CallXpress Features Guide
With Descriptions
Voice Mail
DTMF Call Processing
ASR Call Processing
Unified Messaging
User Speech Interface
Personal Assistant\Mobility
Web PhoneManager
Architecture and Hardware
Platform and Reliability
Networking
Administration
Fax
Security
Custom Applications
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27
37
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59
69
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Version 1.1
November 1, 2011
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CallXpress 8.2 Features Guide
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CallXpress 8.2 Features Guide
Voice Mail
CallXpress is the most feature rich voicemail system on the market. Under continuous development
since 1982, it contains the all of the legacy voicemail features deployed in the last twenty-five years.
Supporting up to 40,000 users, the CallXpress messaging system is ideal for supporting small
companies, large companies, branch offices, centralized and distributed environments. The features
listed below are but a part the comprehensive feature set available to CallXpress voicemail subscribers.
Feature Name: Multiple Personal Greetings
Dependencies:
Feature Description: CallXpress users can have up to six separate greetings associated with their
mailbox that can be played to those callers leaving messages in their mailbox. They are:
Personal (Ring/No Answer) Greeting - Plays as the normal greeting for forwarded calls.
Busy Greeting - Plays for calls forwarded to a subscriber’s extension using a busy forward (for
those integrations that support this feature). If this greeting is not recorded, the system will
substitute the Personal Greeting for busy-forwarded calls.
Out of Office Greeting - This greeting can be turned on by the subscriber when expecting to be
away for an extended duration. It has an optional setting to force callers to hear the entire
greeting by blocking DTMF input until the greeting is completed. Optionally, the system
administrator can also set this greeting to disable callers from leaving messages for the
subscriber when the greeting is enabled.
Personal Menu (Extension-Specific Processing (ESP)) - Not a true greeting, but an
announcement in the user's Personal Menu which plays when the ESP featured is enabled.
When invoked, it may override the other greetings or may play after them.
Default Personal Greeting - Users can have an announcement message assigned to them as a
Default Personal Greeting. This greeting can be configured either to play before their normal
greetings or only to play when their Personal Greeting isn’t recorded.
Default General Greeting - System administrators can designate an announcement to play
before all other greetings whenever an outside caller leaves a message for any subscriber.
If a subscriber has no greetings or announcements assigned, CallXpress plays a default system prompt
to callers before messages are recorded:
“To leave a message for *recorded name/mailbox number+, press two.”
Feature Name: Out of Office Greeting
Dependencies:
Feature Description: CallXpress users who will be away for an extended period can record and activate
an Out of Office greeting. This greeting will be played in lieu of their no-answer and busy greetings to
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CallXpress 8.2 Features Guide
external callers who are leaving them messages. Before the CallXpress plays this greeting to callers, it
announces:
"<Subscriber’s name> is out of the office."
An option can force callers to listen to the entire greeting before leaving a message. A second option
can allow or block the ability to leave messages for the subscriber while this greeting is enabled. If
messages are blocked, CallXpress precedes the subscriber’s out-of-office greeting with:
"<Subscriber’s name> is out of the office and is not accepting messages."
As an option, an additional greeting can be played in place of or before the user’s Out of Office
greeting. See Out of Office General Introduction for more information.
Feature Name: Out of Office General Introduction
Dependencies:
Feature Description: The Out of Office General Introduction allows a special greeting to be played to
callers either before, or in place of, the user’s Out of Office greeting. It can be configured to be played
before the user’s OOF greeting or only to be played if the user does not have an Out of Office greeting
recorded. The feature allows a system administrator to select an announcement to be played to
outside callers who are about to leave a message for any system subscriber with the Out of Office
greeting enabled. . This announcement can be implemented on a system wide basis with calls to all
users being presented with the same announcement or individual mailboxes can be configured to play
separate announcements.
Feature Name: General Introduction Greeting
Dependencies:
Feature Description: The Default General Greeting allows a special greeting to be played to callers
leaving messages either before, or in place of, the user’s personal greeting. It can be configured to be
played before the user’s personal greeting or only to be played if the user does not have a personal
greeting recorded. The feature allows a system administrator to select an announcement to be played
to all outside callers who are about to leave a message for any system subscriber. This announcement
can be implemented on a system wide basis with calls to all users being presented with the same
announcement or individual announcement mailboxes can be configured to play different
announcements for different subscribers or Classes of Service.
Feature Name: Disable DTMF During Greetings
Dependencies:
Feature Description: An individual Subscriber Mailbox or Class of Service Mailbox may be configured to
disable DTMF recognition while outside callers listen to the users’ greetings prior to leaving a message.
The purpose of disabling DTMF recognition is to ensure a caller hears the entire greeting before leaving
a message. The following settings are available for this feature:
Never - With this setting, a caller can interrupt any of a user’s greetings by pressing any DTMF
key.
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CallXpress 8.2 Features Guide
Always - This setting disables DTMF recognition for all of a user’s greetings.
When Playing Out-of-Office - With this setting, only DTMF during the Out of Office greeting is
ignored. DTMF key presses will bypass all of the users’ other greetings.
The most typical use of this feature is to disable DTMF for only the Out of Office greeting since that
greeting often has content necessary for a caller to hear such as:
“Hi, this is John and I’ll be on vacation for next two weeks and won’t be returning calls until I
return. If your issue requires immediate attention, please contact my manager.”
Feature Name: Quick Record for Greetings
Dependencies:
Feature Description: For users of the original CallXpress Telephone User Interface as well as those
using the Alternate Telephone User Interface emulations supported on CallXpress, the ability to record
personal greetings has been brought up to a higher level in the menu to facilitate quick and easy
access. While keystrokes vary between the interfaces (to more closely mimic the keys already used in
the interface), for each interface, users can record their greetings with a minimum of keystrokes being
required.
Feature Name: Delete Personal Greeting Daily
Dependencies:
Feature Description: Individual user’s mailboxes can be set to automatically delete their personal
greetings every day during Daily Maintenance. This feature, used in conjunction with the Default
Personal Greeting, insures a more professional sounding interface to the public caller. Good voice mail
use dictates that users record a new personal greeting each day, settings expectations for callers. Most
users greetings contain time-sensitive information such as “Hi, this is John and, for Tuesday, March
second, I will be out of the office….” If the user doesn’t get in and change that greeting early on the
next day, it presents an unprofessional image to callers. What a user can do on CallXpress to prevent
this is to have the administrator set their mailbox to delete their personal greeting each night. Then,
they can record a Default Personal Greeting that is generic in nature such as “Hi, this is John. Sorry I
missed your call. Please leave a message and I’ll get back to you as soon as I can.” During Daily
Maintenance, the user's time-sensitive personal greeting is automatically deleted and the new generic
greeting takes effect until they get into their mailbox and record a new personal greeting for the day.
Feature Name: Alternate Telephone User Interfaces (TUIs)
Dependencies:
Feature Description: As well as supporting the traditional CallXpress Telephone User Interface,
CallXpress also supports a number of Alternate Telephone User Interfaces. The CallXpress Alternate
Addressing TUI is identical to the CallXpress Legacy TUI with the exception of how new messages are
addressed (See CallXpress Alternate Addressing TUI). The other alternative interfaces have been
designed to mimic the user interfaces of popular legacy voice mail systems. These interfaces closely
duplicate the prompts and keystrokes used on those legacy systems to perform all of the messaging
functions on the system. For the Aria and Serenade systems, CallXpress offers two alternate interfaces;
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CallXpress 8.2 Features Guide
a traditional one and one with a more concise set of prompts. Using these interfaces allows users to
move from one of the legacy systems to a CallXpress system with little or no training being required.
CallXpress currently offers the following user interfaces:
CallXpress Legacy
CallXpress New Addressing
Octel Aria
Alternate Octel Aria
Octel Serenade
Alternate Octel Serenade
Centigram
Avaya Intuity
Nortel Meridian Mail
AVST Kinesis (Active Voice)
AVST Repartee (Active Voice)
While these interfaces are not perfect copies of the legacy interfaces (the PhoneManager mailbox
setup functions differ from the legacy version equivalents), they do allow a user to perform the
following critical messaging functions using the exact key strokes they know from the older interface:
Read messages
Forward messages
Delete messages
Save messages
Send new messages
Pause, resume, skip ahead, ship back, etc.
Feature Name: Alternate Outside Caller Interfaces
Dependencies:
Feature Description: CallXpress supports two alternate interfaces for outside callers when they are
leaving messages. These interfaces offer different prompts to outside callers that mimic two popular
legacy voicemail systems. A CallXpress system can be configured to sue the native CallXpress outside
caller interface, an interface that sounds like an Octel Aria system or an interface that sounds like a
Nortel Meridian Mail system.
Feature Name: Read, Unread and Saved Message Classification
Dependencies:
Feature Description: CallXpress classifies messages in the subscriber’s inbox as one of three types of
message. Messages the user has listened to and saved are classified as Saved Messages and are
presented to the user in a different queue. Messages in the Inbox that have not been listened to are
classified as Unread Messages. Messages in the user’s Inbox that have been listened to but not saved
are classified as Read Messages. These message classifications are used for both voice mail and unified
messaging users. Messages are considered read based either on playback for a set number of seconds
(configurable by the system administrator) or playback to the end of the message. Messages are also
considered read when the user replies to the message or when they forward the message.
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CallXpress 8.2 Features Guide
Feature Name: Urgent Messages
Dependencies:
Feature Description: CallXpress supports messages being marked as urgent. Both messages from
internal senders and messages from outside callers can be marked as urgent. Urgent message status
may be used to trigger message notification, automatic message forwarding, position in the message
presentation queue, or special processing when used with a unified messaging system.
Feature Name: User Tutorial
Dependencies:
Feature Description: CallXpress offers a new-user setup tutorial called "Ready, Set, Go!”. This tutorial is
designed to help new users perform the initial setup on their mailboxes. By default, the Setup Tutorial
Required option is enabled for every newly created user mailbox and users with this option active are
automatically prompted through their mailbox setup the first time they log on through the telephone.
The tutorial guides the new user through the process of establishing a new security code, recording
their name and recording their personal greeting. The subscriber mailbox can be set to either allow or
disallow the receipt of messages before the tutorial has been run.
Feature Name: Auto Logon
Dependencies: Integration with calling Part ID
Feature Description: For telephone numbers (devices) associated with a CallXpress user, when a
subscriber calls into the system from either an external telephone (if ANI/Caller ID information is
captured) or an internal extension on the telephone system (when the telephone system is integrated),
CallXpress will recognize the caller as a subscriber and simplify the logon process.
