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CallXpress Features Guide
With Descriptions
Voice Mail 3
DTMF Call Processing 27
ASR Call Processing 37
Unified Messaging 39
User Speech Interface 50
Personal Assistant\Mobility 59
Web PhoneManager 69
Architecture and Hardware 73
Platform and Reliability 76
Networking 80 Administration 84 Fax 95 Security 101 Custom Applications 105 Version 1.1 November 1, 2011
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Voice Mail
CallXpress is the most feature rich voicemail system on the market. Under continuous development since 1982, it contains the all of the legacy voicemail features deployed in the last twenty-five years. Supporting up to 40,000 users, the CallXpress messaging system is ideal for supporting small
companies, large companies, branch offices, centralized and distributed environments. The features listed below are but a part the comprehensive feature set available to CallXpress voicemail subscribers.
Feature Name: Multiple Personal Greetings Dependencies:
Feature Description: CallXpress users can have up to six separate greetings associated with their mailbox that can be played to those callers leaving messages in their mailbox. They are:
Personal (Ring/No Answer) Greeting - Plays as the normal greeting for forwarded calls. Busy Greeting - Plays for calls forwarded to a subscriber’s extension using a busy forward (for those integrations that support this feature). If this greeting is not recorded, the system will substitute the Personal Greeting for busy-forwarded calls.
Out of Office Greeting - This greeting can be turned on by the subscriber when expecting to be away for an extended duration. It has an optional setting to force callers to hear the entire greeting by blocking DTMF input until the greeting is completed. Optionally, the system administrator can also set this greeting to disable callers from leaving messages for the subscriber when the greeting is enabled.
Personal Menu (Extension-Specific Processing (ESP)) - Not a true greeting, but an
announcement in the user's Personal Menu which plays when the ESP featured is enabled. When invoked, it may override the other greetings or may play after them.
Default Personal Greeting - Users can have an announcement message assigned to them as a Default Personal Greeting. This greeting can be configured either to play before their normal greetings or only to play when their Personal Greeting isn’t recorded.
Default General Greeting - System administrators can designate an announcement to play before all other greetings whenever an outside caller leaves a message for any subscriber. If a subscriber has no greetings or announcements assigned, CallXpress plays a default system prompt to callers before messages are recorded:
“To leave a message for *recorded name/mailbox number+, press two.”
Feature Name: Out of Office Greeting Dependencies:
Feature Description: CallXpress users who will be away for an extended period can record and activate
external callers who are leaving them messages. Before the CallXpress plays this greeting to callers, it announces:
"<Subscriber’s name> is out of the office."
An option can force callers to listen to the entire greeting before leaving a message. A second option can allow or block the ability to leave messages for the subscriber while this greeting is enabled. If messages are blocked, CallXpress precedes the subscriber’s out-of-office greeting with:
"<Subscriber’s name> is out of the office and is not accepting messages."
As an option, an additional greeting can be played in place of or before the user’s Out of Office greeting. See Out of Office General Introduction for more information.
Feature Name: Out of Office General Introduction Dependencies:
Feature Description: The Out of Office General Introduction allows a special greeting to be played to callers either before, or in place of, the user’s Out of Office greeting. It can be configured to be played before the user’s OOF greeting or only to be played if the user does not have an Out of Office greeting recorded. The feature allows a system administrator to select an announcement to be played to outside callers who are about to leave a message for any system subscriber with the Out of Office greeting enabled. . This announcement can be implemented on a system wide basis with calls to all users being presented with the same announcement or individual mailboxes can be configured to play separate announcements.
Feature Name: General Introduction Greeting Dependencies:
Feature Description: The Default General Greeting allows a special greeting to be played to callers leaving messages either before, or in place of, the user’s personal greeting. It can be configured to be played before the user’s personal greeting or only to be played if the user does not have a personal greeting recorded. The feature allows a system administrator to select an announcement to be played to all outside callers who are about to leave a message for any system subscriber. This announcement can be implemented on a system wide basis with calls to all users being presented with the same announcement or individual announcement mailboxes can be configured to play different announcements for different subscribers or Classes of Service.
Feature Name: Disable DTMF During Greetings Dependencies:
Feature Description: An individual Subscriber Mailbox or Class of Service Mailbox may be configured to
disable DTMF recognition while outside callers listen to the users’ greetings prior to leaving a message. The purpose of disabling DTMF recognition is to ensure a caller hears the entire greeting before leaving a message. The following settings are available for this feature:
Never - With this setting, a caller can interrupt any of a user’s greetings by pressing any DTMF key.
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Always - This setting disables DTMF recognition for all of a user’s greetings.
When Playing Out-of-Office - With this setting, only DTMF during the Out of Office greeting is ignored. DTMF key presses will bypass all of the users’ other greetings.
The most typical use of this feature is to disable DTMF for only the Out of Office greeting since that greeting often has content necessary for a caller to hear such as:
“Hi, this is John and I’ll be on vacation for next two weeks and won’t be returning calls until I return. If your issue requires immediate attention, please contact my manager.”
Feature Name: Quick Record for Greetings Dependencies:
Feature Description: For users of the original CallXpress Telephone User Interface as well as those using the Alternate Telephone User Interface emulations supported on CallXpress, the ability to record personal greetings has been brought up to a higher level in the menu to facilitate quick and easy access. While keystrokes vary between the interfaces (to more closely mimic the keys already used in the interface), for each interface, users can record their greetings with a minimum of keystrokes being required.
Feature Name: Delete Personal Greeting Daily Dependencies:
Feature Description: Individual user’s mailboxes can be set to automatically delete their personal greetings every day during Daily Maintenance. This feature, used in conjunction with the Default Personal Greeting, insures a more professional sounding interface to the public caller. Good voice mail use dictates that users record a new personal greeting each day, settings expectations for callers. Most users greetings contain time-sensitive information such as “Hi, this is John and, for Tuesday, March second, I will be out of the office….” If the user doesn’t get in and change that greeting early on the next day, it presents an unprofessional image to callers. What a user can do on CallXpress to prevent this is to have the administrator set their mailbox to delete their personal greeting each night. Then, they can record a Default Personal Greeting that is generic in nature such as “Hi, this is John. Sorry I missed your call. Please leave a message and I’ll get back to you as soon as I can.” During Daily
Maintenance, the user's time-sensitive personal greeting is automatically deleted and the new generic greeting takes effect until they get into their mailbox and record a new personal greeting for the day.
