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General Description
February, 2003
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The information contained in this document represents the current view of Teleco, Inc. as of the date shown on the
document. Due to changing market conditions, Teleco cannot guarantee the accuracy of any information past the
publication date of this document. Teleco makes no warranties, expressed or implied, in this summary.
Perfect Voice Office is a trademark of Teleco, Inc. All other products or company names mentioned are used for
identification purposes only and may be trademarks of their respective owners.
Contents
P r o d u c t O v e r v i e w ..........................................................................1
An All-In-One Solution ................................................................................................................ 1
Expandable Unified Communications Solutions ........................................................................ 1
Key Product Features ................................................................................................................. 2
P B X I n t e g r a t i o n .............................................................................2
Types of Integration .................................................................................................................... 3
CTILink........................................................................................................................................ 4
Automated Attendant F u n c t i o n a l i t y ..............................................5
Speech-Enabled Automated Attendant and Directory ............................................................... 5
Intelligent Call Routing ................................................................................................................ 5
Password Security and PIN Number Security (Account Code Verification) .............................. 6
Off Site Transfers........................................................................................................................ 6
Global Acceptance Advanced Multilingual Support ................................................................ 6
Unlimited Call Handling .............................................................................................................. 6
Sophisticated Transfer Options .................................................................................................. 7
Information Mailboxes ................................................................................................................. 7
Question and Answer Mailboxes ................................................................................................ 8
V o i c e M a i l C a p a b i l i t i e s .................................................................8
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Administrator Functionality ......................................................................................................... 8
Customized Classes of Service.................................................................................................. 8
Mailbox Maintenance.................................................................................................................. 9
Handset Functionality ............................................................................................................... 10
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Telephone Interface.................................................................................................................. 10
C T I F u n c t i o n a l i t y B r i n g s V i s u a l M e s s a g e a n d C a l l M a n a g e m e n t t o
t h e D e s k t o p ................................................................................. 1 2
Login and Go!............................................................................................................................ 12
Multiple Languages on the Desktop ......................................................................................... 13
Mailbox Management from the Desktop................................................................................... 13
Record Personal Greetings ...................................................................................................... 14
Record and Send New Messages ............................................................................................ 14
Send Instant Text Messages to Anyone on the Network......................................................... 14
See all Message Information .................................................................................................... 15
Control Incoming Calls Using Caller ID .................................................................................... 16
Create and Maintain a List of Contacts .................................................................................... 18
Phone Book............................................................................................................................... 18
Contact Manager / PIM Integration........................................................................................... 18
U n i f i e d C o m m u n i c a t i o n s - - The All -In - O n e S o l u t i o n ................... 1 9
Groupware ................................................................................................................................ 20
M e s s a g e S y n c h r o n i z a t i o n W i t h M S S ........................................... 2 2
MSMQ Guarantees Message Delivery..................................................................................... 22
Full Synchronization.................................................................................................................. 22
MSS Advantages ...................................................................................................................... 23
Listen to Email Messages Over the Telephone ....................................................................... 23
Single-Point Message Retrieval ............................................................................................... 23
Support of Different Naming Conventions ................................................................................ 24
Customized Environment.......................................................................................................... 24
Using a Centralized Queue Server........................................................................................... 24
F a x P r o c e s s i n g C a p a b i l i t i e s ....................................................... 2 5
Fax Detection and Routing via Automated Attendant and Mailbox ......................................... 25
Fax Mail..................................................................................................................................... 25
Fax On Demand........................................................................................................................ 26
FaxLinX..................................................................................................................................... 26
S p e e c h R e c o g n i t i o n .................................................................... 2 9
Speech-Enabled Automated Attendant and Directory for External Callers ............................. 29
Speech-Enabled Company Directory for Internal Users.......................................................... 29
Multilingual Support .................................................................................................................. 30
RealSpeak Automatically Creates Mailbox Name Recordings ................................................ 30
Listen to Email Messages Over the Telephone ....................................................................... 30
Transfer to Extension while in Mailbox Voice Menu ................................................................ 30
Wireless Integration ................................................................... 3 0
Supported Devices.................................................................................................................... 30
SMTP Services ......................................................................................................................... 30
MSS........................................................................................................................................... 31
AMIS (Site- to -S i t e N e t w o r k i n g ) ................................................... 3 2
H o spitality / Property Management Systems .............................. 3 4
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L o c a l A r e a P a g i n g ....................................................................... 3 5
N e t w o r k C o m m u n i c a t i o n s C o m p o n e n t ........................................ 3 6
SessionQ (Network Management Utility) ................................................................................. 36
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RPC........................................................................................................................................... 36
DCOM....................................................................................................................................... 36
Data Access .............................................................................................................................. 36
P e r f e c t R e p o r t e r ......................................................................... 3 7
I n s t a l l a t i o n & C o n f i g u r a t i o n W i z a r d s .......................................... 3 7
Reliability ................................................................................... 3 8
Security ..................................................................................................................................... 38
Database Maintenance............................................................................................................. 39
T r o u b l e s h o o t i n g.......................................................................... 3 9
E x p a n d a b i l i t y .............................................................................. 3 9
C h a s s i s L e v e l s ............................................................................ 4 0
F e a t u r e S u m m a r y List ................................................................. 4 1
C o n c l u s i o n .................................................................................. 4 2
General Description 1
P r o d u c t O v e r v i e w
With their informational needs growing exponentially, companies today must identify new ways to
improve the communication of information, reduce costs and improve overall efficiency. Employees need
to receive and respond to messages and calls immediately, regardless of where they are or what they are
doing. Now, with e-mail, the Internet, and other new technologies, we are inundated with information.
The challenge is to process the information in a timely manner while remaining productive, reducing
costs and gaining a competitive edge by responding and servicing customers. Perfect Voice Office Pro
acts as a funnel to the information overload - allowing prioritization and effective management of all
communications from a single mailbox. Companies decide how to access, when to access, and how to
respond to messages and calls. Perfect Voice Office Pro serves as protection from obsolescence and
meets dynamic expansion demands for tomorrow, while conquering the communication challenges of the
business world today.
An All-In-One Solution
Through networking and unified communications support, Perfect Voice Office Pro can be customized to
meet the needs of virtually any organization. It is available on a Windows 2000 platform, supports the
standard TCP/IP network protocol, and is expandable from four to sixty-four ports - allowing even the
smallest of companies to cost-effectively implement network telephony technology into their business.
Perfect Voice Office Pro integrates with a wide variety of telephone systems. It connects to the LAN with
a network interface card, and looks just like another node on the network. In addition, it supports inband,
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serial (SMDI/MCI), CSTA, T1, and E1 integration. Caller ID Support adds another source of information
to make Perfect Voice Office Pro a tightly integrated system. It provides full synchronization with major
e-mail environments, including Microsoft Exchange and Lotus Notes. With AMIS networking, Users
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from different locations can communicate as if they are all on the same voice mail system. Perfect Voice
Office Pro offers a complete speech-driven platform, including a speech-enabled auto attendant and
digital corporate directory. It supports ASR technology for call routing, completion, IVR and navigation.
Perfect Voice Office Pro also offers full wireless and Internet integration, including full Internet access
for users and administrators, complete SMTP server for wireless support, wireless synchronization with
Blackberry & palm devices, and full iPAQ support.
The Perfect Voice Office Pro family provides cutting-edge, cost-effective solutions that will improve
business communications. This powerful voice processing solution combines voice, fax, and e-mail in a
unique communications system. Its support of unified communications, speech recognition, wireless
integration, fax, and visual message management makes Perfect Voice Office Pro an all-in-one solution
that will meet the needs of any sized company. Perfect Voice Office Pro is a communication solution built
on building-block architecture. It works with the existing infrastructure and migrates to support greater
functionality as organizational needs evolve and grow. This feature-rich, flexible product is priced so
competitively that it is currently unmatched in today's industry.
Expandable Unified Communications Solutions
Depending on immediate requirements, Perfect Voice Office Pro is available in two solutions: Perfect
Voice Office Pro VMM and Perfect Voice Office Pro CTI. Both run on Microsoft Windows 2000. The
VMM solution ranges from 4 to 16 ports and includes auto attendant, voice mail, audiotext/voice menus,
and 25 desktop interface licenses. The CTI solution ranges from 4 to 64 ports and includes auto
attendant, voice mail, audiotext/voice menus, 50 desktop interface licenses, and MAPI. The CTI solution
also supports automatic speech recognition and fax services. Regardless of which solution is
implemented, the Perfect Voice Office Pro system grows with an organization. It can be easily upgraded
in functionality, platform and number of users.
Perfect Voice Office Pro
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February, 2003
General Description
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UC
UC
PVO Unified Communications
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Base Software
Additional Services
Unified
Applications
Connectivity
Messaging Notes
Fax Messaging
AMIS,
& Exchange
& Printing,
3rd Party PBX
PVO Pro Voice Mail
+
GSM /
Connection,
ASR, TTS, CTI,
Basic Voicemail
SMS Scalability
Analog, Digital
Voice Mail
UC
UC
UC
Network
Building-Block Architecture: Expanding As the Organization Grows
Key Product Features
§ PBX Integration, see page 2
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§ Automated Attendant, see page 5
§ Voice Mail, see page 8
§ Telephone Interface, see page 10
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§ CTI Functionality, see page 12
§ Unified Communications, see page 19
§ E-Mail Integration, see page 20
§ MSS Integration, see page 22
§ Fax Services, see page 25
§ Speech Recognition, see page 29
§ Wireless Integration, see page 30
§ AMIS Networking, see page 32
§ Hospitality/PMS, see page 34
§ LAP (Local Area Paging), see page 35
P B X I n t e g r a t i o n
The voice mail server includes a special connection to the PBX, referred to as PBX integration. The PBX
integration provides information about the calls as they are routed to the voice mail server. PBX
integration interfaces are often developed by the PBX vendors and are unique to each PBX line, or even
to each model within a PBX line. Since having a reliable, efficient and effective PBX integration is
critical to the operation of a voice messaging system, Teleco has ensured that its support of PBX
integration is flexible enough to accommodate almost any integration scenario.
Perfect Voice Office Pro can automatically route calls to a defined extension or an outside telephone or
cellular number based on Caller ID passed from the PSTN (Public Switched Telephone Network) through
the PBX to the Auto Attendant.
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The PBX is also connected to the desktop telephones and stand-alone fax machines, and, through a PSTN
line, controls outside dialing to fax machines, remote phones, pagers and cellular phones based on
information sent from the voice mail server (see "Remote Connections" figure below). When a new
message is received, Perfect Voice Office Pro will notify the User's telephone, cellular phone, e-mail or
pager. For remote notification of messages, the voice mail server can tell the PBX to outcall to a defined
telephone or cellular phone number. When the User answers, a message plays and the User may then log
in to their mailbox and pick up their messages. It may also tell the PBX to dial a pager number and
display a pre-defined numeric code (such as a mailbox number) that to notify the User of the new
message, and indicate the number of new messages in the mailbox. Up to 10 dialing schedules for
notification can be defined per mailbox. Exception times can be set up for each mailbox, and the number
of times to retry the notification if the called line is busy or does not answer may be specified.
The telephone is considered an extension off of the PBX. Requiring no special connections or software,
any telephone can be used to record and listen to voice messages. It also serves as an input device,
allowing Users to reply to, forward, save or delete messages or output faxes. In turn, mobile Users can
access their voice messages from anywhere on any telephone or cellular phone and have full access to
their mailboxes to perform routine maintenance.
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Remote Connections
Types of Integration
Perfect Voice Office Pro integrates with more than 100 different telephone systems through inband,
serial, CSTA, T1, and E1 integration. Some of the better-known systems include Toshiba, NEC, Avaya,
Nortel, Cisco, Ericcson, Siemens, Alcatel, and Harris. Almost every switch has a custom integration guide
to assist dealers in configuring the switches and the voice mail system. These notes are available on
Teleco's web site. Lesser-known switches that have not been integrated with Perfect Voice Office Pro
before may still be able to integrate provided that the switch uses analog lines and sends inband or serial
signals.
