1 VoIPCortex IP PBX features and benefits Based on our strategy and using our core VoIPCortex platform we have optimised a small but powerful range of IP PBX solutions to suit a broad set of customer requirements. A comprehensive feature set, a simplified configuration model and flexible deployment methods are central to all of the units in the range, ensuring that small offices, enterprise, multinational organisations and serviced offices are all catered for. Advanced feature set Unified Communications Video calls, Instant Messaging with user status, Open Communications Manager, Outlook and CRM integration Call and contact centre Real time queue wallboard, Call and agent statistics, alerting, Call recording, Supervisor call listening Flexible and remote working Mobile twinning, Internal and external chat, Fax and voic to , Presence, Soft phone integration Call logging and recording Graphical reporting, Call and agent statistics, Call recording with fine grained control Reliability and redundancy High availability, VoIP and/or ISDN for connectivity, Solid state variant, Trunk state change alerting Call handling Multi level night mode, Hunt groups, Hot desking, Conference bridge, Music on hold, Company directory, Personal contacts Web: Tel:
2 VoIPCortex IP PBX features and benefits Configuration and deployment Simple, streamlined deployment Intuitive web interface, Zero touch auto provisioning for over 80 devices, Rapid provisioning codes Scalability Based on open standards, Easy and cost effective to add users, extensions, additional sites or features on demand Flexible implementation Remote, local or cloud-based deployment, Choice of connectivity methods and codecs to suit different environments Freedom of choice Based on open standards to promote interoperability, Wide choice of third party end points, software and services Absolute control Maintain real control over your system via the unique configuration model, varied access levels/ user permissions Radically simple multi tenancy Complete multi tenant divisioning for multiple company environments, serviced offices or hosted deployments
3 Advanced feature set Unified Communications The VoIPCortex range makes it easy for users to communicate with internal and external contacts via the most efficient and natural media available to them at that time. All VoIPCortex systems include: Pervasive internal and external video calling. If a video capable trunk and end points are identified, video will automatically be enabled - whether users are local to the phone system, based remotely, or using a different phone system altogether. The Open Communications Manager, a web based interface for remote and local call monitoring, control and customer intelligence in real time, via the desktop, with no installation required. Supervisors, receptionists and general users can instantly observe user availability, make/ handle calls quickly and intuitively with a mouse and keyboard, screen pop customer information as calls come in, or on demand, and make notes on each call they make or take. Tested for compatibility with a wide range of web browsers, it s easy to start using OCM without any specialist software required. Integrated instant messaging server for internal and external IM via OCM or an XMPP client. Easy to set up and even easier to use, users can communicate in real time text in a secure and integrated environment. Real time presence and status of colleagues via the OCM and IM. Instantly know if a colleague is available, and choose your communication medium accordingly. CRM integration via the OCM. Use a web based CRM to allow contact records relating to a caller ID to pop up automatically or on demand at the start of an inbound or outbound call to provide agents with immediate intelligence on caller history. Native Outlook integration via the OCM. Import Outlook contacts and screen pop contact information directly from the CRM to increase efficiency when communicating with previously known contacts. Unified messaging. Stored in convenient digital formats, faxes and voic s are delivered straight to your . All messages can be stored on the system for easy retrieval via the intuitive web interface, and voic s can be collected via the OCM. Call and contact centre Use call and contact centre functionality to improve the customer experience, whether you re a small business looking to increase efficiency or if you have a fully established contact centre in place. The VoIPCortex platform includes: Visual queue wallboard with real time call and agent information. Displays state of one or more queues, instantly providing a live, visual view of activity and queue load to agents and their supervisors. Call and agent logs and statistics. View agent activity to assess performance and review efficiency. View via the web interface, or in certain third party programs, or export to CSV for manipulation in other programs. Includes maximum and average wait time and whether calls were diverted, dropped or answered and by whom. Graphical call reporting. View key statistics
4 and activity of agents and extensions in graphical format to quickly understand efficiency, productivity and overall performance. Multiple, flexible call queues. Variable queue types, agent priority, ring patterns, ring and pause times allow you the freedom to configure your queues to behave exactly as you need them to. Queue position announcements, interrupt prompts and music on hold. Keep callers informed with variable, periodic position and interrupt announcements. Interrupting the music on hold, use these features to advise and reassure callers in a queue or on hold. Multiple custom audio files for music on hold can be uploaded with ease via the web interface, and files selected for use on specific extensions, or all inbound and outbound calls as required. Agent queue length announcements. On pick up, agent is privately, audibly told how long their customer has been waiting in a queue before the call was picked up, giving them intelligence on how to handle the call. Manager s queue length alerts. Managers define how long the queue is allowed to be before notifications are sent to a nominated address to ensure that they can react swiftly during peak times of demand. Open Communications Manager, permitting call control, monitoring and intelligence to be extended to the desktop with no software installation required. Allows supervisors to monitor real time status of agents, and allows agents to view intelligence on callers via screen popping of web based CRM records when a positive caller ID match is found. User opt in/opt out via handset and/or OCM, plus auto agent pause. Makes it easy for agents to log in and out to ensure that the call centre is running at its most efficient. Supervisor call listen is available on VoIPCortex Pro and Multi Tenant. Allows users with the right access permissions to listen in, unannounced, to phone calls for training and monitoring purposes. Call recording available on VoIPCortex Pro and Multi Tenant. Configurable to record all, some or no calls by default or on demand on a per extension basis. Also includes record stop option for handling of sensitive details for nominated extensions. Provides supervisors with an excellent tool for training, monitoring and dispute resolution. Flexible and remote working Communicate as though you re in the office, no matter where you are. The VoIPCortex platform allows: Simplified remote working. Externally located phones can easily be set as an extension, allowing behaviour to be mirrored across the internal and external devices permitting remote workers to operate as though in the office. Mobile twinning. Receive calls to your extension over the mobile network or wifi VPN to keep in touch on the move without revealing your mobile number. Internal and external instant messaging. Allows agents to communicate in real time text with colleagues and customers, regardless of your or their location. Unified messaging on the road. Fax and voic to , and external voic pick up makes it easy for users to collect, access, store and act upon messages whilst off site - no more waiting until having returned to the office.
