an explanation of each of the new features and indicate whether the feature comes standard with version 3.0 or is a separately licensed option.

Advanced Auto Attendant (AAA)

The advanced automated attendant (AAA) extends the capabilities of the MX automated attendant and allows it to be customized for a number of vertical market applications. In terms of functionality the AAA can be thought of as a basic interactive voice response (IVR) system.

Variables can be declared to collect input from callers (for example, in a banking application, the account number and PIN number). The input from a caller can then be used to access an external database for information (such as an account balance). The information retrieved can be used to make a routing decision or can be passed to an external text to speech (TTS) server and the MX system can speak the information to a caller. In addition, the call data can be attached to the call and routed to a call center agent to appear in a screen pop.

A customizable script running on an external web server communicates with the MX using HTTP. The script also communicates with databases using standard ODBC access. This architecture allows for flexibility. Some examples of applications where this can be used are banking, pharmacy (prescription refills), automotive (vehicle repair status), real estate (automated information about houses). The applications are practically endless.

The AAA is a licensed option which is either enabled or disabled. Once the AAA is enabled, the simultaneous accesses to the AAA are determined by the number of accesses to system services enabled on the MX system. For the MX30, the maximum number of accesses is 6 and for a single MX250 the maximum is 24.

Instant Messaging Gateway

Most businesses today do not debate the usefulness of instant messaging (IM) for communication within the business. Most of the controversy is around the use of public IM tools that allow for communication outside of the business. In fact, businesses typically either allow these tools to be used or explicitly block their usage on their security devices.

Businesses that typically allow these services to be used recognize the value in the ability to communicate with external business partners. Businesses that block the services are typically concerned about employee productivity decreasing because of the use of these the tools for personal communication or about company confidential information being shared.

The IM gateway from Zultys allows users with the MXIE client interface to view the presence of and communicate with users on the public IM services of Google, ICQ, Jabber, MSN, and Yahoo. The MX system communicates directly with an internal or external Jabber server to provide this capability and the administrator has complete control over which users on the system can access this service. If the archiving option has been purchased for the MX system, all of the IM communications can be archived, stored, and queried. This allows for compliance with regulatory laws and for review of any information that has been shared.

The IM gateway capability has been added to the Advanced MXIE and is available on the MX30 and MX250. Any existing customer with users who have the Advanced MXIE can configure usage of the IM gateway after upgrade to release 3.0.

Unified Messaging Synchronization with Microsoft Exchange

Previous releases of software allowed the MX30 and MX250 systems to be configured as an e-mail client to deliver fax and voice mail attachments through any email server to numerous email clients. With this approach operations such as saving or deleting a message in the e-mail client are not synchronized with the MX phone system.

In addition to preserving the previous unified messaging offering, release 3.0 provides a licensed option per user which allows for synchronization of the exchange mailbox in Outlook with the voice mailbox on the MX30 or MX250 system. With this option, when an operation on a voice message or fax is performed in Outlook, the change is made in the MX mailbox. Similarly, any changes to voice mail or fax messages that are made from the MXIE interface are reflected in Outlook.

Inbound Call Center (ICC) Enhancements

There are a number of enhancements to the ICC software available in release 3.0; full time call recording, call recording on demand by a supervisor, multiple DID numbers per campaign, and selection of outbound calling party number.

Full time call recording for all calls in the call center on the MX250

This feature is commonly used for review or training purposes in the call center environment. If full time call recording is enabled it is important to note that the MX250 system can store approximately 700 hours of call recordings on its internal hard disc drives. Once this space is filled, the oldest calls will be overwritten unless archiving is used. Most call center environments using full time call recording will want to ensure that they also license the archiving software for the MX250.

Call recording on demand has been added for supervisors on the MX250 and it allows the supervisor to select any call from the agent monitor and have a recording of the call deposited into the supervisor’s personal mailbox for review.

An administrator can now provision multiple DIDs per call center and associate a name with each of the DIDs in a campaign. For example, a car dealership may have a promotion on multiple luxury cars and may have different DID numbers for their Mercedes and BMW specials. When a call comes into the call center on a specific DID, a screen pop appears indicating the name associated with the DID. The administrator also has the capability to provision the caller ID number that is sent when outbound calls are made from the call center.

Call Routing Based on Calling Party Number

The Automated Attendant on the MX30 or MX250 can now route calls based on calling party number (caller ID) or a match on a part of the calling party number. This allows for preferred or exception call handling for certain business partners or customers. For example, preferred customers could be directed to a special group of people within the company.