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Inband integration is supported using Dialogic Voice Cards. Some digital switches use digital set
emulation technology, including the Northern Telecom Norstar (D42NS), SL-1 (D42SL), and Mitel
(D42SX). The Northern Telecom Norstar can also support VMIs for digital to analog conversion.
The types of serial integration supported are SMDI and MCI. In many instances, SMDI requires a Calista
board or Voice Bridge to complete the integration.
CTILink
One other type of integration that is supported is CTILink. Using a CSTA card and the CTILink feature,
enhanced Caller ID functionality will result. CTILink is an embedded application that allows for
improved integration between voice mail and the telephone switch. Currently, CTILink functionality is
available on Iwatsu, Toshiba, and WIN telephone switches, as well as the Teltronics Vision switch. Using
CTILink (Iwatsu uses the CSTA protocol), Caller Name and Caller ID are received over the switch. This
ensures that, regardless of the status of the voice mail system, Caller ID will always be tagged to the call
(see "CTILink Results" figure below). This is especially advantageous for two reasons; any actions taken
on the message will never cause the message to lose or change its Caller ID, and the number can be
selected from any place at any time and automatically dialed using the dialer. Advantages of using
CTILink include the following:
§ Just before a call is transferred, a Caller ID popup shows the Caller Name (if sent by the CO, or if
the Desktop Interface is used with or as a PIM) and Caller ID on the desktop. If the call is
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forwarded, the original Caller ID information is transferred to the destination; if the caller leaves
a message it is forwarded, the caller's ID information is also forwarded with a copy of the
message, regardless of the number of times the message is forwarded.
§ From this same screen, User's can click the Take Call button to transfer callers to their phone. If
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the phone has already started ringing when the Take Call button is clicked, the telephone goes off
hook and the caller is put directly onto the User's speakerphone (hands free). To hang up with a
caller, simply click the red telephone icon on the screen to disconnect the call.
§ Using a built-in dialer, selecting the Dialback button with Caller ID tagged automatically calls
back that number. Simply click on a message, and then click the dialer to call that number, or
click on a previous call record to call back that number. From almost any screen, the dialer can be
accessed at any time and make a call. Ideally, User's can dial numbers, take calls and disconnect
callers without ever touching the telephone.
CTILink offers enhanced integration at a number of different levels while the auto attendant is
transferring a call, after the caller has started ringing the phone, or at the desktop level, using the Desktop
Interface to make a call.
CTILink Results
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February, 2003
General Description 5
A u t o m a t e d A t t e n d a n t F u n c t i o n a l i t y
The Automated Attendant speeds up call processing, answering calls promptly, courteously, and
professionally without having to keep callers waiting on hold. Callers can be directed through a series of
menus to reach only the individual that they need to speak with, or only hear the information they require,
without a lot of re-routing. Operator and User time can now be spent on tasks that are more productive.
For sales, order desk, accounts payable, shipping, and many other departments, the Automated Attendant
will significantly accelerate caller connection. It can be used full time or on a required basis, such as
during peak calling periods, overflow situations, after hours, lunch breaks, holidays, etc.
The attendant can screen callers for the User, provide music or product messages while the caller is on
hold, and redirect a call either before it is transferred to an extension or if the extension is busy or not
answered. Perfect Voice Office Pro can connect callers to Users who are off site by giving callers direct
access to the User's cellular, home telephone, or branch office. It gives callers single-digit access to
departments or individuals and direct access into a full-featured audiotext menu.
Account code verification can be used for security; intelligent call routing can match incoming Caller ID
and route calls to specific extensions, or verify account codes and route calls to specific voice menu
levels. Sophisticated transfer options combined with advanced multi-tenanting capabilities and
audiotext/voice menu functionality provide superior call processing. Some of the potential Automated
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Attendant applications are listed and described on the next few pages.
Speech-Enabled Automated Attendant and Directory
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As an option, Perfect Voice Office Pro offers advanced Speech Recognition technology provided by
Nuance, an industry leader in Speech Recognition. Callers may speak a User's name and automatically be
transferred without dialing an extension. If the caller speaks only a first or last name (for example, "Joe")
or a name that has more than one match, Perfect Voice Office Pro lists all possible matches. Callers are
routed quickly and efficiently to the appropriate destination, improving time efficiency and increasing
overall customer satisfaction. Perfect Voice Office Pro supports twenty-six languages (up to nine
simultaneously), providing each customer a tailored experience. The following languages are supported:
English (for US/Canada, UK, Australian/New Zealand, Singapore, and South Africa), European French,
Canadian French, Latin American Spanish, European Spanish, Brazilian Portuguese, Italian,
German/Austrian, Swiss German, Dutch, Swedish, Norwegian, Danish, Czech, Cantonese (Hong Kong),
Mandarin Chinese (China/Taiwan), Arabic (Jordan), Japanese, Korean, Hebrew, Turkish, and Greek.
Intelligent Call Routing
Calls can be associated with a particular mailbox via Call Routing Tables. Using wildcard characters,
callers can be routed to a particular company or a particular extension based on the caller's area code (i.e.,
905*******), telephone number, or area code and city exchange (i.e., 905555****). This is especially
useful for customer service scenarios based on region, or for preferred customers who wish to reach a
particular extension directly every time they call.
Menu schedules may also be used to create exceptions for the Caller ID Routing tables. If Call Routing
Tables are used to associate telephone numbers to specific mailboxes, menu schedules may be created to
allocate exception times when these numbers will be routed to other specific extensions or groups
automatically.
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General Description
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Password Security and PIN Number Security (Account Code Verification)
PIN Number and account code definitions are also defined in the call routing tables, as well as the
destination menu of the valid entry. Therefore, a caller that enters a correct PIN Number, account code, or
password when prompted can be given exclusive options. This is convenient for off-site employees that
call to retrieve assignments, and schedules, etc.
Additionally, this feature can also be based upon a schedule, so exception times can be allocated for times
when a PIN will route calls to other specific extensions or groups automatically. Use of Account Code
Verification will route callers to an extension, ACD (Automatic Call Distribution) group, or the auto
attendant in an entirely different company.
Off Site Transfers
Using Centrex lines connected to the telephone system, callers can be transferred, automatically or by
request, to another location. When a call comes in, the voice mail puts the caller on hold and tells the
telephone system the telephone number to dial. The telephone system dials the number, and then connects
the caller to that number. In the case of a no-answer or busy condition, the caller can be retrieved and
placed into a voice mailbox or given additional options. This feature is useful for employees who work
from home or travel and prefer that callers be transferred to their home number or cellular number.
Global Acceptance Advanced Multilingual Support
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Business has no borders or official language. Now all international customers may be provided support in
their language of choice. Perfect Voice Office Pro offers a sophisticated multilingual feature that makes it
the perfect product for today's global economy. Perfect Voice Office Pro can communicate in many
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languages, providing customers with the corporate services traditionally only found in large corporations.
Its multi-lingual capabilities extend to both the mailbox level and the company level. Callers that reach
the Auto Attendant can select their language of choice with the touch of a button, and then hear greetings
and options in that language. A separate operator can also be defined for each language; up to 9 languages
at a time are supported per company.
Users can record multiple greetings in multiple languages in order to greet callers in their selected
language. Users can also select the default language in which to greet callers if the callers did not select a
language, and Users can select the language in which to be greeted by the voice mail system when they
log into their mailboxes.
Languages that are currently supported are: English, French, Spanish, Cantonese, Mandarin, Japanese,
Portuguese, Dutch and German.
Unlimited Call Handling
Perfect Voice Office Pro offers powerful functionality to manage virtually any call handling scenario that
the customer may require. A major part of these capabilities can be credited to a superior audiotext/voice
menu utility.
These voice menus are used to design full-featured custom-designed call flow applications. Global PIN
numbers may be used to identify particular callers throughout the system for routing purposes. Messages
can be pre-recorded to provide important information to incoming callers. Using extended voice menu
"trees", callers may then interact with the telephone system to obtain and/or leave information. Voice
menus ensure that callers get the information they need, at any time, without any assistance; the
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General Description 7
information is available to them 24 hours a day, 7 days a week. Voice menus may be used to create
industry-specific solutions such as banking applications, education, insurance, and hospitality.
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Sample Audiotext/Voice Menu
Sophisticated Transfer Options
Callers can be transferred:
§ To an extension to ring a telephone,
§ To a mailbox where they bypass ringing the telephone and play a message,
§ To a mailbox where just the User's name plays and they can leave a message, or
§ To the beep tone where they do not hear any greetings and simply record a message.
Callers can:
§ Enter an extension to be transferred to at any time that they are within the Auto Attendant,
§ Be sent to a login mode where, if they are Users, they can enter their mailbox and password to be
given remote access to their mailboxes and messages, or
§ Be transferred offsite through the automated attendant to a pre-defined (off-premise) extension or
specified telephone number using trunk-to-trunk or Centrex transferring capabilities.
Information Mailboxes
Through automated call routing, callers requesting specific information can be routed to a mailbox that
simply plays a message. Some of the potential applications include: playing company hours, giving
directions, listing weather conditions, and listing schedules for such companies as bus terminals and
airlines.
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General Description
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Question and Answer Mailboxes
Perfect Voice Office Pro has transaction processing capabilities, permitting companies to stay connected
with customers without having to use valuable employee time. Verbal questionnaires can be created that
customers or other business associates dial into and answer. Using a series of menus, the callers are asked
a question or series of questions. Their answers are recorded and placed as one message in a mailbox.
Some of the potential applications include order processing, customer service, or human resources
questionnaires. Companies can use this feature to gather product data, and allow customers to register for
seminars, etc.
V o i c e M a i l C a p a b i l i t i e s
The voice mail functions that Perfect Voice Office Pro offers are far superior to its competitors. This
highly developed, flexible, accommodating product is practical and designed to meet the needs of
virtually any company's requirements. Some of Perfect Voice Office Pro's Voice Mail features include
Voice Mail system and Mailbox Management through the Handset, Class of Service flexibility, dial-by-
name directory and Caller ID.
Administrator Functionality
A number of functions are available to the system administrator, both through the handset and on the
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voice mail screen.
Handset Functionality
Although modifications can be made directly through the Administration screen, the system administrator
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also has the option of making changes directly through the telephone handset. Some of the functions that
the system administrator may perform over the telephone handset include the following:
§ Adding and deleting mailboxes
§ Activating or deactivating Class of Service options
§ Changing system parameters
§ Recording system prompts or company greetings
§ Setting holidays
Additionally, the system administrator has remote access capabilities, which means that all of the
functions described above can be maintained from another location entirely.
Customized Classes of Service
A Class of Service defines features and functions for
mailboxes assigned to that specific Class of Service.
Up to 99 Classes of Service may be created, providing
the flexibility to configure specific functions for
different personnel. Storage options, notification
options, transfer options, and mailbox options are
listed in classes of service, and each mailbox is
assigned to a class of service where any combination
of options may be activated or deactivated. The system
may be customized for a specific office or application.
For example, multilingual Classes of Service may be
created to meet the needs of a multicultural staff or
customers. Different Class of Service configurations
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can even be created for executive mailboxes, guest services for hospitality packages and offsite Users
who aren't physically at the location.
Storage options include maximum number of messages, maximum message length and maximum
greeting length, as well as number of days to save new and old messages.
Notification options include the ability to receive notification via message lights, pager, or telephone, and
options to allow or deny outcalling and long distance dialing.
Transfer Options include Call Screening, Call Forwarding, Call Blocking, Busy Hold, Call Queuing, or
paging capabilities, either before the call is transferred or after the caller has reached the mailbox.
