KIPCOM Limited. Contrex Service Description

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1 KIPCOM Limited Contrex Service Description

2 CONTREX Contrex represents a new generation of communications platform. This new generation of PABX s is often referred to as an IP based PABX. The 'IP' refers to the fact that they use the same Internet Protocol (IP) that you use when surfing the internet or sending an . The most obvious indication of this new generation is that using an IP based PABX allows you to make phone calls over the Internet as well as over the traditional Public Switched Telecommunications Network PSTN (i.e. BT). Making a phone call over the Internet is referred to as Voice over IP or more commonly by the acronym VoIP. When upgrading to Contrex, you will find that it supports your existing phone system requirements, plus a host of new features. Low cost calls are only the beginning of the benefits of Contrex. FEATURES With Contrex, the core feature set is extensive. With Contrex, you no longer have to compromise. Features such as voic and auto attendant which previously were only available to large corporations, are now available to every business. BENEFITS The real strength of Contrex is in the benefits it delivers to your business. One of the major problems we see business's face is that their phone system leaves their clients with a negative view or impression of their company. The right telephone system will leave your clients with the impression that they are dealing with a sophisticated organisation that is going to service their needs. The advantage of Contrex is that it immediately makes your company stand out and look professional at all times. With features such as voic , customisable business messages on hold and roaming extensions, your clients will realise they are important to you and can be assured that they will always receive quality service. SAVINGS ON LINE COSTS Another benefit of Contrex is the savings on line costs. When you start making calls using Contrex using VoIP, most organisations will find that their PSTN lines are redundant. UNIFIED MESSAGING - FAX, VOIC AND Contrex provides the ability to have all of your messages delivered to your inbox. Voic Fax - Contrex can be configured to deliver any voic s directly to your client. Just click on the message and you can listen to your voic directly from your computer. - By adding a personal fax, Contrex is able to receive facsimiles directly to and from your existing client.

3 With Contrex all your messages arrive at a single location which makes life so much simpler. With a fax server, you no longer need a private fax number for receiving sensitive documents as the documents can be delivered directly to your inbox using 'Direct Dialing In' (DDI) where each employee has their own private fax number. LOW COST ACCESS TO ADVANCED TELEPHONE FEATURES. As Contrex is a new generation telephone system, it delivers new price points on standard features which make them affordable to even small business, while adding new advanced features. Previously, features such as auto attendant, call recording and voic were only available in highend PABX s. With Contrex, the same set of features are delivered to every customer, which means that even small businesses get access to the same advanced features as large corporations. MOBILITY With Contrex the definition of a telephone extension has changed. A telephone extension is no longer a fixed device at a fixed location. Employees working from home or on the move can now make phone calls to office extensions (or anywhere else for that matter) as if they were sitting at their desk in the office. The inverse is also true; Contrex can be configured so that it knows where you are and routes incoming calls to you no matter where you are. Travelling staff can pack a VoIP handset (which can be as small as a Bluetooth headset when used in conjunction with a laptop) and make calls from anywhere that a fixed or WiFi broadband internet connection is available. ADVANCED BILLING AND CALL ACCOUNTING SERVICES Contrex offers call logging at user and supervisor level so that you can keep track of each call made including source and destination number, duration etc. This can be used to track call usage of different departments. FREE INTER-OFFICE CALLS The configuration of Contrex allows a company with multiple branches to connect all of their staff to one central PABX. This means that it s very easy to connect multiple offices and route calls between them. Add a reliable IP Connection at each end and you can start making free calls between offices even if they are located nationally or internationally. SCALABILITY Contrex technology scales from small offices with 1 phone, to large scale enterprises with thousands of phones spread across the globe. This is especially important when you start talking about integrating your business systems with your PABX using Computer Technology Integration (CTI). The same Contrex technology can be used whether you are a small 5 employee business or a global enterprise, system compatibility will be maintained as your business grows.

4 OPEN STANDARDS Contrex is built on open standards so you are not locked into any single vendor for support. Contrex also operates with standards based (SIP) phones so you can choose the type of phone that best suits your business operation. You can mix and match phones from multiple vendors such as Cisco, Yealink and Snom to name a few. CONTREX FEATURE DESCRIPTION Features * Anonymous Call Rejection * Fax mail to * Auto Attendant * Hot desking * Call Forward * Hunt groups * Call Logging * Music On Hold * Call Pickup * Phone book/directory/speed dials * Call Recording * Remote extensions * Call Waiting * SIP Extensions * Call queuing * Hot desk extensions * Caller ID * Hunting extensions (mobile pairing) * Click to dial * Time-of-day Routing * Multiple DDI s * Voic /Voic to * Conference room * Web Browser Administration FEATURE DESCRIPTIONS ANONYMOUS CALL REJECTION Allows the automatic rejection of all calls where the caller has actively withheld their number. This will not reject calls where the caller cannot send a calling line identity, for instance calls from international numbers. This can be set at ether user or supervisor level. AUTO ATTENDANT The system offers a flexible Auto Attendant which can be simply tailored to suit your operational environment. Inbound calls may be routed through multi-layered menus with customisable prompts to guide the caller. CALL FORWARD There are four call forwarding options available Call forward always Call forward on no answer

