Telephony

TeleVantage®: A Breadth of Features, A World of Benefits

As small and medium-sized businesses grow, they often struggle with phone systems that can’t grow with them. With its best-in-class IP telephony and feature-rich functionality, Vertical’s TeleVantage system unlocks the hidden potential inside your existing phone system, helping your people and your business work more responsively, productively and profitably.

Empower Your People

TeleVantage offers a full complement of rich features that help your employees work more efficiently.

- Users can instantly locate and check the status of co-workers, initiate conference calls or access contact information, so they spend less time searching for numbers and transferring calls.
- Sophisticated “find me” call routing capabilities ensure that your employees receive important calls at any time, and in any location.
- Voicemail messages are consolidated within a single account for quick, easy retrieval and response. Your team can record and store voice messages or live conversations, and create personalized, targeted voice and broadcast messages that save time and enhance communication.
- With TeleVantage’s award-winning point-and-click interface, employees can quickly and easily take advantage of everything the system has to offer.

Enhance Customer Loyalty

If your customers can’t get through quickly when they call, they might go elsewhere. TeleVantage’s sophisticated call routing not only ensures that every inbound call is answered promptly and routed appropriately, but also gives you the power and flexibility to implement special features – such as priority handling for VIP callers, or voice broadcasting of limited-time offers – that increase customer satisfaction and loyalty.

Maximize Revenues and Save Money

TeleVantage helps grow revenues by empowering your team to maximize business opportunities as they present themselves. With intelligent call forwarding, employees never lose a sale due to a missed call. The ability to instantly access contact information or initiate a conference call helps build the relationships that build business. TeleVantage features make it easy to gain valuable insight into business performance through features that allow you to monitor call volume, abandoned and misdirected calls, or response to marketing programs – providing valuable insight into your business. With its software-based architecture, TeleVantage works with your existing phone system and grows with your business. Whether you’re adding new lines or opening a new office, TeleVantage allows you to incrementally expand capacity or add new features without expensive hardware upgrades.

Contact us today to learn how a Vertical solution can enhance your business.

Televantage: Flexible, Standards Based Communications

The trend toward standards-based communications and the convergence of voice and data are revolutionizing the telecommunications industry. The open, standards-based architecture of TeleVantage® provides significant advantages over proprietary phone systems.

TeleVantage runs on highly scalable, high-performance voice-processing hardware from Intel. Intel makes easy-to-administer converged communications solutions designed to enable development for companies the world over.

Because TeleVantage is software-based, you can upgrade your hardware infrastructure and adopt new configurations such as VoIP without incurring major expenses. With TeleVantage, installing new features is as seamless and simple as a software upgrade.

Open standards make integrating third-party business application software such as contact managers and CRM applications much easier. TeleVantage runs on Windows and resides on your LAN, just like any server. That means users and administrators can interface with the telephone system from their desktop PCs, e-mail clients, Web browsers, and contact management applications.

Explore these features of TeleVantage:

Administration
Auto Attendant
ViewPoint
Voicemail
Instant Messaging

The Smartest Investment You’ll Make for Your Business
TeleVantage provides the comprehensive, advanced features you need to run your business today while preserving your investment for the future:

TeleVantage Saves You Money. There’s no need to purchase expensive proprietary handsets or pay extra for voice mail or unified messaging. With TeleVantage, you can easily expand the system without expensive upgrades. No other phone system provides as much value at a price that’s right for growing businesses.

TeleVantage Keeps Your Options Open. TeleVantage positions your company for the future. With TeleVantage, you have the flexibility to embrace new technologies and evolve your phone system at your own pace. You can adopt new configurations like Voice-over-IP, add powerful contact center functionality to drive revenues, and roll out the system to multiple sites with ease, all at the pace that’s right for your business. And you can integrate your phone system with other business applications without incurring major expenses.

TeleVantage Stands the Test of Time. TeleVantage makes it easy to ensure that your phone system technology stays current. In fact, the value of your investment in TeleVantage grows over time. Renewing TeleVantage to keep current with technology is as simple and cost-effective as a software upgrade.

TeleVantage Gives Your Company a Competitive Edge. An easy-to-use Windows-based interface makes every member of your organization more productive. Manage your calls and messages through your desktop PC, where you answer, forward, transfer or screen your calls with the click of a button. Play voice messages in any order you choose, so that you spend your time on business-building objectives rather than administrative tasks. TeleVantage gives you complete control over your accessibility, your messages, and your time. TeleVantage lets everyone enjoy the benefits of higher productivity.