Mailbox Options include such features as directory options, distribution list options, tutorial options,
language options, and login/logout options.
Mailbox Maintenance
Creating and maintaining user mailboxes has never
been easier. From one screen, the System
Administrator may create, delete, and configure user
mailboxes. The System Administrator can enter
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information about the user (name, company,
department), assign the user to a particular Class of
Service, and create, view, or edit the user's
notification schedules or distribution lists.
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The "Personal Options " tab allows the System
Administrator to specify the user's personal
operator, control whether the time and date stamp
plays after every message, select the message
playback order, activate the new user tutorial,
authorize the user to use a Windows PC to manage
their mailbox (Desktop Interface), specify a DID Trunk, and specify the active greeting for the user's
mailbox.
The "Transfer Options " tab allows the System Administrator to activate or deactivate the user's transfer
option settings such as call screening, call queuing, call blocking, pre-transfer paging, post-transfer
paging, logged in, call forwarding, voice menu, and message notify settings. The "Message
Forwarding" tab allows the user's messages to be forwarded to another mailbox. The "Alternate
Spelling" tab allows up to four different alternate spellings (the first three letters) for the user's name to
be used in the company directory. The "Other Options " tab enables E-Mail and Fax Mail options for the
user. The "LAP Options " tab specifies local area paging information for the user.
Additional Mailbox Options
Some additional options that are available to Users and are set by the system administrator include the
ability to:
§ Assign a personal operator different from the company operator for a caller who reaches the
mailbox and presses 0,
§ Play time and date that messages were received, as well as the attached Caller ID, if applicable,
§ Play back messages in ascending (from first message to last) or descending (from last message to
first) order.
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Individual mailboxes can be assigned a pre-determined time to automatically log in or out of the voice
mail system, or can be logged in or out on the fly. Mailboxes can be given the option to permit recovery
of deleted messages, confirm deletion of messages, and record conversations. A special Shared Mailbox
feature smoothly handles situations where more than one person share a phone, and mailboxes can be
created without any extension assigned. The potential mailbox configurations are almost unlimited.
Handset Functionality
If the Desktop Interface is not implemented, Users still have control over their mailboxes through the
telephone handset. Some of the settings that can be controlled directly through the handset include:
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Playing of messages with options to:
· Save the message
· Delete the message
· Review the message
· Reply to the message
· Forward a copy of the message to another User, list of Users, or an AMIS site, with or
without added comments
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Classifying messages as standard, certified, or urgent before sending
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Listening to message time and date
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'
Controlling of message playback (rewind, pause, fast-forward, and skip the message).
Inside the mailbox, the following options are also available:
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Recording personal greetings; these greetings include:
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· Personal greeting
· Busy greeting
· Gone home greeting
· Name prompt
· Up to 99 optional greetings that can be activated at any time
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Maintaining up to 10 notification schedules to allow notification of messages through a beeper or
telephone in the office, home, or car
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Maintaining distribution lists; up to 99 distribution lists can be created per User with an unlimited
number of members per list.
Transfer options such as call queuing and auto forwarding can be changed, mailbox passwords can be
changed, and Users can log in or out of the Perfect Voice Office Pro system at any time; when logged out,
the mailbox "Gone Home" greeting becomes active and the User's telephone does not ring.
Some optional features include the ability to recover messages that have been deleted on that particular
day, and the ability to retrieve callers who are currently leaving a message in a mailbox by interrupting
their recording and transferring them to the User's telephone.
Telephone Interface
When Users access their mailbox, voice prompts guide them through available options. These options are
categorized into different menus and submenus that may be accessed using the telephone keypad.
Following are some of the available menus. Refer to the "Perfect Voice Office Pro User Guide" for a
more detailed description of these menu options and additional submenus.
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February, 2003
General Description 11
Main Menu
Message Menu
Record Menu
1
Listen to New Messages
1
Save Message
1
Create/Review No-Answer Greeting
2
Listen to Saved Messages 2
Replay Message
2
Create/Review Busy Greeting
3
Send a New Message
3
Play Time/Date Stamp
3
Create/Review Gone Home Greeting
4
Erase Message
4
Create/Review Name
4
Mailbox Options
5
Forward Message
5
Create/Review Optional Greetings
5
Login/Logout
6
Reply to Message
6
Set Your Active Greeting
6
Un-Erase Messages
7
Rewind Message
8
Recall Caller from Voice Mail
Notification Menu
8
Pause Message
1
Add a Notification Schedule
9
Play Active Features
9
Fast Forward Message
2
Review all Schedules
0
Return to Auto Attendant
#
Skip to Next Message
3
3 Change an Existing Schedule
4
Delete an Existing Schedule
Mailbox Options Menu
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5
5 Turn Notification On or Off
1
Record Greetings
2
Notification Options
Call Transfer Menu
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3
Call Transfer Options
1
Turn Call Blocking On/Off
4
Change Auto-Forwarding
2
Turn Call Screening On/Off
5
Distribution List
3
Turn Pre-Paging On/Off
9
Change Password
4
Turn Post-Paging On/Off
5
Turn Call Queuing On/Off
6
Turn Call Forwarding On/Off
Voice Mail Processing Flowchart
Directory Structure
Callers who access the Directory either from the Auto Attendant or within a Voice Menu have the option
of spelling the first three letters of the User's first/last name, or choosing a name from a global or
company list. Multiple occurrences of the same name are also handled smoothly, as another directory
level prompts for the selection of the right match by playing a list of names that match the selection.
Tutorial
When Users first enter their mailbox, they are greeted with a tutorial. This tutorial welcomes the User and
assists in recording the main four prompts personal greeting, busy greeting, gone home greeting and
name recording. The tutorial also prompts for a new password and for the first three letters of the User's
name on the telephone add the name to the company directory. Additionally, the system administrator
may select an option that requires a User to complete the tutorial before being permitted to pick up
messages. The provision of a built-in tutorial makes Perfect Voice Office Pro easy to set up and manage.
It automatically teaches Users about their mailbox, and is automatically implemented upon mailbox
creation.
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Release 4.5
February, 2003
General Description
12
C T I F u n c t i o n a l i t y B r i n g s V i s u a l M e s s a g e a n d C a l l
M a n a g e m e n t t o t h e D e s k t o p
The Desktop Interface gives full mailbox control at the desktop or mobile PC through a simple, easy-to-
use, GUI interface that can reside on a PC. The Desktop Interface is a friendly "point-and-click" way to
handle all messaging needs. Every call, every fax, every voice mail....all can be managed right from the
PC screen - with an easy click of a mouse. The Desktop Interface facilitates the maintenance of and real-
time changes to the User's mailbox, as well as provides call and message-handling capabilities, right at
your desktop. Users can change mailbox status, record or assign different greetings, set up notification
schedules and distribution lists, listen to messages, tag notes to messages, save, delete, archive, reply to
and forward messages, without ever touching the telephone.
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Visual Message and Call Management
Login and Go!
Users may log into Perfect Voice Office Pro from anywhere on the
network and have complete access to their mailbox. A User at one
location can log into a number of different mailboxes, providing that the
mailbox password is known. This is convenient for Users that need to
pick up messages from general delivery mailboxes. Additionally, Users
can log into their own mailbox from any Desktop client on the LAN.
Users may log in to Perfect Voice Office Pro at another User's desk by typing a forward slash (/)
followed by the other User's mailbox number. For example, to log in to mailbox 250 at 270's desk, type
a forward slash (/) followed by 250 in the Mailbox field and enter the password. In the Use Ext. field,
270 would be typed. Users may also pick up calls at another desk while logged in. The Caller ID "pops
up" on the PC.
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Release 4.5
February, 2003
General Description 13
Multiple Languages on the Desktop
Now all international customers may be supported in their
language of choice, allowing businesses to communicate
globally. Perfect Voice Office Pro offers a sophisticated
multilingual feature that makes it the perfect product for today's
global economy. Perfect Voice Office Pro and the Desktop
Interface can communicate in many different languages,
providing customers with the corporate services traditionally
found in only large corporations.
At the mailbox level, Users can record multiple greetings in multiple languages in order to greet callers in
their selected language. The Desktop Interface can also be configured so that the information on the
screens appears in the User's language of choice. This language selection is chosen at the time of login, so
altering as necessary is simple.
Mailbox Management from the Desktop
Users can control all mailbox functions allowed in their Class of
Service from their PC with a click of their mouse. From the
Main Menu users may view information about their mailbox and
access additional features. Users may view the number of new
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and saved messages in their mailbox. The system automatically
changes the user's greeting if they change their status to "In
Office", "Gone Home", or specify a "Back at" time. Users may
activate message notification, message forwarding, or designate
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how messages are played back over the telephone. In addition,
users may change Call Transfer settings, create and maintain
Distribution Lists and Notification Lists.
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Release 4.5
February, 2003
General Description
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Record Personal Greetings
Users may record all the greetings for their mailbox
from the Greetings screen. The tutorial guides the first-
time user through the recording of the name and the
three default greetings (No Answer, Busy, and Gone
Home). The No Answer greeting plays when the user
is logged in to the system but he or she does not answer
the telephone. The Busy greeting plays when the user
is on the telephone. (This feature is supported only on
certain telephone systems.) The Gone Home greeting
plays when the user logs out of the system, typically at
the end of the working day. If the Current Greeting is
"Default", the Perfect Voice Office Pro system plays
the No Answer, Busy, and Gone Home greetings based
on the status of the user. Users may record 99
additional greetings, which may be activated at any
time. If the system has Caller ID, users may "map" a caller to a specific personal greeting.
Record and Send New Messages
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Users just have to click the Compose
button to record a new message. They
may send messages to other users,
distribution lists, or AMIS network sites
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anywhere in the world. The buttons at the
top of the screen are used like a tape
recorder to record the message. Users
may review the message before sending it.
They may also adjust the volume at which
their own voice is heard. Messages may
be labeled Certified or Urgent by selecting
the appropriate box on this screen. (This
same screen appears when users reply to a
message sent by another Perfect Voice
Office Pro user. The sender of the
message is automatically listed as a destination.)
Send Instant Text Messages to Anyone on the Network
Using the LANTalk or LAPTalk feature, one Desktop
Interface User can send text messages to another User's
desktop screen (LANTalk) or, if Local Area Paging is
installed, to an alphanumeric pager (LAPTalk). Users may
enter up to 120 characters per message. LANTalk provides the
convenience of Internet instant messaging but with the added
control and security required in a corporate setting.
Perfect Voice Office Pro
Release 4.5
February, 2003
General Description 15
See all Message Information
The Perfect Voice Office
Pro Desktop Interface
displays the messages that
are stored in the user's
mailbox. Users can see all
the information about their
messages from one screen.
Users may create new
messages, reply to
messages, or forward
messages to other users.
Messages may be stored in
the new, saved, deleted,
outgoing, or archived
folders. In addition, users
may add notes to messages
or search for previously
saved messages.
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Listen to Messages
To listen to a message,
double-click the message or
highlight the message and click the Play button. The playback buttons function like a tape recorder.
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Users may listen to messages through their PC speakers or their telephone. The volume or speed of the
message playback may be adjusted. If the message is a fax, the default fax viewer displays the fax
message. Once the fax is opened, it can be saved, printed, or forwarded.
Store Messages in Folders
Messages may be stored in the New, Saved, Deleted, and Archive folders. Saved messages are stored in a
saved folder for a specific period of time determined by the System Administrator. Ten folders (which
may be renamed) are available for storing saved messages. Archived messages remain in the user's
mailbox indefinitely. There are also ten available folders (which may be renamed) for archived messages.
Save Messages as WAV files
Users may save a message as a WAV file by right-clicking the highlighted message and selecting Save
As. The WAV file may be saved anywhere on the network or floppy diskette. Users may then insert the
WAV file into an e-mail message or presentation.