If the calling number is set for voice extension, the user will be prompted only to enter their security
code to login to their mailbox. If the number is set as a voice trusted extension, the user will
automatically be logged into their mailbox without needing to enter any information. A subscriber’s
mailbox can be programmed to recognize multiple telephone numbers and extensions (up to 99) for
the purpose of auto logon (main PBX extension number, mobile telephone number, home telephone
number, etc.).
Feature Name: Quick Logon
Dependencies:
Feature Description: With CallXpress, users can call into their own DID number and when they hear
their personal greeting, they can push a specific single digit (which is programmable on a per system
basis) to log into their mailbox. Once they press the quick logon digit, they will be prompted for their
security code (the system already knows the mailbox number based on the mailbox being accessed)
and can then log into their own mailbox. This feature emulates functionality found in many older
legacy voice mail systems.
Feature Name: Bookmark - DTMF
Dependencies: CallXpress Legacy or CallXpress Alternate Addressing TUI
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CallXpress 8.2 Features Guide
Feature Description: For users configured for the original CallXpress Telephone User Interface or the
CallXpress Alternate Addressing Interface, the system offers a book marking feature. While listening to
a voice message, a user can "mark" a position in a message (by pressing one - five) and continue to the
next message. When the user goes back to the original message, the same keystrokes will take them
back to the marked position in the message. This feature is extremely handy in marking the position of
relevant information (such as a call-back telephone number) in a long message.
Feature Name: Context Sensitive Help - DTMF
Dependencies:
Feature Description: CallXpress supports context sensitive help for users in the telephone interface.
While the keys used to invoke it change from interface to interface, all of the CallXpress Telephone
User Interfaces allow users to press a specific help key and they will be presented with help prompts
explaining which options are available to them at that point in the application.
Feature Name: Fast Forward and Rewind - DTMF
Dependencies:
Feature Description: Most of the CallXpress Telephone User Interfaces support the ability for a user to
navigate their way through listening to voice or email messages (for Unified Messaging users) using a
fast forward and rewind key. While the keys vary by interface type, their function remains constant:
pressing the fast forward key skips ahead five seconds in the message and pressing the rewind key
moves the user back five seconds in the message. The keys are supported in the following CallXpress
Telephone User Interfaces:
CallXpress original interface
Octel Aria Interface
Octel/VMX Serenade interface
Avaya Intuity interface
Nortel Meridian Mail interface
AVST Kinesis (Active Voice)
AVST Repartee (Active Voice)
Users can move in either direction in five-second increments, or all the way to the beginning or end of
a voice message.
Feature Name: Group Message Processing - DTMF
Dependencies:
Feature Description: Subscribers using the CallXpress Legacy or Alternate Addressing Telephone User
Interfaces can tag multiple messages during a messaging session and process all of those messages
with a single command. Messages of any type can be added to the queue. Some typical uses of this
feature include:
Forwarding a selected group of fax and email messages to a fax machine with a single
command
Deleting all the messages handled in a single session
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CallXpress 8.2 Features Guide
Forwarding a group of tagged messages to a single user
Feature Name: Message Presentation Ordering
Dependencies:
Feature Description: Users of the Legacy CallXpress and Alternate Addressing CallXpress Telephone
User Interfaces can control how their messages are presented to them when they access their mailbox.
Users can control the following presentation features:
FIFO/LIFO - Users can select to have either oldest or newest messages presented at the top of
the queue.
Urgent message placement in the queue - Users can choose to have all urgent messages at the
top of the queue or can have them presented following the FIFO/LIFO settings along with the
rest of their messages.
Single or multiple message queues - Unified messaging users can either have all of their
messages (voice, fax and email) presented to them in a single message queue (following their
FIFO/LIFO settings) or can have each message type (voice, fax and email) presented in its own
message queue (also following their FIFO/LIFO settings).
When first logging into their mailbox, users can also choose to access only messages from outside
callers or messages sent by a specific internal user.
Feature Name: Access Messages from Outside Callers - DTMF
Dependencies:
Feature Description: The CallXpress Telephone User Interface allows users to go directly to messages
in their Inbox that were sent by outside callers. By pressing the appropriate digit (announced in the
help menu), the user will be presented with only messages left by outside callers. The dialog for this
action goes as follows:
User logs into their mailbox
“To listen to your voice messages, press one. To access your fax messages, press two.
To access your email messages, press three. To listen to messages from outside callers,
press four. To access messages sent from a specific mailbox, press five. To access all
messages, press nine.”
The caller presses four and is presented with all messages from that queue (new or saved)
from outside callers.
Feature Name: Speed Control in TUI - DTMF
Dependencies:
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CallXpress 8.2 Features Guide
Feature Description: CallXpress users can vary the speed of their voice messages being played over the
telephone system interface. While the keys vary by interface type, their function remains constant:
pressing the increase speed key adjusts the appropriate setting upwards and pressing the decrease the
speed key decreases the setting. These keys are supported in the following CallXpress Telephone User
Interfaces:
CallXpress Legacy Interface
CallXpress Alternate Addressing Interface
Octel Aria Interface
Avaya Intuity Interface
Nortel Meridian Mail Interface
AVST Repartee (Active Voice)
Feature Name: Transfer to Message Sender (Live Reply™) - DTMF
Dependencies: Integration passes ANI/CLID, CallXpress Legacy, Alternate Addressing, Aria Interfaces
Feature Description: For users of the CallXpress Legacy, CallXpress Alternate Addressing and Aria
Telephone User Interfaces, it is possible for users to automatically call the sender of a message. This
feature works for internal messages (messages sent from one CallXpress user to another) as well as for
external messages (ones left by outside callers) as long as the telephone system integration passes the
Calling Party ID or the calling party has manually entered a callback number. Once a caller has
connected to an outside number, the CallXpress system drops off the line. Using this feature with fax
messages may not be appropriate since the captured ANI number may well be that of a fax machine.
This feature can be blocked by the system administrator (to control telephone charges).
Feature Name: CallXpress Alternate Addressing TUI
Dependencies:
Feature Description: CallXpress supports two versions of its native Telephone User Interface (TUI); the
CallXpress Legacy TUI and the CallXpress Alternate Addressing TUI. The only difference between these
two user interfaces is the manner in which new messages are addressed.
In the CallXpress Legacy TUI, subscribers first enter the mailbox number of the first recipient
for the message and then record the message. If additional recipients are desired, they are
added after the message is recorded.
With the CallXpress Alternate Addressing TUI, the subscriber first records the message and
then, after the message is recorded, enters the recipient information both for the first
recipient and for any other desired recipients.
The CallXpress Alternate Addressing TUI more closely resembles the method used in other voice
messaging systems.
Feature Name: Concise Prompt Sets
Dependencies:
Feature Description: CallXpress supports several prompt sets designed to be more concise and less
verbose than the standard prompt sets. When using North American English as the system prompt
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CallXpress 8.2 Features Guide
language, system administrators can choose to implement either the standard or concise prompt set.
The concise prompt set is designed to allow for faster more efficient call processing for experienced
users. The language choice between Standard and Concise can be set on a per-user or per-Class of
Service basis. As an example of Concise Prompt Set functionality, the following prompts show how the
prompt levels are reduced with the Concise Prompt Set:
After pressing the key to address a message, the regular prompt set says:
“This message will be sent to *John Tyler+.”
The CallXpress Concise Prompt set says:
“*John Tyler+”
Concise prompt sets are available only for the CallXpress Telephone User Interface and for the Aria and
Serenade TUI emulation interfaces.
Feature Name: Pause During Message Playback - DTMF
Dependencies:
Feature Description: The Pause feature allows the temporary halting of message playback and the
ability to change and adjust certain mailbox features while playback is paused. The Pause feature
operates differently based on the Telephone User Interface (TUI) that is enabled for a subscriber. With
the Octel Aria, the Intuity Audix TUI, the Repartee and Kinesis TUIs, when Pause is initiated, the system
waits in silence. All options normally available during message playback are available, but are not
prompted. Pause is not supported during message playback with the Octel Serenade/VMX and the
Centigram TUIs.
With both of the CallXpress TUIs (legacy and alternate addressing), when pause is initiated, the system
prompts the user with a description of the options available during the paused session. After this
prompt, the system will go silent for up to five minutes, playing a reminder beep tone every twenty
seconds and repeating the prompt every minute. At anytime, the user can press any of the following
option keys and that action will be taken:
Key
1
3
4
5
6
8
Action
Continue listening
Change language
Increase speed
Set the bookmark
Decrease speed
Resume from bookmark
How the system responds after pressing the desired option key is configurable. With “Pause Immediate
Return” enabled, the desired action is executed and message playback is immediately resumed with no
additional action by the user. To initiate additional actions, the Pause feature must be initiated again. If
the feature is not enabled, the desired action is executed, the session remains paused, and additional
actions may be selected, if desired. To resume playback of the message, the user must press 1
(Continue Listening).
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CallXpress 8.2 Features Guide
Feature Name: Pause Immediate Return - DTMF
Dependencies: CallXpress Legacy, CallXpress Alternate Addressing and Centigram Telephone User
Interfaces only
Feature Description: CallXpress can be configured as to how the system responds after a user presses
the pause key while listening to a message. If the Pause Immediate Return feature is enabled (a
system-wide option), once a user presses the pause key, after they select an option (change language,
increase speed, decrease speed, set the bookmark, resume from bookmark) message playback is
immediately resumed after the desired action is executed with no additional action by the user. To
initiate additional actions, the Pause feature must be initiated again. If the feature is not enabled, the
desired action is executed, the session remains paused, and additional actions may be selected, if
desired. To resume playback of the message, the user must press 1 (Continue Listening).
Feature Name: Undelete a Message - DTMF
Dependencies: CallXpress Legacy, CallXpress Alternate Addressing and Centigram Telephone User
Interfaces only
Feature Description: CallXpress offers users of the CallXpress Legacy, CallXpress Alternate Addressing
and Centigram Telephone User Interfaces the ability, during a single messaging session, to retrieve a
message after it has been deleted. For CallXpress Legacy and Alternate Addressing Telephone User
Interface users, all deleted messages are stored in a deleted message queue during a messaging
session. The user can review that queue at any time and selectively undelete any message. This queue
is emptied when the user ends the messaging session.
For Centigram Telephone User Interface users, the system stores the last message deleted by the user
in a special queue and the user can retrieve this message at any time. Once another message is
deleted, it replaces the one in the queue, giving users access only to a single deleted message, the last
one deleted. This queue is emptied when the user ends the session.
Feature Name: PhoneManager
Dependencies:
Feature Description: To simplify the process of users maintaining the customizable settings for their
mailbox, CallXpress supports two user administration interfaces: PhoneManager (a telephone-based
user administration tool) and Web PhoneManager (a web-based GUI administration tool).
