AVST Elevates Skype for Business

Mission-critical applications for Skype for Business.

Automated Attendant and IVR
for Skype for Business

Strengthen Skype for Business call handling with CX-E, enabling more than 10 million calls per month to meet the growing needs of the largest enterprises in the world.


To manage the complexity of inbound call requirements, CX-E delivers sophisticated speech and DTMF departmental automated attendants that allow outside callers to quickly and easily access information, people and departments without human intervention. CX-E enables an administrator to design and implement multiple independent automated attendant menus for a business’s every department and location. Menus can be scheduled based on time of day, day of week, or a specific date, allowing customers to access different auto attendant menus during peak calling periods, after hours, lunch breaks, holidays, etc., with unique transfer destinations supported in each menu.

With CX-E’s IVR application, communications can also be integrated with information pulled from popular data sources such as SAP®, Oracle® and Microsoft SQL Server® to automate processes and deliver 24/7 information access for customers.



Features:

Audio Text

Allows for the creation of announcement mailboxes that can be used to store and play audio information to callers.

Directories

Directories allow outside users to look up the extension number of the person they are trying to reach by entering the first few characters of a subscriber’s name (Dial by Name).

Group Directories

For systems equipped with ASR resources (speech recognition), group directories can be created segmenting the subscriber population. This allows a call processor to search a smaller subscriber group increasing both speed and accuracy. This also allows for the creation of speech directories based on location, integration, call server or department.

Call Blocking

Allows individual subscribers to program their mailbox to block the transfer of calls from the automated attendant. Callers attempting to transfer will automatically be placed into message-taking mode.

Caller Queuing

Provides outside callers who attempt to transfer to a busy extension from the automated attendant with the option to hold until the desired extension is available.

Call Screening

Allows individual subscribers to: 1) program their mailbox to request the name of the caller attempting a transfer to the subscriber’s extension from the automated attendant; 2) play the recorded name of the caller; and 3) ask the subscriber to either accept or reject the transferred call.

DNIS/Trunk Group Routing

Route incoming calls to different call processing applications based on the DNIS number or trunk ID of the incoming call.

Fax Tone Detection and Processing

Any call processor can be programmed to listen for fax tone and, if detected, process the call with any appropriate action, such as transfer to a fax machine or fax server or placing a message into a subscriber mailbox. Fax tone detection is not supported on IP integrations.

Fax-on-Demand

When integrated with an OpenText RightFax fax server, robust fax-on-demand applications can be developed. Supported features include (but are not limited to): Same-Call and Call-Back fax delivery, single or multiple document requests, document number entry or menu selection, and password protection of fax documents.

Interactive Voice Response (IVR)

Support for an optional, fully integrated Interactive Voice Response software module that allows the creation of custom applications that can be called from the call processing menus.

Multiple Transfer Types

Depending on the specific type of call processing application, different types of transfers may be required; support for four different types of transfers, each with differing levels of call progress supervision.

Personal Menus (Extension Specific Processing)

Each subscriber can be programmed to provide a unique custom call processing menu of options to callers who reach their mailbox.

Answer Mode Configuration

The call processor menu that is presented to callers can vary based on:

  • Time-of-Day
  • Day-of-Week
  • Specific Day
  • Specific Date
  • Call Server
  • Repeating Days (i.e. the third Thursday of November, etc.)
  • Specific Port
  • DNIS Number

Transaction Processing (Voice Forms)

Gathers verbal input from callers by asking up to 24 separate questions. The responses are compiled into a single voice message and sent to one or more subscriber mailboxes designated to receive those messages.

For more information, click here.


Interoperability Resources