Add Notes to Messages
Users may type any notes they wish to make about a message. A name, company, telephone or fax
number, subject, and comments may be entered. When the user types in a name, it is automatically added
to their "Contacts" list. The user may assign the message to a pre-defined Contact or create a new one.
The Export button allows the notes to be saved as a text file. All notes, the notes in Find, or only the
notes for the selected message may be exported.
Search for Messages
Messages may be searched for by date, first name, last name, or company by clicking the Find button or
the Find Results folder.
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Release 4.5
February, 2003
General Description
16
Control Incoming Calls Using Caller ID
With Caller ID, Perfect Voice Office Pro notifies Users of every incoming call with a Caller ID screen
pop. When Users are "logged in" to the Desktop Interface, the Caller ID screen "pops up" on the PC
monitor before their telephone rings, allowing effective management of all calls. Since the voice mail
server is controlling the Caller ID information, the Desktop Interface acts as a third party call control
device, (through allocating the voice mail server to act as a Caller ID agent). This architecture eliminates
the need to add expensive TAPI devices at each terminal.
Through the Desktop Interface, Users are informed of who is calling through a Caller ID form that pops
up on their desktop. If a PIM (Personal Information Manager) is specified, such as Outlook or GoldMine,
the contact information also pops up based on the incoming telephone number. The PIM packages
currently supported are Act!, Goldmine, Maximizer, and Outlook. The built-in ActiveX script allows
custom integration with any OBDC-compliant database or application.
Several options are available for each call:
§ Answer: Take the call now before it goes to voice mail.
§ Record: Record the conversation by clicking the "Record" button at any time during the call.
§ Take Message: This option sends the caller to the User's mailbox. Users may designate which
personal greeting they want the caller to hear.
§ Transfer: Transfer the caller to another extension.
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§ Hold: Place the caller on hold for a specified time (30 seconds, 1, 2, or 3 minutes).
§ Recall: Retrieve a caller from the mailbox while they are leaving a message.
§ Contact: Assign a contact to incoming calls from the Caller ID screen.
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§ Dial: Dial the highlighted number from the Caller ID screen.
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General Description 17
Caller ID can be received through any one of the following methods, depending upon the telephone
system:
§ Caller ID box such as Rochelle or Zeus
Receiving Caller ID via a Caller ID Box
§ Telephone Integration, including Inband
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Receiving Caller ID via SMDI Interface
§ Telephone Integration, including SMDI
Receiving Caller ID via Inband Integration
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General Description
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Create and Maintain a List of Contacts
Perfect Voice Office Pro Desktop
Interface allows Users to create and
maintain a list of contacts. In
addition, Perfect Voice Office Pro
creates phone book entries for each
incoming call. Users may then
assign names to these entries and
add them to their contacts list. Users
may add new contacts, edit the
properties of a contact, or dial a
contact's number. They may also access the phone book from this screen.
The name, company name, position, department, e-mail address, and telephone numbers may be entered
for each contact. Users may map greetings based on Caller ID. Each time this contact is sent to the user's
mailbox, the caller hears the greeting specified by the user. Users may also specify a particular WAV file
that will play when they receive an incoming call from this contact.
Phone Book
The Phone Book keeps a record
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of incoming calls through a
temporary database store that is
cleared out each time Perfect
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Voice Office Pro is restarted.
From this list of calls, a new
contact can be assigned to each
call, or the call can be
associated with an existing
contact. This is also a convenient tool for a User that has a number of calls being handled at once; the
Phone Book means that he/she doesn't have to associate each call immediately, but can associate the calls
at a later time, if desired.
From the Phone Book, Users can automatically call a number back by highlighting the record and
pressing the Dialer button.
Contact Manager / PIM Integration
Users may set up their desktop so that when they receive an
incoming call from the auto attendant, the system matches the
Caller ID to a record in the contact database they have specified
(Microsoft Outlook, Act, Goldmine, Multiactive Maximizer) and
the record automatically "pops" up on their screen, usually
before their telephone even rings. If no match is found, Users
may set it up so that Perfect Voice Office automatically adds the
caller to their database.
Custom PIM Integrations are Available
The built-in ActiveX script allows custom integration with any
OBDC-compliant database or application, further enhancing
communication. (About 90% of existing database applications are OBDC-compliant.)
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Release 4.5
February, 2003
General Description 19
U n i f i e d C o m m u n i c a t i o n s - - T h e A l l - I n - O n e S o l u t i o n
The addition of the final layer to the voice mail scenario results in an all-in-one solution that combines
voice, data and fax in one convenient location. Perfect Voice Office Pro is more than just a Unified
Messaging system - it is a Unified Communications system. Unified Messaging is the integration of
voice, e-mail, and fax into a single inbox for message retrieval and management. Unified
Communications is Unified Messaging plus the ability to retrieve and manage messages in real-time.
The TCP/IP connection that allows the voice mail to communicate with the desktop computers also
provides the connection to the network server, which, in turn, is the voice mail gateway to the e-mail
server. When Users receive a new voice or fax mail message, Perfect Voice Office Pro automatically
sends the message to the network mail server, which delivers the voice or fax message as an e-mail
message to the User's resident inbox.
This connection also permits connectivity to remote laptops over the Internet, and the delivery of faxes
right into the User's mailbox.
Adding this layer of network connectivity to the already existing layers of PBX support and visual
message management using the Desktop Interface is the final step to achieving the all-in-one
communication solution.
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Manage Messages in Real Time Unified Communications: The All-in-One Solution
The advantage of a unified communications system is its ability to remove media specific barriers to
communication. The unified communications capability of Perfect Voice Office Pro can optimize the
delivery of voice and fax messages by centralizing the delivery location, allowing Users to manage e-
Perfect Voice Office Pro
Release 4.5
February, 2003
General Description
20
mail, fax mail, and voice mail messages from one mailbox. It can also synchronize Users and messages
over a broad range of platforms, permitting Users to access their messages from a single location and
have all actions reflected in the other connected message servers.
Perfect Voice Office Pro supports Unified Communications using one of two possible methods:
1. Groupware using MAPI (Messaging Application Programming Interface)
2. MSS (Message Synchronization Service) - see page 22.
While MAPI is a basic unified communications method using e-mail integration, MSS is an advanced
method of unified communications that synchronizes various messaging servers in different locations.
Groupware
Groupware is an optional software package that upgrades Perfect Voice Office Pro to a full, unified
communications platform. This added functionality allows Users to manage voice, email and fax
messages from any popular email client like MS OutlookTM, MS ExchangeTM, Lotus NotesTM, Novell
GroupWiseTM etc. Perfect Voice Office Pro Groupware allows the Perfect Voice Office Pro server to be
networked with the network server and integrate with an existing PBX system. If Groupware and MS
OutlookTM are used, Users will have quick access to messages as well as synchronization with their voice
mail.
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Groupware Player
A free proprietary player (Groupware Player) can be downloaded which enables Users to listen to and
distribute their voice messages from anywhere on the Internet. The voice messages are compressed to a
manageable level. (The file size of a WAV- based, 60-second message is approximately 3.0 MB or more,
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while the Groupware Player file size is only 200KB for a 60-second message.)
Voice and Data Integration
With MAPI, voice and fax messages can be delivered directly to the Perfect Voice Office Pro SMTP
server. It is not necessary to install an e-mail client such as Microsoft OutlookTM on the Perfect Voice
Office Pro system. Perfect Voice Office Pro allows integration of voice and fax messages into any
MAPI compliant or SMTP/POP3 mail server so Users can retrieve an entire suite of message types using
a single application.
Users can listen to voice messages directly from their Inbox using the Teleco Message Player/Groupware
Player/Outlook Player from any location at a desk, on the road or in the air. Similarly, Users can open
faxes directly on the desktop using a default or specified fax viewer. The caller's telephone number can
be tagged to the voice and fax messages, if available, so Users know exactly where the message came
from. Voice and fax messages can then be forwarded to anybody that can receive e-mail, or dragged and
dropped into a task or calendar function.
Users can broadcast voice and fax messages over the Internet and deliver them directly to recipients, and
send messages from remote locations using the telephone. Infrastructure is decreased as now a single
application can provide voice, e-mail and fax. Productivity is increased because dissimilar message types
can now be retrieved via one interface.
Customize the View
Users can customize the view of their mailbox at any time for example, group all voice mail messages
together or arrange messages in order of priority. Users can also see at a glance who the message is from,
a subject header, priority and time received.
Perfect Voice Office Pro
Release 4.5
February, 2003
General Description 21
Listening to a Voice Mail Message Via E-Mail
To listen to a voice message from an e-mail package, simply double-click the message from the inbox,
and then double-click the icon to play back the message over the PC speakers. A variety of playback
controls are available to fast forward or rewind the message, increase and decrease its volume, stop and
resume playback. Once the message is listened to, it can be moved to a folder, saved, deleted, replied to,
or forwarded to individuals or distribution lists. If the MAPI method for Unified Communications is used,
the message is in a compressed, rather than a WAV, format and the Teleco Message Player is launched.
This utility is provided free of charge and is available on the Internet on www.Teleco.com. If the MSS
method is used, the message is in a WAV format and the Teleco Message player is not required.
If Outlook is the e-mail package of choice, then the Outlook Player that plays the message is launched
automatically when the e-mail is double-clicked. Furthermore, with the Outlook Player installed on the
local network, a message that is deleted in the Outlook form is also deleted in the Perfect Voice Office
Pro mailbox, offering a degree of synchronization.
Receiving Messages Via E-Mail
When Users receive a new voice or fax mail message, Perfect Voice Office Pro automatically sends the
message to the network mail server. Users may retrieve all voice, fax and e-mail messages from their
Inbox. The same voice mail message is also placed in the Perfect Voice Office Pro Desktop Interface
Messages screen. The System Administrator can schedule the times of day that voice and fax mail
messages are sent to e-mail.
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For example, suppose a customer needs to contact a User while he or she is away from their telephone or
in a meeting. To ensure that the message gets sent, Perfect Voice Office Pro involves two server
components the voice mail server component and the e-mail server component. Following is the
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scenario that unfolds.
1. The caller enters the User's extension at the automated attendant. Then the voice mail, in
conjunction with the PBX, transfers the caller to the extension. However, the User is unavailable.
2. The voice mail server component returns to the caller and forwards the caller to the User's
mailbox, where they hear a personal greeting prompting them to leave a message.
3. The caller leaves a message and hangs up.
4. The voice mail server component composes an electronic mail with the voice message appended
as an attachment and forwards it to the e-mail server component, where it waits until further
access.
Receiving and Viewing a Fax Mail Message from E-Mail
Users may view fax messages from their e-mail inbox by double-clicking the message. The default fax
viewer that opens fax files is then launched (another application of choice can be specified as the default
fax viewer). Once the fax is opened, it can be saved, printed, or forwarded.
Remote fax retrieval is made possible using three Perfect Voice Office Pro components the voice mail
server component, the e-mail server component, and the fax-processing component. Following is the
scenario that unfolds.
1. The Perfect Voice Office Pro server receives the incoming fax transmission via the fax-
processing component, the integrated fax card.
2. The voice mail server then routes the fax to the appropriate fax mailbox.
Perfect Voice Office Pro
Release 4.5
February, 2003
General Description
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3. The voice mail server component then composes an electronic mail with the fax message
appended as an attachment and forwards it to the e-mail server component, where it waits until
further access.
4. The User retrieves all the messages from the e-mail server component (or the e-mails are
delivered automatically, immediately upon receipt).
