Customer Interaction Center Unified Messaging and Voice Mail Feature List

CIC unifies interactions and, in the process, provides a powerful platform for one-stop access to e-mail, voice mail, faxes, etc.

System Features

  • All options are fully customizable through CIC’s open graphical interface – any voice mail feature or menu may be modified, extended, and/or customized.
  • Access universal in-box from any touchtone telephone including voice mails, faxes and e-mails.
  • May be used with CIC as PBX/ACD/IVR.
  • Customizable VPIM (send/receive) to be used with proprietary PBX’s such as Lucent, Nortel, Ericsson, Alcatel, Siemen’s ROLM, Fujitsu, Mitel, Toshiba, and other popular PBX systems.
  • Supports inband integration, SMDI integration and NEC MCI integration to other PBX systems.
  • Supports Microsoft Exchange Server, IBM Lotus Notes and Novell GroupWise for:
    • Message delivery and retrieval.
    • Includes NEW Voice mail player.
  • Support for SMTP,IMAP, and LDAP, for message delivery, retrieval, and address book.
  • Supports multiple simultaneous mail system connections. This enables the capability to define users based on their mail type – voice mail only or unified messaging with an e-mail server.
  • No configuration required inherits new user defaults.

Mail Configuration

  • Configure prefixes for subject of voice mail and faxes to appear in unified messaging inbox for user.
  • Long voice mail message threshold.
  • Short message compression.
  • Long message compression.
  • Delivery retry limit to e-mail server.
  • Retry interval to e-mail server.
  • Directories — easily configured to correspond with IT policies.
  • Transports — easily configured to correspond with IT policies.
  • Providers — easily configured to correspond with IT policies.

Administering Voice Mail

  • Create user and workgroup mailboxes in same administrative interface as user and workgroup extension
  • Manage user status information in Interaction Administrator or through Interaction Client with supervisor rights
  • Limit number of messages via Exchange or Lotus Notes
  • Limit Size of Messages via Exchange or Lotus Notes
  • Limit total available storage via Exchange
    • For User
    • For Group
    • (This is a feature of the e-mail server)
  • Voice storage is limited only by size of hard drive(s) on e-mail server
  • Ability to configure a Station for Unified Messaging on MIC (formerly Communité) and Exchange UM 2007

Voice Message Storage

  • Standard .wav file storage format
  • Support for different codec [GSM 6.10, DSP Group TrueSpeech,G.711 Mu-Law PCM, G.726 32kb/s]
  • GSM is the default codec
  • Highly Efficient Compression (TrueSpeech 1.1 kilobyte per second)
  • Sent to E-mail server as an attachment to an e-mail
  • Interaction Message Store for Voice mail and Fax (no need for an e-mail server)
  • Use phone to access voice mails without the need of a desktop PC mail client/voice mail form (TUI)

Caller Voice mail Options

  • Caller hears CIC user’s personal greeting or system “in/out” status including until date/time depending on the user’s individual setting and configuration
  • Ability for caller leaving a voice mail message to short-cut through a personal greeting by pressing the “#” button
  • Record voice mail message at sound of tone
  • Caller has option of pressing “1” for more options at end of recording or hanging up to send the message
  • Caller may re-play their recorded voice mail message
  • Caller has option to re-record their voice mail message
  • Caller has option to delete the message and hang up or delete the voice mail and return to the main menu
  • Caller has option to send the message and return to the main menu

Available Follow Me

  • User can set “Follow Me” telephone numbers in their Interaction Client if a Client workstation user or they may set them through the voice mail personal options.
  • Available Follow Me offers the caller the choice to locate the party or to leave a voice mail message.
  • User Options – the voice mail user may choose to designate a required password or to let the user accept the call immediately.
  • Call Coverage strategies
    • Configure how calls should be handled when a user isn’t available or answering their phone.
    • Notify by pager
    • Notify by outcall to a telephone number
    • Notify – digital or alpha-numeric or with pager e-mail address
    • Notify of only voice messages
    • Notify of only with urgent voice messages
    • Notify of voice mails and incoming faxes
    • Notify of incoming faxes only
    • Schedule to notify
    • Notify during a specific timeframe
    • Notify always
    • Set notification options via the telephone user interface
    • If Interaction Client is licensed, set notification via Interaction Client
    • Contact Users and Extended Numbers
    • From within the telephone user interface, contact other users via their extension number, their mobile number, or alternate business telephone number found in the company directory.

