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About Voxtron

About Voxtron. Voxtron (1994) is an international group specialized in Contact Center software, based on a very strong IVR background. Voxtron is headquartered in Belgium, with offices in Germany, Netherlands, Turkey, Italy, Hong Kong, India, Indonesia, Thailand, Dubai…

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About Voxtron

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  1. About Voxtron • Voxtron (1994) is an international group specialized in Contact Center software, based on a very strong IVR background. Voxtron is headquartered in Belgium, with offices in Germany, Netherlands, Turkey, Italy, Hong Kong, India, Indonesia, Thailand, Dubai… • Voxtron’s goal is to make the communication between companies and their customers both efficient and agreeable. The way incoming calls, faxes and emails are handled is crucial in creating a professional company image.

  2. What is TeleButler? • TeleButler is a software product for building interactive voice (IVR) applications. • TeleButler is very flexible and allows many applications to be built: • Voicemail systems / voice-to-email • automated attendant (for sales, press 1) • 24/24 7/7 Support hotline (enter your support contract number) • alarm generators • … • TeleButler runs on a standard computer (telephony boards are required depending on the type of telephony connection: analogue, digital, VoIP)

  3. PBX independent • Integration out of the box with more than 150 different PBXs • Transfer calls, activate message waiting indicator, receive call information (CLIP, DID, redirecting number…) • Universal ways to connect: • Analogue lines • Digital lines (BRI, PRI): Q.SIG, Euro ISDN, … • VoiP (H.323, SIP): RTP, H.450, …

  4. Scalability • Depending on the load of your application itself, TeleButler allows up to 64 telephony lines in1 computer!

  5. In that case you need Why TeleButler? • Your operator doesn’t speak 20 languages? • Your operator can only handle one call at a time? • Your operator cannot accept incoming calls, transfer calls, take orders and write down messages at the same time? • Your operator is not in the office in the weekend to transfer support calls (of paying customers with a maintenance contract) to your standby support engineer? • In case of an emergency, your operator needs 1 hour to notify 5 people? • …

  6. What can TeleButler do for you? • TeleButler allows you to create your own telephony applications: • Automated attendant (for sales, press 1) • Voicemail systems (with voice-to-email) • Automatic ordering systems • Support hotline with authentication • Alarm generators • … your own creative idea…

  7. How? • TeleButler is a graphical development environment to create computer telephony applications without programming. • You design the call flow just by drawing it.

  8. Incoming and outgoing calls • Every incoming call starts with this state • When linked with the PBX, different branches can be created, depending on the dialed number, line number, type of call (direct, diverted, internal, external) • Called number and calling number are supported. INTELLIGENT START STATE DIAL OUT WORKSHEET • Every outgoing call starts with this state • The list of numbers to dial can be stored in any ODBC- compliant database • You can specify when the call starts • You can specify which lines are used for dial out.

  9. Call termination sheet • It is not always possible to make sure that a call is terminated when you want it • User hangs up whenever he/she wants to • The Call Termination Sheet gives you the possibility to: • Clean up after every call: • If user hangs up his/her phone • If call is terminated by Axxium using the icon • Put your cleanup actions in one central place CALL TERMINATION SHEET

  10. Easy to use icons Play messages, variables, concatenated speech Ask DTMF-input, build menus Perform different actions on time of day, date, holidays, … Record message over the phone Ask user which language to speak, set call flow language Transfer calls Interface to any ODBC-compliant database (add, update, …) Manage voicemail boxes: record messages, listen to messages Perform calculations on variables End the current call

  11. Play & Language • Set the language for the rest of the dialog • Present caller with menu to select language • More than 20 languages are supported out of the box! • On request a language can be added PLAY • Messages are played in language chosen by the caller • Possibility of composing messages, using speech files & variables (date, time, …) • Conditional play: play a message depending on a condition e.g. “This is your last message” only if variable “Last_message” = true • Speech files can be recorded : • over the telephone • using a normal sound card in the PC • in a professional studio LANGUAGE

  12. Menu/input & Timed action • Input by using telephony keypad (DTMF) • Input: store entered value in a variable • Validation based on type/variable (time, date, number, extension, mailbox) • Conditional menu: a certain menu option is only available depending on a condition e.g. “For the next message, press 1” only when “Last_message”=false • Max. input time, inter-digit time configurable • Menu: different outgoing branches for each menu option MENU / INPUT TIMED ACTION • Different actions (branches) for different conditions : • Time of day (morning/afternoon/evening, …) • Holidays (country specific/own specified holidays) • Day of week • Specific date/time

  13. Transfer & Calculation • Transfer to an internal extension and/or external number • Supervised or blind transfer • Possibility to call a pager • Initiate a new outgoing call (see also Dial Out worksheet) TRANSER CALCULATION • Calculations on variable : • Add • Subtract • Multiply • Divide • Append (concatenate strings)

  14. Record & On-hook • Record a message • Overwrite an existing message • Possibility to record (new) messages when the system is running; e.g. new advertising messages RECORD ON-HOOK • Stops the call • Triggers the “Call Termination Worksheet”: • Allows you to clean up things at the end of each call • Cleanup in one central place • Also triggered when the users hangs up

  15. ODBC (database) & Voicemail 1/2 • Connect with any ODBC-compliant database • Retrieve / Update / Add information in your database • Free typing of any SQL query • Supports stored procedures • Allows you to process orders, give prices, update customer information over the phone 24/7, without programming! ODBC VOICEMAIL • 1 icon with complete powerful Voice Mail functionality • The caller can leave a message • The mailbox owner can: • Listen to his/her messages • Change his/her password (password required for logon) • Record his/her personal greeting message • Delete messages

  16. Voicemail 2/2 • Mailbox owner can be notified of new messages: • Message Waiting Indicator on his/her phone (requires a supported PBX) • Dial out (mailbox owner receives a call from Axxium) • Via an email (see also voice-to-email) • Voice-to-email • Mailbox owner receives messages as WAV-attachments in mailbox • Mailbox owner receives notification of new message (no attachment)

  17. Drawing tools All the icons are connected just by drawing lines IF / THEN functionality is available for creating different branches A flow can consist out of several pages, connected using link boxes Zoom in / out

  18. Drawing aids Easily find the state you are looking for A project can be locked with a password By moving the cursor over a state a summary of the state is displayed as a tooltip Incomplete states are displayed in red

  19. Runtime screens • Once your application is ready and running it can be monitored with the runtime screens • Different possibilities to look at the running application • Line activity • State of a call • Possibility to stop/start lines • Trace window for fast debugging

  20. Configuration Center • Used during installation to locally configure TeleButler: • Which PBX is TeleButler connected to? • Number of digits in extension? • … • Also serves as a central place to gather system information and startup 3rd party programs • Configuration settings can easily be exported and imported (also send via email)

  21. Administration Center • Web based • After installation, used by the administrator, to administrate the system (e.g. manage mailboxes)

  22. Requirements • Dedicated computer running: • Windows 2000 • Windows XP Professional • Windows Server 2003 PCI slots for telephony board(s) • Telephony board • PBX / VoIP Gatekeeper • Call information (CLIP, DID, diverted number) • Transfer • Message Waiting Indicator

  23. GUI for drawing your call flow Built-in voicemail with voice-to-email Database access Incoming & outgoing calls Configuration Center Administration Center http://www.voxtron.com/telebutler

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