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Box Types |
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Mail Box. The foundation of every voice processing system is the mail box. It is here that core functions are defined for each subscriber and executed for each call. Mail boxes typically play personal greetings, take messages, perform transfers, and activate pager and message waiting lights.
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Routing Box. A Routing Box plays a pre-recorded phrase (typically a list of options) to the caller and waits for the caller to enter a digit. The box then sends the call to another box based on the entered digit. Routing boxes can be set up to route calls based on a variety of criteria.
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ACD Box. The Automatic Call Distribution (ACD) Box provides a basic level of ACD functionality, even if the telephone system does not have any. When a call is routed to the ACD box, the voice mail system hunts through a list for a free extension and transfers the call to that extension. If all extensions are busy, the system can place the call in queue, play a series of prerecorded announcements to the caller, and keep the caller informed of his/her position in queue.
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Account Box. The Account Box is a means to collect digits from the caller and store them with the call as an associated account number. These can be collected automatically as DTMF digits, or via a serial link, or by having the caller manually enter the digits. This information can then be used in a variety of ways by the system.
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Group Box. The Group Box is the voice mail equivalent of a distribution list. It allows a message to be sent to multiple recipients simultaneously.
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Question Box. The Question Box is used to ask a series of up to ten pre-recorded survey questions to callers, and then store their responses as either key press digits or voice.
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Directory Box. The Directory Box on the system is used to provide a dial by name directory service to callers. |
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Selected System Features |
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Call Screening/Call Record. Subscribers can choose to have the system answer their calls, record the caller's name then put the caller on hold and announce the call to the subscriber. The subscriber can then opt to take the call, have the system take a message or take the call and have the system record the conversation in the subscriber's mailbox.
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Database Lookup. The system can match caller-dialed digits to a DOS text (ASCII) file. The contents of the text file then tell the system how to route the call. For example, this would allow the system to route callers based on their area code (the system would have asked the caller to enter their area code) without having to create a mail box for every area code in the country.
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Dial by Name Directory. Subscribers or callers can use the system's directory to be transferred to the extension they desire.
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Digit Translation. Allows "inband signaling" (DTMF digits sent by the phone system along with a call) to be translated into instructions that are meaningful to the system. This allows the system to be used in an integrated manner with some phone systems other than Comdial's.
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Fax Switch. The system will detect a fax modem tone on an inbound call and transfer the call to a pre-designated extension that is connected to a fax machine.
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Message Notification. The system can notify a subscriber every time a message is left. Notification can be to an internal extension, an external number or a pager. The system will call up to 5 phone numbers upon receipt of a new message and repeat the cycle if necessary.
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PA Call Announce. The system can announce calls via an overhead paging system. (Implementation will depend on the capabilities of the phone system.)
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Paging. The system can convey a caller's message (their phone number or a voice message) to a tone, digital or voice pager. |