Feature Name: Alternate Telephone User Interfaces (TUIs) Dependencies:
Feature Description: As well as supporting the traditional CallXpress Telephone User Interface, CallXpress also supports a number of Alternate Telephone User Interfaces. The CallXpress Alternate Addressing TUI is identical to the CallXpress Legacy TUI with the exception of how new messages are addressed (See CallXpress Alternate Addressing TUI). The other alternative interfaces have been designed to mimic the user interfaces of popular legacy voice mail systems. These interfaces closely duplicate the prompts and keystrokes used on those legacy systems to perform all of the messaging functions on the system. For the Aria and Serenade systems, CallXpress offers two alternate interfaces;
a traditional one and one with a more concise set of prompts. Using these interfaces allows users to move from one of the legacy systems to a CallXpress system with little or no training being required. CallXpress currently offers the following user interfaces:
CallXpress Legacy
CallXpress New Addressing Octel Aria
Alternate Octel Aria Octel Serenade
Alternate Octel Serenade Centigram
Avaya Intuity
Nortel Meridian Mail AVST Kinesis (Active Voice) AVST Repartee (Active Voice)
While these interfaces are not perfect copies of the legacy interfaces (the PhoneManager mailbox setup functions differ from the legacy version equivalents), they do allow a user to perform the following critical messaging functions using the exact key strokes they know from the older interface:
Read messages Forward messages Delete messages Save messages Send new messages
Pause, resume, skip ahead, ship back, etc.
Feature Name: Alternate Outside Caller Interfaces Dependencies:
Feature Description: CallXpress supports two alternate interfaces for outside callers when they are leaving messages. These interfaces offer different prompts to outside callers that mimic two popular legacy voicemail systems. A CallXpress system can be configured to sue the native CallXpress outside caller interface, an interface that sounds like an Octel Aria system or an interface that sounds like a Nortel Meridian Mail system.
Feature Name: Read, Unread and Saved Message Classification Dependencies:
Feature Description: CallXpress classifies messages in the subscriber’s inbox as one of three types of message. Messages the user has listened to and saved are classified as Saved Messages and are presented to the user in a different queue. Messages in the Inbox that have not been listened to are classified as Unread Messages. Messages in the user’s Inbox that have been listened to but not saved are classified as Read Messages. These message classifications are used for both voice mail and unified messaging users. Messages are considered read based either on playback for a set number of seconds (configurable by the system administrator) or playback to the end of the message. Messages are also considered read when the user replies to the message or when they forward the message.
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Feature Name: Urgent Messages Dependencies:
Feature Description: CallXpress supports messages being marked as urgent. Both messages from
internal senders and messages from outside callers can be marked as urgent. Urgent message status may be used to trigger message notification, automatic message forwarding, position in the message presentation queue, or special processing when used with a unified messaging system.
Feature Name: User Tutorial Dependencies:
Feature Description: CallXpress offers a new-user setup tutorial called "Ready, Set, Go!”. This tutorial is designed to help new users perform the initial setup on their mailboxes. By default, the Setup Tutorial Required option is enabled for every newly created user mailbox and users with this option active are automatically prompted through their mailbox setup the first time they log on through the telephone. The tutorial guides the new user through the process of establishing a new security code, recording their name and recording their personal greeting. The subscriber mailbox can be set to either allow or disallow the receipt of messages before the tutorial has been run.
Feature Name: Auto Logon
Dependencies: Integration with calling Part ID
Feature Description: For telephone numbers (devices) associated with a CallXpress user, when a
subscriber calls into the system from either an external telephone (if ANI/Caller ID information is captured) or an internal extension on the telephone system (when the telephone system is integrated), CallXpress will recognize the caller as a subscriber and simplify the logon process.
If the calling number is set for voice extension, the user will be prompted only to enter their security code to login to their mailbox. If the number is set as a voice trusted extension, the user will
automatically be logged into their mailbox without needing to enter any information. A subscriber’s mailbox can be programmed to recognize multiple telephone numbers and extensions (up to 99) for the purpose of auto logon (main PBX extension number, mobile telephone number, home telephone number, etc.).
Feature Name: Quick Logon Dependencies:
Feature Description: With CallXpress, users can call into their own DID number and when they hear
their personal greeting, they can push a specific single digit (which is programmable on a per system basis) to log into their mailbox. Once they press the quick logon digit, they will be prompted for their security code (the system already knows the mailbox number based on the mailbox being accessed) and can then log into their own mailbox. This feature emulates functionality found in many older legacy voice mail systems.
Feature Name: Bookmark - DTMF
Feature Description: For users configured for the original CallXpress Telephone User Interface or the CallXpress Alternate Addressing Interface, the system offers a book marking feature. While listening to a voice message, a user can "mark" a position in a message (by pressing one - five) and continue to the next message. When the user goes back to the original message, the same keystrokes will take them back to the marked position in the message. This feature is extremely handy in marking the position of relevant information (such as a call-back telephone number) in a long message.
Feature Name: Context Sensitive Help - DTMF Dependencies:
Feature Description: CallXpress supports context sensitive help for users in the telephone interface. While the keys used to invoke it change from interface to interface, all of the CallXpress Telephone User Interfaces allow users to press a specific help key and they will be presented with help prompts explaining which options are available to them at that point in the application.
Feature Name: Fast Forward and Rewind - DTMF Dependencies:
Feature Description: Most of the CallXpress Telephone User Interfaces support the ability for a user to navigate their way through listening to voice or email messages (for Unified Messaging users) using a fast forward and rewind key. While the keys vary by interface type, their function remains constant: pressing the fast forward key skips ahead five seconds in the message and pressing the rewind key moves the user back five seconds in the message. The keys are supported in the following CallXpress Telephone User Interfaces:
CallXpress original interface Octel Aria Interface
Octel/VMX Serenade interface Avaya Intuity interface Nortel Meridian Mail interface AVST Kinesis (Active Voice) AVST Repartee (Active Voice)
Users can move in either direction in five-second increments, or all the way to the beginning or end of a voice message.
Feature Name: Group Message Processing - DTMF Dependencies:
Feature Description: Subscribers using the CallXpress Legacy or Alternate Addressing Telephone User
Interfaces can tag multiple messages during a messaging session and process all of those messages with a single command. Messages of any type can be added to the queue. Some typical uses of this feature include:
Forwarding a selected group of fax and email messages to a fax machine with a single command
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Forwarding a group of tagged messages to a single user
Feature Name: Message Presentation Ordering Dependencies:
Feature Description: Users of the Legacy CallXpress and Alternate Addressing CallXpress Telephone
User Interfaces can control how their messages are presented to them when they access their mailbox. Users can control the following presentation features:
FIFO/LIFO - Users can select to have either oldest or newest messages presented at the top of the queue.
