IP PBX ...Voice over IP Solutions

Alternate Numbers
Enables users to have up to ten 10 phone numbers and/or extensions assigned to them. Normal ringing is provided for incoming calls to the primary phone number and users have the option of enabling a distinctive ring for calls to their second and third phone numbers. For outgoing calls from the user, the user’s primary phone number is the calling line identity.

Authentication
Authentication is performed upon the registration of an IP phone. This ensures that the user of the device is authorized to gain access into BroadWorks.

SIP invites may also be authenticated on an on-going basis at pre-defined intervals. Standard digest authentication is used. The authentication information is configured both in the phone and via the group web portal. All call originations from unregistered phones are denied.

Auto Callback
Enables users who receive a busy condition to monitor the busy party and automatically establish call when busy party becomes available. This service can only be activated when calling within the same group.

Automatic Hold/Call
Enables users to automatically hold and retrieve incoming calls without requiring the use of feature access codes. This feature is especially useful for attendants managing a large volume of incoming calls by enabling them to hold calls by simply transferring them to dedicated parking stations. The feature is made active on that dedicated parking station. When an incoming call is directed to that station, the call is automatically put on hold and provided any media on hold.

When the attendant wants to address the call, he/she simply retrieves the call from the held station. A timer exists that automatically returns the call to the attendant following expiration. This also allows for holding calls where the user CPE does not have a flash key.

Barge-In Exempt
Users with this service assigned cannot have their calls barged in on by other users.

Blind Call Transfer
Enables a user to transfer a call unattended before or after the call is answered. Users can only execute blind call transfer from the CommPilot Call Manager.

Call Forwarding Always
Enables a user to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number. A status indicator on the CommPilot Call Manager identifies whether this service is enabled.

Call Forwarding Busy
Enables a user to redirect calls to another destination when an incoming call encounters a busy condition. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number.

Call Forwarding No Answer
Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number and the number of rings before forwarding.

Call Forwarding Remote Access
Enables users to activate, deactivate and program their Call Forwarding Always service from any phone via their Voice Portal.

Call Notify
Enables a user to define criteria that cause certain incoming calls to trigger an email notification. If an incoming call meets user-specified criteria, an email (or short message to a cell phone) is sent to the notify address informing the user of the details of the incoming call attempt. The user controls the service via a web interface, which provides the ability to set the notify email address and the criteria sets for determining which calls trigger a notification. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Call Waiting
Enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone. To answer the waiting call, the user depresses the flash hook. The user connects with the waiting party and holds the original party. By depressing the flash hook, the user reconnects to the original party and holds the waiting party. The feature completes when any party hangs up. Users can also execute call waiting via the CommPilot Call Manager.

Users can activate/deactivate the Call Waiting service for all incoming calls via their web interface. Users also have the option of canceling their Call Waiting on a per-call basis by dialing the respective feature code for Cancel Call Waiting per Call before making the call, or after a switch-hook flash during the call. Once the call is over, Calling Waiting is restored.

Careful consideration should be noted on using CW if user in part of a hunt group or instantiates Call Forward Busy, due to SIP signaling.

Calling Line ID Blocking
Enables a user to block delivery of his/her identity to the called party. The user controls the service via a web interface, which provides the ability to activate and deactivate the service. If activated, all calls made by the user have the user’s identity blocked.

Calling Line ID Blocking Override
Enables users with this service assigned to always receive the Calling Line ID if available, regardless of whether or not it is blocked by the calling party. As an example, this capability could be used by law enforcement agencies in certain countries.

Calling Line ID Delivery (External and Internal)
Enables the delivery of a caller’s identity to a user via the CommPilot Call Manager and phone (if capable). Delivered information includes the caller’s phone number and name. The information is delivered to the web interface and the phone (if capable) only if the information is available and has not been locked by the caller. (((This applies if the Calling Line ID Name and/or Number are delivered by all upstream providers.)))

