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1
- ADVANCED CUSTOMER / STAFF COMMUNICATION
While
top notch customer service may be the goal, at times, our people are
talking to other customers, away from their desk or out on the road.
1.1
- When Busy
1.2
- Away From Desk
1.3
- Instant Message Notification From Voice Mail
1.4
- One Touch Call Return
1.5
- Feature Rich Voice Mail
1.6 -
Using Virtual Extensions
1.7
- When Reception Handles Important Calls
2
- COMPUTER
/ nETWORK iNTEGRATION
Today's
computer capability integrated with a really good PBX switch. Many new applications
are in use and many more under development now that managers see how easy
it is.
2.1
- Link Calls with Contact Managers / Billing Programs…
2.2 - Software Driven
2.3 - Voice Mail
Integration
with Exchange Server
2.4 - On
Screen Call Control
2.5 - Uses Industry Standard
Hardware
2.6 - Open Architecture
2.7 - Great Phone Selection
3
- WEB INTEGRATION
Give
web site visitors personal attention.
3.1
- Web-Calls
3.2
- URL Push-Pages
3.3 - Java Script / Web
Browser Call Control Program
4
- CALL ROUTING
The
power to provide a great customer experience
4.1 -
Receptionist and / or Auto Attendant
4.2
- Workgroups and Call Queuing for Sales, Service...
4.3
- DNIS, Dialed number call routing and Reporting
4.4
- Collect digit call routing
4.5
- DID, Private number / Direct inward dialing
4.6
- VoIP – Tie lines for Multi; PBX, Sites, Campus
4.7
- VoIP Extension
4.8
- Tenant and Multi Division / Company PBX
5
- FULL FEATURED PBX
5.1
- Leaves traditional systems wanting
1.1
- When Busy
The
AltiGen phone system can inform callers that their party is on the phone
and give them the choice to leave a message, select another extension or
ring the operator. While some other phone systems can do this, with
Personal Call Q’s turned on, the AltiGen system can also ask if they
would like to wait, and automatically ring them through as soon as
available. Many callers find this helpful, even if the caller chooses to
leave a message, since they know their party is at their desk and not out
of town for 2 weeks. The called party can see who is waiting, transfer the
call or simply pace their conversation accordingly.
AltiGen
also does this for workgroups like customer service and accounting,
ringing the first available rep, as they become available.
1.2
- Away From Desk
Cordless
Option:
Because AltiGen uses industry standard analog phones, customer service
agents or most any extension can have an affordable cordless phone in
place of, or in addition to their desk phone. Even the receptionist can be
available while at the copy machine or just about anywhere on site.
Find
Them Option:
In the building or in another town, the phone system can inform callers
that the called party is not at their desk and give them the choice to
leave a message, select another extension or ring the operator. While some
other phone systems can do this, the AltiGen system can also ask if they
would like it to find the called party, if they choose yes, AltiGen
calls up to 4 phone numbers while keeping the caller informed of the call
progress. If answered, AltiGen asks for a password whereby it completes
the call. If no answer or the password is not obtained or, anytime the
caller chooses, they can leave a message, select another
extension or ring the operator. Each extension can be configured to allow
this access and select who can use it and when. Your
best customer can get to the right person, at the right time.
1.3
- Instant Message Notification From Voice Mail
Right
after a caller chooses to leave a message, AltiGen can notify a pager or
put a cell phone user into voice mail to hear the message. They can return
the call and catch them at their desk or call accordingly. Each extension
can control; who can do this, during what time of the day and allow all
messages or only those marked with high priority.
1.4
- One Touch Call Return
From
an airport pay phone, cell phone on the road etc. Having called into voice
mail or having been automatically put there by message notification, users
can return calls with one keystroke rather than writing down all those
numbers. While listening to messages calls are returned by simply hitting
the 5 key. AltiGen calls the party that left the message using the caller
id. When done it returns caller to voice mail to handle the next message
or originate new calls.
Place
and return all calls with one connection to voice mail. Saving time and
perhaps toll expense by using the office lines and rates.
1.5
- Feature Rich Voice Mail
AltiWare
provides extremely robust and easy to use voice mail capability. With
traditional phone systems, adding voice mail generally requires connecting
a separate voice mail server or adding special cards to the telephone
system. AltiWare OE includes built-in voice mail service for virtually an
unlimited number of permanent or guest users. Key features include:
-
Send
a message to an extension, group or all.
-
One
touch call return, call person that left a message by pressing one key
and then return to voice mail after completing the call.
-
Message
Notification- to extension, pager or external phone number.