Unified Messaging Inbox (Desktop) – utilizes Exchange, Notes or GroupWise

  • E-mail, Voice mail, Faxes Together in same inbox
  • Caller / Sender Identified via CallerID or ANI
  • All caller options selected in CIC logged and put into the text of the e-mail delivering the recorded voice message (for instance, CIC user can see that a caller transferred to several users before deciding to leave their voice message)
  • Exchange only Reply to voice mail – flagged – message is flagged in the inbox that it was replied to.

Voice mail Player

  • Interaction VoicemailListen to voice mail
    • Voice mail player allows audio to be played either over the telephone(logged in station), to a remote telephone number if a remote user, or PC speakers
    • Ability to control clear MWI
    • Adjust playback volume, including mute
    • Fast Forward, Rewind, and Pause

Interaction Fax

  • Review Faxes in CIC using Interaction Fax
  • Eliminate Fax Machine Monitoring
  • Keep Personal Faxes Personal
  • Print an e-mail to CIC’s fax print driver and Send to Fax Machine (via Exchange)
  • Print

Universal Inbox (Phone Retrieval of Messages) (TUI)

  • Overall:
    • Remap Menu Option Numbers – Menu options are configured using XMLbased voice mail scripts. Customers may change the keys required to delete, save, forward and perform other voice mail control options. Allows Global Access from internal extension or external number
    • User Provides Extension / Password Access to gain access to their messages
    • Summarizes Contents of Exchange In- Box Over Phone by informing user of new voice mails, faxes, and e-mail messages
    • Allows Selection of Type of Message to play – select voice mails, faxes, or emails to hear
    • Standardized menu system – “*” returns to previous menu throughout
  • Voice mail Listen Options:
    • Listen to Voice Messages – new or saved
    • Reply to E-mails and Voice Mail Messages by recording reply
    • Reply function keeps call in voice mail system for messages from internal users. Plays message indicating that voice mail session will be terminated when replying to external users.
    • Delete voice mail
    • Deleted voice mail messages may be retrieved again under “personal options” menu, “manage deleted messages” option
    • Delete all messages with the same subject heading
    • Delete all messages from this recipient
    • Save voice mail
    • Fast-forward and rewind through messages – fast forward or rewind 6 seconds during message playback
    • Play message body including voice mails
    • FW: and RE: parsed from subject and played back “forward” and “reply.”
    • Volume control
    • Set “listen feature” to FIFO or LIFO message sorting in personal options Brief mode for message playback (Envelope information always available) – set to brief mode in personal options
    • Envelope information playback
  • Forward Voice mail Message Options:
    • Add Voice Annotation to a Forwarded message
    • Forward Voice mail message to other CIC user(s)’ extension
    • Dial by Name for recipients (e-mail ids)
    • Entity Names played as recipients are selected, last entry can be overwritten. (TTS if not recorded) Send Voice mail Options:
    • CIC workgroups used as distribution lists
    • Intelligent playing of sender identity when entering a user’s extension
    • Set message as high priority when sending voice mails Fax Messaging Options
    • Listen to new or saved faxes
    • Redirect Faxes to Nearby Fax Machine by
    • Forward fax message to alternate CIC user by name or extension or to a CIC workgroup as a distribution list.
    • Forward returns to disposition of original fax message (Reply – only for internal replies)
  • Listen to E-mail options:
    • Listen to E-mail via Text-to-Speech
    • Delete e-mail
    • Deleted e-mails may be retrieved through personal options, “manage deleted messages” option
    • Respond to E-mail via .wav file over telephone
    • Reply recipient confirmation and override
    • Play “header information” or envelope information
    • Attachment indication included if message has attachment (“This message has attachments”)
    • Forward e-mail to another CIC user or workgroup as a distribution list
    • Forward returns to disposition of original e-mail message (Reply – only for internal replies) Personal Options
  • Set “listen feature” to FIFO or LIFO message sorting
  • Priority message sorting (plays priority messages before others)
  • Brief mode for message playback (Envelope information always available)
  • Envelope information playback
  • Manage deleted messages menu (one at a time or by type – erase all and restore all options available)
  • Saved messages toggle On/Off
  • All configurations update real-time (user configuration and messages refreshed after all changes)
  • Toggle main mailbox greeting with status information On/Off
  • Message types (i.e. voice mail, e-mail, fax) all toggle On/Off
  • Find Me telephone numbers settings configured under personal options:
    • Remotely access other mailbox folders
    • Create subfolders of the Inbox folder to access via phone
    • Use mail server rules to organize messages
    • Access Sent and Deleted folders via phone
  • Manage Personal Greetings:
    • Verification of current and updated in/out status (including “until” times and dates)
    • Record personal out of the office greeting
    • Record personal “ring no answer” greeting
  • Re-set In/Out Status
  • Set “until” dates and/or times for applicable in/out statuses (formatted to mimic what is set by client)
  • Available, Forward in/out status sends callers to a remote telephone number such as a mobile or home phone in lieu of voice mail so that user may always be available to his/her callers
  • Forward number (remote telephone number) can be set when Available, Forward is selected for update status
  • Confirmation of current forwarded number for “Available, Forward” status
  • All standard Interaction Client status values included in list of possible status choices
  • Custom breakout point for custom status messages created by system administrator
  • Optional mailbox greeting which tells current in/out status