CommPilot Call Manager
Provides a web-based tool for users to invoke their services, as an alternative to using feature codes or depressing the flash hook. The following features are included with the CommPilot Call Manager:

• Click-to-Dial – enables user to input and dial a number, dial directly from a drop-down Phone List (Personal, Group or Call Log) or Outlook tab, or click the Redial button.
• Answer Call – enables user who is already engaged in a call to answer another waiting call. When available, Calling Line ID is displayed with caller’s name and number.
• Call Hold/Retrieve – enables user to place an existing call on hold for an extended period of time, and then retrieve the call to resume conversation. While the calling party is held, the user may choose to make a consultation call to another party.
• Call Transfer – enables user to redirect a ringing, active, or held call to another number or directly to voice mail. Before transferring the caller, the user may choose to consult with the third party first or establish a three-way consultation.
• Conference – enables user to establish a three-way call involving two other parties.
• Release Call – enables user to disconnect a call that has been answered.
• Configure Services – buttons are provided to enable user to turn on/off frequently used services such as Call Forwarding Always and Do Not Disturb.

Alternatively, if CommPilot Express has been configured, the user may change their CommPilot Express status (e.g., Available, Busy, and Unavailable) by choosing from a drop-down list.

CommPilot Express
Enables users to pre-configure multiple profiles for managing incoming calls differently based on the user’s status:

• Available – In the Office
• Available – Out of the Office
• Busy
• Unavailable

Each profile includes preferences for managing the relevant incoming call functions (e.g., Call Forwarding (busy, no answer, always, selective), Voice Messaging, Simultaneous Ringing, Call Notify), which can be configured through a single easy-to-use web page. Users can also select their active profile via their CommPilot Call Manager, and/or an IVR menu. If a user elects to use CommPilot Express, it will take preference over all of other service settings associated with processing incoming calls.

CommPilot Personal
Web portal that allows end-users to activate and customize services.

Direct Inward/Outward Dialing
Users are assigned a 10-digit directory number that can be used to place or receive calls directly to this phone, without forcing access via a central number. Incoming and outgoing calls can be placed/received via the phone or the CommPilot Call Manager (except an initial incoming call, for which the phone must be taken off hook).

Do Not Disturb
Allows users to set their station as unavailable so that incoming calls are given a busy treatment. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. A status indicator on the CommPilot Call Manager identifies whether this service is enabled.

Extension Dialing
Enables users to dial extensions via their CommPilot Call Manager or phone to call other members of their business group.

Last Number Redial
Enables users to redial the last number they called by clicking the ‘Redial’ button on their CommPilot Call Manager or by dialing a feature code (e.g., *66).

Outlook Integration
This service enables users to integrate their personal contacts in Microsoft Outlook with their CommPilot Call Manager. Using the Outlook Contacts tab in the Call Manager, users can perform a search of their personal Outlook contacts by name or company. Once the desired contact is located, users may click-to-dial one of the contact’s phone numbers or the user may choose to display the contact’s v-card by clicking their name.

When receiving a call, the user’s Microsoft Outlook contact database is searched for a match of the caller’s phone number. If a number is matched, the user is given the option of clicking the icon next to the incoming calling name in their Call Manager window to open the caller’s v-card. Users may also choose to have new Outlook journal entries automatically opened for incoming and/or outgoing calls.

Personalized Name Recording
Enables users to record their name to be played back to incoming callers in conjunction with multiple services, including Voice Messaging and Auto Attendant. A .WAV file is recorded and uploaded via phone and respective CommPilot Personal web screen.

Phone List – Group
This phone list enables users to dial any other member of their business group by selecting from a list of names on their CommPilot Call Manager. The list also serves as a searchable company directory, listing names, numbers and email addresses.

Each user added to the group is automatically added to this list. Also included are the extensions for reaching the Auto Attendant(s), Hunt Group(s), and the Voice Portal, when applicable. Group Administrators can add additional phone numbers to the Group Phone List by either adding them individually via their web portal or by importing them from a file.

Phone List – Personal
Enables users to dial frequently called numbers by selecting from a searchable list of names on their CommPilot Call Manager. Each user can add, delete, edit, and re-order numbers in their Personal Phone List, which serves as a personal speed dial list. Users can add multiple numbers to this list by uploading them from a flat file.