-
Private
Messaging- leave a private message for an expected caller who is hard
to reach.
-
Remote
access to voice mail and feature settings.
-
Make
a Call from Voice Mail. Allows mobile workers and telecommuters to
benefit from corporate phone rates when away from the office.
-
Rewind
or Fast Forward through Messages
-
Message
Management- delete, replay, save, review, forward, reply.
1.6
- Using Virtual Extensions
Every
AltiGen system comes with unlimited virtual extensions. Each has all the
capability of an extension with a physical phone with the obvious
exception of the phone. Message notification, 1# Access, one touch call
return etc. are fully implemented.
-
Salespeople
typically on the road can come in and login to a shared extension
making it theirs while in the office.
-
Schools
assign virtual extensions to teachers where they can record greetings
with assignments and other information that students can call into on
snow days.
-
Real
estate firms use the greetings
to describe each home for sale so that potential buyers can listen to
features while sitting in their cars in
front of the house.
-
Movie
times, directions, private mailboxes for an answering service and
more.
1.7
- When Reception Handles Important Calls
Queue
Option: It is
estimated that over half the calls to an organization are personal in
nature like family, friends, etc. Many more come from vendors and
associates that don’t always need the personal attention of the
receptionist. With Personal or Workgroup Call Q’s in use, the
receptionist can have extra time available to give better personal service
to the more time critical callers, like customers.
Receptionists
typically take incoming calls and park them until the called party’s
phone line is available. Often waiting to check availability when they get
a 2-minute ring back from the call on hold. Reception answers the call
again and starts the process over, checking for availability.
By
simply transferring most calls the first time answered and letting the
phone system ring them through when free, everybody wins. Reception has
more time to give personal service to important calls, callers ring
through quicker and the called party can know who’s in Queue and handle
accordingly.
Auto
Attendant Option:
2.1
- Link Calls With Contact Managers / Billing Programs…
Huge potential here
for integration of phone call driving screen pops and automatic data entry
to record date, time and duration of calls. User can enter descriptions
and you name it.
2.2
- Software Driven
No more ripping out the old phone system to upgrade. Huge
savings over the life of a traditional phone system. AltiWare will adapt
to technology that hasn't been invented yet through the simplicity of
software upgrades.
2.3
- Voice Mail integration with Exchange Server
See voice mail with e-mail for convenient retrieval, allows user to select
most important mail to listen to based on caller id. Create
wave files from voice mail and send as e-mail attachments.
2.4
- On screen call control
Only one computer
is need for the AltiServ system however if a user has a PC they have a
choice of at least four different on screen call control programs. Each
has a unique features appropriate for varying applications.
2.5
- Uses Industry Standard Hardware
While phone system
equipment needs to be high quality and properly designed, gone are the
days of proprietary black boxes that only the vendors service people can
service. NT Server has become the overwhelming standard for server based
PBX's. Lucent and others are all moving their full featured phone systems
to NT.
2.6
- Open Architecture
AltiWare supports industry standard TAPI & MAPI in addition to
making their language AltiLink, available for complete switch control by
third party developers.
2.7
- Great Phone Selection
AltiGen
is a high tech digital phone systems that utilizes analog phone sets for
their universal availability, selection and economy. Unlike proprietary
digital system vendors. Mix and match cordless and desk-sets to obtain the
features, flexibility and economy desired.
3
Text - WEB INTEGRATION
3
- WEB INTEGRATION
3.1
- Web-Call
Use
VoIP
to talk with web site visitors while showing them URL pages.
3.2
- Web Push-Pages
Use
VoIP
to talk with web site visitors while showing them URL pages.
3.3
- Java Script / Web Browser Call Control Program
Use
a web browser Java Applet to view; calls in queue, busy lamp fields,
caller ID, and manage multiple calls using a web browser or a single line
phone.
4.1 -
Receptionist And / Or Auto Attendant
AltiServ
provides total control to use any combination of live or recorded (in
house or professional) auto attendant answering. Opinions are often strong about how the phone will be
answered, as every organization has its own philosophy, goals and
staffing capability.
Attendants
may be used primary or secondary to a live operator and with the new
"Collect Digits" feature, callers can do data entry or be routed
via decision tree logic. After business hours they can be used for
emergency access, night ring, to relay company information or allow
callers to direct themselves to a specific user’s extension or
voicemail. Users can access their voice mail and more.
-
Allow
non-critical calls (family, staff, vendors etc.), to bypass reception
so that more time is available for customer calls.
-
Easy
to setup and maintain
-
24
Hour Availability
-
Prompt
callers and record or route calls based on collected digits.