5. The User opens the fax at their desktop, and may print it.
Message Synchronization With MSS
MSS (Message Synchronization Service) is a revolutionary technology that seamlessly integrates all
messaging platforms and wireless applications, maintaining them in a synchronized state. MSS can link
more than one fax server, voice mail server, e-mail server, and other applications each with the same User
accounts, together on a system and link them remotely over TCP/IP, allowing the server environment to
be scaled to any size.
The software uses a centralized MSS server and a set of MSS connectors to connect particular messaging
servers to the MSS server. The MSS server software is installed on the MSS Server. The MSS
Connector is activated on the Perfect Voice Office Pro system. MSS Connector application(s) are
installed on the appropriate e-mail servers or wireless devices, including Lotus Notes R5 or above,
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Exchange 5.5, Exchange 2000, Blackberry devices and the wireless Palm. The MSS platform provides a
published SDK to allow any application such as CRM, ERP and messaging solutions to integrate with one
another in a completely converged environment. With the e-mail services, Users can integrate any fax
application or server into the telephony interface.
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MSMQ Guarantees Message Delivery
MSS is facilitated using the transport protocol MSMQ (Microsoft Message Queue), a Microsoft
technology developed to guarantee message delivery. Using MSMQ to keep any number of the MSS
clients informed of any changes ensures that each client (server) remains synchronized with the other.
MSS permits Users to retrieve messages via fax, voice mail or e-mail and make any modifications to their
mailbox, folders, etc., and have those modifications reflected in all other message stores, providing full
synchronization. MSMQ is a reliable transport infrastructure, providing the foundation for a reliable
solution.
Full Synchronization
MSS provides complete information about any changes to any of the servers' User information, folder
structure, and messages. Servers that are connected to MSS are notified through a DLL residing on the
local machine of these changes. These servers also inform MSS of any changes that occur within their
own environments.
The changes (or functions) that MSS tracks for each connector are:
§ User Functions: Any additions, modifications, or deletions of User accounts are synchronized
on all linked servers. For example, when a new Exchange account is created and the fields on the
MSS tab are completed, a new mailbox is automatically added to Perfect Voice Office Pro and
vice versa.
§ Folder Maintenance Functions: Any creations, deletions, renaming, copying or moving of
folders that support folder management are synchronized on all linked servers.
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General Description 23
§ Messaging Functions: Any additions, deletions, modifications, moving or copying of any
messages are synchronized on all linked servers. This includes all voice, fax and e-mail messages,
but can also include all Contacts, Tasks and Journals, etc.
Users Define:
§ How many servers will be synchronized
§ The accounts that will be synchronized
§ The information that will be synchronized for each account
MSS Advantages
Server configurations that use Microsoft Exchange servers alone to store messages are subject to its
instability issues. These servers cannot function properly as stand-alone units and their performance is
limited by the MS-Exchange Server storage and its interface. Additionally, the necessity for each server
to access the Exchange Storage for transactions drastically slows performance.
§ MSS makes use of MSMQ to maintain a database of all transactions that occur between the
clients, while still allowing each server to function as a stand-alone unit. If a connection is
broken between any of the linked servers, data integrity is maintained. All relevant information is
preserved and then sent to the server as soon as the connection is re-established. In addition,
applications can be easily changed and mixed environments are easily maintained. For example,
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to change from a Microsoft Exchange Server to a Lotus Notes server, only the correct MSS
connector has to be installed on the Lotus Notes server. Both servers may be connected to MSS
simultaneously.
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§ Allowing each server to use its own message store significantly increases server performance.
§ The implementation of MSS in a Microsoft Exchange Server environment ensures that messages,
folders, and user accounts are synchronized across all applicable servers. For instance, when an
Exchange Client updates their Exchange mailbox using Microsoft Outlook by adding folders,
contacts, tasks, etc. MSS will be notified and can pass on these events to any product that is
written to work with the MSS application. Synchronizing MS Exchange with Teleco's line of
voice and fax products allows Users to access their voice and fax messages as well as e-mail
messages in any message store, whether it is their voice mailbox, MS-Exchange Client or Lotus
Notes Client, etc.
§ This type of integration increases the flexibility of every server in that the server environment can
be customized and scaled to meet needs.
Listen to Email Messages Over the Telephone
Perfect Voice Office Pro, with MSS, also provides text-to-speech capability. When Users access their
mailbox over the telephone and listen to messages, they hear not only their voice messages, but the text of
their email messages as well. Perfect Voice Office Pro plays "Email Message" and reads the text of the
email message. When RealSpeak is used for text-to-speech, the following languages are supported:
English (American and British), French, German, Italian, Chinese (Mandarin), Cantonese, Korean,
Japanese, Portuguese (Portugal and Brazil), Dutch (Netherlands and Belgium), Norwegian, Spanish
(Castilian and Mexican), and Swedish.
Single-Point Message Retrieval
MSS can link more than one fax server, voice mail server and e-mail server, each with the same user
accounts, together on a system and link them remotely over TCP/IP. Therefore, users who have an
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Release 4.5
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General Description
24
account in different locations can call one location and retrieve messages or manage their mailbox, and
have the changes reflected across every related messaging server.
Support of Different Naming Conventions
Many times, accounts are identified differently on different servers. For example, a user named Bob
Green may be identified on a voice processing server as mailbox 500, but identified on the mail server as
bgreen. MSS recognizes and accommodates this difference.
Customized Environment
Using MSS, the unified messaging environment can be customized to meet requirements by linking a
minimum of two local servers on the MSS application, to a maximum of twenty servers in different
locations around the world. Using the globally accepted TCP/IP protocol, maximum flexibility can be
accomplished.
Using a Centralized Queue Server
MSMQ software itself also uses centralized queue server (primary enterprise controller) and set of
MSMQ clients (actually there are two types of clients -- dependent and independent -- but only
independent clients can be used with MSS). Due to using MSMQ, it is necessary to install and configure
TCP/IP services on each machine that runs MSS software. All machines should be configured to use DNS
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name resolution.
Typically MSS server and MSMQ primary enterprise controller are executed on the same computer that
belongs to some Windows NT domain or acts as a PDC or BDC for the domain. Messaging servers and
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MSS connectors can be executed on those computers that belong to same domain as the computer that
runs MSS server or to any other domain. Each machine that has MSS connector installed should run
MSMQ independent client connected to MSMQ primary enterprise controller.
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General Description 25
F a x P r o c e s s i n g C a p a b i l i t i e s
The fax processing capabilities of Perfect Voice Office Pro are referred to as Fax Services and are
comprised of fax detection and routing, Fax on Demand, Fax Mail, and FaxLinX server. Both Fax on
Demand and Fax Messaging use a Gammalink Board that supports 2 or 4 ports. The FaxLinX server adds
outbound fax to the other Perfect Voice Office Pro fax services.
Fax Detection and Routing via Automated Attendant and Mailbox
Perfect Voice Office Pro automatically detects an incoming fax at the automated attendant and routes the
incoming fax to a system mailbox. The system can even identify a fax tone at the mailbox level. This
eliminates the need for 2 DID numbers, one for voice and one for fax. When a call is forwarded to User's
mailbox, the system can determine whether or not it is a fax during the personal greeting.
Fax Mail
Fax Mail allows Users to handle fax messages just like voice messages. Customers, suppliers, and
contacts can send private and confidential faxes directly to the User's mailbox rather than a generic fax
machine. Users can access these fax messages via the telephone interface, Desktop Interface, unified e-
mail mailbox, or from anywhere on the Internet. Fax messages may be printed, saved, deleted, or
redirected to another fax machine. Users can receive faxes by various means (see figure below):
1. Callers may press a digit within the mailbox to identify that they want to send a fax.
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2. Perfect Voice Office Pro will automatically detect an incoming fax at the automated attendant and
route the incoming fax to a system mailbox (2a). The system can even identify a fax tone at the
mailbox level (2b). This eliminates the need for 2 DID numbers, one for voice and one for fax.
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When a call is forwarded to a mailbox, the system can determine whether or not it is a fax during
the personal greeting.
3. Faxes can be sent directly to the system's fax boards. These faxes may be left in a system
mailbox, which can be accessed over the network or over the telephone.
4. Faxes can be sent to the FaxLinX server.
Receiving Faxes via Fax Mail
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Fax On Demand
With Fax-on-Demand, callers requesting written information on a company, products or services can get
the information faxed to them quickly and easily by selecting fax documents options from the Main
Company Greeting. Fax files are set up in the voice mail one time for information that may be delivered
many times. Perfect Voice Office Pro receives the call and delivers the requested fax data using the
installed fax board. Requirements include installing one of the leading supported fax-boards to the Perfect
Voice Office Pro server, Fax-on-Demand software and having an additional ISA slot available within the
server configuration. Installation is supported in the Perfect Voice Office Pro Installation Wizard. Fax-
on-Demand offers the potential of superior customer service levels while saving significant time and
money for an organization that takes full advantage of its functionality.
Callers can request a specific document, or have a pre-defined document sent to them, at any fax number
they choose. Documents can be inputted into the voice mail system as a file in DCX, TIF, or ASCII
format, or scanned in through a fax machine.
For example, suppose a client calls a bus terminal to request the departure times for a specific route.
Following is the scenario that unfolds.
1. The caller, upon calling from any touchtone phone including touchtone or cellular phone, is
immediately passed to the Auto Attendant in the voice mail system.
2. Using a series of menus, the caller is prompted to select the desired bus route.
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NOTE: The menus could also be configured so that the client already knows the document
number to request, and is simply prompted for it.
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3. The caller enters the fax number to send the fax document to.
4. The voice mail goes through the telephone system and dials the fax number. Upon connection, a
copy of the fax document is sent to the fax machine.
Fax On Demand is an ideal feature for many organizations. Institutions such as education and government
can make applications and papers available that are highly requested. Additionally, any organizations that
wish to make physical directions available (such as maps), magazines that wish to make recipes and order
forms available, etc., technology organizations that wish to make bulletins available, racetracks that wish
to make the latest race information available, etc., can all use Fax On Demand to eliminate the need for
User intervention.
FaxLinX
FaxLinX is a powerful, high-volume document sending/receiving solution that reduces costs and
improves overall efficiency, thus eliminating the need to send faxes manually. FaxLinX provides real-
time document delivery from the desktop to fax machines, other Fax Clients, and the Internet by
managing the sending and receiving of faxes to desktops for multiple users at once. FaxLinX is comprised
of two major components: the Fax Server and the Fax Client. The Fax Server has a Fax Administrator
application that is run at the System Administrator's desktop. It allows centralized management of faxes
from one convenient screen. The Fax Client is an application that is installed on each user's computer.
The Fax Client application receives incoming faxes and assists Users when composing outgoing faxes to
one or more destinations.
Complete Fax Integration
FaxLinX provides complete fax integration. The FaxLinX suite of applications includes Fax Mail, Fax
Server, and IP Fax processing, which gives complete control over incoming and outgoing faxes. Fax Mail
stores incoming faxes electronically. FaxLinX acts as an active printer driver on the existing network,
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allowing Users to work in any program and send their document to the FaxLinX Server for distribution.
Just select "Print" from the application (such as Microsoft Word), select FaxLinX as your printer, and the
system prompts for the remaining information.
§ It isn't necessary to install a fax modem and telephone line on every workstation
§ Faxes can be sent from any computer on the LAN/WAN, as well as from any web page
Fax Technology
§ Internet based administration
§ IP routing to other locations for best cost-routing
§ Internet access for user accounts
§ Server side printing through TCP/IP
§ SMTP processing for jobs sent through TCP/IP
Fax Features
§ Automatically program receive fax options from a voice menu
§ Perfect Voice Office Pro automatically detects an incoming fax and routes the fax to a generic
mailbox
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§ Faxes can be directed to the systems fax board and left in a generic mailbox, whic h can be
accessed over the network or telephone
Notification
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§ The system will automatically notify a designated number or pager.
§ A message waiting light will be activated on the user's telephone.
§ Forward fax messages through email.