Priority Alert/Ringing
Enables a user to define criteria to have certain incoming calls trigger a different call waiting tone (i.e., alert) or a different ringing cadence than normal calls. The user sets the criteria (e.g., incoming calling number, time of day, day of week) for determining which calls require priority notification via their CommPilot Personal web interface. Multiple criteria sets, or profiles, can be defined.

Push-to-Talk (Intercom)
Enables user-to-user intercom service across an enterprise. When a user dials the respective feature access code followed by the called party’s extension, the system will request that the called station answer automatically. Users and administrators can define accept and reject lists, which may include wildcards.

Remote Office
Enables users to access and use their BroadWorks service from any end point, on-net or off-net (e.g., home office, mobile phone). This service is especially useful for tele-workers and mobile workers, as it enables them to use all of their CommPilot features while working remotely (e.g., extension dialing, transfers, conference calls, Outlook Integration, directories, etc.). In addition, since calls are still originated from BroadWorks, the service provides an easy mechanism for separating personal and business phone expenses, as well as keeping alternate phone numbers private. This service must be set up by the group administrator.

Ring Splash
Enables users to have a short ring burst played on their phone when the following services are triggered: Call Forwarding Always, Call Forwarding Selective, and Do Not Disturb. Ring Splash can be enabled for each of these services individually and serves as a reminder that the respective service is active.

Selective Call Acceptance
Enables a user to define criteria that causes certain incoming calls to be allowed. If an incoming call meets user-specified criteria, the call is allowed to complete to the user. All other calls are blocked and the caller is informed that the user does not wish to receive the call. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls are allowed to complete. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Selective Call Rejection
Enables a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets user-specified criteria, the call is blocked and the caller is informed that the user is not accepting calls. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls require blocking.

A criteria set is based on incoming calling line identity, time of day, and day of week.

Multiple criteria sets can be defined.

Sequential Ring
Enables users to define a “find-me” list of phone numbers that are alerted sequentially for incoming calls that match specified criteria. While the service searches for the user, the calling party is provided with a greeting followed by periodic comfort announcements. The caller can also interrupt the search to leave a message by pressing a DTMF key.

Shared Call Appearance
Allows for incoming calls to ring on up to 35 additional phones simultaneously, connecting the first phone to be answered. If one of the phones is already hosting an active call under the line ID, incoming calls are delivered to the active phone and any outgoing calls from another phone using the same line ID are blocked.

Simultaneous Ring
Simultaneous Ring enables users to have multiple phones ring simultaneously when any calls are received on their BroadWorks phone number. The first phone to be answered is connected. For example, calls to a user’s desk phone could also ring the user’s mobile phone, in case the user is not at his/her desk.

Speed Dial 100
Enables users to dial two-digit codes to call up to 100 frequently called numbers. Entry of the two-digit code is preceded by a configurable prefix: 0-9, A-D, *, or # (default). Users can program the numbers in their directory via the Speed Dial 100 page in their CommPilot Personal web portal, or directly through their phone using the respective feature access code (*75 default).

Voice Portal Calling
Enables users to make calls from the voice portal, as if making calls from their desk. Calls are still made on the user’s account but can be made from any phone.

Group Features

Account Codes
Enables the tracking of calls made to outside of the group by prompting users for an account code. This service does not validate the codes entered (see Authorization Codes), so calls are not blocked. Account codes are managed by the Group Administrator and can be 2 to 14 digits long. Please note that groups cannot have this service and the Authorization Codes service enabled at the same time.

Account Codes can also be implemented on a per-call basis in which users have the option to enter an account code by dialing a feature code before the call, or by flashing the switch-hook during a call and then dialing the feature code (for example, to register an incoming call from a client).

Attendant Console
The web-based Attendant Console enables a user (for example, receptionist) to monitor a configurable set of users within their business group. The Attendant Console window is also integrated with the CommPilot Call Manager, thereby enabling the attendant to perform functions such as click-to-transfer or click-to-dial.

The Attendant Console graphically displays users' status (busy, idle, do not disturb), as well as detailed call information. A variety of options are provided for managing the display, including: sort list of monitored users by name, department or title; filter user list by these categories; enter multiple letters of name to be displayed via automatic scrolling; select which column should appear, and in which order (for example, name, title, department, number, extension, mobile, pager, status, e-mail); and option to view duration of monitored users’ calls, as well as name and number of parties they are talking to.