5 Presence. Open Communications Manager allows visibility of the status and availability of colleagues, whether they are on site or working remotely. Reduces the inefficiency and frustration caused by missed calls and trading voic s. 3rd party laptop or mobile soft phone allows use of laptop or mobile phones as an extension on the phone system. With suitable connectivity in place, transfer and forward calls as though in the office. Auto provisioning for soft phones simplifies configuration. and groups. Graphical reporting with and without statistics for very quick assessment and analysis of performance. Call recording with fine grained control available on VoIPCortex Pro and Multi tenant. Includes one touch record, record pause for sensitive calls, recording archive and the option to send recordings to . Recordings available used for dispute resolution, monitoring and training purposes. Hot desking makes it easy for businesses to offer casual or roaming employees work space where their telephone preferences, related extension numbers and call logs/billing information will follow them. Users log in and out, quickly and easily, by entering a code on the keypad. Mobility within the office using compatible DECT devices. Call logging and recording Increase efficiency and productivity with the monitoring features available on the VoIPCortex platform. Functionality includes: Inbound/outbound and internal/external call logging. Segregated on a per extension basis, with per company information on the VoIPCortex Multi Tenant PBX. Itemised outbound call charge report for simplified billing. Up to one year storage of detailed per extension call records and billing information Export information as CSV for use with third party billing programs. Call and user statistics to assess efficiency and performance of individuals Reliability and redundancy A phone system that you can rely on, eliminating the chance of disruption due to single system failure. The VoIPCortex platform offers: High availability with pairing of two identical VoIPCortex Standard, Pro and Multi Tenant systems. Sophisticated solution allows calls to be made/received as well as current configuration, including voic s and recordings, to be instantly available via the secondary unit within seconds. ISDN fail over option, providing the physical interface to allow calls to be made via ISDN in the case of PBX failure. Multiple routes to make and receive calls. Use a combination of VoIP and ISDN to reduce the impact of external connectivity failure. Highly compressing codecs for low bandwidth environments. Ability to use multiple SIP service providers. Provides redundancy in the instance that one provider fails. Solid state VoIPCortex Compact PBX available. With no moving parts, risk of mechanical break down is reduced.
6 Administrative/status alerts including trunk state change. Simplifies the process of monitoring trunk stability. Multiple system configuration back up options. Quickly and easily ensure that phone system configuration is preserved in case of failure. Phone firmware update facility. This ensures that all auto provisioning devices are configured with the correct firmware to ensure they will operate correctly when they are connected to the phone system. Call handling The VoIPCortex platform offers a comprehensive array of call handling features for efficient and reliable routing of calls. Every VoIPCortex unit includes: Basic call handling functionality including hold, transfer and forward. call management and agent productivity. Multi level night mode. Allows the phone system to behave differently at various, specific times - for example during peak periods, lunch times, out of hours or holidays. Conferencing. Allows impromptu multiple participant calling, where supported by handset, or via permanent conference rooms. Hot desking with permission to do this based on the handset, the user or both. Preferences and phone behaviour follows the user, allowing them to work efficiently from home or satellite offices as required. Music on hold. Upload your own choice of hold music or announcements easily via the web interface. Tailor your messaging by using inbound/outbound distinction and improve your service to queued callers by using in conjunction with interrupt prompt announcements. Auto attendant/ivr. Fully customisable, with prompts recorded and uploaded from a desktop computer or a handset. Allows callers to self-route calls to the most efficient agents or groups of agents. Pick up groups. Allows telephones to be grouped for simplified configuration of call routing behaviour. Hunt groups. When ringing a specific extension, control the ring duration and order of specific phones called to help route calls in the most efficient and useful way. Tannoy/paging. Causes compatible phones that are on hook to go off hook and broadcast the caller on their speaker. Ideal for making announcements or transmitting warnings. Queues. Includes various queue types with announcements, agent priority, ring time settings, length alerts via , visual wallboard and statistics for efficient System directory and personal contact generation and retrieval. Users can manually and automatically add contacts to their address book, including the ability to upload collections of contacts as a CSV and native Outlook integration. Contacts can be viewed via the web interface, the OCM or via handsets that support the feature for convenience and speed. Open Communications Manager for drag and drop call control from the desktop. Provides real time line and extension availability to allow efficient and intelligent call handling. Call routing control. Define which trunk to use depending on the type of number being dialled. Provides the flexibility to use different service providers for certain number types, for example, international or mobile numbers, which may help you to reduce your call charges or guarantee high quality calling where it really matters.
