Transcript What is TeleButler?

About Voxtron
 Voxtron (1994) is an international group
specialized in Contact Center software,
based on a very strong IVR background.
Voxtron is headquartered in Belgium, with
offices in Germany, Netherlands, Turkey,
Italy, Hong Kong, India, Indonesia,
Thailand, Dubai…
 Voxtron’s goal is to make the
communication between companies and
their customers both efficient and
agreeable. The way incoming calls, faxes
and emails are handled is crucial in
creating a professional company image.
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What is TeleButler?

TeleButler is a software product for
building interactive voice (IVR)
applications.
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TeleButler is very flexible and allows
many applications to be built:
– Voicemail systems / voice-to-email
– automated attendant (for sales, press 1)
– 24/24 7/7 Support hotline (enter your
support contract number)
– alarm generators
– …

TeleButler runs on a standard computer
(telephony boards are required
depending on the type of telephony
connection: analogue, digital, VoIP)
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PBX independent
 Integration out of the box with more than
150 different PBXs
 Transfer calls, activate message waiting
indicator, receive call information (CLIP,
DID, redirecting number…)
 Universal ways to connect:
– Analogue lines
– Digital lines (BRI, PRI): Q.SIG, Euro ISDN, …
– VoiP (H.323, SIP): RTP, H.450, …
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Scalability
Depending on the load
of your application itself,
TeleButler allows up to
64 telephony lines in
1 computer!
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Why TeleButler?
 Your operator doesn’t speak 20 languages?
 Your operator can only handle one call at a time?
 Your operator cannot accept incoming calls, transfer calls,
take orders and write down messages at the same time?
 Your operator is not in the office in the weekend to
transfer support calls (of paying customers with a
maintenance contract) to your standby support engineer?
 In case of an emergency, your operator needs 1 hour to
notify 5 people?
 …
In that case you need
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What can TeleButler do for you?
 TeleButler allows you to create your own
telephony applications:
– Automated attendant (for sales, press 1)
– Voicemail systems (with voice-to-email)
– Automatic ordering systems
– Support hotline with authentication
– Alarm generators
– … your own creative idea…
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How?
 TeleButler is a
graphical
development
environment to
create computer
telephony
applications without
programming.
 You design the call
flow just by
drawing it.
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Incoming and outgoing calls
INTELLIGENT START STATE
 Every incoming call starts with this state
 When linked with the PBX, different branches can be
created, depending on the dialed number, line number,
type of call (direct, diverted, internal, external)
 Called number and calling number are supported.
DIAL OUT WORKSHEET
 Every outgoing call starts with this state
 The list of numbers to dial can be stored in any ODBCcompliant database
 You can specify when the call starts
 You can specify which lines are used for dial out.
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Call termination sheet
CALL TERMINATION SHEET
 It is not always possible to make sure
that a call is terminated when you want it
 User hangs up whenever he/she wants to
 The Call Termination Sheet gives you the
possibility to:
– Clean up after every call:
• If user hangs up his/her phone
• If call is terminated by Axxium using the
icon
– Put your cleanup actions in one central place
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Easy to use icons
Play messages, variables, concatenated speech
Ask DTMF-input, build menus
Perform different actions on time of day, date, holidays, …
Record message over the phone
Ask user which language to speak, set call flow language
Transfer calls
Interface to any ODBC-compliant database (add, update, …)
Manage voicemail boxes: record messages, listen to messages
Perform calculations on variables
End the current call
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Play & Language
PLAY
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Messages are played in language chosen by the caller
Possibility of composing messages, using speech files &
variables (date, time, …)
Conditional play: play a message depending on a condition
e.g. “This is your last message” only if variable
“Last_message” = true
Speech files can be recorded :
– over the telephone
– using a normal sound card in the PC
– in a professional studio
LANGUAGE
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Set the language for the rest of the dialog
Present caller with menu to select language
More than 20 languages are supported out of the box!
On request a language can be added
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Menu/input & Timed action
MENU / INPUT
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Input by using telephony keypad (DTMF)
Input: store entered value in a variable
Validation based on type/variable (time, date, number,
extension, mailbox)
Conditional menu: a certain menu option is only available
depending on a condition e.g. “For the next message, press
1” only when “Last_message”=false
Max. input time, inter-digit time configurable
Menu: different outgoing branches for each menu option
TIMED ACTION
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Different actions (branches) for different conditions :
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Time of day (morning/afternoon/evening, …)
Holidays (country specific/own specified holidays)
Day of week
Specific date/time
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Transfer & Calculation
TRANSER
 Transfer to an internal extension and/or external
number
 Supervised or blind transfer
 Possibility to call a pager
 Initiate a new outgoing call (see also Dial Out
worksheet)
CALCULATION
 Calculations on variable :
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Add
Subtract
Multiply
Divide
Append (concatenate strings)
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Record & On-hook
RECORD
 Record a message
 Overwrite an existing message
 Possibility to record (new) messages when
the system is running; e.g. new advertising
messages
ON-HOOK
 Stops the call
 Triggers the “Call Termination Worksheet”:
– Allows you to clean up things at the end of each call
– Cleanup in one central place
– Also triggered when the users hangs up
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ODBC (database) & Voicemail
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ODBC
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Connect with any ODBC-compliant database
Retrieve / Update / Add information in your database
Free typing of any SQL query
Supports stored procedures
Allows you to process orders, give prices, update customer
information over the phone 24/7, without programming!
VOICEMAIL
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1 icon with complete powerful Voice Mail functionality
The caller can leave a message
The mailbox owner can:
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Listen to his/her messages
Change his/her password (password required for logon)
Record his/her personal greeting message
Delete messages
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Voicemail
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 Mailbox owner can
be notified of new
messages:
– Message Waiting
Indicator on
his/her phone
(requires a
supported PBX)
– Dial out (mailbox
owner receives a
call from Axxium)
– Via an email (see
also voice-toemail)
 Voice-to-email
– Mailbox owner receives messages as WAV-attachments in mailbox
– Mailbox owner receives notification of new message (no attachment)
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Drawing tools
All the icons are connected just by
drawing lines
IF / THEN functionality is available for
creating different branches
A flow can consist out of several pages,
connected using link boxes
Zoom in / out
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Drawing aids
Easily find the state you are looking for
A project can be locked with a password
By moving the cursor over a state a
summary of the state is displayed
as a tooltip
Incomplete states are displayed in red
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Runtime screens
 Once your
application is ready
and running it can
be monitored with
the runtime screens
 Different
possibilities to look
at the running
application
– Line activity
– State of a call
 Possibility to
stop/start lines
 Trace window for
fast debugging
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Configuration Center
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Used during installation
to locally configure
TeleButler:
– Which PBX is TeleButler
connected to?
– Number of digits in
extension?
– …
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Also serves as a central
place to gather system
information and startup
3rd party programs
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Configuration settings
can easily be exported
and imported (also send
via email)
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Administration Center
 Web based
 After
installation,
used by the
administrator,
to
administrate
the system
(e.g. manage
mailboxes)
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Requirements
 Dedicated computer running:
– Windows 2000
– Windows XP Professional
– Windows Server 2003
PCI slots for telephony board(s)
 Telephony board
 PBX / VoIP Gatekeeper
– Call information (CLIP, DID, diverted
number)
– Transfer
– Message Waiting Indicator
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GUI for drawing
your call flow
Built-in voicemail with
voice-to-email
Database
access
Configuration
Center
Administration
Center
Incoming &
outgoing calls
http://www.voxtron.com/telebutler
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