Interaction Mobile Office (Speech-enabled Retrieval of Messages)

  • Requires an ASR engine for processing
  • Speech-enabled TUI module allows users the following:
    • Manage voice mail, e-mail and faxes
    • Check and change their current status
    • Access the personal company directory to gain access to employee’s available mobile, home and business phone numbers
    • Record calls that are initiated through Mobile Office. (New in IC 3.0)
  • Microsoft Outlook module allows users the following:
    • Listen to calendar appointments and meetings. (New in IC 3.0)
    • Access to Outlook private contacts (similar to personal company directory). (New in IC 3.0)

Interaction Client Voice Mail Control

  • Send alerting inbound call directly to CIC voice mail from Client “My Calls” tab
  • View call information on “My Calls” tab while they are in CIC voice mail
  • Option to listen to caller while they are recording voice mail
  • Pick up call out of voice mail to talk to caller
  • User may set their in/out status from the Interaction Client
  • Record personal greetings from their workstation and/or desktop via the Interaction Client (audio is recorded via their station or remote station – not into the PC microphone)
  • Calls may be transferred directly to an CIC user’s voice mail box from the Interaction Client transfer menu

Support for Microsoft SAPI 5 compliant TTS Engines

  • Various SAPI 5 engines (Nuance, Loquendo, and Microsoft,.) have been certified by Interactive Intelligence (see Support documentation for complete list of certified TTS engines)

Fault Tolerant E-mail Server Connectors (Exchange, Notes, GroupWise)

  • Queues Messages on CIC for sending to separate e-mail server
  • Sends message when e-mail server is available

Legacy PBX Integration (Customized on CIC, may require a Media Gateway)

  • CIC behind PBX for Unified Messaging
  • Supports analog inband integration
  • Supports Digital T1 interface to proprietary PBX systems
  • Simplified Message Desk Interface (SMDI)
  • Support for ANI/DNIS in voice mail message when proprietary PBX passes information (typically requires SMDI interface)
  • Support for message waiting lights on/off on proprietary PBX systems
  • Support for message waiting indication on ADSI telephone sets connected to CIC when CIC is PBX (See your District Sales Manager for details on supported ADSI telephone sets)

Note: Please check Testlab.inin.com for standard PBX integration information and timeframes to implement.

www.cuasterisk.com | Phone: 616.285.5711 | Toll Free: 800.327.3478 x167 | Fax: 616.285.5735