§ Faxes can be directed to a default fax number.
§ Users can designate any fax number to have faxes directed to, overriding the default number.
IP Enabled Fax Processing for Today's Business
Maintaining vast levels of efficiency is essential to attaining success. Companies today are always
searching for new ways to increase the speed of information, streamline business processes, reduce costs,
and improve their overall status. Now, more than ever, with e-mail, the Internet, and other new
technologies, the challenge to deliver information with speed, keeping in mind the volume of information
to be handled, is more apparent than ever before. The emergence of new technologies, such as the Internet
and e-mail, has brought Internet technology to the forefront of the software industry, including the Fax
industry. Faxing is still a critical means of communication, as it is necessary for global communications
when e-mail cannot be relied upon. Companies have come to depend upon Fax technology for the
immediate, reliable, simple exchange of documentation. The Internet does not replace fax; however, the
Internet is replacing standard telephone lines as the preferred medium for delivering faxes, causing an
increase in the demand for computer-controlled faxing relying on features/functions provided by Fax
Servers.
Why FaxLinX?
§ Fax Communications is still a growing form of information in modern business
§ Automating Fax infrastructure can save hundreds of dollars per employee
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§ The "paperless" office is still not a reality
§ Globally the number of people with access to Fax out-numbers the users with access to e-mail
Why FaxLinX over a Personal Fax Solution?
1. A personal fax solution requires a fax modem and telephone line to be installed on every PC and
telephone in the company. When using FaxLinX, faxes can be sent from any computer on the
LAN/WAN or even from a web page.
2. With FaxLinX, users no longer need to worry about dialing, fax connection, transmission status,
or setting retries. Simply send the document to the Fax Server and these functions are handled
automatically.
3. Document handling through a Fax Server is much faster than sending faxes over a telephone line,
saving time when faxing to a large list of recipients.
4. An additional advantage is that the fax equipment is shared and the control of all faxes is
centralized, making it simple for the Fax Administrator to monitor and maintain the faxes from
one location.
Fax Application Scenarios
The FaxLinX solution is valuable to businesses in a number of applications including the following:
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Distribution Functions
Use the FaxLinX solution to help circumvent the costly, time-consuming manual faxing or emailing of
bills-of-lading, shipping reports and other documents that must be transferred in large volumes to
customers and suppliers.
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Financial Services and Banking Industry
Use the FaxLinX solution to deliver loan origination documents to branches quickly and economically,
thereby facilitating the loan process. Additional applications include wire transfers, rate/fee compliance
and regulation compliance.
Manufacturing Industry
Use the FaxLinX solution to automate the many invoices and purchase orders that large manufacturing
plants, particularly those drawn-out chains, now send to trading partners by mail or fax.
Sales and Marketing
Use the FaxLinX solution to mass distribute promotions, sales and last minute changes and price lists
quickly in any Sales or Marketing department for any industry where quick reliance of sales and
marketing materials are depended upon.
Travel and Entertainment
Use the FaxLinX solution to deliver messages quickly and efficiently in hospitality businesses, informing
travel agents about last minute deals on vacation packages, confirming reservations, bookings and
delivering itineraries to customers.
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Minimum Requirements for Stand-Alone FaxLinX Server
Minimum Requirements
Platform FaxLinX version 2.7
CPU Intel Pentium 3, 1GHz
RAM 256MB RD RAM
Hard Drive 30GB IDE
CD ROM Required
VGA 32MB 4x AGP TNT 2 Pro
NIC 1x100 BaseT
Modem 56k v.90 min (remote maintenance)
OS Windows® 2000 ProfessionalTM/ Advance Server/ NT 4.0 SP2
Fax Cards GammaLink PCI series cards
S p e e c h R e c o g n i t i o n
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The speech platform for Perfect Voice Office Pro consists of two elements, Automatic Speech
Recognition (ASR) and Text to Speech (TTS). ASR uses advanced speech recognition technology
provided by Nuance®. An industry leader in speech recognition, Nuance deploys the largest number of
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speech-enabled systems around the world. Nuance 8.0 is the market's leading speech recognition software
designed to enable highly accurate, scalable and easy-to-deploy voice solutions ranging from automated
directory assistance, product ordering, and customer care to industry-specific applications including
airline reservations, brokerage and many more. With Perfect Voice Office Pro's built-in intelligent call
router combined with speech recognition, callers are routed quickly and efficiently to the appropriate
destination, improving time efficiency and increasing overall customer satisfaction. TTS utilizes the
RealSpeak (Scansoft) speech engine to convert text to high-quality speech. When coupled with MSS,
Users can listen to emails over the telephone.
Speech-Enabled Automated Attendant and Directory for External Callers
Callers may speak a User's name and automatic ally be transferred without dialing an extension. If the
caller speaks only a first or last name (for example, "Joe") or a name that has more than one match,
Perfect Voice Office Pro lists all possible matches. With Perfect Voice Office Pro's built-in intelligent call
router combined with speech recognition, callers are routed quickly and efficiently to the appropriate
destination, improving time efficiency and increasing overall customer satisfaction.
Speech-Enabled Company Directory for Internal Users
Perfect Voice Office Pro provides internal call routing to Users calling inside an organization. Users
simply press a button on their telephone, speak the name and are routed directly to the correct extension.
This is beneficial in large organizations where trying to remember a user's extension is next to
impossible! No more published directories, no need to change and update lists with new and deleted
users, staff can simply say the name and Perfect Voice Office Pro finds the person using the speech
engine.
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Multilingual Support
Perfect Voice Office Pro supports up to nine different languages concurrently, providing each customer a
tailored experience. When RealSpeak is used for text-to-speech, the following languages are supported:
English (American and British), French, German, Italian, Chinese (Mandarin), Cantonese, Korean,
Japanese, Portuguese (Portugal and Brazil), Dutch (Netherlands and Belgium), Norwegian, Spanish
(Castilian and Mexican), and Swedish.
RealSpeak Automatically Creates Mailbox Name Recordings
The RealSpeak (Scansoft) speech engine uses text-to-speech to convert names (entered in the first and last
name fields of the mailbox) to speech files. It will create speech files for voice menus and department
mailboxes, as well. These files may be used to create the company directory. RealSpeak, coupled with
MSS, also enables Users to hear the text of email messages over the telephone.
Listen to Email Messages Over the Telephone
Perfect Voice Office Pro, with RealSpeak and MSS, also provides text-to-speech capability. Two speech
ports come standard with MSS. When Users access their mailbox over the telephone and listen to
messages, they hear not only their voice messages, but also the text of their email messages in high
quality, crisp, clear audio. Perfect Voice Office Pro plays "Email Message" and reads the text of email
messages and tells if the email includes an attachment.
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Transfer to Extension while in Mailbox Voice Menu
With TTS, when a Voice Menu is set up in a mailbox that allows extension dialing, Users may transfer to
other Users on the system by speaking his or her name (or the mailbox name, such as "Sales") while in
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that voice menu.
W i r e l e s s I n t e g r a t i o n
Wireless Integration, along with MSS services, provides additional support for data and voice
communications. Quick and easy data connections enhance existing email, web browsing, and instant
messaging, while new features offer mobile phone functionality, including voice communication, SMS
text messaging, and unified communications. It is no longer necessary to install multiple software
applications on the network for different PDA users. Perfect Voice Office Pro wireless integration helps
increase productivity by providing mobile, real-time access to critical information, enabling Users to
spend less time at their desk waiting for important messages. Once the Wireless Server is installed, Users
can receive e-mail, voice mail, fax messages, tasks, and reminders from MS ExchangeTM/Lotus NotesTM/
& other IMAP based GroupWareTM servers on their mobile device, wherever they are.
Supported Devices
Currently the following devices are supported:
§ Research in Motions Blackberry devices
§ Palm OS based devices
§ Pocket PC based devices
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SMTP Services
Perfect Voice Office Pro has an embedded IMAP/POP3/SMTP server. This enables the Perfect Voice
Office Pro to deliver message events to internet-enabled devices. This means Perfect Voice Office Pro is
not dependent on the internal mail server for delivery. Wireless delivery can be offloaded from the in-
house Groupware server to Perfect Voice Office Pro. Users may select what elements they want
delivered (i.e. voice, fax, text). Under this mode it only provides message delivery and offers no
synchronization function unless an IMAP client is used on the device, (i.e. pocket outlook) or MSS. Users
may create a list of email addresses to have message events delivered to and schedule when and where to
deliver the events. (MAPI must be enabled for the SMTP server to function.) The following can be
delivered under SMTP mode: new voice messages, new fax message, forwarded messages, text
messages, and message notification [Short Message Service (SMS) Mode].
MSS
MSS (Message Synchronization Service) links all voice, fax and e-mail products. Providing a
comprehensive API (Application Programming Interface), MSS allows products from any manufacturer
to easily synchronize. Perfect Voice Office Pro's MSS Infrastructure creates an MSS connector for each
wireless OS (i.e. PALMTM, BlackberryTM, Pocket PCTM, etc.). The MSS connector application must be
installed on the device. It is not necessary to install MSS on the User's desktop. It supports message
encryption for security purposes and puts the message and synchronization management in the IT
managers control while allowing Users the flexibility on what they want synchronized. The need for
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cradles and client-side synchronization software on the User's desk is completely eliminated.
The changes (or functions) that MSS tracks for each connector are:
§ User Functions: Any additions, modifications, or deletions of User accounts are synchronized
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on all linked servers.
§ Folder Maintenance Functions: Any creations, deletions, renaming, copying or moving of
folders that support folder management are synchronized on all linked servers.
§ Messaging Functions: Any additions, deletions, modifications, moving or copying of any
messages are synchronized on all linked servers. This includes all voice, fax and e-mail messages,
but can also include all Contacts, Tasks and Journals, etc.
MSS Supported Devices:
§ RIM Blackberry Devices: In the MSS profile, Users can set the elements they want
synchronized. Sent items may also be added in the schema. Supported Blackberry devices
include RIM 850, RIM 950, RIM 857, RIM 957, Blackberry 8510, and Blackberry 5820.
§ Palm OS Devices: Events on the Groupware account that you want to synchronize with the
device may be selected. All folders in the account may be synchronized synchronization is not
limited to the inbox. On the Palm device, an IMAP Groupware client is used that synchronizes
with all IMAP compliant mail servers. Supported PALM OS devices include Treo 180, Treo 270,
Palm VI Wireless, M500/515 Handheld, and I705 Handheld.
§ Pocket PCs: Outlook is the only application needed on the Pocket PC. Voice files are in WAV
format, GSM compression, which allows for simple industry-standard access and complete
compression. One minute of message is equal to 74 kilobytes. Perfect Voice Office Pro acts as
an IMAP client enabling real-time synchronization with wireless versions. Supported Pocket PCs
include Ipaq h3100, Ipaq h3600/3700, Jornada 567, Jornada 720, and NEC Mobile Pro.
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A M I S ( S i t e - t o - S i t e N e t w o r k i n g )
With AMIS networking, Users from different locations can communicate as if they are all on the same
voice mail system, whether they are in different buildings, different cities, or different countries. Audio
Messaging Interchange Specification, or AMIS, is a standard that enables voice-messaging systems
produced by different vendors to network or inter-network. The Perfect Voice Office Pro system is AMIS
-Analog compatible. The AMIS-Analog specification calls for the use of DTMF tones to convey control
information and transmission of the message itself in analog form. This means that the Perfect Voice
Office Pro system may be networked to other Perfect Voice Office Pro systems or with other vendors'
voice messaging systems that are also AMIS-Analog compatible.
This feature is especially useful for companies that have multiple locations. A User that wants to send a
message to the head office can do so as if they are sending an internal message from one mailbox to
another. Distribution lists can include entire AMIS sites, or specific mailboxes from different AMIS sites.