PhoneManager is a telephone-based administration tool that allows CallXpress subscribers to maintain
the configuration settings for their mailbox. Users can set their notification options, record their
greetings, configure their message presentation ordering and enable call blocking and call screening,
personal menu (ESP) and their out of office greeting. Other personal options that can be controlled by
the individual subscriber are changing a personal distribution list, changing an announcement mailbox
they sponsor and changing their automatic message forwarding settings.
Feature Name: Access Messages by Sender - DTMF
Dependencies:
Feature Description: The CallXpress Telephone User Interface allows users to go directly to messages
in their Inbox that were sent by a specific internal sender. By pressing the digit five, the user is
prompted to enter the mailbox number of the sender they wish to query. If any messages in their
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CallXpress 8.2 Features Guide
mailbox are from that sender, they will be presented to the user. The dialog for this action goes as
follows:
User logs into their mailbox and requests either read or unread messages.
“To listen to your voice messages, press one. To access your fax messages, press two. To access
your email messages, press three. To listen to messages from outside callers, press four. To
access messages sent from a specific mailbox, press five. To access all messages, press nine.”
The caller presses five.
“Enter the sender’s mailbox number.”
The user enters the mailbox number of the person whose messages they wish to access and are
presented with the appropriate messages. This feature is not supported in any of the Alternate
Telephone User Interfaces (TUIs).
Feature Name: Automatic Envelope Information
Dependencies:
Feature Description: CallXpress subscribers can choose to have message envelope information played
to them in several ways. Each user can chose one of the following presentation methods:
Play message header before each message
Play message header after each message
Play message header on demand
Users can also select extended or brief envelope information. Selecting “Brief” will only announce the
date and time of the message. Users can manage all of these settings from Web PhoneManager. The
selection for when the header information plays (but not the “Brief” or “Full” header choice) can also
be managed over the telephone using PhoneManager.
Feature Name: Notification Before Message Auto-purge
Dependencies:
Feature Description: Each CallXpress voicemail, Client-based Unified Messaging, Simplified Unified
Messaging and Secure Unified Messaging user can be configured with a maximum message retention
time (from anywhere between 1 day up to 99 days). If this feature is enabled, both new and saved
messages in the user’s mailbox will automatically be deleted when the message ages beyond this
setting. The system administrator can also enable a notification feature that will warn users when they
have messages in their mailbox that will soon be deleted. The administrator can set the threshold for
warning users anywhere from 1 to 9999 hours before the message will be deleted. When the user logs
into their mailbox and accesses a message that falls within the warning threshold, the system will play
the following prompt before it plays the message:
“This message is scheduled to be deleted”.
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Users can forward the message to themselves and, as a new message, the message can remain in their
mailbox for the message retention time setting for a second time.
Feature Name: Suppress Message Purge Announcement
Dependencies: Voicemail, Client-based UM, Simplified UM and Secure users only
Feature Description: CallXpress supports a purge announcement feature. Whenever messages are left
in a user’s mailbox beyond the mailbox’s Message Retention time limit, CallXpress will delete the
messages automatically and insert an announcement in its place:
“This message was stored too long and automatically deleted.”
As an option, CallXpress also supports an option to suppress the automatic message purge
announcement or to control how long it plays. The system administrator can set the Purge Message
Header time to any value from 0 to 99. A setting of zero suppresses the message purge header entirely.
Any other value determines how long the Purge Message Header will be active. If the value is set to 5,
the system will play the Purge Message Header to the user once any time within 5 days of the message
being deleted. If the user does not log into their mailbox during those days, they will not hear the
Purge Message Header.
Feature Name: Message Notification
Dependencies: SMS and SMTP require outgoing gateways
Feature Description: CallXpress supports a powerful message notification engine. Subscribers can be
notified of the receipt of new messages in their mailbox using any combination of the following
message notification tools:
Immediate Message Notification - Users can program their mailbox to call them at a list of
personal notification telephone numbers. This list supports up to nine telephone numbers and
each number can be a telephone extension, a regular telephone number, a mobile number, a
pager, a radio pager or a PIN pager.
Daily Message Reminder - Users can setup their mailbox to call them at a specific time every
day if they have new messages in their mailbox.
SMS Message Notification - Users can be notified of new messages via an SMS message being
sent to their SMS-capable GSM mobile device.
SMTP Message Notification - Users can be notified of new messages via an SMTP email
message being sent to any standard email address (including mobile devices supporting SMTP
messaging).
Email System Special Notification - Server-based Unified Messaging users can use the rules in
their email Inbox to trigger special events based on receipt of a new voice or fax message into
their email Inbox.
Most of these message notification tools support the use of filters to control exactly what type of
messages will trigger message notification and when message notification will be in effect. Users can
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maintain most message notification settings over the telephone (PhoneManager) or remotely from an
Internet connection (Web PhoneManager). For more detail, see Immediate Message Notification, Daily
Message Reminder, SMS Notification, SMTP Message Notification and Email System Special
Notification.
Feature Name: Immediate Message Notification (Cascade Notification™)
Dependencies:
Feature Description: Cascade Notification allows users to maintain a personal call list of up to nine
different telephone or pager numbers at which they wish to be notified upon the receipt of new
messages (voice, fax or e-mail) in their mailbox. Upon receipt of a new message, CallXpress will process
the user’s personal call list, one number at a time, and traverse the entire list up to 99 times (user
programmable), until the user has accessed their mailbox. The user can program the telephone
numbers and delay intervals between each callout as well as enable and disable the feature. The
feature can be programmed by the user over the telephone interface (PhoneManager) or from Web
PhoneManager. When CallXpress delivers a message notification by placing a call to a telephone
number, it starts out by speaking the prompt "There is a message for [subscriber name]. Please enter
your security code." If the called party enters the correct security code, they will access the mailbox
and message. If an answering machine answers the call in time to record the prompt, the subscriber
will know that a message is waiting, but the message will not be left on the answering machine. See
SMS Message Notification and SMTP Message Notification for more notification options.
Feature Name: Message Notification Filters
Dependencies:
Feature Description: With the exception of Daily Message Reminder, for all types of message
notification supported by CallXpress (Immediate Message Notification, SMS Message Notification and
SMTP Message Notification), the system supports the use of filters for controlling what types of
messages will trigger a notification and what times of the day and days of the week notification will be
active. These filters are administered on a per user basis allowing each user the flexibility of having
their own unique message notification settings. The following filters are supported on the various
message notification tools:
For Immediate Message Notification
Urgent or all messages
Messages from a specific internal sender
Any combination of voice, fax and email messages
Days of the week
Time of the day
For SMS/SMTP Message Notification
Urgent or all messages
Any combination of voice and fax messages
Days of the week
Time of the day
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Most of these settings can be controlled by the user from the telephone (using PhoneManager) and
from an Internet connection (using Web PhoneManager).
Feature Name: Message Waiting Indicator Control
Dependencies:
Feature Description: CallXpress can be programmed to send MWI set and cancel commands to the
telephone system to control the message waiting indicators at subscribers’ extensions. The telephone
system and its station set capabilities dictate the form of indicator, typically an indicator light, display
message or stutter dial tone. CallXpress will turn the indicator on for new voice and fax messages and
turn the indicator off when the messages are accessed. To allow for meeting various differing user
expectations, each user mailbox can be programmed to turn off the message waiting indicators based
on any of the following criteria:
First - Clears the indicator when the subscriber first starts to listen to any message in their new
message queue.
All - Clears the indicator when the subscriber has listened to all new messages in their new
message queue.
Empty - Only clears the indicator when the user has listened to and either saved or discarded
all messages in their new message queue.
CallXpress can be configured to set the message waiting indicator for the primary extension associated
with the Subscriber Mailbox as well as for any secondary extensions also associated with the
subscriber. MWI control is available for all voice mail and unified messaging users where the type of
unified messaging supports message waiting control (Unified Messaging for Microsoft Exchange,
Unified Messaging for Lotus Notes, Secure Unified Messaging and Client-based Unified Messaging).
Feature Name: SMS Message Notification
Dependencies: Requires SMS modem or GSM device
Feature Description: CallXpress users can be notified of the receipt of new voice and fax messages
through an SMS (Short Message Service) message sent to a compatible GSM mobile device. The
message notification text can be modified to include message type (voice or fax), message priority,
available sender identification (internal users’ names, ANI numbers, etc.) and the number of unread
messages in the subscriber’s CallXpress mailbox. The message can also include a callback telephone
for the CallXpress system allowing most mobile telephone users to highlight the number and click on it
to automatically call in to retrieve the message. Notification is sent through an SMS center (service
provider or gateway) to deliver text messages to mobile telephones and pagers compatible with the
digital mobile network scheme used by the center or through a public GSM mobile network (which acts
as an SMS provider) to deliver text messages to GSM mobile telephones. CallXpress supports multiple
SMS gateway connections to service multiple providers.
Feature Name: SMTP Message Notification
Dependencies: Requires an outgoing SMTP gateway to send messages
Feature Description: CallXpress users can be notified of the receipt of new voice and fax messages at
any Simple Mail Transfer Protocol (SMTP) email address. The text message notification includes
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message priority and type, available sender identification (internal sender’s name, ANI, etc.), the
number of unread messages in the subscriber’s CallXpress mailbox and an optional message body. The
message body can be edited by the system administrator and can include both a callback telephone
number (allowing some mobile devices to automatically connect to CallXpress) and/or a link to a web
site (allowing some browsers to automatically connect to Web PhoneManager). Optionally, a copy of
the received voice or fax message can be included in the email message as a file attachment to the text
notification (See Simplified Unified Messaging).
Feature Name: Message Notification Format Templates
Dependencies:
Feature Description: CallXpress supports creating custom templates that are used to control the
formatting of message notification messages and email messages sent for the purposes of unified
messaging. The templates allow for customizing the following fields in a message:
Subject line
Sender name
Body field
These templates include the ability to provide formatting for all languages installed on a CallXpress
system. Unique templates can be generated for each different email system in use, Class of Service,
location and function.
Feature Name: Daily Message Reminder™
Dependencies:
Feature Description: Users can set their individual mailboxes to notify them of new messages each day
at a specific time and telephone number. This notification can be to the user's telephone extension
number, a dial-up pager or a normal telephone number. When the appropriate time arrives, if the user
has new messages in their mailbox, CallXpress will call the programmed notification telephone
number. The user can program this feature over PhoneManager (the telephone interface) or from Web
PhoneManager. When CallXpress delivers a message notification by placing a call to a telephone
number, it starts out by speaking the prompt:
"There is a message for [subscriber name]. Please enter your security code."
If the called party enters the correct security code, they will access the mailbox and message. If an
answering machine answers the call in time to record the prompt, the subscriber will know that a
message is waiting, but the message will not be left on the answering machine. See Cascade
Notification, SMS Message Notification and SMTP Message Notification for more notification options.
