Cisco.IP.Telephony.Planning.Design.Implementation.Operation.and.Optimization [Electronic resources] نسخه متنی

Telephony Features and Applications

Telephony applications provide extended capabilities such as voice mail and Automatic Attendant. Specialized applications such as loud ringing and overhead paging also exist in many environments. In addition, you can find applications such as Predictive Dialing, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and Computer Telephony Integration (CTI) to support small subsets of an organization in scaled-down implementations. Use the questions listed in Notes/Comments" section.

15

What is the envisioned interaction between these applications and the IPT system in the long term?

Provide your answer in the "Notes/Comments" section.

16

What is the main number that customers call to reach your organization, and how is the call routed?

Provide the call-flow diagrams in the "Notes/Comments" section.

17

When callers reach the company general number or the call center group, do they hear music or announcements while they are waiting in the queue (Music on Hold [MoH] feature)?

Yes

No

18

What hardware and software platform provide MoH functionality?

Vendor:

Model:

SW Revision:

Interface to PBX:

19

What do callers hear when they call during out-of-office hours or during holiday periods?

Provide details in the "Notes/Comments" section.

20

What other PBX features are implemented in the network? Use the "Notes/Comments" section to describe how each feature works in the current system.

MWI for voice mail

Call pick-up

Call park

System speed dials

Account codes

User hunt groups

Advanced call forwarding

Feature access codes^[1]

21

How do administrative assistants cover calls for managers?

22
What headsets do phone users use? You need this information to check the compatibility of the currently used headsets with IP phones.

Vendor:

Model:

SW Revision:

23

Does the PBX system support conferencing?

Yes

No

24

What is the maximum number of participants in a single conference call and the maximum number of participants supported on the system?

Maximum per Call:

Total No.:

^[1] Feature access codes (FACs) are typically two- or three-digit codes that activate or cancel certain features such as call park and call pick-up from the phones.

Notes/Comments

The information that you collected using the Table C-9 is useful in identifying the type of features that need to be enabled on the new IPT system and whether additional applications are required. Include how the manager''''s lines appear on the assistant''''s phone, what buttons are used, and what the call flow is.