-
Schedule-Based
Call Processing- route calls differently for different times of the
day
-
Dial
By Name and Name Directory Service
-
Information-Only
Mailbox- setup only to announce information
We
all have examples of auto attendant abuse, often by impersonal institutions.
For many organizations, auto attendants can be used to raise the quality
of interaction with callers that matter most like customers. See section
1.7
- When Reception Handles Important Calls
for more background on the subject and #under construction# for
several script ideas.
4.2
- Workgroups And Call Queuing For Sales, Service...
Workgroups
can be setup for one receptionist or complex multi member service centers.
When no one is available in a workgroup, calls are placed into queue and
distributed as soon as any member becomes available. Administrator
can use real time desktop monitor and set Quality of Service level
threshold limits.
-
32
Workgroups and 64
Members per Workgroup
-
Callers
have the option to wait in queue, ring the operator or leave voice
mail and go to another extension.
-
Callers
in queue can hear music or marketing message and/or up to five
separate messages at selected interval.
-
Unanswered
extensions go to the next member.
Call
distribution and member options
-
Equalize number of calls to each member
-
Ring first available member in list
-
Ring longest idle since last call
-
Ring all available
-
Multiple
workgroup membership
-
Flexible
call wrap-up time
-
Workgroup
Log-In / Log-Out
-
Ring
no answer auto log-out, for members away from phone.
On
screen call control allows member to: view caller ID, see the number of
calls in queue, place multiple calls on hold or transfer calls, identify
members logged in or out of a workgroup and more.
4.3
- DNIS, Dialed number call routing and Reporting
Route
calls and print reports based on the phone number dialed. Know if calls
are coming in from 800 or other special phone numbers. Report on and route
calls accordingly.
4.4 - Collect digit call routing
Use
auto attendant to Prompt caller for digits like SS#, ID, password
etc. Report on and route calls accordingly.
4.5 - DID, Private number / Direct inward dialing
Route
call direct to extensions, workgroup or divisions based on number dialed.
4.6 - VoIP – Tie lines for Multi; PBX, site, campus
Connect
multiple AltiServ systems through dedicated or shared data lines including
over the internet. Use multiple AltiServ systems as one to expand
capacity, simplify dialing plan between sites, do remote city or country
hop-on / hop-off calling, save long distance fees and more.
4.7 - VoIP extension
Treat
Remote workers as if they were an extension down the hall or part of an in
house workgroup or call center. Transfer and conference calls, save on
long distance fees an more.
4.8 - Tenant and multi division / company PBX
Use
one AltiServ system for multiple divisions or companies. Each can share or
have their own phone lines and billing, auto attendants dialing plan and
more.
AltiWare
includes the switching capability found in traditional PBX or key phone
systems, plus much more. It’s really not fair to call it a phone
system, because even its standard features leave traditional systems
wanting. Important features include:
-
Conference
Calling- up to 6 parties
-
One-Number-Access-
allows the system to find you at up to four different locations
-
Call
Transfer- within or outside company
-
Centrex
Transfer
-
Call
Forwarding - remotely configurable
-
Caller
ID Detection and Extended Caller ID
-
Call
Waiting- Ability to handle two callers
-
Multiple
Call Waiting- handles multiple calls by placing callers in queue
-
Distinctive
Call Waiting Tone- signal internal, external and operator calls
-
Distinctive
Ringing- Internal, external and operator calls
-
Virtual
Extensions- Unlimited number
-
Transfer
Caller to Auto Attendant
-
Transfer
Caller into Voice Mail
-
Music
or Marketing Message on Hold
-
Call
Park and Call Pickup- up to 64 at
one time
-
Hands-Free
Mode- Intercom answer
-
Overhead
Paging
-
System
and Station Speed Dial
-
Dial
Last Caller
-
Do
Not Disturb
-
Operator
Off-Line
-
Outside
Call Blocking
-
Station
Log-In / Log-Out- move your extension from one phone to another
without having to re-wire or re-configure
-
DID/Loop/Ground
Start Trunk Interface
-
Toll
Restrictions
-
Power
Failure Transfer, potential for all incoming lines to be directed to
one extension each.
-
Microsoft
Exchange server integration to get voice mail with e-mail.
-
Software
driven for easy upgrades to newly invented features effectively
eliminating traditional tear out the old phone system upgrades.
On screen call control and system management
-
Link
calls with contact managers / billing programs…
-
Industry
standard hardware for powerful, flexible, convenient, economical
upgrading and service.
-
Open
Architecture
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