Feature Name: Multilingual Application Support
Dependencies: Language prompts loaded on system
Feature Description: CallXpress can support multilingual environments. Up to five different language
prompt sets may be installed on a single CallXpress system, allowing a single system to serve
multilingual communities and foreign callers. CallXpress supports a slightly different mix of languages
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CallXpress 8.2 Features Guide
based on the type of Telephone User Interface (TUI) being used (CallXpress, Aria, Serenade, Intuity,
Meridian Mail, Centigram, Kinesis, Repartee). For a complete list of languages supported, see the
current CallXpress Localization Matrix. For the basic CallXpress telephone user interface, the following
languages are supported:
- Female North American English
- Concise Female NA English
- Concise Male NA English
- North American Spanish
- North American French
- European French
- German
- Dutch (Benelux)
- Japanese
- TTY/TDD NA English
- United Kingdom English
- Male Arabic
- Italian
- Danish
- Brazilian Portuguese
- Finnish
- European Spanish
- Norwegian
- Swedish
Language selection can be made by the caller from a menu, based on DNIS or trunk number, or can be
assigned to specific users.
Feature Name: Automatic Language Selection
Dependencies:
Feature Description: CallXpress can support multilingual environments. Up to five different language
prompt sets may be installed on a single CallXpress system, allowing a single system to serve
multilingual communities and foreign callers. Language selection for a session can either be selected by
the caller from a menu or automatically selected based on system settings and various information
gathered about the incoming call. The following automatic language selecting features are available on
CallXpress:
By DNIS/DID/DDI number - CallXpress can be programmed to set the language selection for an
application based on the DNIS number or DID/DDI number of an incoming call if it is passed by
the telephone system integration.
By a user making a choice in a menu.
By Trunk/Trunk Group number - CallXpress can set the language based on a trunk or trunk
group number if it is passed by the telephone system integration.
By user selected in automated attendant - Individual user mailboxes can have default
languages assigned. When a caller enters a mailbox number in an automated attendant menu,
the system will change to the default language assigned to the user being dialed.
Selected by port - CallXpress can set the language based on the CallXpress port number
answering the call.
Selected by time of day/day of week - CallXpress can be programmed to vary the language
selection based on the time of the day and the days of the week.
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CallXpress 8.2 Features Guide
Feature Name: TDD/TTY Protocol Support
Dependencies: Requires a TTY prompt set, requires a TDD/TTY device to record greetings and prompts
Feature Description: TTY/TDD (Telephone Device for the Deaf) is a telecommunications protocol
developed to allow the hearing impaired to communicate across normal telephone connections. Using
a special TDD/TTY device, the user at the near-end types in words and the device sends tones that are
received and interpreted by the far end device. The far-end device then displays those words on a
screen on the remote TTY/TDD device. CallXpress includes a North American English TTY language
prompt set that sends tones that can be interpreted by a TTY/TDD terminal or device when connecting
to the system. When calling the system through normal dial-up connections using a TTY/TDD terminal,
hearing-impaired callers have access to CallXpress messaging and automated attendant features.
CallXpress users can enter (type) greetings into the system that will be played (displayed) to callers
using a TDD/TTY device. Callers can send (type) messages for CallXpress users on the system and those
users can play (display) those messages on their TDD/TTY device.
Feature Name: Multiple Recordings and Greetings Per Language
Dependencies: Correct prompt sets loaded
Feature Description: Rather than require an administrator to build duplicate applications for each
language they wish to support on their system, most CallXpress mailboxes allow for a different
greetings and announcements to be recorded for use with each different language set loaded on the
CallXpress system. When a language is selected during a call, the audio recordings associated with the
selected language will be played when the mailboxes are accessed. The following mailboxes support
multiple language recordings:
Call Processor (introduction, instructions)
Subscriber (personal greeting)
Announcement Mailbox (announcement)
Feature Name: Default Language Set per User
Dependencies: Correct prompt sets loaded
Feature Description: Each CallXpress subscriber can have a default language set assigned to their
mailbox. This includes the ability to assign a default language prompt set as well as a default Text-toSpeech language for reading their email messages. The prompt language setting controls the language
used to interface with the user when they access their subscriber mailbox as well as the language used
to handle callers leaving messages for that particular subscriber.
Feature Name: Multiple Subscriber Devices
Dependencies:
Feature Description: Each CallXpress user can be configured with a list of associated deices. This list
can include the following types of devices:
Primary extension…The main extension (real or virtual) associated with the mailbox.
Secondary extensions…Other PBX extensions associated with the mailbox.
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CallXpress 8.2 Features Guide
Mobile numbers…Company, personal, etc.
Home number…Optional home telephone number.
Remote office number…Optional remote office phone number
Each of these devices (depending on type) can have a number of attributes assigned to them including:
Primary extension…The main device of this type, used for presence and availability
configuration.
MWI control…Set and cancel MWI for this extension.
Barge-in sensitivity…For ASR (speech recognition) access.
Ring timer…Number of times to ring for transfers and callouts.
Trusted login…Bypass login security.
Call out only…Do not recognize on incoming calls.
Do not call…Only for incoming calls.
The devices in this list are also used to create the Call Lists used for the presence and availability
features.
Feature Name: Shared Extension Support
Dependencies:
Feature Description: CallXpress allows for multiple users to share a single telephone extension and still
receive integrated call processing. Message notification, message waiting indicators, personal
greetings and name confirmation are all supported for each mailbox user with a shared extension.
CallXpress can be configured such that an optional greeting plays when a forwarded call is answered
from a shared extension ("You have reached the third floor nurses desk"). After the (optional)
introduction plays, CallXpress plays back the names of the subscribers who share the extension and
prompts the caller to select one:
“For *subscriber 1 name+, press 1. For *subscriber 2 name+, press 3…”
If more than eight subscribers share the extension, CallXpress gives the caller the option of pressing ‘9’
to hear more names. Once the caller selects a recipient, they hear the greeting from the subscriber
they have chosen.
If any of the associated subscriber mailboxes has a new message, the system lights the message
waiting indicator for the associated telephone. When any user calls into CallXpress, the system
announces which subscribers, if any, have new messages:
“There are new messages for *Subscriber 1 Name and *Subscriber 2 name++”
Feature Name: Visitor Mailboxes
Dependencies:
Feature Description: CallXpress supports special mailboxes designed for temporary visitors, outside
contractors or relatives. These mailboxes can receive messages from any subscriber but can send
messages only to a single sponsor subscriber mailbox. When a visitor accesses his visitor mailbox, all
messages sent to the visitor are automatically played and discarded.
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CallXpress 8.2 Features Guide
Feature Name: Trusted Log-on Configuration
Dependencies: Requires integration to pass Caller ID
Feature Description: System administrators can specify additional devices (telephone numbers) to be
associated with a specific user. These devices would include personal DID numbers used to receive fax
messages, other telephone system extensions used by and associated with the user, mobile telephones
used by the subscriber and any other external telephone numbers the mailbox owner might use to call
into the CallXpress system. The system administrator can program the user’s extension number, any
other associated extension numbers and any external numbers in such a way as to simplify the user’s
login process when they call the system from those numbers.
For numbers designated as trusted voice extensions, when a user calls into the system, CallXpress will
automatically log them into their mailbox bypassing the need for the caller to enter either their
mailbox number or their password. Primarily designed for use with telephones having tightly
controlled access, such as a user’s mobile telephone, this feature removes a degree of security from
the subscriber mailboxes, and should be used with extreme care. Also, see Auto Login.
Feature Name: Return of Original Messages with Reply
Dependencies:
Feature Description: CallXpress users can be configured to include the original message when a reply
message is sent to an internal sender. The inclusion of the original message helps remind the sender of
the original message. This feature can be enabled on a per mailbox or per Class of Service basis.
Feature Name: Return Receipt (Registered Mail™)
Dependencies:
Feature Description: When sending a new message to another CallXpress user from their mailbox, a
subscriber may request a return receipt for the message. When the recipient accesses the message, a
copy of the original message is placed back in the originating subscriber's mailbox, preceded by the
prompt:
"This message was received by <name>.”
For forwarded fax messages and messages sent to a networking mailbox (where actual receipt can’t be
verified), the message confirmation states that the message was sent (not received) and will be
proceeded by the phrase:
"This message was delivered to <phone number or network node>."
Feature Name: Recording Conversations (LiveRecord™) - DTMF
Dependencies:
Feature Description: CallXpress supports the ability to allow users to record their telephone
conversations. This feature, called Live Record, enables a CallXpress subscriber to record a live
conversation and store the conversation as a voice message in their mailbox. Depending on the
telephone system and station set in use, and the type of telephony integration, the recording process
may be activated by dialing into the CallXpress system or by pressing a special button on the user’s
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CallXpress 8.2 Features Guide
telephone. Once the conversation has been recorded, on hang-up, it will be automatically delivered to
the user’s voicemail inbox.
Feature Name: Selectable Audio Codecs and Sampling Rates
Dependencies:
Feature Description: CallXpress supports the use of the following audio file formats for storing
recorded messages:
G.711 at 64 Kbits/sec u-law
G.711 at 64 Kbits/sec a-law
Linear PCM at 64 Kbits/sec
OKI/ADPCM at 24 Kbits/sec.
GSM 610 at 13 Kbits/sec
A single format is selected for all message recordings system-wide when the CallXpress system is first
installed. The codec selection can be changed at any time. The default message-recording codec for
systems installed in North America and Japan is PCM-Mu Law (G.711). PCM-A Law (G.711) is the
default message-recording format for telephone systems outside North America and Japan. All of these
codecs, with the exception of the OKI/ADPCM codec, generate audio files that can be played using the
default audio players on all currently supported Windows operating systems.
For those IP telephone systems that require the use of the G.729 codec, CallXpress can be configured,
on an integration by integration basis, to accept an incoming G.729 audio stream and to convert the
outgoing messages to G.729.
All system recordings (system prompts, recorded names, greetings, announcements, etc.) are stored
using a G.711 codec.
Feature Name: Telephone System Integration
Dependencies:
Feature Description: Telephone System Integration is a method of communication between CallXpress
and a telephone system that allows the two systems to work closely together and exchange as much
information as possible about the calls they handle. Based on the information passed from the phone
system to the CallXpress system, the inbound telephone call is automatically directed to the correct
greeting, announcement or action. The integration also exchanges information to support the message
waiting indicator control. A CallXpress system can be integrated to more than one telephone system
(see Multiple Telephony Integrations). CallXpress supports integration to almost all telephone systems
on the market today. CallXpress has been installed and tested with over 250 telephone integrations,
using both traditional TDM and IP Telephony technologies.