Full Time (Automatic) Call Recording for Users

This feature allows an administrator to configure full time personal call recording for specific individuals on the MX250 system. If full time call recording is enabled it is important to note that the MX250 system can store approximately 700 hours of call recordings on its internal hard disc drives. Once this space is filled, the oldest calls will be overwritten unless archiving is used. Most environments using full time call recording will want to ensure that they also license the archiving software for the MX250.

Call Handling Rules for Operator, Hunt, and Basic ACD Groups

In previous releases an incoming call to an operator, hunt group, or basic ACD group would typically be directed to a group mailbox if it had not been answered within a given time. The caller could then leave a call back number or a voice mail message. In release 3.0 call handling rules can be configured to forward the call to different groups, covering extensions, or voice mail boxes on various conditions. This provides a great deal of flexibility.

Archiving of Faxes, Voice Mails, and Full Time Call Recordings and the Archive Viewer

In certain businesses, archiving and the ability to review the archived data for various forms of communication is a business necessity or is required by legislation. In previous releases, only instant messages could be archived. Release 3.0 improves the archiving by permitting voice mails, faxes, and full time call recordings to be archived. The archiving software running on a windows server pulls all media from the MX and confirms successful delivery of each item. If the communication between the MX system and the archiving application is broken, the MX can be configured to disable a given feature until the link is restored.

Once the information is archived, an archive viewer application allows an administrator to review the information and perform detailed queries. In the case of archived IM, key word searches can be performed, streamlining queries for specific items.

MXIE Improvements

There are a number of improvements to MXIE in release 3.0 such as tighter integration with Zultys IP phones, a viewer for IM history, and better support across the Linux, Macintosh, and Windows operating systems.

When MXIE is bound to a Zultys phone, call control is now fully synchronized between the MXIE and the phone. This allows for improved desktop call control and for switching back and forth between the device which manages calls. For example, a call placed on hold with the ZIP2x2 IP phone can be removed from hold in the MXIE interface.

The MXIE software keeps a local IM history for a configurable period of time which allows for easy review of IM communications and extraction of content. This IM history window updates dynamically in real time so there is no wait time before information becomes available.

Calls to the MX Systems using Secure RTP with 128-bit AES Encryption

In previous releases, encrypted calls could be made between various Zultys IP phone models, both wired and wireless. Any calls made which terminated on an MX30 or MX250 system (e.g. to connect to voice mail, and automated attendant, or to the PSTN) had to be established as unencrypted calls. Release 3.0 provides the ability for the MX30 and MX250 systems to terminate these encrypted calls to provide secure speech for all calls.

Enhanced Support for Emergency Calls

The MX30 and MX250 systems allow an administrator to provision multiple locations within a given building and to specify a list of IP ranges or subnets for devices which reside in each location.For each location, the administrator can provision a caller ID number which is sent to the emergency services personnel when an emergency number is dialled from a device within a given location.

In release 3.0 the MX30 or MX250 remembers the last device in each location which dials an emergency number. If an emergency call is disconnected for any reason, the emergency services personnel can dial the number received as the calling party number (caller ID) and ring the last device that dialled the emergency number.

Enhancements for MXGroup

One of the features that customers appreciate most about the Zultys solution is the MXGroup technology for linking multiple offices together in a peer to peer fashion. The individual MX systems communicate with each other over the company’s private network to share information. When connectivity is interrupted to the MXGroup, an individual MX system provides all features to a local office – the office is not left with a “survivability” solution (that is, a greatly reduced feature set) which is the approach with competing solutions.

Users have the ability to log into their “home” MX system as well as other MX systems in the group (called a “foreign” system). Regardless where the user is logged in, the user can be reached by internal or external callers by dialling that user’s extension.

Software release 3.0 allows for both MX30 and MX250 systems to be networked together in the same MXGroup to build larger networks while including smaller offices. Voice mail and faxes can be forwarded between users, regardless of their location within the network.

If a call or fax is received for a particular user at one system and the user is actually logged into a different system, then the user will immediately receive that call or fax. With release 3.0, if the connection between these MX systems is unavailable, the voice mail or fax is stored locally and then sent to a user’s home system once the link is restored.

A uniform dial by name directory is also supported across the entire MXGroup. Regardless of the MX system a call arrives on, callers have access to this directory to improve the ability to reach people within the company.

Additional System Monitors

Administrators of the MX systems regularly use the system monitors to review and understand current and historical system load characteristics. The system monitors help administrators determine if and when they should order additional capacities for their systems. Release 3.0 adds additional system monitors for viewing G.729 license utilization, ALG load, simultaneous call sessions, bandwidth utilization, and call recording sessions.

Configuration of Users on an MX Using an LDAP Client

A number of businesses use software programs to enter and manage information about their employees. In many cases, the user information stored in the corporate database is entered using one program and the user information on the phone system is entered separately by an administrator.