Urgent message placement in the queue - Users can choose to have all urgent messages at the top of the queue or can have them presented following the FIFO/LIFO settings along with the rest of their messages.
Single or multiple message queues - Unified messaging users can either have all of their messages (voice, fax and email) presented to them in a single message queue (following their FIFO/LIFO settings) or can have each message type (voice, fax and email) presented in its own message queue (also following their FIFO/LIFO settings).
When first logging into their mailbox, users can also choose to access only messages from outside callers or messages sent by a specific internal user.
Feature Name: Access Messages from Outside Callers - DTMF Dependencies:
Feature Description: The CallXpress Telephone User Interface allows users to go directly to messages
in their Inbox that were sent by outside callers. By pressing the appropriate digit (announced in the help menu), the user will be presented with only messages left by outside callers. The dialog for this action goes as follows:
User logs into their mailbox
“To listen to your voice messages, press one. To access your fax messages, press two. To access your email messages, press three. To listen to messages from outside callers, press four. To access messages sent from a specific mailbox, press five. To access all messages, press nine.”
The caller presses four and is presented with all messages from that queue (new or saved) from outside callers.
Feature Name: Speed Control in TUI - DTMF Dependencies:
Feature Description: CallXpress users can vary the speed of their voice messages being played over the telephone system interface. While the keys vary by interface type, their function remains constant: pressing the increase speed key adjusts the appropriate setting upwards and pressing the decrease the speed key decreases the setting. These keys are supported in the following CallXpress Telephone User Interfaces:
CallXpress Legacy Interface
CallXpress Alternate Addressing Interface Octel Aria Interface
Avaya Intuity Interface
Nortel Meridian Mail Interface AVST Repartee (Active Voice)
Feature Name: Transfer to Message Sender (Live Reply™) - DTMF
Dependencies: Integration passes ANI/CLID, CallXpress Legacy, Alternate Addressing, Aria Interfaces
Feature Description: For users of the CallXpress Legacy, CallXpress Alternate Addressing and Aria Telephone User Interfaces, it is possible for users to automatically call the sender of a message. This feature works for internal messages (messages sent from one CallXpress user to another) as well as for external messages (ones left by outside callers) as long as the telephone system integration passes the Calling Party ID or the calling party has manually entered a callback number. Once a caller has
connected to an outside number, the CallXpress system drops off the line. Using this feature with fax messages may not be appropriate since the captured ANI number may well be that of a fax machine. This feature can be blocked by the system administrator (to control telephone charges).
Feature Name: CallXpress Alternate Addressing TUI Dependencies:
Feature Description: CallXpress supports two versions of its native Telephone User Interface (TUI); the CallXpress Legacy TUI and the CallXpress Alternate Addressing TUI. The only difference between these two user interfaces is the manner in which new messages are addressed.
In the CallXpress Legacy TUI, subscribers first enter the mailbox number of the first recipient for the message and then record the message. If additional recipients are desired, they are added after the message is recorded.
With the CallXpress Alternate Addressing TUI, the subscriber first records the message and then, after the message is recorded, enters the recipient information both for the first recipient and for any other desired recipients.
The CallXpress Alternate Addressing TUI more closely resembles the method used in other voice messaging systems.
Feature Name: Concise Prompt Sets Dependencies:
Feature Description: CallXpress supports several prompt sets designed to be more concise and less
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language, system administrators can choose to implement either the standard or concise prompt set. The concise prompt set is designed to allow for faster more efficient call processing for experienced users. The language choice between Standard and Concise can be set on a per-user or per-Class of Service basis. As an example of Concise Prompt Set functionality, the following prompts show how the prompt levels are reduced with the Concise Prompt Set:
After pressing the key to address a message, the regular prompt set says:
“This message will be sent to *John Tyler+.”
The CallXpress Concise Prompt set says:
“*John Tyler+”
Concise prompt sets are available only for the CallXpress Telephone User Interface and for the Aria and Serenade TUI emulation interfaces.
Feature Name: Pause During Message Playback - DTMF Dependencies:
Feature Description: The Pause feature allows the temporary halting of message playback and the
ability to change and adjust certain mailbox features while playback is paused. The Pause feature operates differently based on the Telephone User Interface (TUI) that is enabled for a subscriber. With the Octel Aria, the Intuity Audix TUI, the Repartee and Kinesis TUIs, when Pause is initiated, the system waits in silence. All options normally available during message playback are available, but are not prompted. Pause is not supported during message playback with the Octel Serenade/VMX and the Centigram TUIs.
With both of the CallXpress TUIs (legacy and alternate addressing), when pause is initiated, the system prompts the user with a description of the options available during the paused session. After this prompt, the system will go silent for up to five minutes, playing a reminder beep tone every twenty seconds and repeating the prompt every minute. At anytime, the user can press any of the following option keys and that action will be taken:
Key Action
1 Continue listening 3 Change language 4 Increase speed 5 Set the bookmark 6 Decrease speed
8 Resume from bookmark
How the system responds after pressing the desired option key is configurable. With “Pause Immediate Return” enabled, the desired action is executed and message playback is immediately resumed with no additional action by the user. To initiate additional actions, the Pause feature must be initiated again. If the feature is not enabled, the desired action is executed, the session remains paused, and additional actions may be selected, if desired. To resume playback of the message, the user must press 1 (Continue Listening).
Feature Name: Pause Immediate Return - DTMF
Dependencies: CallXpress Legacy, CallXpress Alternate Addressing and Centigram Telephone User
Interfaces only
Feature Description: CallXpress can be configured as to how the system responds after a user presses
the pause key while listening to a message. If the Pause Immediate Return feature is enabled (a system-wide option), once a user presses the pause key, after they select an option (change language, increase speed, decrease speed, set the bookmark, resume from bookmark) message playback is immediately resumed after the desired action is executed with no additional action by the user. To initiate additional actions, the Pause feature must be initiated again. If the feature is not enabled, the desired action is executed, the session remains paused, and additional actions may be selected, if desired. To resume playback of the message, the user must press 1 (Continue Listening).
Feature Name: Undelete a Message - DTMF
Dependencies: CallXpress Legacy, CallXpress Alternate Addressing and Centigram Telephone User
Interfaces only
Feature Description: CallXpress offers users of the CallXpress Legacy, CallXpress Alternate Addressing and Centigram Telephone User Interfaces the ability, during a single messaging session, to retrieve a message after it has been deleted. For CallXpress Legacy and Alternate Addressing Telephone User Interface users, all deleted messages are stored in a deleted message queue during a messaging session. The user can review that queue at any time and selectively undelete any message. This queue is emptied when the user ends the messaging session.