A User at one location can set up a mailbox in another location (referred to as a virtual mailbox, as it has
no physical extension), and then set up Message Forwarding to point to the mailbox on the original site.
This ensures that messages can be sent to this User easily by sending it directly, through a virtual
mailbox, or through a distribution list. Some additional advantages include:
Increased Productivity
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Users can respond instantly to messages from other AMIS-compatible voice mail systems over the world.
Users do not have to spend time looking up the phone numbers, dialing, waiting for an answer, and
possibly ending up in voice mail anyway. Perfect Voice Office Pro makes the call for them.
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Multiple Site Connectivity
Users can leave a single message to a number of Users at multiple sites.
Improved Contact with Vendors or Clients
AMIS improves communication with vendors or clients. They can get needed information without
additional phone calls. In addition, their personnel can disseminate information to multiple customers at
the same time with a single message. This message is sent to a private individual or system-wide
distribution list. This list represents a group of vendors or clients, which can be organized by customer
type, product category, or whatever grouping is most useful.
For example, if a User wishes to send a message from their location in San Francisco to a User in London,
this is how the scenario would unfold (refer to figure below):
1. The User creates the message, either through the handset or through the Desktop Interface,
entering (handset) or selecting (Desktop Interface) the site number and mailbox number of the
London office. In the example below, London is AMIS site number 2.
2. The User sends the message. This part of the process is now complete.
3. The voice mail system would then communicate with the PBX to go off hook and dial the pre-
defined telephone number associated with AMIS site number 2.
4. When the London office auto attendant answers, a handshake is established between the two sites.
The sending site (San Francisco) goes into play mode, while the receiving site (London) goes into
record mode, during which time the message is passed to the receiving voice mail system.
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5. The call is then deposited into the appropriate mailbox. The recipient can choose to respond to the
message, in which case steps 2 through 5 would be repeated.
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AMIS Configuration
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H o s p i t a l i t y / P r o p e r t y M a n a g e m e n t S y s t e m s
Integrated with the hotel's property management system, Perfect Voice Office Pro's Hospitality module
delivers superior and unique voice mail services to hotel guests, automating the hotel messaging system
with the front desk. Perfect Voice Office Pro hospitality brings personalized messaging into every room.
When a check-in function is performed on an extension, the mailbox is automatically logged in and the
tutorial is activated. The first time the guest calls into their mailbox they will be greeted with a welcoming
tutorial When a check-out function is performed, the mailbox logs out and automatically re-routes
messages that have not been deleted to another mailbox when they can still be retrieved. Callers can leave
detailed, private messages to the hotel guests they call. When the guest listens to their messages, the
messages automatically play, and the guest can save or delete the messages. This option may be changed
so that a default action, either save or delete can be applied after the message has been listened to. When
guests access their mailboxes, they have options to save, delete or review their messages and listen to the
time and date the message was received. Guests can be checked in based on their language preference and
listen to the voice mail commands and options in their language of choice. Housekeepers can call in a
room and leave the room status. Also LAP (Local Area Paging) can page house keeping through the hotel
over a wireless transmitter. This eliminates any overhead paging, and staff can be found and delivered a
message at any time. Perfect Voice Office with PMS offers automated wake-up calls with snooze
capabilities. Perfect Voice Office Pro can maintain mail for checked-out guest or priority customers or
provide personalized fax messaging for preferred hotel guests.
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Speech recognition for routing calls is also valuable in the hospitality setting. Callers only have to speak
the guest's first or last name at the auto attendant to be transferred to the room. This reduces the number
of calls that previously had to go through the front desk personnel.
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The hospitality software packages currently supported are: Fidelio, Landmark, Capa, MSI, MCORP,
Alcatel, Unitel, Northwind Maestro, Fidelio SSM, and Centrigram.
Hospitality Integration
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L o c a l A r e a P a g i n g
Local Area Paging is a feature that allows Users to be paged on a beeper when they receive a call or a
new message. L.A.P. can be especially useful for Users that are often away from their desk or out of
range of the operator overhead/PBX page, since the range of the Local Area Page is as much as 5 miles.
Users can then pick up the call from any telephone off of the PBX system.
Through the Desktop Interface functionality (LAPTalk), alphanumeric messages can be typed at the
desktop and sent to the pager. This is useful for call centers that need to send messages to technicians
immediately. Real Estate Agencies also use this technology. Additional applications include:
Large Manufacturing Facilities
Management and staff are seldom stationary at a desk to receive calls. The noise in a production facility
usually makes overhead paging or cordless phone technology impractical. L.A.P. technology is efficient
because it gives callers the option of leaving a message or directly paging the User. The Perfect Voice
Office Pro system then puts the caller on hold and uses the L.A.P. technology to immediately activate the
User's pager. With Caller ID, the User can determine who is calling, then either pick up the call from any
phone on the system or allow the call to forward to voice mail.
Automotive Car Dealerships
The salesperson is usually on the lot working with a prospective customer, and is repeatedly paged over
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the outdoor paging system. The local annoying page interferes with the salesperson's effort to service the
customer they are with and offers no information as to the importance of the call. With L.A.P. and Caller
ID, the salesperson is able to discretely identify who is calling and decide if the call warrants an
interruption.
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This not only makes the salesperson more effective and successful, but also improves the ambiance of the
dealership by eliminating the loud annoyance of the outdoor paging. L.A.P. is also an excellent solution
where local ordinances have prohibited outdoor paging.
Hospitality and Resort Facilities
L.A.P. offers two distinct advantages to hospitality and resort facilities. These types of businesses are
often large campus environments with several units and buildings. Using L.A.P., employees not only have
the ability to prioritize their calls, but they can also be discretely paged anywhere on the grounds, then
return the page from any phone.
Local Area Paging
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N e t w o r k C o m m u n i c a t i o n s C o m p o n e n t
SessionQ (Network Management Utility)
SessionQ is a session management utility that manages network connections by temporarily closing
connections that aren't being used, and reconnecting them immediately when needed. SessionQ also
provides the following features:
1. SessionQ acts as a security field between Perfect Voice Office Pro and the network to ensure that
if anything should happen to the network, the voice mail system will not be affected.
2. SessionQ validates packets that are received from the network before they are passed to the voice
mail system.
3. SessionQ manages LAPTalk functionality, a feature that allows sending of alphanumeric
messages to a pager from a Perfect Voice Office Pro desktop, and LANTalk, the sending of text
messages from one Perfect Voice Office Pro desktop to another.
RPC
RPC (Remote Procedure Call) is a protocol that one program can use to request a service from a program
located in another computer in a network without having to understand network details.
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When program statements that use RPC are compiled into an executable program, a stub (small program
routine that substitutes for a longer program) is included in the compiled code that acts as the
representative of the remote procedure code. When the program is run and the procedure call is issued,
the stub receives the request and forwards it to a client runtime program in the local computer. The client
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runtime program has the knowledge of how to address the remote computer and server application and
sends the message across the network that requests the remote procedure. Similarly, the server includes a
runtime program and stub that interface with the remote procedure itself. Results are returned the same
way.
DCOM
DCOM (Distributed Component Object Model) is a set of Microsoft concepts and program interfaces in
which client program objects can request services from server program objects on other computers in a
network. DCOM is based on the Component Object Model (COM), which provides a set of interfaces
allowing clients and servers to communicate within the same computer. DCOM is Microsoft's approach to
a network-wide environment for program and data objects.
Data Access
The Desktop Interface uses the RPC (Remote Procedure Call) access method with DCOM (Distributed
Component Object Model). When the client sends a request to the database on the voice mail server, the
request passes through the DCOM object to the proxy/stub on the client PC (see "Flow of Data" figure
below). This utility, in turn, contacts the proxy/stub on the server and sends the request. On the server, the
request is passed through the DCOM server to the database; the result is returned using the same method.
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The DCOM Object on the client is responsible for passing data to and from the proxy/stub DLLs on both
the client and the
server. These
CODEBASE Engine
proxy/stub DLLs on
Common Database
both the client and
server are responsible
for communication
CODEBASE Engine
Message
Local (Personal) Database
between the client and
Exchange
(Notes, Contacts)
CODEBASE.dll
the server (through
(TCP/IP
Winsock
TCP/IP). The DCOM
server runs functions
DCOM Object
DCOM Server
and methods from the
database, and then
receives the result and
Proxy/Stub
Proxy/Stub
passes it to the client.
Desktop Interface
Server
Flow of Data
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Perfect Reporter
Perfect Reporter is a reporting option that allows Users to customize reports based on information
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generated from the Perfect Voice Office Pro databases. Any of these reports can be saved or printed in a
text format. If the required information is not automatically generated in any of the default reports,
Microsoft Access can be used to customize the reports. As a default, Perfect Reporter generates the
following reports:
§ Call Details
§ Calls Per Hour
§ Port Usage
§ Mailbox Usage
§ Mailbox Information
§ System Parameters
§ Classes of Service
I n s t a l l a t i o n & C o n f i g u r a t i o n W i z a r d s
Perfect Voice Office Pro is easy to install and easy to configure. When installing, an Installation Wizard
walks the Installer through
§ Selecting the type of voice card,
§ Selecting the location to install the voice mail,
§ Copying of board drivers, voice files, and network management utility
§ Installing the documentation to the desktop, and
§ Launching the Configuration Wizard.
The Configuration Wizard walks the Installer through:
§ Completing dealer information, site information and PC information,
§ Choosing the network type (if applicable),
§ Configuring voice cards,
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§ Choosing the type of telephone switch being used so that integration is automatic,
§ Configuring serial integration settings (if applicable),
§ Configuring Caller ID, Fax, MAPI, Reorganization, AMIS, LAP, and/or PMS (as applicable),
§ Defining general environment settings that can be enabled or disabled, and
§ Defining any dialing properties.
The Installation Wizard can also be used to perform upgrades or install other components later such as
The Perfect Reporter or Fax Services (fax mail and/or fax on demand). The Configuration Wizard can be
accessed at any time to make changes to any of the settings listed above. Using these Wizards ensures that
changes are made accurately, quickly, and easily.
R e l i a b i l i t y
Perfect Voice Office Pro has always been advertised as a reliable voice mail system, but what makes it
reliable? First, Teleco chose a robust database platform from which to build upon. Then, it chose a
reliable, superior operating system platform that has its own security measures in place. Finally, it added
the preventative measure of a daily reorganization utility to perform routine database maintenance, and
ensured that every mailbox and system administrator menu was password protected.
The SessionQ utility, mentioned earlier under Utilities, is also a security feature that acts as a buffer
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between Perfect Voice Office Pro and the network to ensure that network problems do not affect the voice
mail system, and verifies all of the data packets that are sent to Perfect Voice Office Pro over the network.
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Security
The capability of accessing voice and fax messages is a powerful feature that extends the User's reach to
information when they are away from the office or a desktop PC. This privilege is not without its
responsibilities. Today's voice messaging systems provide security for voice messages in various ways.
§ Mailboxes require a subscriber mailbox number and are protected by a numeric password that can
be up to 15 digits in length. The increased complexity of the password allows for increased
security.
§ The e-mail User must have a computer, appropriate e-mail client software and access to the
message store. Network and e-mail access is generally protected with alphanumeric User IDs and
passwords of comparable or greater length.
§ Unified Communications servers that run under the Microsoft Windows 2000 operating system
use the ambient NT security mechanisms to protect files and other data. Access to voice messages
and e-mail through the Unified Communications server is protected by a subscriber mailbox
number and password. These are stored extremely securely. In particular, passwords are never
written to disk or otherwise communicated by the Unified Communications server in anything
other than an encrypted form. Access to voice messages from the e-mail client is protected in
exactly the same way as access to any other e-mail messages.
