Vidicode Espero Desktop, Manual

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Manual Voice Server Espero © Vidicode 2009 14
1.2 Basic functions
The Voice Server provides all common voice services used in telephone
systems:
1.2.1 Call Attendant
A call attendant answers calls and offers services. Possible services are, to
offer a selection of internal numbers to connect to, to offer a selection
of languages or to just provide spoken information.
1.2.2 Call Transfer and Call Queue
The Voice Server can transfer a call to an extension. This can be
automated and influenced by the schedule or based on the selection in
the call attendant menu. When a call is transferred this can be
announced with a spoken message. When stations are busy the Voice
Server can create a queue of callers waiting to be served. The caller will
be informed about the progress that he makes in the queue. In between
he can listen to music or spoken information.
1.2.3 Voice mail
When stations are not manned or busy, voice mail can be provided.
Voice mail is forwarded as E-mail to the user. It can also be listened to
from a local or remote telephone. Users can have immediate access to
their voice mail by just dialling in with their (mobile) phones. The voice
server will recognize their number and read out the voice mail.
The Espero is set up in such a way, that the individual user can control
his voice mail from his own extension like on a mobile phone.
Voice mail can also be configured by the systems manager which has a
somewhat different purpose. An example would be to leave messages
for the service department.
All voice mail will be stored and kept as a searchable database unless the
Voice Server is instructed to erase it after a while.
1.2.4 Call Logging and Call Statistics
A Voice Server is usually bought to cope with an existing problem in the
handling of telephone calls. Many problems however are unknown.
Quite often it is unknown how many calls remain unanswered and how
they are distributed over departments or times of the day. To come up
with a good solution it is important that you analyse the data of a
certain period, of departments, etc.