Authorization Codes
Performs an authorization of calls made to outside of the group by prompting users for an authorization code. Calls will not be connected unless a valid code is entered. Authorization codes are managed by the Group Administrator and can be of 2 to 14 digits in length. Please note that groups cannot have this service and the Account Codes service enabled at the same time.

Auto Attendant
The Auto Attendant serves as an automated receptionist that answers the phone and provides a personalized message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to nine configurable extensions (e.g., 1 = Marketing, 2 = Sales, etc.).

Configuration via the CommPilot Group web interface also allows for hours of operation to be modified, with different options available for hours that the company is open or closed. Group Administrators use their voice portal to record auto attendant greetings. For example, a message may be left remotely to indicate that the office has been closed due to inclement weather. In addition, users have the ability to record their name for play back when a caller dials by name or extension.

A group can have multiple Auto Attendants configured, either individually (e.g., customer service with separate business hours) or integrated into a multi-level Auto Attendant (e.g., enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location)

Auto Attendant Enhancements
The following enhancements have been added to the Auto Attendant service:
• Immediate Extension Dialing – enables callers to dial an extension through the first level of the Auto Attendant without having to first select the extension dialing option:
• Dial by First Name – name dialing is enhanced to consider both the first and last name, instead of only the last name
• Holiday Schedule – enables administrators to set the after-hours menu for selected dates (e.g., recurring holidays)
• Business Hours Support – enhancement enables administrator to set different business hours for different days of the week.

Business Trunking Licensing
Enables service providers to define a maximum number of simultaneous calls that can be handled by a selected group of users who are behind premises-based equipment such as PBXs, IP PBXs, and Key telephone systems (KTSs). These users are referred to as Trunk Group users. This new framework provides better support for network connectivity services for intelligent CPE while still allowing BroadWorks services to be offered as an overlay for end users. Trunk Group users are enabled for individual and group features.

Busy Lamp Field Support for Attendant Console
Enables a user to receive the call state information on monitored users. This information supports busy lamp field operation for IP attendant console phones and devices. The list of monitored users is managed by the group administrator level and above.

Call Centers
Enables business groups to set up a basic call center with incoming calls received by a single phone number distributed among a group of users, or agents.
The following functionality is supported:
• Agent login and logout
• Uniform distribution of incoming call to the available agents
• Queuing of the incoming calls that cannot be answered immediately
• Overflow to a given destination when the group is unable to accept calls
• No Answer Policy to redirect call to next agent if not answered in a specific number of rings by previous agent
• Deflection to a given destination outside of business hours
• Music on Hold
A variety of statistics are provided to monitor the performance of call centers, such as Average Number Agents Busy and Average Hold Time Before Call Loss.

Statistics are also provided to track individual agent performance, such as Average Time Agent Spends on Calls and Amount of Time Each Agent Logged On and Idle. A statistics report is generated at the end of each day and sent to one or two e-mail addresses.

Call Park
Enables a user to hold a call and to retrieve it from another station within the group. To park a call, a user depresses the flash hook and dials the call park feature code. The call is parked and the caller is held. To retrieve the call, the user goes to any phone in the group and dials the call retrieve feature code, followed by the user’s extension. The call is retrieved and connected to the retrieving user. Users can also execute call park via the CommPilot Call Manager.

Call Return
Enables a user to call the last party that called, whether or not the call was answered. To call back the last party that called, the user dials the call recall feature code. The system stores the number of the last party to call, and connects the user to that party. Users can also execute call recall via the CommPilot Call Manager.

Configurable Feature Codes
Provides each group administrator with the option to specify the feature codes (a.k.a. star codes) associated with their services (e.g., Last Number Redial, Call Return) via the CommPilot Group web portal. Users can see, but not edit, the feature code associated with each service at any time by referencing their CommPilot Personal web portal.

Group administrators have the option configure two different feature access codes for the same service. For example, *69 and #81 could both be used to enable Call Return.