Configuration and monitoring of Unified Communications servers is supported by a set of utility
programs that are installed with the Unified Communications server. These use Windows 2000 security
mechanisms to permit only Windows 2000 domain Users and groups specifically designated by the
Administrator to read and write Unified Communications server data.
Perfect Voice Office Pro
Release 4.5
February, 2003
General Description 39
Database Maintenance
To maintain database integrity, a cleanup routine is automatically run every night at a definable time
(default=0300 hrs). This utility is called REORG, referring to REORGanization. It performs the following
functions:
§ Backs up all databases to a separate directory that can be traced back to a month,
§ Re-indexes all of the databases,
§ Deletes messages from the voice mail system that were deleted that day,
§ Searches for invalid records and fixes them.
Troubleshooting
For easy viewing and troubleshooting, a number of screens are available to the system administrator or
installer at any given time. Some of these screens are as follows:
§ A Port Activity screen to view current activity on all ports simultaneously,
§ A Mailbox Status screen to view the current status (Logged In/Out) of each User, as well as the
number of new and saved messages each User has and whether or not they are a Desktop
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Interface User,
§ A Current Status screen that shows how the voice mail system loaded, which options were loaded
and which options are enabled or disabled,
§ A Trace Screen that acts as a digit grabber to display detailed information as to integration codes
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received and interpretation of the codes.
Additionally, technical support can be administered through Remote Maintenance using pcAnywhere and
either a modem or a TCP/IP connection. Turnkey systems are shipped with a modem and pcAnywhere
Host already loaded, so all that is required is a line into the modem.
Expandability
Teleco `s Perfect Voice Office Pro is a great choice for any sized business wanting a Windows 2000-
based voice mail system. It can be implemented cost effectively in small businesses with 5 to 50 Users as
a 4-port system with growth to 64 ports for larger corporations with 2,500+ Users in one location.
Functionality, number of ports and number of Users are all options that are upgradeable when required in
the field. This means that Perfect Voice Office Pro can be installed as a PC based, stand-alone voice mail
system. Users and fully-networked CTI functions may be added as needed. A small company that invests
in Perfect Voice Office Pro now will be able to easily scale the product to a larger User-base as the size of
the company increases. Perfect Voice Office Pro can be implemented as a:
1. PC based, stand-alone voice mail system.
2. PC based, networked voice mail system with visual call management through TCP/IP and
standard Windows desktop screen pops (Desktop Interface).
3. Full unified messaging system that allows Users to access and manage their voice, e-mail and
fax messages from any popular e-mail client such as Microsoft Exchange, Outlook, Lotus Notes,
Novell GroupWise or any POP3/SMTP MAPI-compliant e-mail package (with or without a Fax
Mail solution).
Perfect Voice Office Pro
Release 4.5
February, 2003
General Description
40
4. Combined visual call management and unified communications system with fax, where all of
the capabilities of the Desktop Interface and Group-Ware can be utilized on one desktop with Fax
Mail support.
To leverage your investment, Perfect Voice Office Pro supports the addition of optional modules as needs
increase, which include the following:
§ Additional Ports
§ Additional Desktop Licenses
§ Message Synchronization Services (MSS)
§ AMIS Networking
§ SMDI Integration to 3rd party PBXs
§ Fax Mail Integration - inbound
§ Fax Services - outbound
§ Hospitality
§ Speech Services: ASR ports, TTS ports
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C h a s s i s L e v e l s
Perfect Voice Office Pro is offered in a bundled turnkey package, including 3 chassis levels selected by
port size and site requirements. They are listed below.
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Mid-Tower
Rack-Mount Industrial
Rack-Mount, Mission-Critical
Industrial
§ 4 - 32 ports
§ 4 - 64 ports
§ 4 - 64 ports
§ 1250 hours
§ 1250 hours
§ 3500 hours
§ Intel ATX Motherboard
§ 19" Rack Mount / 14 Slot Backplane
§ 19" Rack Mount / 19 Slot Backplane
§ P4 1.8 Ghz Processor / 512
§ Advantech P4 1.8 Ghz SBC / 512
§ Advantech P4 1.8 Ghz SBC / 512 MB
MB RAM
MB RAM
RAM
§ Seagate ATA100 Hard Disk
§ Seagate ATA100 Hard Disk
§ Seagate RAID 5 Disk Array
§ US Robotics 56K Modem
§ US Robotics 56K Modem
§ US Robotics 56K Modem
§ Intel Pro 100 Network
§ 3COM 10 / 100 Network Card
§ 3COM 10 / 100 Network Card
Interface
§ 300 Watt ATX Power Supply
§ Dual 400 Watt Power Supplies
§ 300 Watt ATX Power Supply
§ 2 Hot Swap Filtered Cooling Fans
§ 3 Hot Swap Filtered Cooling Fans
§
Filtered Cooling
§ Power & Temp Alarm Sensors
§ Power & Temp Alarm Sensors
Perfect Voice Office Pro
Release 4.5
February, 2003
General Description 41
F e a t u r e S u m m a r y L i s t
Configuration Perfect Voice Office Pro VMM Perfect Voice Office Pro CTI
Configuration
MS Windows 2000 workstation
Windows 2000
Ports
4 to 16 ports
4 to 64 ports
Voice Channels Analog, Digital
Analog, Digital
Fax Channels
Analog, up to 16 ports
Analog, up to 16 ports
Storage Hours
Limited by drive capacity
Limited by drive capacity
Connectivity
56K modem, 100 BaseT network
56K modem, 100 BaseT network
card, PC Anywhere remote support
card, PC Anywhere remote support
Integration
Full integration with all major PBXs
Full integration with all major PBXs
Inband, Serial, CSTA, T1, EI
Inband, Serial, CSTA, T1, EI
E-Mail
MAPI, SMTP, POP3
MAPI, SMTP, POP3 - standard on
Integration
the CTI solution
Unified
MS Exchange 5.5, MS Exchange
MS Exchange 5.5, MS Exchange
Messaging
2000, Lotus Notes
2000, Lotus Notes
CTI Support
Screen Pops, Instant Messaging,
Screen Pops, Instant Messaging,
Desktop Messaging
Desktop Messaging
Standard
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§ Auto Attendant
§ Auto Attendant
Features
§ Voice Mail
§ Voice Mail
§ Voice Menus
§ Voice Menus
§ Intelligent Call Routing
§ Intelligent Call Routing
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§ 25 Desktop Interface Licenses
§ 50 Desktop Interface Licenses
o Visual Mailboxes
o Visual Mailboxes
o Desktop Call Control
o Desktop Call Control
o PIM Manager
o PIM Manager
o Instant Messaging
o Instant Messaging
§ MAPI
Optional
§ Unified Messaging through
§ Unified Messaging through
Features
Groupware and MSS
Groupware and MSS
§ Wireless Integration for RIM,
§ Wireless Integration for RIM,
Palm and Pocket PC devices
Palm and Pocket PC devices
§ Hospitality/PMS
§ Hospitality/PMS
§ LAP (Local Area Paging)
§ LAP (Local Area Paging)
§ AMIS Networking
§ AMIS Networking
§ ASR Speech-enabled automated
attendant
§ Text to Speech - Email Reader
§ FaxLinX fax server
Expandability
Scaleable, simple expansion
Scaleable, concurrent processing for
capabilities to a fully automated CTI
high capacity ranges
Server
Markets
Small to Medium-sized businesses
Enterprise/Campus
Branch offices
Smart Buildings
Managed Facilities
Perfect Voice Office Pro
Release 4.5
February, 2003
General Description
42
C o n c l u s i o n
Perfect Voice Office Pro will prove to be the ideal solution for the call handling and voice messaging
management challenges. Its superior functionality combined with competitive pricing and exceptional
support makes it an unbeatable product for marketability.
Our complete Voice Mail and Unified Communications Solutions are typically more feature rich and
provide 30-50%+ savings on the cost of competitive (CTI) solutions provided by the leading PBX
manufacturers and other voice mail companies. This means a growing business can afford a complete
Teleco unified communications system today for the cost of a competitive voice mail only system. With
our strong international staff, one of our key product strengths is superior multi-lingual (9 language)
functionality. This makes Teleco products a great fit for Internet enabled companies looking to do
business on a global basis.
Make Perfect Voice Office Pro your call control and voice messaging solution today. The benefits are
unsurpassed. The powerful fax processing and unified communications capabilities, as well as the
superior network support for visual message management Perfect Voice Office Pro offers, can be easily
customized to meet the needs of any business. The transition into the new millennium will be an easy one
with Perfect Voice Office Pro.
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Perfect Voice Office Pro
Release 4.5
February, 2003
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430 Woodruff Road
Suite 300
Greenville, SC USA
29607
1-(864) 297-4401
www.teleco.com
PVOPGD
Release 4.5
Revision 1.6
February, 2003
Document Outline
- Cover
- Contents
- Product Overview
- An All-In-One Solution
- Expandable Unified Communications Solutions
- Key Product Features
- PBX Integration
- Automated Attendant Functiona l i t y
- Speech-Enabled Automated Attendant and Directory
- Intelligent Call Routing
- Password Security and PIN Number Security (Account Code Verification)
- Off Site Transfers
- Global Acceptance
Advanced Multilingual Support
- Unlimited Call Handling
- Question and Answer Mailboxes
- Voice Mail Capabilities
- Administrator Functionality
- Customized Classes of Service
- Mailbox Maintenance
- Handset Functionality
- Telephone Interface
- Directory Structure
- Tutorial
- CTI Functionality Brings Visual Message and Call Management to the Desktop
- Login and Go!
- Multiple Languages on the Desktop
- Mailbox Management from the Desktop
- Record Personal Greetings
- Record and Send New Messages
- Send Instant Text Messages to Anyone on the Network
- See all Message Information
- Listen to Messages
- Store Messages in Folders
- Save Messages as WAV files
- Add Notes to Messages
- Search for Messages
- Control Incoming Calls Using Caller ID
- Create and Maintain a List of Contacts
- Phone Book
- Contact Manager / PIM Integration
- Custom PIM Integrations are Available
- Unified Communications -- The All- In- One Solution
- Groupware
- GroupWare Player
- Voice and Data Integration
- Customize the View
- Listening to a Voice Mail Message Via E-Mail
- Receiving Messages Via E-Mail
- Receiving and Viewing a Fax Mail Message from E-Mail
- Message Synchronization With MSS
- MSMQ Guarantees Message Delivery
- Full Synchronization
- MSS Advantages
- Listen to Email Messages Over the Telephone
- Single-Point Message Retrieval
- Support of Different Naming Conventions
- Customized Environment
- Using a Centralized Queue Server
- Fax Processing Capabilities
- Fax Detection and Routing via Automated Attendant and Mailbox
- Fax Mail
- Fax On Demand
- FaxLinX
- Complete Fax Integration
- Fax Technology
- Fax Features
- Notification
- IP Enabled Fax Processing for Todays Business
- Why FaxLinX?
- Why FaxLinX over a Personal Fax Solution?
- Fax Application Scenarios
- Minimum Requirements for Stand-Alone FaxLinX Server
- Speech Recognition
- Speech-Enabled Automated Attendant and Directory for External Callers
- Speech-Enabled Company Directory for Internal Users
- Multilingual Support
- RealSpeak Automatically Creates Mailbox Name Recordings
- Listen to Email Messages Over the Telephone
- Transfer to Extension while in Mailbox Voice Menu
- Wireless Integration
- Supported Devices
- SMTP Services
- MSS
- AMIS (Site- t o- Site Networking)
- Hospitality / Property Management Systems
- Local Area Paging
- Network Communications Component
- SessionQ (Network Management Utility)
- RPC
- DCOM
- Data Access
- Perfect Reporter
- Installation & Configuration Wizards
- Reliability
- Security
- Database Maintenance
- Troubleshooting
- Expandability
- Chassis Levels
- Feature Summary List
- Conclusion
- Back Cover