Feature Name: Multiple Telephone System Integrations
Dependencies:
Feature Description: A single CallXpress system can support concurrent integration with multiple
telephone systems. Each Call Server deployed on a system can support up to three different
integrations, one of which can be IP-based. Depending on the architecture used for deployment, a
single CallXpress system can be equipped and programmed to simultaneously support up to ten
dissimilar telephone system integrations. Each integration supports full functionality including MWI
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CallXpress 8.2 Features Guide
control, forward to personal greetings, auto-logon and DNIS call routing (assuming that feature is
supported by the individual integration). In general, it is assumed the telephone systems are collocated
with the Call Server to which they are connected although it may be possible, based on integration
type, to support multiple locations.
Feature Name: Automatic Message Forwarding (AutoCopy™)
Dependencies: For voicemail, Secure Unified Messaging, Client-based Unified Messaging and
Simplified Unified Messaging users only, not for Server-based Unified Messaging users.
Feature Description: CallXpress users can program their mailboxes to automatically forward copies of
specified voice and/or fax messages to another subscriber, fax delivery or networking mailbox. When
the message is forwarded, the original message remains in their mailbox. The user can set filters to
control what types of messages are forwarded. Users can chose to forward all messages, only urgent
messages, messages from a specific mailbox, or messages based on message type (voice or fax).
Message forwarding can be enabled for specific time periods and days. Email messages cannot be
automatically forwarded with this feature.
Feature Name: Outbound Mailboxes
Dependencies:
Feature Description: The Outbound Mailbox allows the CallXpress subscriber to send voice messages
to non-subscribers by delivering them to external telephone numbers. The Outbound Mailbox can be
pre-configured with a specific telephone number for frequently called non-subscribers, or it can be
configured to prompt the subscriber to enter the delivery telephone number when they record the
message. The mailbox can also be pre-configured to request the recipient to record a reply to the
subscriber, or it can prompt the subscriber to allow or disallow a reply when recording the message.
Outbound Mailboxes with preprogrammed numbers can be members of Distribution List Mailboxes.
Feature Name: Distribution Lists
Dependencies:
Feature Description: Distribution Lists are used to route messages to groups of subscribers, Visitor
Mailboxes, Alias Mailboxes and Outbound Mailboxes (those with predefined telephone numbers). The
system administrator must initially create Distribution List Mailboxes. Subscribers can be assigned
sponsorship of Distribution List Mailboxes which make them Personal Distribution Lists. For Personal
Distribution Lists, the subscriber (sponsor) may add or delete membership entries in the Distribution
List via the PhoneManager telephone user interface or through the Web PhoneManager program.
Unsponsored Distribution List Mailboxes (System Distribution Lists) may be managed only by system
administrators with appropriate administrator rights.
Each distribution list supports up to 200 entries or members. CallXpress supports distribution list
nesting, which is the ability to put a distribution list in as a member of another distribution list. Valid
distribution list members are:
Subscriber Mailboxes
Outbound Mailboxes with predefined telephone numbers
Other Distribution List Mailboxes
Local Alias Mailboxes
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CallXpress 8.2 Features Guide
Fax Delivery Mailboxes with predefined telephone numbers
Class of Service Mailboxes
Visitor Mailboxes
Each Distribution List Mailbox can be restricted as to who can send a message to that list. The following
choices can be enabled for Distribution List Mailbox access:
Anyone
Only members of the Distribution List
Only the mailbox sponsor
A mixture of other specified mailboxes
Individual Subscribers
Other Distribution Lists
Members of a specific Class of Service
Distribution Lists can be programmed to suppress certain types of message notification. Each
Distribution List can be set with the following notification limitations:
Don't suppress any message notification
Suppress all message notification
Suppress any or all of the following notification types:
- MWI indicators
- SMS\SMTP notifications
- Immediate Message Notification
- Automatic Message forwarding
In the case of nested Distribution Lists with different notification suppression settings, the most
restrictive setting is always applied. As an example, if a Distribution List (DL 1) marked to suppress all
message notification is nested in a Distribution List (DL 2) marked for no notification suppression,
messages sent to DL 2 would not trigger message notifications for those members of DL 1 who
received the message.
Feature Name: Distribution List Control
Dependencies:
Feature Description: CallXpress supports restrictions on who can send a message to a system or
personal distribution list. Restrictions are based on a number of elements. Once a list is created, the
ability to send to that distribution list can be limited to:
A single user - the mailbox sponsor
Members of that list
Members of another Distribution List
Members of a specific Class of Service
Specific users
Any combination of the above
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CallXpress 8.2 Features Guide
Using these restrictions, true personal distribution lists, where only the owner can send messages to
that list, can be created. It also allows for restricted lists such as a list of senior staff members to which
only the senior staff and their administrators can send messages.
Feature Name: Future Delivery Messages
Dependencies:
Feature Description: Messages sent by CallXpress subscribers may be marked for future delivery. This
feature allows the sender to record the message and specify a time and date in the future at which the
message will be delivered. Messages sent in this manner cannot be recalled. Messages can be
addressed to a date in the future not to exceed 12/31/2029.
Feature Name: Message Privacy
Dependencies:
Feature Description: CallXpress subscribers can mark messages they send as private messages. A
private message can be accessed and played by the recipient but cannot then be forwarded on to
other recipients. For messages sent to server-based Unified Messaging users, the forwarding
restriction does not carry forward into the email system.
Feature Name: Multiple Time Zone Support
Dependencies:
Feature Description: When the CallXpress server is accessed via the telephone user interface to listen
to messages, the message header information played to the caller contains the time and date the
message was left. By default, this information is read to the caller based on the time zone in which the
CallXpress server is located. For users who are accessing messages from a different time zone, their
mailboxes can be adjusted to compensate for the time differences and to read the message headers in
such a way as to reflect their local time zone. As an example, if a user who was based in New York City
logged into their CallXpress system located in Seattle and played the message header information for a
message that was left on the server at 7:00 AM PST time, the message header would read:
“This message was left at ten AM.”
Remote or traveling subscribers can use Web PhoneManager to change the time offset associated with
their mailbox to accommodate their current location.
Feature Name: Custom Display Name Format
Dependencies:
Feature Description: When a new Subscriber Mailbox is created, the display name will be built from
the First, Middle and Last name fields using the format defined in the Mailbox Default Name
Formatting box on the Directory Tab under Administration\Configuration. There are six choices for
how names are formatted:
Custom
Last, First
First’ Last
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CallXpress 8.2 Features Guide
Last First
Last, First Middle
First Middle Last
If the administrator chooses Custom, they can create a template to control how names are formatted.
The template allows them to create any arrangement of the elements Last, First, Middle and any other
text characters (commas, periods, parenthesis, etc.).
Feature Name: Restrict Message Forwarding
Dependencies: Voicemail, Client-based UM, Secure UM and Simplified UM users only
Feature Description: CallXpress subscribers can mark messages they send as private. A private
message can be accessed and played by the recipient but cannot then be forwarded on to other
recipients. This message flag does not get passed to the email system for users of server-based unified
messaging.
Feature Name: Personal Operator
Dependencies:
Feature Description: Each CallXpress user can be configured with a personal operator extension. This
operator number comes into play in two cases:
When an outside caller is leaving a message for a user (recording the message or listening the
user’s greetings), if the caller presses “0”, the system will transfer them to the user’s Personal
Operator destination.
For users equipped with Personal Assistant capabilities, when outside callers attempt to
transfer to the any of their devices and all of the entries on the list fail, they are prompted with
options:
“There was no answer at that number. Please say take a message, try another person
or operator.”
If the caller chooses the operator option, they will be transferred to the personal operator extension
defined in the user’s mailbox. If there is no personal operator associated with the user, the system will
transfer the caller to the system operator.
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CallXpress 8.2 Features Guide
DTMF Call Processing
As well as being a powerful voice messaging system, CallXpress is the most power call processing
system on the market today. CallXpress supports all the legacy call processing features deployed in the
past years as well as a rich set of custom application tools allowing businesses to duplicate all of their
existing applications and create new applications as needed. CallXpress supports an unlimited number
of call processing menus as well as supporting unlimited levels of nested menus. Each digit in each
menu can be configured for any one of the 21 call processing application functions supported by the
system. Below is a list the most common call processing functions provided by CallXpress.
Feature Name: Multiple Transfer Types
Dependencies:
Feature Description: The CallXpress automated attendant supports four different types of transfers,
each with differing levels of call progress supervision. This allows for unrivaled customizing of call
processing applications. The four types of transfers include:
Transfer … This transfer type is fully supervised and utilizes full call progress tone detection or
IP message packet detection to monitor the status of the call. CallXpress stays involved in the
transfer process until the call is answered by the desired extension, or pulled back to be
processed by a mailbox or call processing application. This type of transfer may be utilized for
the Call Screening or Caller Queuing features. In order to distinguish it from the other types of
transfers, this type of transfer is often called a “T-type” transfer.
Blind Transfer … This type of transfer provides no call progress supervision. CallXpress simply
initiates the transfer, and immediately releases the call. This type of transfer is not appropriate
for features that require call progress supervision, such as Call Screening or Caller Queuing.
Monitored Transfer … This transfer type is a blend of the features provided by T-type and Blind
transfers. CallXpress begins the transfer, and initiates call progress detection. If a busy signal is
detected, the transfer is aborted and the caller is immediately retrieved and processed by the
appropriate subscriber mailbox or call processing application, in the same manner as a T-type
transfer. If any other call progress state is detected, the call is released to the telephone
system, in the same manner as a Blind transfer. Using this type of transfer maximizes the
amount of traffic that can be handled on a CallXpress system. This type of transfer may be
utilized for the Caller Queuing feature.
Confirmed Transfer … This transfer type provides no call progress tone detection, however
CallXpress stays involved in the transfer process until the call is answered and accepted by the
called party, or pulled back to be processed to a mailbox or call processing application. With
this transfer type, CallXpress initiates the transfer, and begins to play the prompt “Attendant
transfer. To accept the call, press one”. The length of time the prompt is played before pulling
the call back can be set by the system administrator. This transfer type can be used along with
Call Screening. This type of transfer is especially useful in those conditions when a call is
transferred to special circuits that don’t provide standard tones and signaling, such as mobile
telephones.
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CallXpress 8.2 Features Guide
The type of transfer utilized is based on the programming of the Call Processor menus. However,
individual subscriber settings may override the type of transfer selected in the Call Processor (See
Transfer Type Override).
Feature Name: ANI/CLID Processing
Dependencies: Integration must pass ANI/CLID
Feature Description: CallXpress is capable of capturing the telephone number of the party calling into
the system (based on integration capabilities) and then using that information in a number of ways.