TeleVantage can also be your key to better customer service. It’s not just another phone system, it’s a strategic asset that enables you to set yourself apart from the competition. Create powerful customer interactions and give your customers personal attention quickly and easily.

Let TeleVantage Show You the Difference
TeleVantage gives you all the features you need, plus unmatched ease of use and flexibility. At the same time, TeleVantage improves your bottom line. You get the best of today’s communications technology while you ensure your ability to profit from future advancements in technology. Only one telephone system offers you so many advantages. Find out why TeleVantage is the world’s most intelligent phone system.

TeleVantage® Point & Click Administration

The intuitive Windows-based TeleVantage Administrator gives you onscreen access to all system administration functions from any PC on the network or by remote network log on. Point and click to add new trunks and extensions, customize auto attendants, and determine call flow. Grant or revoke dialing permissions and user settings such as mailbox size and password length by individual or class-of-service group.

Distribute administrative permissions as much or as little as you like, so that you maintain control while allowing users to customize their own workspace. Unlike phone systems that must be shut down to make modifications, TeleVantage allows you to make moves, adds and changes on the fly while the system is up and running. You never have to spend nights at the office or interrupt users’ vital communications services for basic maintenance.

Monitor the System Anywhere, Any Time
TeleVantage provides you with the information you need to track usage and optimize system performance from anywhere on the network. Use the Device Monitor to check on the status of all your trunks and stations. At a glance, check the amount of system resources used for voice messages and greetings. Review real-time contact center statistics for agents and queues, either visually or remotely by phone.

Batch User Creation and Modification
Creating new users with all the right settings on some systems can be tedius work, and modifying groups of users at once can equally or even more tricky. For example, you can change the voice mail box size for everyone in the Sales Department to 30 minutes instead of 20. With TeleVantage, bulk user creation and modification is easy, saving customers time and money.

Cradle to Grave Call History/Tracing
Sometimes it becomes important to see exactly how a call made its way through the system, such what trunk line the call used, what announcements were played to the caller, what digits were dialed, what music on hold they heard, what TeleVantage routing rules were used to deliver the call to its destination, etc. TeleVantage provides a Call History window showing all this detail for administrators at the system level, as well as for individuals using ViewPoint on their PC to manage and view their own calls. This can help administrators quickly and easily identify trouble on a specific line from the phone company or understand why a caller heard a certain menu or reached a certain contact center agent, as well as help them to efficiently make changes as desired. Users can see which personal routing rules were used to deliver calls to them and best fine-tune and leverage the power of TeleVantage to even further enhancemen ttheir communications productivity.

TeleVantage® Auto Attendant

Every time a customer reaches your automated phone-answering system, your reputation is on the line. Project a professional image with TeleVantage’s comprehensive, multilevel auto attendants that give callers the consideration they demand. Individual trunks can have different auto attendants with their own greetings, hours, and hold music, so you can run multiple departments or even businesses independently without sacrificing quality. Schedule your auto attendants to automatically change their greeting and transfer behavior based on time of day, such as during and after business hours. Set up menu options that transfer callers to specific extensions or contact center queues, play important messages such as driving directions, or lead to another menu of options in a nested auto attendant. Callers can easily backtrack to previous menus, dial extensions directly or look users up by name. They can even select the language used by the auto attendant prompts.

One Easy Interface for Your Sost Complex Situations
TeleVantage’s intuitive Windows interface makes it easy to create multiple auto attendants to handle all your business needs. Multiple auto attendants can be used to set up nested menus, offer different greetings and options on different phone numbers, or even to offer the same prompts in different languages. For example, callers can hear “For English, press 1; for Spanish, press 2,” make their choice, and be transferred to an auto attendant with the appropriate language menu. (The system prompts change language too!) TeleVantage’s clickable audio controls make it easy to record, import or export voice files for greetings, menu prompts, and messages.

Active Customer Identification
Auto attendants can work for you, taking note of customer choices and passing that information along to the users or agents who take the call. For example, an auto attendant could prompt the caller to press 1 if they’re calling about Product ABC, or press 2 if they’re calling about Product XYZ. The agent who takes the call would see “ABC” or “XYZ” in their Call Monitor, giving them a head-start on helping the customer.