For Centigram Telephone User Interface users, the system stores the last message deleted by the user in a special queue and the user can retrieve this message at any time. Once another message is deleted, it replaces the one in the queue, giving users access only to a single deleted message, the last one deleted. This queue is emptied when the user ends the session.
Feature Name: PhoneManager Dependencies:
Feature Description: To simplify the process of users maintaining the customizable settings for their mailbox, CallXpress supports two user administration interfaces: PhoneManager (a telephone-based user administration tool) and Web PhoneManager (a web-based GUI administration tool).
PhoneManager is a telephone-based administration tool that allows CallXpress subscribers to maintain the configuration settings for their mailbox. Users can set their notification options, record their greetings, configure their message presentation ordering and enable call blocking and call screening, personal menu (ESP) and their out of office greeting. Other personal options that can be controlled by the individual subscriber are changing a personal distribution list, changing an announcement mailbox they sponsor and changing their automatic message forwarding settings.
Feature Name: Access Messages by Sender - DTMF Dependencies:
Feature Description: The CallXpress Telephone User Interface allows users to go directly to messages
in their Inbox that were sent by a specific internal sender. By pressing the digit five, the user is prompted to enter the mailbox number of the sender they wish to query. If any messages in their
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mailbox are from that sender, they will be presented to the user. The dialog for this action goes as follows:
User logs into their mailbox and requests either read or unread messages.
“To listen to your voice messages, press one. To access your fax messages, press two. To access your email messages, press three. To listen to messages from outside callers, press four. To access messages sent from a specific mailbox, press five. To access all messages, press nine.”
The caller presses five.
“Enter the sender’s mailbox number.”
The user enters the mailbox number of the person whose messages they wish to access and are presented with the appropriate messages. This feature is not supported in any of the Alternate Telephone User Interfaces (TUIs).
Feature Name: Automatic Envelope Information Dependencies:
Feature Description: CallXpress subscribers can choose to have message envelope information played
to them in several ways. Each user can chose one of the following presentation methods: Play message header before each message
Play message header after each message Play message header on demand
Users can also select extended or brief envelope information. Selecting “Brief” will only announce the date and time of the message. Users can manage all of these settings from Web PhoneManager. The selection for when the header information plays (but not the “Brief” or “Full” header choice) can also be managed over the telephone using PhoneManager.
Feature Name: Notification Before Message Auto-purge Dependencies:
Feature Description: Each CallXpress voicemail, Client-based Unified Messaging, Simplified Unified
Messaging and Secure Unified Messaging user can be configured with a maximum message retention time (from anywhere between 1 day up to 99 days). If this feature is enabled, both new and saved messages in the user’s mailbox will automatically be deleted when the message ages beyond this setting. The system administrator can also enable a notification feature that will warn users when they have messages in their mailbox that will soon be deleted. The administrator can set the threshold for warning users anywhere from 1 to 9999 hours before the message will be deleted. When the user logs into their mailbox and accesses a message that falls within the warning threshold, the system will play the following prompt before it plays the message:
Users can forward the message to themselves and, as a new message, the message can remain in their mailbox for the message retention time setting for a second time.
Feature Name: Suppress Message Purge Announcement
Dependencies: Voicemail, Client-based UM, Simplified UM and Secure users only
Feature Description: CallXpress supports a purge announcement feature. Whenever messages are left
in a user’s mailbox beyond the mailbox’s Message Retention time limit, CallXpress will delete the messages automatically and insert an announcement in its place:
“This message was stored too long and automatically deleted.”
As an option, CallXpress also supports an option to suppress the automatic message purge
announcement or to control how long it plays. The system administrator can set the Purge Message Header time to any value from 0 to 99. A setting of zero suppresses the message purge header entirely. Any other value determines how long the Purge Message Header will be active. If the value is set to 5, the system will play the Purge Message Header to the user once any time within 5 days of the message being deleted. If the user does not log into their mailbox during those days, they will not hear the Purge Message Header.
Feature Name: Message Notification
Dependencies: SMS and SMTP require outgoing gateways
Feature Description: CallXpress supports a powerful message notification engine. Subscribers can be
notified of the receipt of new messages in their mailbox using any combination of the following message notification tools:
Immediate Message Notification - Users can program their mailbox to call them at a list of personal notification telephone numbers. This list supports up to nine telephone numbers and each number can be a telephone extension, a regular telephone number, a mobile number, a pager, a radio pager or a PIN pager.
Daily Message Reminder - Users can setup their mailbox to call them at a specific time every day if they have new messages in their mailbox.
SMS Message Notification - Users can be notified of new messages via an SMS message being sent to their SMS-capable GSM mobile device.
SMTP Message Notification - Users can be notified of new messages via an SMTP email message being sent to any standard email address (including mobile devices supporting SMTP messaging).
Email System Special Notification - Server-based Unified Messaging users can use the rules in their email Inbox to trigger special events based on receipt of a new voice or fax message into their email Inbox.
Most of these message notification tools support the use of filters to control exactly what type of messages will trigger message notification and when message notification will be in effect. Users can
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maintain most message notification settings over the telephone (PhoneManager) or remotely from an Internet connection (Web PhoneManager). For more detail, see Immediate Message Notification, Daily Message Reminder, SMS Notification, SMTP Message Notification and Email System Special
Notification.
Feature Name: Immediate Message Notification (Cascade Notification™) Dependencies:
Feature Description: Cascade Notification allows users to maintain a personal call list of up to nine different telephone or pager numbers at which they wish to be notified upon the receipt of new messages (voice, fax or e-mail) in their mailbox. Upon receipt of a new message, CallXpress will process the user’s personal call list, one number at a time, and traverse the entire list up to 99 times (user programmable), until the user has accessed their mailbox. The user can program the telephone numbers and delay intervals between each callout as well as enable and disable the feature. The feature can be programmed by the user over the telephone interface (PhoneManager) or from Web PhoneManager. When CallXpress delivers a message notification by placing a call to a telephone number, it starts out by speaking the prompt "There is a message for [subscriber name]. Please enter your security code." If the called party enters the correct security code, they will access the mailbox and message. If an answering machine answers the call in time to record the prompt, the subscriber will know that a message is waiting, but the message will not be left on the answering machine. See SMS Message Notification and SMTP Message Notification for more notification options.