When ANI/CLID information is successfully captured, the system will use it in the following ways:
Supporting auto login and trusted logon from an external telephone.
Placing the information in the message envelope.
Reading the information to the caller as part of the message envelope.
Placing the number in the subject line for a message in unified messaging.
Placing the number in the subject line for an SMS or SMTP notification message.
Making it accessible via Automated Agent and Access SDK developer tools.
Displaying it in certain reports.
Feature Name: One Key Directory - DTMF
Dependencies:
Feature Description: CallXpress supports two types of directories for allowing callers to look up the
names of system users. The One Key Directory allows the caller to enter the first few digits of the last
name of the person whom they are trying to reach and reads back a list of matching names from the
subscriber database. The system prompts the caller to press a single key to select from the presented
list.
"For Edward Simmons, press one. For Martha Somes, press two".
CallXpress can be configured to use either directory type in all system and user menus.
Feature Name: Extension Number Directory - DTMF
Dependencies:
Feature Description: When using a DTMF interface, CallXpress supports two types of directories for
allowing callers to look up the names of system users. The Extension Number Directory allows the
caller to enter the first few digits of the last name of the person whom they are trying to reach and
reads back a list of matching names and extension numbers from the subscriber database. The system
prompts the caller to enter the extension number for the party they are trying to reach.
"Edward Simmons, extension six one seven five. Martha Somes, extension six one two eight".
CallXpress can be configured to use either directory type in all system and user menus.
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CallXpress 8.2 Features Guide
Feature Name: Transfer to Mobile Telephone
Dependencies:
Feature Description: CallXpress supports a special call transfer type designed to support transfers to
mobile telephones and other off-PBX telephone numbers. The Confirmed Transfer type is utilized for
these types of transfers. With this transfer type, if the recipient does not answer the call and signal
their desire to accept the call (by pressing any DTMF digit), CallXpress will pull the call back for further
processing by the CallXpress system. This use of the Confirmed Transfer is especially helpful with the
ESP (Personal Menu) feature. It allows the subscriber to offer callers the ability to try and reach them
on a mobile phone (or other phone number), and keep the caller in CallXpress if the transfer attempt is
unsuccessful.
Feature Name: Transaction Processing (Voice Forms)
Dependencies:
Feature Description: Transaction Processing allows a question and answer session to be presented to
callers. This feature is also sometimes known as Voice Forms. Up to twenty four questions may be
asked and the system will wait for the caller to answer each one in sequence. All of the answers are
combined into a single voice message which is delivered to an individual local subscriber’s mailbox or
to a Distribution List (if sent to a Distribution List, the list may contain remote networked subscribers
with hard-coded extension numbers). Callers may be permitted to review each answer as it is given
and accept or re-record it. They may also be given a final review after all questions have been asked
and answered. Each of the questions included in a Transaction Processing session is created with an
Announcement Mailbox. For example, if five questions are to be asked, then five Announcement
Mailboxes are needed. In addition, a closing announcement is available that is played to the caller after
completing the session.
Feature Name: Subscriber Transfer Type Override
Dependencies:
Feature Description: Transfer settings are programmed into individual menus but CallXpress allows the
system administrator to assign any individual subscriber their own specific type of transfer and number
of rings to wait for answer. The subscriber’s setting will override the default transfer type that is
programmed in a menu when a caller requests to be transferred to the Primary extension or any
Alternate extension associated with their mailbox. This allows a specific subscriber to use such features
as Call Screening or Caller Queuing, which require a supervised transfer type, while Blind Transfers are
used for all other transfer requests from the menu. Any of the four transfer types, Transfer, Blind
Transfer, Monitored Transfer, or Confirmed Transfer, may be assigned to a user as an override. The
number of rings for an individual user may be set to any value from 1 to 99.
Feature Name: Personal Menus (Extension Specific Processing™)
Dependencies:
Feature Description: Extension Specific Processing (ESP) allows any CallXpress subscriber to have a
unique custom personal menu associated with their mailbox. When callers are routed to the
subscriber’s mailbox, either from the automated attendant or when forwarding from the telephone
system, rather than being limited to just taking a message or transferring to the operator, the call is
directed to a personalized menu for processing based on the specific needs of the subscriber. All Call
Processor Action Types are available to be utilized for calls handled with a personal menu. Separate call
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processing menus may be presented for calls that forward under a busy condition verses all other calls.
Each entry in the Answer Mode Configuration Table can be set to enable or disable either of the ESP
types (Normal/Busy). If more flexible control of ESP is required, the use of ScheduleXpress is
recommended (see ScheduleXpress).
The personal menus are configured by the administrator. However the subscriber can enable and
disable the personal menu ESP functionality from PhoneManager over the telephone or Web
PhoneManager. The subscriber can also be given the responsibility for recording the various greetings
and announcements associated with the application.
Feature Name: Dial by Name, Automated Attendant - DTMF
Dependencies:
Feature Description: CallXpress supports the Dial by Name feature for automated attendant callers
(DTMF). For callers reaching a menu who don't know the extension number of the person they are
calling, CallXpress supports two types of directory access (see One Key Directory and Extension
Number Directory for more details.) For both directory types, the system plays a prompt to callers
allowing them to access the directory. These prompts vary based on which Telephone User Interface
the subscriber is using (CallXpress, Aria, Serenade, Intuity, Centigram, Meridian Mail, Kinesis or
Repartee). Once they access the directory, the system prompts the user to spell the recipient’s name:
"Enter the first few letters of the person’s *first/last+ name. For the letter Q, use the 7 key. For
the letter Z, use the 9 key. Please enter the letters now."
When a subscriber enters one or more letters, the CallXpress system searches the subscriber mailbox
database for all combinations of names that match the letters on the keys that were entered. For the
standard directory, each name that matches the caller’s entry is announced in groups of up to nine
names, followed by the person’s extension number. When a caller hears the desired extension, he can
enter it immediately without listening to the rest of the list. For the One-Key Directory, the system
plays back a list of matching names and prompts the caller to press a single digit to transfer to the
selected party:
“For Neil Butler, press one. For Barbara Buven, press two”.
When the caller makes a selection, a prompt repeats the name chosen and the extension number for
future reference, and transfers the caller (announcing the extension number can be suppressed on a
system side basis). For long lists of matching entries, the directory announces the first three names and
then prompts:
"For more listings, press 9. To re-enter the name or extension, press the pound sign key. To
leave the directory, press the star key."
On a system wide basis, each CallXpress system can be configured to have the users spell either the
first name or the last name of other subscriber in the directory. CallXpress can be configured to use
either directory type in all system and user menus. For systems equipped with ASR (speech
recognition) resources, the menus can be configured to support spoken name directories as well as
DTMF directories.
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CallXpress 8.2 Features Guide
Feature Name: Call Screening - DTMF
Dependencies: Requires T-type, Confirmed or Monitored transfers
Feature Description: Call Screening allows individual subscribers to have CallXpress request the name
of the party attempting to transfer to the subscriber’s extension through the automated attendant.
When a subscriber enables this feature, prior to initiating a transfer to the subscriber’s extension,
CallXpress will prompt the caller to speak their name:
“Who’s calling, please?”
The system then plays a beep to prompt the caller to identify themselves. When the subscriber
answers the telephone, CallXpress will play the prompt:
“Attendant transfer. *recorded caller name+ is on the line. To accept the call, press one. To
reject the call, press nine.”
If the subscriber presses [1], CallXpress completes the transfer and the caller is connected to the
subscriber. If the subscriber presses [9] or they simply hang up, CallXpress retrieves the caller, and
sends them to the subscriber’s mailbox or ESP Call Processor (if programmed). This feature applies to
transfer requests to a subscriber’s Primary extension and all Alternate Extensions. In order to use this
feature, each subscriber must be allowed by the system administrator to utilize the Call Screening
feature. If allowed, either the system administrator or the subscriber may enable and disable the
features operation. The feature can be controlled by the user from PhoneManager or Web
PhoneManager. If the subscriber has a Personal Assistant license, this feature also offers additional
options for receiving calls (See Personal Assistant - DTMF).
Feature Name: Programmable Call Routing
Dependencies:
Feature Description: The Call Processor Mailbox can be used to create unique custom call processing
and routing applications. These applications can include any combination of the twenty-one action
types supported by CallXpress. If the CallXpress system is equipped with SR resources (Speech
Recognition), most action types can be evoked using either DTMF or speech commands. These action
types include:
Transferring to subscribers or departments
Using a speech directory to transfer to callers or departments by speaking their name
Recording a message
Logging into their mailbox by a subscriber
Playing audio announcements
Accessing a library of announcements
Sending specific fax documents or accessing a fax library (Fax-on-Demand)
Launching an IVR application
Navigating to another Call Processor menu (for creating multilevel menus)
Launching an Transaction Processing session (Voice Forms)
Recording a conversation (Live Record)
Processing an incoming fax call (Fax Tone Detection)
Recognizing and processing the fourth column of DTMF tones (A,B,C,D)
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CallXpress 8.2 Features Guide
Processing calls with no input from the caller (Timeout)
Switching system languages (multilingual applications)
Disconnecting the caller (Hang-Up)
The announcements used in call processing applications may be recorded by the any authorized
subscriber, or may be imported allowing for the use of professionally recorded announcements or the
copying of announcements from one call processing application to another. In addition, the
announcements utilized in a Call Processor mailbox may be a single announcement, or may be broken
into two parts: the Introduction announcement and the Instructions announcement. When “Two Part
Greeting” is enabled for a Call Processor, the first time a call is answered, both the Introduction and
Instructions announcements are played together, and appear as a single announcement. Any
subsequent time that the call is routed back to this Call Processor menu during the same session, only
the Instructions announcement is played, and any Time-Out action is converted to Hang-Up.
Feature Name: Automated Attendant - DTMF
Dependencies:
Feature Description: CallXpress supports a sophisticated set of automated attendant features that
allow outside callers to quickly and easily access personnel and information automatically without
human intervention. Call processing menus may be developed as broad and deep as the application
requires. There is no limit to the number of call processing menus that may be created on a CallXpress
system. Menus are created using Call Processor Mailboxes. Call Processor Mailboxes support using
both DTM and speech commands for menu navigation, assuming the system is equipped with ASR
resources. A sampling of the advanced features provided by the call processing engine of CallXpress
includes:
AudioText … CallXpress allows for the creation of Announcement Mailboxes that can be used
to store and play audio information to callers.
Directories …The CallXpress directories allows 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 that 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 program their mailbox to request the name of
the caller attempting a transfer to the subscriber’s extension from the automated attendant.