Release 3.0 allows for user information on the MX30 or MX250 system to be managed using an LDAP client interface. The LDAP client interface from the customer’s system interfaces with software from Zultys which runs on a Windows PC. This software emulates an LDAP server to interact with the LDAP client and also emulates MX Admin UI communication to perform error checking and send configuration changes to the MX30 or MX250 system. Using the LDAP client means that user information needs to be managed only on one corporate system and it will be automatically updated on the MX system.

Increased Analog Telephony Features

Several new features have been added for analog interfaces on the MX30 and MX250 in release 3.0. Calls arriving on the analog FXO interfaces can be directed to specific users or groups based on the inbound trunk group which receives the call. DTMF based caller ID detection has also been added on the analog FXO interfaces. DTMF caller ID transmission is common in a number of regions throughout the world, including China.

On the analog FXS interfaces, the ability to generate battery reversal and battery denial line supervision signals has been added. This better facilitates tie line connections to existing PBX systems and other systems that connect to the MX system using analog FXO circuits. Calls sent to a device on the FXS port can be placed on hold or transferred. A stutter dial tone is sent when voice mail is associated with the user assigned that circuit.

E-mail Notification of Fax and Voice Mail for ACD, Operator, and Hunt Groups

ACD, Operator, and Hunt groups configured on the MX30 and MX250 each have a group mailbox which can store voice mail and fax messages. Release 3.0 adds the capability for an administrator to configure notification rules for received fax and voice mail messages. These notification rules can be configured to alert someone by e-mail to check the group mailbox and can also optionally include the voice mail message or fax itself as an attachment.

Firmware Update Using an External FTP Server

When performing a firmware update on an MX30 or MX250 system there is now the option to use an external FTP server. Previously, for MX systems in an MXGroup the master system pushed the update to the other MX systems in the group. For an MXGroup consisting of many MX systems this process is not very efficient. It can create a bandwidth bottleneck at the office where the master MX is located, significantly increasing the time it takes to perform an update. The new approach in release 3.0 allows the administrator to place all of the appropriate files on an FTP server located at an external data center. Each MX system can then individually download the files from that external central location so there is not a bandwidth bottleneck and all sites can be upgraded faster.

Call Back Requests Initiated From the Web

The MX systems allow callers who reach the voice mail system to be prompted to leave a call back request. The MX30 or MX250 system verifies the call back phone number with the caller, and a call back notification is provided to the operator or agent on the MX system. Release 3.0 allows for the MX systems to receive call back requests over the web. A customer inserts a small applet on their web page which can collect a call back number. This applet uses HTTP to send the call back request to the web server on the MX. The HTTP request contains the call back number and the extension of the appropriate group on the MX system. This feature improves overall customer service and allows more options for customers to reach people within a business.

Enhanced Language Support

Zultys is committed to providing quality IP telephony solutions to businesses around the globe. Support for regional languages is critical to the success of the overall solution. Release 3.0 supports over 25 language packs for the MX30 and MX250 systems. Multiple language packs can be installed on an MX system allowing for automated attendant dialogs with multiple languages simultaneously and for the ability of the voice mail system to have mailboxes in different languages. The MXIE client on the PC allows the user to change the language at any time without having to exit the application.

E1 CAS (R2 using MFR2) Support for Mexico and Brazil

Adoption of E1 ISDN PRI has picked up in the major municipalities of Mexico and Brazil. However, the E1 CAS protocol is still very popular in most rural areas. Release 3.0 provides support for this protocol to better service customers in these regions.

Customizable Fax Cover Pages

Release 3.0 provides default fax cover pages which can be easily customized by an administrator to suit a particular business. Once those fax cover pages are customized by an administrator, they appear in MXIE and can be used by employees that use the MXIE to fax documents.

Fractional PCM (T1 or E1) Support for the MX30

For phone service, businesses have been connecting the MX30 to Internet Telephony Service Providers (ITSPs) using SIP, or to the PSTN using analog or basic rate ISDN (BRI). Release 3.0 supports a new interface card which allows the business to connect the MX30 to the PSTN using T1 or E1. Up to 10 channels are supported.

Improved Integration with Internet Telephony Service Providers (ITSPs)

Many businesses connect their MX30 or MX250 systems to one or more ITSPs to obtain their phone service. ITSPs can provide a number of benefits for a business such as local numbers in various geographical regions, faster response times for changes to service, and better overall rates. Release 3.0 provides a number of configurable settings for the administrator to allow for streamlined integration with ITSPs and the various services they offer. In addition a detailed monitor is available to view the connection state of ITSP accounts.

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