Feature Name: Message Notification Filters Dependencies:
Feature Description: With the exception of Daily Message Reminder, for all types of message
notification supported by CallXpress (Immediate Message Notification, SMS Message Notification and SMTP Message Notification), the system supports the use of filters for controlling what types of messages will trigger a notification and what times of the day and days of the week notification will be active. These filters are administered on a per user basis allowing each user the flexibility of having their own unique message notification settings. The following filters are supported on the various message notification tools:
For Immediate Message Notification Urgent or all messages
Messages from a specific internal sender
Any combination of voice, fax and email messages Days of the week
Time of the day
For SMS/SMTP Message Notification Urgent or all messages
Any combination of voice and fax messages Days of the week
Most of these settings can be controlled by the user from the telephone (using PhoneManager) and from an Internet connection (using Web PhoneManager).
Feature Name: Message Waiting Indicator Control Dependencies:
Feature Description: CallXpress can be programmed to send MWI set and cancel commands to the
telephone system to control the message waiting indicators at subscribers’ extensions. The telephone system and its station set capabilities dictate the form of indicator, typically an indicator light, display message or stutter dial tone. CallXpress will turn the indicator on for new voice and fax messages and turn the indicator off when the messages are accessed. To allow for meeting various differing user expectations, each user mailbox can be programmed to turn off the message waiting indicators based on any of the following criteria:
First - Clears the indicator when the subscriber first starts to listen to any message in their new message queue.
All - Clears the indicator when the subscriber has listened to all new messages in their new message queue.
Empty - Only clears the indicator when the user has listened to and either saved or discarded all messages in their new message queue.
CallXpress can be configured to set the message waiting indicator for the primary extension associated with the Subscriber Mailbox as well as for any secondary extensions also associated with the
subscriber. MWI control is available for all voice mail and unified messaging users where the type of unified messaging supports message waiting control (Unified Messaging for Microsoft Exchange, Unified Messaging for Lotus Notes, Secure Unified Messaging and Client-based Unified Messaging).
Feature Name: SMS Message Notification
Dependencies: Requires SMS modem or GSM device
Feature Description: CallXpress users can be notified of the receipt of new voice and fax messages
through an SMS (Short Message Service) message sent to a compatible GSM mobile device. The message notification text can be modified to include message type (voice or fax), message priority, available sender identification (internal users’ names, ANI numbers, etc.) and the number of unread messages in the subscriber’s CallXpress mailbox. The message can also include a callback telephone for the CallXpress system allowing most mobile telephone users to highlight the number and click on it to automatically call in to retrieve the message. Notification is sent through an SMS center (service provider or gateway) to deliver text messages to mobile telephones and pagers compatible with the digital mobile network scheme used by the center or through a public GSM mobile network (which acts as an SMS provider) to deliver text messages to GSM mobile telephones. CallXpress supports multiple SMS gateway connections to service multiple providers.
Feature Name: SMTP Message Notification
Dependencies: Requires an outgoing SMTP gateway to send messages
Feature Description: CallXpress users can be notified of the receipt of new voice and fax messages at any Simple Mail Transfer Protocol (SMTP) email address. The text message notification includes
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message priority and type, available sender identification (internal sender’s name, ANI, etc.), the number of unread messages in the subscriber’s CallXpress mailbox and an optional message body. The message body can be edited by the system administrator and can include both a callback telephone number (allowing some mobile devices to automatically connect to CallXpress) and/or a link to a web site (allowing some browsers to automatically connect to Web PhoneManager). Optionally, a copy of the received voice or fax message can be included in the email message as a file attachment to the text notification (See Simplified Unified Messaging).
Feature Name: Message Notification Format Templates Dependencies:
Feature Description: CallXpress supports creating custom templates that are used to control the
formatting of message notification messages and email messages sent for the purposes of unified messaging. The templates allow for customizing the following fields in a message:
Subject line Sender name Body field
These templates include the ability to provide formatting for all languages installed on a CallXpress system. Unique templates can be generated for each different email system in use, Class of Service, location and function.
Feature Name: Daily Message Reminder™ Dependencies:
Feature Description: Users can set their individual mailboxes to notify them of new messages each day
at a specific time and telephone number. This notification can be to the user's telephone extension number, a dial-up pager or a normal telephone number. When the appropriate time arrives, if the user has new messages in their mailbox, CallXpress will call the programmed notification telephone
number. The user can program this feature over PhoneManager (the telephone interface) or from Web PhoneManager. When CallXpress delivers a message notification by placing a call to a telephone number, it starts out by speaking the prompt:
"There is a message for [subscriber name]. Please enter your security code."
If the called party enters the correct security code, they will access the mailbox and message. If an answering machine answers the call in time to record the prompt, the subscriber will know that a message is waiting, but the message will not be left on the answering machine. See Cascade
Notification, SMS Message Notification and SMTP Message Notification for more notification options.
Feature Name: Multilingual Application Support
Dependencies: Language prompts loaded on system
Feature Description: CallXpress can support multilingual environments. Up to five different language
prompt sets may be installed on a single CallXpress system, allowing a single system to serve
based on the type of Telephone User Interface (TUI) being used (CallXpress, Aria, Serenade, Intuity, Meridian Mail, Centigram, Kinesis, Repartee). For a complete list of languages supported, see the current CallXpress Localization Matrix. For the basic CallXpress telephone user interface, the following languages are supported:
- Female North American English - United Kingdom English - Concise Female NA English - Male Arabic
- Concise Male NA English - Italian - North American Spanish - Danish
- North American French - Brazilian Portuguese - European French - Finnish
- German - European Spanish
- Dutch (Benelux) - Norwegian
- Japanese - Swedish
- TTY/TDD NA English
Language selection can be made by the caller from a menu, based on DNIS or trunk number, or can be assigned to specific users.
Feature Name: Automatic Language Selection Dependencies:
Feature Description: CallXpress can support multilingual environments. Up to five different language
prompt sets may be installed on a single CallXpress system, allowing a single system to serve
multilingual communities and foreign callers. Language selection for a session can either be selected by the caller from a menu or automatically selected based on system settings and various information gathered about the incoming call. The following automatic language selecting features are available on CallXpress:
By DNIS/DID/DDI number - CallXpress can be programmed to set the language selection for an application based on the DNIS number or DID/DDI number of an incoming call if it is passed by the telephone system integration.
By a user making a choice in a menu.
By Trunk/Trunk Group number - CallXpress can set the language based on a trunk or trunk group number if it is passed by the telephone system integration.
By user selected in automated attendant - Individual user mailboxes can have default
languages assigned. When a caller enters a mailbox number in an automated attendant menu, the system will change to the default language assigned to the user being dialed.
Selected by port - CallXpress can set the language based on the CallXpress port number answering the call.