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CallXpress 8.2 Features Guide
CallXpress then plays the recorded name of the caller and asks the subscriber to either accept
or reject the transferred call.
DNIS/Trunk group routing … CallXpress can be programmed to 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 Open Text RightFax fax server, robust fax-ondemand applications can be developed using CallXpress call processing menus. 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) … CallXpress supports an optional, fully integrated Interactive
Voice Response software module to allow 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. CallXpress supports four different types of
transfers, each with differing levels of call progress supervision.
Personal menus (Extension Specific Processing™) … Each CallXpress subscriber can be
programmed to provide a unique custom call processing menu of options to callers that reach
their mailbox.
Answer Mode Configuration … Which Call Processor menu 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 3rd Thursday of November, etc.)
- Specific Port
- DNIS Number
Transaction Processing (Voice Forms) … Gathers verbal input from callers by asking up to up to
twenty-four separate questions. The responses are compiled into a single voice message and
sent to one or more subscriber mailboxes designated to receive those messages.
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CallXpress 8.2 Features Guide
Feature Name: Caller Queuing
Dependencies: Requires T-type, Confirmed or Monitored transfers
Feature Description: Caller Queuing provides outside callers that receive a busy when attempting to
transfer to an extension using the automated attendant feature with the option to hold for the desired
extension. This feature is only available when a transfer to an extension is requested through the
automated attendant, it does not apply to calls that forward from the telephone system to CallXpress
when the subscriber’s telephone is busy. After the attempt to transfer to the busy extension is made,
CallXpress retrieves the caller and plays the following prompt:
“I’m sorry, the extension for *Subscriber’s Recorded Name] is busy. You are the [position in
queue+ caller. If you would like to hold, press one; for other options, press nine.”
If the user chooses other options, they are taken to the user’s mailbox to leave a message (or the
appropriate personal menu, if programmed). If the caller chooses to hold, the system holds the call on
the port for a pre-programmed period of time. As an option, an announcement (audio from an
Announcement Mailbox) can be played to the caller while they are holding. This audio can be assigned
on a per user basis. When this period expires, if the caller is the first in queue, CallXpress will attempt
the transfer again. If the extension is still busy, the caller will again be given the option to continue
holding or to be routed to “other options” (leave a message, personal menu, etc.). For callers that are
not first in the queue, at the expiration of the Retry Interval for them, they will simply be presented
with the prompt to continue to hold or “other options”. CallXpress can be programmed to limit the
maximum number of ports to be used to hold callers. Once this number is reached, callers reaching a
busy on a transfer to a person assigned Caller Queuing will be sent directly to the messaging option for
that subscriber.
Feature Name: Directory Listing (Dial by Name) - DTMF
Dependencies: Requires recorded subscriber names
Feature Description: Each CallXpress subscriber can be programmed to appear either in the Subscriber
directory, in the Auto Attendant directory, in both directories or in neither directory. The Subscriber
directory is only available to other subscribers while addressing messages from within their own
mailbox or adding members to a Personal Distribution List. The Auto Attendant directory is only
available to callers using the automated attendant while attempting to transfer to an extension from a
Call Processor menu.
CallXpress directories can be programmed to perform in one of two ways. The One Key Directory
allows the caller to enter the first few digits of the last name of the person whom they are trying to
reach and then reads back a list of matching names from the subscriber database. The system prompts
the caller to press a single key to select from the presented list:
“For John Smith, press one. For Barbara Solten, press two.”
The Extension Number Directory also allows the caller to enter the first few digits of the last name of
the person whom they are trying to reach but this directory type lists the extension numbers for the
selected subscribers allowing the user to enter the correct extension number from the presented list:
“John Smith, six four two five. Barbara Solten, six four three six.”
A number of parameters determine how the directories act, including:
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CallXpress 8.2 Features Guide
Directory searches may either be by first or last name. Whether a system uses first name
directories or last name directories is a system wide option. The prompts are changed to
reflect the difference.
Spaces, punctuation and special characters are ignored in directory searches. Only alphabetic
characters are used in the search.
The normal directory prompt:
“Enter the first few letters of the person's *last/first] name. For the letter Q, use the seven key.
For the letter Z, use the nine key. Please enter the letters now.”
may be replaced by a custom recorded prompt (Announcement Mailbox). A name must be recorded in
a subscriber’s mailbox before they are referenced in either directory.
Feature Name: AudioText (Announcement Mailboxes)
Dependencies:
Feature Description: Announcement mailboxes are used to store and play audio information. These
mailboxes may be used for a variety of purposes, including:
Provide callers with commonly requested information in pre-recorded announcements, such as
directions to the office, hours of operations, schedules of special events, etc. This information
is accessed using a selection within a Call Processor mailbox menu.
Used as the questions in an Interactive Mailbox (Transaction Processing / voice forms).
Used to provide information or ‘music-on-hold’ for callers that have chosen to hold for a busy
extension utilizing the Caller Queuing feature.
Used to provide an introduction greeting that may be played before a subscriber’s personal
mailbox greeting. Separate announcements may be used for the Out-of-Office greeting verses
all other greetings.
Used as an introduction for calls forwarded from a Shared Extension.
Used as the Transfer announcement, overriding the default system prompt (“One moment,
please”.)
Used as the prompt given to callers accessing either the Auto Attendant or Subscriber Dial-byName Directories, overriding the default system prompt (“Please enter the first few letters of
the persons *first/last+ name. For the letter Q, press 7. For the letter Z press 9”.)
Any Announcement Mailbox may also be password protected, allowing only those callers that know
the appropriate password to access the announcement.
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CallXpress 8.2 Features Guide
Feature Name: DNIS/Trunk Group Routing
Dependencies: Requires integration to pass DNIS and\or trunk group information
Feature Description: For systems using telephony integrations that pass DNIS and trunk ID information
to CallXpress, CallXpress can be programmed to route incoming calls to different call processing
applications based on the DNIS number or trunk ID. This feature allows for the dynamic allocation of all
ports across multiple applications.
Feature Name: Optional Subscriber Extension Number Spoken During Directory Use
Dependencies:
Feature Description: In normal operation, when using the directory function with outside callers, the
user’s extension number is spoken as part of the system prompts (“Transferring to George Smith,
extension number 4433”). For purposes of security, the extension number can be suppressed from this
prompt (“Transferring to George Smith”).
Feature Name: Playback Speed Persistence
Dependencies:
Feature Description: CallXpress allows users to maintain any changes they make to the speed of
message playback when logged into their mailbox. Each subscriber mailbox can be configured for one
of the following options:
All sessions…Any change made in playback speed by the user will persist until the user changes
it in the interface.
Message only… Any change made in playback speed will persist only for the single message
being played when the change is made.
Session only… Any change made in playback speed will persist during the length of that
messaging session, resetting to normal next time the user logs in.
This setting can be set by the system administrator and is also accessible to the user in Web
PhoneManager.
Feature Name: Call Blocking
Dependencies:
Feature Description: Call Blocking allows individual subscribers to program their mailbox to block calls
coming through the automated attendant from transferring to their extension. This feature essentially
works like a Do Not Disturb feature from the automated attendant. When a subscriber enables this
feature, all requests to transfer to their extension will direct the caller immediately to their mailbox or
ESP Call Processor (if enabled), for processing; a transfer will not be attempted. This feature is applied
for transfer requests to a subscriber’s primary extension and all Alternate Extensions. Each subscriber
must be allowed by the system administrator to utilize the Call Blocking feature. If allowed, either the
system administrator or the subscriber may enable and disable the feature’s operation. The subscriber
can enable and disable the feature from PhoneManager and Web PhoneManager.
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CallXpress 8.2 Features Guide
ASR Call Processing
As well as supporting a wide range of DTMF-enabled call processing functions, when CallXpress is
equipped with the optional ASR (Automatic Speech Recognition) resources, it also supports the same
application flexibility to callers using simple and flexible speech commands. The core CallXpress call
processing menu functionality can be DTMF-enabled, speech-recognition enabled or both, allowing for
the creation of powerful applications that are simple and intuitive to use. This section lists the primary
speech-enabled call processing features of CallXpress.
Feature Name: Locate Mode Options
Dependencies: ASR
Feature Description: When users with a Personal Assistant license have Call Lists (for Presence and
Availability) with multiple entries, their mailbox can be configured as to how the call list is presented to
outside callers. The following options are available:
Silent - The caller is left on hold while the call list is traversed.
Confirm - For each subsequent number in the call list, the caller is prompted to select to locate,
leave a message, try another person, etc. If the caller selects the locate option, the next
number in the call list is called.
Confirm Once - A combination of Confirm and Silent modes. The locate option is confirmed for
initial locate number in the call list. Subsequent numbers are called in silent mode.
Announce - The caller hears the prompt “Trying locate number <n>” between calling each
number on the call list.
Announce with Cancel -The caller hears the prompt “Trying locate number <n>. To cancel,
press * or say ‘cancel’.” between calling each number on the call list.
Feature Name: Group Directories
Dependencies: ASR
Feature Description: CallXpress can include a speech recognition-driven automated attendant
function. This allows callers to speak the name of any system user or department to initiate a transfer
to that person. By default, the system directory for this feature includes all users. It is also possible to
create special limited directories and assign them to specific Call Processors. This allows for automated
attendant directories that include only a subset of users on the system. This is ideal to support
applications unique to an individual department, location, telephone system integration, etc.
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CallXpress 8.2 Features Guide
Feature Name: Alias speech recognition names
Dependencies: ASR
Feature Description: For the purpose of speech recognition, CallXpress supports assigning alias names
to many elements in the system. Alias names allow for alternate recognition patterns to increase the
accuracy and intuitiveness of the speech recognition interface. Alias names allow for the recognition
of:
Nicknames (Bob, Mike, Spike, etc.)
Titles (Doctor, Mister, Professor, etc.)
Alternate pronunciations
Alias names can be assigned to:
Subscriber names
Menu commands
Distribution Lists
Digital Networking Mailboxes
Fax Delivery Mailboxes
Interactive Mailboxes (Voice Forms)
Feature Name: Speech Enabled Automated Attendant
Dependencies: ASR
Feature Description: If CallXpress is equipped with ASR (speech recognition) resources, the system can
support menus that use both DTMF and speech commands. Most menu commands can be triggered
using a speech command. In many cases a single action can support both a DTMF key and a speech
command to invoke the feature. As well as enabling the existing Action Types, CallXpress has two
features that are available only by using speech commands. The Directory: All feature allows a Call
Processor to be enabled as the directory for a speech recognition automated attendant. By adding this
to a Call Processor, callers can now speak the name of any system user and this will initiate a transfer
to the user. The second feature is the ability to build partitioned directories that can be accessed from
a Call Processor. This allows for directories to support separate departments, separate integrations and
separate physical locations. This feature allows selections of users to be added to certain
administrative groups. A speech command is then added to the Call Processor to recognize only users
in that specific group. The Call Processor Mailbox now offers four different views of the Call Processor
Actions. There is a DTMF only view which only shows those entries with a DTMF key assigned, a speech
only view which only shows entries with a speech command, a combined view which shows everything
and a condensed view which shows all entries with a DTMF and/or a speech command assigned.