Auto Attendants Help Your Users Too
TeleVantage auto attendants can have extensions, so it’s easy for any user to transfer a caller to your main phone numbers-no more telling callers to call back. Auto attendants also show up in the Client’s Extensions view, enabling drag-and-drop transfers to them. And every auto attendant permits a customizable login key so remote users can call in to access to their voicemail and account settings, restrictable by permission to the users who need it.

Features:

Choose whether your business uses live receptionist or auto attendant answering and easily switch between them at any time.
Auto attendants are transparent to direct-dial (DID), so you can use the same trunk for direct calls to a private number and callers who will dial an extension.
Place different auto attendants on different trunks, so you can offer different customer services for different incoming phone numbers.
Schedulable auto attendants let you automatically change greetings and call routing based on time of day or specific dates such as holidays.
Built-in dial-by-name directory lets callers look up users by entering their name using their telephone keys. You choose whether the dial-by-name directory is based on first name, last name, or both.
Any user can choose to be exempted from the dial-by-name directory, so callers can’t dial them by name.
Clickable audio controls to record greetings, messages, and menu prompts.
Record auto attendant messages off-site or professionally and easily import them into your auto attendants.
Auto attendants can pass visual data to users based on caller choice.
Customizable options for when callers make no selection, such as repeating the menu, transferring to an Operator or to voice mail.
Fax tone detection automatically routes incoming faxes to your fax station.

TeleVantage® ViewPoint

TeleVantage ViewPoint gives you access to all of TeleVantage’s features in an easy-to-use Windows interface. With ViewPoint you can point and click to play voice messages, place and receive calls, manage multiple active calls, access contacts and users, and more! You can install and run ViewPoint on Windows 98, NT, ME, XP, 2000, and 2003 computers that are networked to the TeleVantage Server. Most of the functionality that is available in ViewPoint can also be accessed by TeleVantage ViewPoint Web Access, a web based user interface.

No Need to Learn Cryptic Commands
With traditional phone systems, over 80% of the productivity enhancing features are never used due to the complexity of arcane key commands. With TeleVantage, an intuitive Windows interface puts all basic and advanced features at your fingertips, reducing the learning curve and increasing productivity. Whether you’re an operator handling all of a department’s calls or a manager with an important one, you can easily drag and drop to transfer or conference, and point and click to call contacts or listen to voice mail. When calling or transferring, users can pick from a list of extensions and see in advance who is already on a call, saving time while letting you avoid interruptions.Even without a PC, phone users hear simple, verbal menus to guide them through all call handling actions (transfer, conference, park, call forwarding), voice mail options, and account setup.

Save Time by Screening Calls
See the names of incoming callers before you answer, so you can choose whether to take the call or not. TeleVantage can announce the name of the person who is calling over the PC speakers or phone while the caller still hears ringing, so with a single key you can accept the call or send it to voice mail. Even screen voice messages as they’re being left and interrupt to take the call if you choose. Easily provide private extensions to important contacts so that TeleVantage recognizes their calls from whatever number they are dialing from – even when caller ID is not available.

Let Your Teams Work Smarter
TeleVantage increases communication between workers even when they’re not on the phone. Personal statuses such as “Available,” “In a Meeting,” and “Vacation” inform your team of your location and availability, while the Extensions View shows who’s currently in the office or on a call. Easily share your voice mail, contacts, and call monitor with co-workers as needed. Define custom workgroups of users and contacts to effectively manage team-based call handling, voice mail broadcasts, and group call pickup. Create workgroups to match your department structure, so assistants and other users can easily see who in the department is available to take a call. TeleVantage will dramatically improve your company’s teamwork and internal communications.

TeleVantage® Voicemail

You want the assurance that your employees are handling the most important voice mails first. When a customer leaves a voice message, the TeleVantage voice mail system allows you to listen to messages according to your business needs and not necessarily the order in which the calls were received. TeleVantage has its full-featured voice mail system included in the price of the PBX. That means that there are no additional ports to buy or costs to incur.