Selected by time of day/day of week - CallXpress can be programmed to vary the language selection based on the time of the day and the days of the week.
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Feature Name: TDD/TTY Protocol Support
Dependencies: Requires a TTY prompt set, requires a TDD/TTY device to record greetings and prompts
Feature Description: TTY/TDD (Telephone Device for the Deaf) is a telecommunications protocol
developed to allow the hearing impaired to communicate across normal telephone connections. Using a special TDD/TTY device, the user at the near-end types in words and the device sends tones that are received and interpreted by the far end device. The far-end device then displays those words on a screen on the remote TTY/TDD device. CallXpress includes a North American English TTY language prompt set that sends tones that can be interpreted by a TTY/TDD terminal or device when connecting to the system. When calling the system through normal dial-up connections using a TTY/TDD terminal, hearing-impaired callers have access to CallXpress messaging and automated attendant features. CallXpress users can enter (type) greetings into the system that will be played (displayed) to callers using a TDD/TTY device. Callers can send (type) messages for CallXpress users on the system and those users can play (display) those messages on their TDD/TTY device.
Feature Name: Multiple Recordings and Greetings Per Language
Dependencies: Correct prompt sets loaded
Feature Description: Rather than require an administrator to build duplicate applications for each language they wish to support on their system, most CallXpress mailboxes allow for a different greetings and announcements to be recorded for use with each different language set loaded on the CallXpress system. When a language is selected during a call, the audio recordings associated with the selected language will be played when the mailboxes are accessed. The following mailboxes support multiple language recordings:
Call Processor (introduction, instructions) Subscriber (personal greeting)
Announcement Mailbox (announcement)
Feature Name: Default Language Set per User
Dependencies: Correct prompt sets loaded
Feature Description: Each CallXpress subscriber can have a default language set assigned to their mailbox. This includes the ability to assign a default language prompt set as well as a default Text-to-Speech language for reading their email messages. The prompt language setting controls the language used to interface with the user when they access their subscriber mailbox as well as the language used to handle callers leaving messages for that particular subscriber.
Feature Name: Multiple Subscriber Devices Dependencies:
Feature Description: Each CallXpress user can be configured with a list of associated deices. This list can include the following types of devices:
Primary extension…The main extension (real or virtual) associated with the mailbox. Secondary extensions…Other PBX extensions associated with the mailbox.
Mobile numbers…Company, personal, etc.
Home number…Optional home telephone number.
Remote office number…Optional remote office phone number
Each of these devices (depending on type) can have a number of attributes assigned to them including: Primary extension…The main device of this type, used for presence and availability
configuration.
MWI control…Set and cancel MWI for this extension. Barge-in sensitivity…For ASR (speech recognition) access. Ring timer…Number of times to ring for transfers and callouts. Trusted login…Bypass login security.
Call out only…Do not recognize on incoming calls. Do not call…Only for incoming calls.
The devices in this list are also used to create the Call Lists used for the presence and availability features.
Feature Name: Shared Extension Support Dependencies:
Feature Description: CallXpress allows for multiple users to share a single telephone extension and still receive integrated call processing. Message notification, message waiting indicators, personal
greetings and name confirmation are all supported for each mailbox user with a shared extension. CallXpress can be configured such that an optional greeting plays when a forwarded call is answered from a shared extension ("You have reached the third floor nurses desk"). After the (optional) introduction plays, CallXpress plays back the names of the subscribers who share the extension and prompts the caller to select one:
“For *subscriber 1 name+, press 1. For *subscriber 2 name+, press 3…”
If more than eight subscribers share the extension, CallXpress gives the caller the option of pressing ‘9’ to hear more names. Once the caller selects a recipient, they hear the greeting from the subscriber they have chosen.
If any of the associated subscriber mailboxes has a new message, the system lights the message waiting indicator for the associated telephone. When any user calls into CallXpress, the system announces which subscribers, if any, have new messages:
“There are new messages for *Subscriber 1 Name and *Subscriber 2 name++”
Feature Name: Visitor Mailboxes Dependencies:
Feature Description: CallXpress supports special mailboxes designed for temporary visitors, outside
contractors or relatives. These mailboxes can receive messages from any subscriber but can send messages only to a single sponsor subscriber mailbox. When a visitor accesses his visitor mailbox, all messages sent to the visitor are automatically played and discarded.
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Feature Name: Trusted Log-on Configuration Dependencies: Requires integration to pass Caller ID
Feature Description: System administrators can specify additional devices (telephone numbers) to be
associated with a specific user. These devices would include personal DID numbers used to receive fax messages, other telephone system extensions used by and associated with the user, mobile telephones used by the subscriber and any other external telephone numbers the mailbox owner might use to call into the CallXpress system. The system administrator can program the user’s extension number, any other associated extension numbers and any external numbers in such a way as to simplify the user’s login process when they call the system from those numbers.
For numbers designated as trusted voice extensions, when a user calls into the system, CallXpress will automatically log them into their mailbox bypassing the need for the caller to enter either their mailbox number or their password. Primarily designed for use with telephones having tightly controlled access, such as a user’s mobile telephone, this feature removes a degree of security from the subscriber mailboxes, and should be used with extreme care. Also, see Auto Login.
Feature Name: Return of Original Messages with Reply Dependencies:
Feature Description: CallXpress users can be configured to include the original message when a reply
message is sent to an internal sender. The inclusion of the original message helps remind the sender of the original message. This feature can be enabled on a per mailbox or per Class of Service basis.
Feature Name: Return Receipt (Registered Mail™) Dependencies:
Feature Description: When sending a new message to another CallXpress user from their mailbox, a
subscriber may request a return receipt for the message. When the recipient accesses the message, a copy of the original message is placed back in the originating subscriber's mailbox, preceded by the prompt:
"This message was received by <name>.”
For forwarded fax messages and messages sent to a networking mailbox (where actual receipt can’t be verified), the message confirmation states that the message was sent (not received) and will be
proceeded by the phrase:
"This message was delivered to <phone number or network node>."
Feature Name: Recording Conversations (LiveRecord™) - DTMF Dependencies:
Feature Description: CallXpress supports the ability to allow users to record their telephone conversations. This feature, called Live Record, enables a CallXpress subscriber to record a live conversation and store the conversation as a voice message in their mailbox. Depending on the telephone system and station set in use, and the type of telephony integration, the recording process may be activated by dialing into the CallXpress system or by pressing a special button on the user’s
telephone. Once the conversation has been recorded, on hang-up, it will be automatically delivered to the user’s voicemail inbox.