5 Call forward on busy Call forward on not reachable All options are configurable by the user via web browser or, with the exception of call forward on not reachable, using the * and # keys on the users handset. The supervisor can also set and cancel call forwarding via the supervisor logon level on the web browser. CALL LOGGING The system logs internal and external calls and these are available to view via web browser at either Supervisor or User level. The user can only see calls logged against their own extension. The supervisor can see calls logged against each extension. User Level By selecting their extension home page the user can view My Call Log. This shows the last 10 calls from and to their extension By selecting Search Call Log the user can see the calls from and to their extension over the last month Supervisor Level By selecting Search Call Log and entering the extension number the supervisor can see the calls from and to any extension over the last month CALL PICKUP An extension can pick up a call ringing at another extension if the ringing extension is in a pickup group accessible by the extension picking up the call. CALL RECORDING Call recording is available as an always on/off option or on a per call basis. The user or supervisor can set the option to be always on or always off via the web browser. The user can set recording on a per call basis via the * and # keys on the telephone keypad. Call files are SHA1 hashed on creation to provide tamper-proofing verification. CALL WAITING While on a call the user receives an audible and visual indication that they have a second call waiting against their telephone. CALLER ID An incoming caller s number is displayed on the LCD of the user s telephone unless withheld by the caller.

6 CALL QUEUEING Inbound calls are held in queue(s). In- queue options to manage waiting callers. Various ring group and agent management options. CONFERENCE ROOM Conference rooms can be set up at supervisor level and accessed by internal extension or DDI number by up to 30 consecutive callers. Callers are invited to dial the extension/ddi number and enter the pin. They are then taken directly into the conference room and informed how many participants have already logged in. DDI S All facilities such as extensions, hunt groups etc can enjoy multiple DDI s. DDI s can be moved between facilities if required. FAX MAIL A user can have a virtual fax extension with an associated DDI to allow incoming faxes to that extension to be routed to their inbox as a.tif attachment. HOT DESKING A User account allows a user to log onto any extension and employ all of their personal settings such as CLI, DDI s, call logs and recordings. This is particularly useful in small call centre type environments where it is desirable for personal to have their own unique statistics. HUNT GROUPS Any extension (internal or remote) can be a member of a hunt group. An incoming call will ring members of the hunt group simultaneously, sequentially or cumulatively, dependent on programming. The name of the hunt group will appear on the display of the telephone together with the CLI of the caller if presented. Group ringing arrangements include Simultaneous, Sequential and Cumulative. MUSIC ON HOLD The system supports a single source Music on Hold (MoH) via MP3 files. It should be noted that some files may be subject to copywrite and as such the user may require a Performing Rights License. PHONE BOOK/DIRECTORY/SPEED DIALS A central directory contains contact details of company and [personal contacts. These can be searched for and dialled from the handset. Incoming calls from contacts will display name and number. REMOTE EXTENSIONS

7 The system supports remote extensions which share the complete system feature set as if they were onsite extensions. SIP EXTENSIONS The system supports a range of manufacturers SIP telephones including; Snom, Polycom, Cisco, Thomson, Flexor and Grandstream. The handset features available will depend on the manufacturer. TIME-OF-DAY ROUTING Automate your open and closed hours by applying bespoke periods of time and date to routing plans. VOIC Each extension has a voic box which can be customised (greeting and PIN) and accessed internally (1571), externally (voic access number) and by the users web portal. VOIC TO Voic can be delivered to any specified, valid address as a.wav file attachment.

8 WEB BROWSER ADMINISTRATION The supervisor(s) and user(s) can configure the system and extension settings via a web browser. Access is username and password protected. The following features can be programmed; Feature Supervisor User Change Password List Extensions X New Extension & User X New Extension X New Hunt Group X New Conference Room X New Virtual Fax X New Remote Voic X New Auto Attendant x DDI Mappings x Domain Bars x Allocated Numbers x List All Logins x Add Login x Time-of-day Routing Hot desk accounts Search Call Log (Complete) Extension Settings List Messages x Search Call Log (Own Extension) x Fax Settings List Faxes x List Voic Messages x CONTACT DETAILS For further details on the Contrex service or a chat about your requirements please call us on or your questions to: us on

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