Manage Voice Mail Effortlessly
In addition to being able to manage your messages via the telephone, you can also handle your voice mail via your PC. Your voice messages are displayed visually in the TeleVantage ViewPoint, identified by the caller’s name or number, so you can prioritize your messages and your time. Play them over your phone or PC speakers. No more writing down phone numbers to call back – just click a button to return the call. When the call ends, you are returned to voice mail, so you can hear the next message. With support for Microsoft Exchange®, Outlook®, and Lotus® Notes, unify your messages in your e-mail inbox, viewing e-mail alongside your voice mail. Forward messages to any e-mail address or TeleVantage user with attached notes, and reply as needed. Worried about important messages languishing unheard? TeleVantage can alert you by e-mail or pager whenever you receive a new message, including caller ID, so you know who called without even listening.

Record Your Calls
With the proper permissions, you can record your TeleVantage conversations, including conference calls. Manage your call recordings like your voice mails with the ability to create a folder system to keep the important recordings organized.

Full-Featured Voice Mail

Visual voice mail display with caller name.
Click to reply forward or call back a message
Export voice mail to .WAV file to be used in other systems
Password security and enforceable rules
Screen messages as they are being left with the ability to pull answer the call after listening to part of the message
Bookmark part of a message so you don’t have to listen to the whole message again and again just to get the phone number
Callers can specify a callback number to be easily dialed with a click of a button
Personalize greetings for VIP callers or for different times of the day
E-mail/pager/call out notification when a new message arrives
Voice mail can be delivered to unified e-mail inbox
Microsoft Exchange Synchronization

TeleVantage® Instant Messaging

Voice conversation is just one way people communicate these days. Text instant messaging continues to grow in usage, but most solutions are more targeted at home users than being right for businesses and are often not secure since text can travel outside the office to a messaging provider’s system just to come back to the person down the hall.

TeleVantage now includes instant messaging within ViewPoint. Simply select a user within the extensions pane and right click to send an instant message to their PC screen. Users can check some facts with a colleague while on an important business call, contact center agents can consult with an expert or summon a supervisor, or co-workers can make quick plans for an impromptu meeting, all without having to interrupt the call they are on. And since it’s all handled within ViewPoint, users are assured of an easy user interface and secure transmission of their text since it never leaves your secure corporate network.

Why TeleVantage® Instant Messaging?

Unprecedented Scalability and Freedom of Choice
More Powerful, Affordable Call Center
Enhanced User and Administrator Productivity

Scalability and Flexibility through open systems
Add new features simply by upgrading the software…
All too often, phone systems lock you in to a certain way of doing things. Proprietary phone systems limit your choices. You can’t add features or easily integrate with other systems. It’s common to outgrow the size or capabilities of a system and be faced with a “forklift” upgrade. Artisoft TeleVantage is different. It grows with you and safeguards your investment. TeleVantage is an open, feature-rich software based phone system that runs on industry standard Intel® Dialogic telephony hardware. Now, TeleVantage 8.0 provides unprecedented scalability and freedom of choice to your phone system.

Increased System Scalability
Simply add voice cards or TeleVantage HMP licenses…
TeleVantage 8.0 can now scale from a small office of 4×8 up to 192 trunks and 480 stations.

High Density Conferences
Feature rich software right out of the box…
TeleVantage has always had powerful and easy to use conference capabilities. TeleVantage 8.0 now supports conferences of up 60 parties. Imagine the savings when you no longer need to pay for external conferencing services.

Use Virtually Any Phone – Analog, Digital, IP
Works with regular phones including H.323, IP Devices, CLASS, or ADSI Feature Phones…
TeleVantage has always provided a wide range of standard analog handset choices. Now TeleVantage 8.0 adds support for digital phones, letting you use your existing Avaya, NEC, Nortel, or Siemens handsets with the new Intel NetStructure PBX-IP Media Gateway. TeleVantage 8.0 also directly supports ADSI feature phones from Cybiotronics or Aastra.

SMDR (Station Message Detail Reporting) Service:
Go beyond the TeleVantage built-in Call Log and Call Center Reporter by easily connecting a 3rd party call accounting or billing application. The TeleVantage 8.0 SMDR service provides 3rd party applications real-time access to call details through your COM port, network or a text file.

Built-in IVR Toolkit:
The built-in TeleVantage SDK provides a rich programming interface for developers to create custom add-ons or solutions. Now any application developer using Visual Basic or other Windows® development tools can develop rich voice processing applications such as touch-tone data retrieval without having to pay for a 3rd party telephony toolkit. Prompt callers for customer IDs or order numbers, retrieve current status from external databases, and play back desired information. It has never been easier or more cost effective to create or add custom solutions to TeleVantage.