Directed Call Pickup
Enables a user to answer a call directed to another phone in their group by dialing the respective feature access code followed by the extension of the ringing phone.

Hunt Groups
Allow users within a group to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Groups phone number. Group administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner:

• Circular sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off.
• Regular sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list, always starting with the first person on the list.
• Simultaneous rings all of the users in the group simultaneously; the first user to pick up the ringing phone is connected.
• With Uniform, as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle for the longest. If a user receives a call that was not directed to them through the hunt group, the call will not be included in the receiving order for Uniform calls.

Group administrators can also establish a No Answer Policy to redirect calls to the next agent if not answered in a specific number of rings by the previous agent. If all idle phones have been visited once without answer, there are two options for handling the call: forward call to an external number, or give the call a Temporarily Unavailable treatment, which can trigger a service such as Voice Mail.

Intercept User
Intercept User allows your administrator to graciously take your phone out of service while providing callers with informative announcements and alternate routing options.

Loudspeaker Paging
Enables users to access an intercom paging system by dialing an extension within the group. The paging system is simply configured in BroadWorks as a user and inter-connected via a standard two-wire interface. (((Prospice will require a hardware ATA to complete this and the customer must provide the paging system)))

Music on Hold
Enables group administrators to upload an audio file (.wav file containing music, advertising, etc.) onto the system to be broadcast to held parties. This service can be used in conjunction with the following services: Call Centers, Call Hold, and Call Park.

Voice Portal
The Voice Portal provides an entry point for end-users to access, use, and configure the following services via any phone interface: Voice Messaging, Call Forwarding Remote Access, CommPilot Express, and Personalized Name Recording. The Voice Portal can also be used to record Auto Attendant greetings remotely. The Voice Portal can be reached from any phone. Each party uses their own configurable passcode to access their respective menu of services.

Voice Messaging
Enables users to record messages for incoming calls that are not answered within a specified number of rings, receive busy treatment, or are transferred directly to voice mail. Incoming callers are given the options to review and change their message and will get a warning tone if their message is about to reach the maximum configured length.

Users can configure the service via their personal web portal or by calling into their voice portal from any phone. The personal web portal enables users to control whether their voice mail messages are to be delivered to their e-mail account as .WAV attachments and/or to the voice messaging system repository for retrieval from a phone. Users can also set their password and elect to give callers the option of connecting to an attendant by pressing 0. By accessing the Voice Portal from any phone, users can listen to, save, and delete each message, as well as move to the previous or next message. During the playback of a message, users have the option of skipping forward, skipping back, or pausing. Replies to message senders can be sent, and messages can be forwarded with an introductory message to one or more group members, or to the entire group. Messages can also be composed and sent to one or more users in the group, or the entire group. Users have the option of marking a message as Urgent or Confidential.

Users can also pre-configure lists of users to whom voice messages may be sent. The Voice Portal also enables users to record their name and multiple personal greetings for busy and unavailable. Users also have the option to enter a feature code on their phone to clear their message-waiting indicator (MWI).

Immediate Voice Mail
Provides an “always on” voice mailbox. For the designated user account, the “number of rings before greeting” parameter is set to 0, immediately providing the user’s no-answer greeting and the user’s device is not alerted. The feature itself changes the “number of rings before greeting” range from 2-6 to 0-6.

Voice Messaging Notification
Enables a user to be informed of new voice messages. The notification is in the form of an email (or short message to a cell phone) or an indication on the user’s station. The user controls the service via a web interface, which provides the ability to activate and deactivate email notification as well as the email notification address.

Voice Messaging to Email
Enables users to have their voice messages delivered to a specified email address in the form of an e-mail message with a .WAV file attachment. If available, the caller’s name and number are also included in the e-mail subject line. Enables the user to set the option to "auto-log in to voice portal if calling from the user's own phone".

Voice Portal Auto-login
If the optionis set to "yes" then when a user calls in to the voice portal from the user's own phone, the user is not prompted for a pass-code but immediately given access to the voice portal menu. If the option is set to "no" then the existing functionality is used and the user is prompted for the pass-code. With higher security added, all users may be prompted for the pass-code every time they log in to the voice portal.