Feature Name: Selectable Audio Codecs and Sampling Rates Dependencies:
Feature Description: CallXpress supports the use of the following audio file formats for storing recorded messages: G.711 at 64 Kbits/sec u-law G.711 at 64 Kbits/sec a-law Linear PCM at 64 Kbits/sec OKI/ADPCM at 24 Kbits/sec. GSM 610 at 13 Kbits/sec
A single format is selected for all message recordings system-wide when the CallXpress system is first installed. The codec selection can be changed at any time. The default message-recording codec for systems installed in North America and Japan is PCM-Mu Law (G.711). PCM-A Law (G.711) is the default message-recording format for telephone systems outside North America and Japan. All of these codecs, with the exception of the OKI/ADPCM codec, generate audio files that can be played using the default audio players on all currently supported Windows operating systems.
For those IP telephone systems that require the use of the G.729 codec, CallXpress can be configured, on an integration by integration basis, to accept an incoming G.729 audio stream and to convert the outgoing messages to G.729.
All system recordings (system prompts, recorded names, greetings, announcements, etc.) are stored using a G.711 codec.
Feature Name: Telephone System Integration Dependencies:
Feature Description: Telephone System Integration is a method of communication between CallXpress
and a telephone system that allows the two systems to work closely together and exchange as much information as possible about the calls they handle. Based on the information passed from the phone system to the CallXpress system, the inbound telephone call is automatically directed to the correct greeting, announcement or action. The integration also exchanges information to support the message waiting indicator control. A CallXpress system can be integrated to more than one telephone system (see Multiple Telephony Integrations). CallXpress supports integration to almost all telephone systems on the market today. CallXpress has been installed and tested with over 250 telephone integrations, using both traditional TDM and IP Telephony technologies.
Feature Name: Multiple Telephone System Integrations Dependencies:
Feature Description: A single CallXpress system can support concurrent integration with multiple
telephone systems. Each Call Server deployed on a system can support up to three different integrations, one of which can be IP-based. Depending on the architecture used for deployment, a single CallXpress system can be equipped and programmed to simultaneously support up to ten dissimilar telephone system integrations. Each integration supports full functionality including MWI
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control, forward to personal greetings, auto-logon and DNIS call routing (assuming that feature is supported by the individual integration). In general, it is assumed the telephone systems are collocated with the Call Server to which they are connected although it may be possible, based on integration type, to support multiple locations.
Feature Name: Automatic Message Forwarding (AutoCopy™)
Dependencies: For voicemail, Secure Unified Messaging, Client-based Unified Messaging and
Simplified Unified Messaging users only, not for Server-based Unified Messaging users.
Feature Description: CallXpress users can program their mailboxes to automatically forward copies of
specified voice and/or fax messages to another subscriber, fax delivery or networking mailbox. When the message is forwarded, the original message remains in their mailbox. The user can set filters to control what types of messages are forwarded. Users can chose to forward all messages, only urgent messages, messages from a specific mailbox, or messages based on message type (voice or fax). Message forwarding can be enabled for specific time periods and days. Email messages cannot be automatically forwarded with this feature.
Feature Name: Outbound Mailboxes Dependencies:
Feature Description: The Outbound Mailbox allows the CallXpress subscriber to send voice messages
to non-subscribers by delivering them to external telephone numbers. The Outbound Mailbox can be pre-configured with a specific telephone number for frequently called non-subscribers, or it can be configured to prompt the subscriber to enter the delivery telephone number when they record the message. The mailbox can also be pre-configured to request the recipient to record a reply to the subscriber, or it can prompt the subscriber to allow or disallow a reply when recording the message. Outbound Mailboxes with preprogrammed numbers can be members of Distribution List Mailboxes.
Feature Name: Distribution Lists Dependencies:
Feature Description: Distribution Lists are used to route messages to groups of subscribers, Visitor Mailboxes, Alias Mailboxes and Outbound Mailboxes (those with predefined telephone numbers). The system administrator must initially create Distribution List Mailboxes. Subscribers can be assigned sponsorship of Distribution List Mailboxes which make them Personal Distribution Lists. For Personal Distribution Lists, the subscriber (sponsor) may add or delete membership entries in the Distribution List via the PhoneManager telephone user interface or through the Web PhoneManager program. Unsponsored Distribution List Mailboxes (System Distribution Lists) may be managed only by system administrators with appropriate administrator rights.
Each distribution list supports up to 200 entries or members. CallXpress supports distribution list nesting, which is the ability to put a distribution list in as a member of another distribution list. Valid distribution list members are:
Subscriber Mailboxes
Outbound Mailboxes with predefined telephone numbers Other Distribution List Mailboxes
Fax Delivery Mailboxes with predefined telephone numbers Class of Service Mailboxes
Visitor Mailboxes
Each Distribution List Mailbox can be restricted as to who can send a message to that list. The following choices can be enabled for Distribution List Mailbox access:
Anyone
Only members of the Distribution List Only the mailbox sponsor
A mixture of other specified mailboxes Individual Subscribers
Other Distribution Lists
Members of a specific Class of Service
Distribution Lists can be programmed to suppress certain types of message notification. Each Distribution List can be set with the following notification limitations:
Don't suppress any message notification Suppress all message notification
Suppress any or all of the following notification types: - MWI indicators
- SMS\SMTP notifications
- Immediate Message Notification - Automatic Message forwarding
In the case of nested Distribution Lists with different notification suppression settings, the most restrictive setting is always applied. As an example, if a Distribution List (DL 1) marked to suppress all message notification is nested in a Distribution List (DL 2) marked for no notification suppression, messages sent to DL 2 would not trigger message notifications for those members of DL 1 who received the message.
Feature Name: Distribution List Control Dependencies:
Feature Description: CallXpress supports restrictions on who can send a message to a system or
personal distribution list. Restrictions are based on a number of elements. Once a list is created, the ability to send to that distribution list can be limited to:
A single user - the mailbox sponsor Members of that list
Members of another Distribution List Members of a specific Class of Service Specific users
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Using these restrictions, true personal distribution lists, where only the owner can send messages to that list, can be created. It also allows for restricted lists such as a list of senior staff members to which only the senior staff and their administrators can send messages.
Feature Name: Future Delivery Messages Dependencies:
Feature Description: Messages sent by CallXpress subscribers may be marked for future delivery. This
feature allows the sender to record the message and specify a time and date in the future at which the message will be delivered. Messages sent in this manner cannot be recalled. Messages can be
addressed to a date in the future not to exceed 12/31/2029.
Feature Name: Message Privacy Dependencies:
Feature Description: CallXpress subscribers can mark messages they send as private messages. A
private message can be accessed and played by the recipient but cannot then be forwarded on to other recipients. For messages sent to server-based Unified Messaging users, the forwarding restriction does not carry forward into the email system.
