Sales Tool CallXpress 8.1 Features at a Glance June 2010
Architecture 20 Call Servers CallXpress can now be deployed in a multi-server architecture consisting of up to 20 Call Servers Provides for more flexibility deployment options System Server / Call Servers Neverfail Disaster Recovery CallXpress can now be deployed with a redundant System Server at a remote location for disaster recovery purposes. Increased protection against disasters such as a fire, flood, hurricane, prolonged power outage, or any other catastrophic event System Server Replication to the disaster recovery System Server is real time allowing for a much quicker recovery time than if you had to restore from backups UCConnect An open development framework to build custom IVR applications for a wide variety of purposes. Rapid application development using any Microsoft.NET language such as Visual Basic, Visual C#, or Visual C++. UCConnect Leverages the extensibility of the CallXpress platform to enhance the customer experience and streamline business processes Windows 7 Support Both administrative and end-user client applications are now supported on a Windows 7 (32-bit) workstation. Customers can replace their aging Windows 2000 and Windows XP workstations with Windows 7 Administrative & End User Clients Message Cache Manager (MCM) Message Cache Manager off-loads work from the SOAP server for message management operations Increased efficiency for accessing messages in external applications like Web PhoneManager Message Cache Manager / Web PhoneManager Page 2 June 2010
Inter-Switch Connectivity Group Assignments Treats grouped PBXs as if they were all one large PBX Allows extension to extension calling across PBXs that do not have overlapping extension numbers (i.e. have a uniform number plan) CallXpress Configuration Reduces the number of device records needed as you no longer need one for each PBX Localized System Prompts The system prompts are now localized into all of the following languages: Ability to use the system in more native languages and dialects Arabic Danish Dutch English North American English British Finnish French Canadian French European German Italian Norwegian Portuguese Brazilian Portuguese European Russian Spanish North American Spanish European Swedish Page 3 June 2010
End-to-End DTMF on Joined Calls Passes DTMF through CallXpress to the other end of a joined call Allows use of DTMF driven applications when in a joined call SMPP Support Support for SMS via SMPP Support for a wider variety of SMS Service Centers Call Servers Administration Integrations Dialogic 1000 Media Gateways (DMG) Dialogic 2000 Media Gateways (DMG) NEC LAN MCI Support for serial link integrations using a Dialogic 1000 Media Gateway Support for Dialogic E1/T1 Media Gateways Support for two LAN MCI connections in a multi-server deployment DMG support for a wider variety of PBXs DMG support for a wider variety of PBXs Increased resiliency in multi-server deployments CallXpress Configuration CallXpress Configuration CallXpress Configuration Auto Attendant Maximum No Match and Mismatch No Speech Resource Available Set the maximum number of speech recognition mismatches or no matches A speech enabled Call Processor can now transfer control to a DTMF only Call Processor if Let s you decide how quickly you want to redirect callers to a human operator when they appear to be struggling with speech recognition Ensures callers will be able to interact with the system using DTMF if a speech resource is unavailable for any reason Call Processor Mailbox Call Processor Mailbox Page 4 June 2010
Subscriber Mailbox Announce Out of Office Zero Out to Personal Operator Maximum Message Limit Maximum Message Length Live Reply Callers using speech will now hear that a subscriber is out of the office when presented with the options to locate, leave a message, try another person, etc. Callers can now press 0 or say operator to transfer to the subscriber s personal operator when the subscriber s mailbox is set to not accept messages Ability to restrict the number of messages a mailbox can accept Ability to restrict the size of messages on a user-by-user or class of service basis Live Reply to a subscriber using Availability will call the first number in the subscriber s active Call List Allows callers to make more informed decisions about what their next step should be Gives callers a way to get help when the person they called is not accepting messages High traffic mailboxes can now be limited to accept a manageable amount of messages More control over the size of messages each mailbox can take Reduces phone tag where the two parties leave each other messages repeatedly until one catches the other in the office Caller Interface Caller Interface Caller Interface (DTMF only) Caller Interface (DTMF only) CallXpress TUI / VUI Page 5 June 2010
Voice User Interface (VUI) Transfer Call Hot Word Personal Assistant users now have the ability to transfer a joined call Hands-free transfers from any device including mobile phones CallXpress VUI Transfer calls to your desk phone as you enter the office or to our mobile phone as you leave the office Change Availability Usability improvements to the Change Availability command Speaking Change Availability by itself will prompt users for the various pieces of information needed to complete the change CallXpress VUI Power users can still say everything all at once to quickly change their availability Unified Messaging (UM) Lotus Notes R8.5 1 Full support for IBM Lotus Domino and Notes R8.5 Ability to integrate CallXpress with the latest version of Lotus Notes Desktop Suite for Lotus Notes and Domino MWI for Lotus Notes Redesigned MWI support for Lotus Notes More stable and reliable MWI Desktop Suite for Lotus Notes and Domino Microsoft Exchange 2010 Support for message storage and retrieval with Microsoft Exchange 2010 2 Ability to integrate CallXpress with the latest version of Microsoft Exchange Desktop Suite for Microsoft Exchange 1 Released previously as part of CallXpress 8.0 Service Pack 1 2 Message storage and retrieval only at initial release. Support for MWI, Calendaring and Contacts will come in an update Fall 2010. Page 6 June 2010
Microsoft Exchange 2007 Support for Exchange 2007 on a Windows Server 2008 platform Support for Exchange 2007 when installed on Microsoft s latest Windows Server OS Desktop Suite for Microsoft Exchange Secure IMAP/ SMTP Integration to e-mail servers that use secure IMAP & SMTP Encrypted communication between CallXpress and the e-mail server Desktop Suite for IMAP Adds support for cloud based hosted solutions like Google Gmail Web PhoneManager (WPM) CallXpress Mobile Client A small footprint web application for changing availability Works with a wide variety of mobile phones to quickly change your availability on the go Web PhoneManager Can be embedded into applications like Microsoft Office Communicator and Microsoft Outlook to change your availability without having to open a separate browser session Web Browser Support Updated support for the following web browser versions: Compatibility with more web browsers and the latest versions Web PhoneManager Safari 4 (Mac) Opera 10 (Windows, Mac, Linux) WPM Coach A Coach end user training module that covers how to use Web PhoneManager Helps your end users learn the basics of Web PhoneManager quickly and easily Coach Page 7 June 2010
Localization WPM is now localized into all of the following languages: Ability to use WPM in more native languages. Web PhoneManager Danish Dutch English North American Finnish French European German Italian Norwegian Spanish European Swedish Reports Callout Report Callouts made using speech are now shown in the Callout report More accurate reporting of all callouts made through the system Reports Subsetup.csv File The following fields were added to the subsetup.csv file: PasswordChangeDate Ability to create a custom report that shows additional subscriber mailbox setup information Reports Data PasswordResetStatus UseSystemSecurityPolicy VUIStyle Page 8 June 2010
Avanquest UK Sheridan House, 40-43 Jewry Street, Winchester, Hants SO23 8RY Phone: 01962 835000 Fax: 01962 835100 Email: sales@processflows.co.uk Web: www.processflows.co.uk 2010 Applied Voice & Speech Technologies, Inc. (AVST). No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, adapted, or translated into any language in any form by any means without the written permission of AVST. Trademarks, service marks, products names, company names or logos of AVST are protected by trademark and other laws of the United States, as well as international conventions and the laws of other countries. Other such properties that are not owned by AVST may not be used without the express permission from their owners. Page 9 June 2010