7 Configuration and deployment Simple, streamlined deployment Reduce disruption, cost and complication of your implementation - no matter whether you have five or five hundred users. All VoIPCortex hardware offers: A simple web based interface to make initial configuration and ongoing management very easy. Create ranges of extensions in seconds, and then assign them to users or end points from just one central screen. hardware capability. Users can be added or removed and features can be activated as required. Simple to grow. Adding a user or extension is simply a case of doing so via the web interface in a matter of seconds. Additional end points can be rolled out quickly and easily via auto provisioning and rapid provisioning codes. Use SIP trunks and phonebook sharing to connect multiple PBX units to serve more users or sites. Intuitive configuration via context sensitive menus and drag and drop control. Flexible implementation Auto provisioning for over 80 devices from a range of third party vendors. We provide real freedom of choice whilst removing the technical headache associated with deploying a wide range of different end points. Rapid provisioning codes make it quick and easy for unskilled workers to complete the physical act of rolling out handsets. User and extension CSV upload. Save time when conducting larger installs by uploading details in batch. Phone firmware update facility to ensure that tested firmware can be easily applied to phones as it s made available, keeping them current, functional and secure. Scalability Growing or down sizing comes with enough problems - don t make your phone system one of them. The VoIPCortex IP PBX range is: The freedom to choose the best implementation model for today, tomorrow and in the future whilst protecting your initial investment. All VoIPCortex IP PBX solutions provide: A choice of deployment environments. Install the PBX at the most appropriate location, based on redundancy and expense. This could be on site or remotely, either in the public or private cloud. A unique user-centric configuration model. Configure system behaviour exactly as you want it to be, with full control over the relationship between users, extension numbers and end points. The ability to use a new or existing data network. Choose your deployment method by assessing typical network load, reliability and cost. A hybrid model offering a best of both approach. Make and receive calls via ISDN, VoIP, or a combination of both to take advantage of guaranteed high quality or low cost calling where appropriate. Free from artificial licences. Recommended supportable features and user limits for each unit are based on Choice of codecs. Select wide band codecs for HD voice or highly compressing codecs for low bandwidth
8 environments. Free inter-office calls with suitable connectivity in place. Save on internal calls across multiple sites or to and from remote workers. Freedom of choice Select the right third party end points, software and services to suit your budget and functionality requirements. The VoIPCortex range offers: The ultimate in interoperability. All VoIPCortex systems are based on open standards to promote interoperability of third party handsets, software and VoIP services. Choose the most appropriate products today, and be free to change this when your needs evolve. Inclusion of the TAPI module. Provides an interface for interoperability with TAPI compliant third party programs. Guaranteed solutions. Auto provisioning with over 80 end points, and in depth testing with a number of ITSPs provides solutions you can have confidence in. options. Let users control their own preferences where appropriate. Employee/agent accountability. Call recording, logging and statistics provide managers with the intelligence needed to ensure that agents are productive and performing well. Integration with third party devices. The ability to integrate a wide range of end points and other hardware with the system provides a secure and easy way to accommodate the bring your own device trend. Also provides access to internal/external IM and video, allowing the possibility for users to communicate in the ways they wish to within a controlled environment. Inbound/outbound number barring. Prevent calls to specific and general number types, or protect staff from nuisance calls. Radically simple multi tenancy Add value to your multi company, serviced office or hosted proposition with a fully functional telephone system. The VoIPCortex Multi Tenant PBX offers: Absolute control Maintain control over your system, whether it s based on site or remotely. VoIPCortex systems offer: Simplified configuration. A unique user centric configuration model and intuitive web based configuration interface makes it easy to manage adds, moves and changes. Varied user permissions and access rights. Multiple user types provide different levels of access to various configuration Full multi tenant divisioning. Separate configuration and privacy of data means each tenant can operate as though they have their own phone system. Huge capacity. Cater for up to 100 companies on one system. Diverse feature set. Mirrors the benefits offered by the VoIPCortex Pro to ensure that wide ranging customer requirements can be met. Flexibility for you. Use the full feature set to add value for all tenants or create different subscription plans.