Feature Name: Multiple Time Zone Support Dependencies:
Feature Description: When the CallXpress server is accessed via the telephone user interface to listen to messages, the message header information played to the caller contains the time and date the message was left. By default, this information is read to the caller based on the time zone in which the CallXpress server is located. For users who are accessing messages from a different time zone, their mailboxes can be adjusted to compensate for the time differences and to read the message headers in such a way as to reflect their local time zone. As an example, if a user who was based in New York City logged into their CallXpress system located in Seattle and played the message header information for a message that was left on the server at 7:00 AM PST time, the message header would read:
“This message was left at ten AM.”
Remote or traveling subscribers can use Web PhoneManager to change the time offset associated with their mailbox to accommodate their current location.
Feature Name: Custom Display Name Format Dependencies:
Feature Description: When a new Subscriber Mailbox is created, the display name will be built from
the First, Middle and Last name fields using the format defined in the Mailbox Default Name Formatting box on the Directory Tab under Administration\Configuration. There are six choices for how names are formatted:
Custom Last, First First’ Last
Last First
Last, First Middle First Middle Last
If the administrator chooses Custom, they can create a template to control how names are formatted. The template allows them to create any arrangement of the elements Last, First, Middle and any other text characters (commas, periods, parenthesis, etc.).
Feature Name: Restrict Message Forwarding
Dependencies: Voicemail, Client-based UM, Secure UM and Simplified UM users only
Feature Description: CallXpress subscribers can mark messages they send as private. A private
message can be accessed and played by the recipient but cannot then be forwarded on to other recipients. This message flag does not get passed to the email system for users of server-based unified messaging.
Feature Name: Personal Operator Dependencies:
Feature Description: Each CallXpress user can be configured with a personal operator extension. This
operator number comes into play in two cases:
When an outside caller is leaving a message for a user (recording the message or listening the user’s greetings), if the caller presses “0”, the system will transfer them to the user’s Personal Operator destination.
For users equipped with Personal Assistant capabilities, when outside callers attempt to transfer to the any of their devices and all of the entries on the list fail, they are prompted with options:
“There was no answer at that number. Please say take a message, try another person or operator.”
If the caller chooses the operator option, they will be transferred to the personal operator extension defined in the user’s mailbox. If there is no personal operator associated with the user, the system will transfer the caller to the system operator.
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DTMF Call Processing
As well as being a powerful voice messaging system, CallXpress is the most power call processing system on the market today. CallXpress supports all the legacy call processing features deployed in the past years as well as a rich set of custom application tools allowing businesses to duplicate all of their existing applications and create new applications as needed. CallXpress supports an unlimited number of call processing menus as well as supporting unlimited levels of nested menus. Each digit in each menu can be configured for any one of the 21 call processing application functions supported by the system. Below is a list the most common call processing functions provided by CallXpress.
Feature Name: Multiple Transfer Types Dependencies:
Feature Description: The CallXpress automated attendant supports four different types of transfers,
each with differing levels of call progress supervision. This allows for unrivaled customizing of call processing applications. The four types of transfers include:
Transfer … This transfer type is fully supervised and utilizes full call progress tone detection or IP message packet detection to monitor the status of the call. CallXpress stays involved in the transfer process until the call is answered by the desired extension, or pulled back to be processed by a mailbox or call processing application. This type of transfer may be utilized for the Call Screening or Caller Queuing features. In order to distinguish it from the other types of transfers, this type of transfer is often called a “T-type” transfer.
Blind Transfer … This type of transfer provides no call progress supervision. CallXpress simply initiates the transfer, and immediately releases the call. This type of transfer is not appropriate for features that require call progress supervision, such as Call Screening or Caller Queuing. Monitored Transfer … This transfer type is a blend of the features provided by T-type and Blind transfers. CallXpress begins the transfer, and initiates call progress detection. If a busy signal is detected, the transfer is aborted and the caller is immediately retrieved and processed by the appropriate subscriber mailbox or call processing application, in the same manner as a T-type transfer. If any other call progress state is detected, the call is released to the telephone system, in the same manner as a Blind transfer. Using this type of transfer maximizes the amount of traffic that can be handled on a CallXpress system. This type of transfer may be utilized for the Caller Queuing feature.
Confirmed Transfer … This transfer type provides no call progress tone detection, however CallXpress stays involved in the transfer process until the call is answered and accepted by the called party, or pulled back to be processed to a mailbox or call processing application. With this transfer type, CallXpress initiates the transfer, and begins to play the prompt “Attendant transfer. To accept the call, press one”. The length of time the prompt is played before pulling the call back can be set by the system administrator. This transfer type can be used along with Call Screening. This type of transfer is especially useful in those conditions when a call is transferred to special circuits that don’t provide standard tones and signaling, such as mobile telephones.
The type of transfer utilized is based on the programming of the Call Processor menus. However, individual subscriber settings may override the type of transfer selected in the Call Processor (See Transfer Type Override).
Feature Name: ANI/CLID Processing
Dependencies: Integration must pass ANI/CLID
Feature Description: CallXpress is capable of capturing the telephone number of the party calling into the system (based on integration capabilities) and then using that information in a number of ways. When ANI/CLID information is successfully captured, the system will use it in the following ways:
Supporting auto login and trusted logon from an external telephone. Placing the information in the message envelope.
Reading the information to the caller as part of the message envelope. Placing the number in the subject line for a message in unified messaging. Placing the number in the subject line for an SMS or SMTP notification message. Making it accessible via Automated Agent and Access SDK developer tools. Displaying it in certain reports.
Feature Name: One Key Directory - DTMF Dependencies:
Feature Description: CallXpress supports two types of directories for allowing callers to look up the names of system users. The One Key Directory allows the caller to enter the first few digits of the last name of the person whom they are trying to reach and reads back a list of matching names from the subscriber database. The system prompts the caller to press a single key to select from the presented list.
"For Edward Simmons, press one. For Martha Somes, press two".
CallXpress can be configured to use either directory type in all system and user menus.
Feature Name: Extension Number Directory - DTMF Dependencies:
Feature Description: When using a DTMF interface, CallXpress supports two types of directories for
allowing callers to look up the names of system users. The Extension Number Directory allows the caller to enter the first few digits of the last name of the person whom they are trying to reach and reads back a list of matching names and extension numbers from the subscriber database. The system prompts the caller to enter the extension number for the party they are trying to reach.
"Edward Simmons, extension six one seven five. Martha Somes, extension six one two eight".