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CallXpress 8.2 Features Guide
Unified Messaging
CallXpress is the most flexible unified messaging system on the market. Offering unified messaging
functionality since 1991, CallXpress has developed into a powerful unified messaging platform that
allows users to deploy unified messaging using any of the four unified messaging architecture types on
the market today. It is the only system that allows users to mix the various types of unified messaging
architectures on a user by user basis to meet their needs and one of the few system that supports a
mix of true unified messaging users and traditional voice mail users on a single system,.
Feature Name: Server-based Unified Messaging
Dependencies: Unified Messaging Client licenses
Feature Description: CallXpress supports four types of unified messaging architecture:
Server-based Unified Messaging
Client-based Unified messaging
Secure Unified Messaging
Simplified Unified Messaging
Each architecture supplies a slightly different of features. For server-based unified messaging
implementations, the users’ voice (and fax) messages are captured by the CallXpress server and then
moved to their email Inbox on their email server. All their messages are now in a single message store.
Server-based unified messaging fully leverages all of the email client features and well as the email
server features. This method of unified messaging allows users to access their voice and fax messages
from every client that supports access to their email messages. This includes:
The PC email client in a connected state
The PC (laptop) email client in an offline state (if supported by the email client)
The email web access program
The user’s mobile device (if emails are accessible from that device)
When server-based unified messaging is deployed using either Microsoft Exchange or Lotus Notes,
message waiting indicator control is available by installing an optional applet on the email server. (For
MWI control in a Lotus Notes environment, the Domino server must be running on Microsoft Windows
servers.)
Feature Name: Client-based Unified Messaging
Dependencies: Unified Messaging client licenses
Feature Description: CallXpress supports four types of unified messaging architecture:
Server-based Unified Messaging
Client-based Unified messaging
Secure Unified Messaging
Simplified Unified Messaging
Each architecture supplies a slightly different set of features. With Client-based Unified Messaging,
voice and fax messages remain on the CallXpress server. Users configure their IMAP-compatible email
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CallXpress 8.2 Features Guide
client to connect to CallXpress. This connection displays the voice and fax messages in their email client
in a separate Inbox from their email messages. Users can listen to their voice messages and view their
fax messages from their desktop email client. Voice and fax messages can be deleted, forwarded,
saved and even dragged into common folders. For Microsoft Outlook users, custom forms are installed
that give users the tools needed to efficiently process their voice and fax messages. For users of other
email clients, the voice and fax messages appear as standard email messages with file attachments.
Voice messages can be played by any media player capable of playing wave files and fax messages can
be viewed using any graphic viewer supporting Group IV tiff files. CallXpress also supports the AVST
Media Player which allows users to play their messages from their email client either from their PC
speakers or through the telephone.
Users can also access all of their messages, voice, fax and email, over the telephone interface.
CallXpress uses advanced text to speech rendering technology to read the subject line and body of the
user’s email messages to them over the phone. Users can reply to both internal and external email
messages (sending a voice recording attachment) and forward email messages to other system users.
This unified messaging type supports the control of telephone message waiting indicators.
Feature Name: Secure Unified Messaging
Dependencies: Unified Messaging client licenses
Feature Description: CallXpress supports four types of unified messaging architecture:
Server-based Unified Messaging
Client-based Unified messaging
Secure Unified Messaging
Simplified Unified Messaging
Each architecture supplies a slightly different set of features. With secure unified messaging, all voice
(and optionally fax) messages are stored on the CallXpress server. Voice and fax messages are accessed
and managed from the Web PhoneManager application, rather than from within an email client. As an
enhancement, access to voice messages from this interface can be made completely secure by
requiring that the playback of messages be restricted to the telephone or streamed using Adobe Flash
media streaming. When configured in this manner, users never have possession of the actual voice and
fax message, and therefore they cannot be forwarded externally. With this configuration, system
administrators have the assurance that voice messages are kept separate from email messages so that
separate rules for confidentiality, discoverability, and compliance can be applied. As an option, a
simple, small text-based email message can be sent to the users e-mail Inbox which contains a link
back to the Web PhoneManager application. When this link is clicked by the user, the CallXpress Web
PhoneManager is launched.
Feature Name: Simplified Unified Messaging
Dependencies: Outgoing SMTP Gateway
Feature Description: CallXpress supports four types of unified messaging architecture:
Server-based Unified Messaging
Client-based Unified messaging
Secure Unified Messaging
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CallXpress 8.2 Features Guide
Simplified Unified Messaging
Each architecture supplies a slightly different set of features. For simplified unified messaging
implementations, the system administrator can configure a subscriber's CallXpress mailbox to
automatically send an email message to their email account each time a voice or fax message is
received. This email message can contain the message (voice or fax) as an attachment. This creates two
copies of the message; one on the CallXpress system and one in their email Inbox. Each copy must be
separately managed (saved, deleted, etc.). This version of unified messaging does not require the user
to have a Unified Messaging license, it can be set up for any user. The user can control this application,
including enable disable and email address, from the Web PhoneManager application.
Feature Name: Unified Messaging Support for Microsoft Exchange
Dependencies: Unified Messaging Client licenses
Feature Description: CallXpress supports four separate unified messaging applications:
Unified Messaging for Microsoft Exchange
Unified Messaging for Lotus Notes
Unified Messaging for IMAP
Integrated Client Access
Each package supports unified messaging in specific environments and offers a specific feature set.
Unified Messaging for Microsoft Exchange is a server-based implementation of unified messaging
designed to function within Microsoft Exchange messaging environments. This integration supports
Microsoft Exchange 2003, Exchange 2007 and Exchange 2010. User’s voice and fax messages are
generated on the CallXpress server and moved to their Inbox on the Exchange server. Users can access
their messages from the Inbox in their Microsoft Outlook client or via a web connection to the
Microsoft Outlook Web Access application. This integration supports custom personal forms for
Microsoft Outlook that add the additional tools required to quickly and easily process their voice and
fax messages. An optional MWI component can be installed on the Exchange email servers to allow the
application to control the MWI indicators on the user’s telephones.
Users can also access all of their messages, voice, fax and email, over the telephone interface.
CallXpress uses advanced text to speech rendering technology to read the subject line and body of the
user’s email messages over the phone. Users can reply to both internal and external email messages
(sending a voice recording attachment) and forward email messages to other system users.
Feature Name: Unified Messaging support for Lotus Notes
Dependencies: Unified Messaging Client licenses
Feature Description: CallXpress supports four separate unified messaging applications:
Unified Messaging for Microsoft Exchange
Unified Messaging for Lotus Notes
Unified Messaging for IMAP
Integrated Client Access
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CallXpress 8.2 Features Guide
Each package supports specific environments and offers a specific feature set. Unified Messaging for
Lotus Notes is a server-based implementation of unified messaging designed to function within Lotus
Notes messaging environments. User’s voice and fax messages are generated on the CallXpress server
and moved to their Inbox on the Domino server. Users can access their messages from the Inbox in
their Lotus Notes client or via a web connection to either Domino Web Access (iNotes) or Lotus Web
Mail. This integration supports modified user email templates that add the additional tools required to
quickly and easily process their voice and fax messages. An optional MWI component can be installed
on the Domino mail servers (if they are running on a Microsoft Windows platform) to allow the
application to control the MWI indicators on the user’s telephones.
Users can also access all of their messages, voice, fax and email, over the telephone interface.
CallXpress uses advanced text to speech rendering technology to read the subject line and body of the
user’s email messages to them over the phone. Users can reply to both internal and external email
messages (sending a voice recording attachment) and forward email messages to other system users.
Feature Name: Unified Messaging for IMAP
Dependencies: Unified Messaging client licenses
Feature Description: CallXpress supports four separate unified messaging applications:
Unified Messaging for Microsoft Exchange
Unified Messaging for Lotus Notes
Unified Messaging for IMAP
Integrated Client Access
Each package supports specific environments and offers a specific feature set. Unified Messaging for
IMAP is a server-based implementation of unified messaging designed to function within IMAP4
compatible messaging environments. Users' voice and fax messages are generated on the CallXpress
server and moved to their Inbox on the email server using standard SMTP protocol commands.
Users can access their voice and fax messages from the Inbox of any IMAP4 compatible email client.
Voice and fax messages appear as standard email messages with file attachments. Voice messages can
be played by any media player capable of playing wave files and fax messages can be viewed using any
graphic viewer supporting Group IV tiff files. CallXpress also supports the AVST Media Player which
allows users to play their voice messages from their email client using either their PC speakers or
through the telephone. Users can also access all of their messages, voice, fax and email, over the
telephone interface. CallXpress uses advanced text to speech rendering technology to read the subject
line and body of the user’s email messages to them over the phone. Users can reply to both internal
and external email messages (sending a voice recording attachment) and forward email messages to
other system users.
Feature Name: Support for IMAP Email Servers
Dependencies: Unified Messaging Client licenses
Feature Description: While CallXpress supports several unified messaging integrations tailored at
specific email systems (Unified Messaging for Microsoft Exchange, Unified Messaging for Lotus Notes),
it also offers several versions of unified messaging built on open standards. For customers who have an
IMAP email environment, CallXpress offers two unified messaging integrations:
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Unified Messaging for IMAP4 - This is a server-based unified messaging integration designed to
work with any IMAP4 compatible email system. It uses SMTP (Simple Mail Transport Protocol)
to deposit the voice messages into the user’s email Inbox and IMAP4 to access the messages
from the telephone. Any IMAP4 compatible email client can be used. This integration allows
users to access their voice, fax and email messages from the telephone. If the CallXpress
system is equipped with Text to Speech resources, the user can read their email messages
from the telephone interface. This unified messaging integration does not support the control
of telephone message waiting indicators.
Integrated Client Access - This client-based unified messaging integration can be configured to
work with both the proprietary systems (such as Exchange and Notes) as well as with any
IMAP4 compatible email system. Voice and fax messages remain on the CallXpress server and
the email client is configured to access them as well as the user’s email messages. The user’s
voice and fax messages appear in a separate folder (Inbox) within the email client. Users can
also access their email messages (along with their voice and fax messages) from the telephone
interface. If the CallXpress system is equipped with Text to Speech resources, the user can read
their email messages from the telephone interface. This unified messaging integration does
support the control of telephone message waiting indicators.
Feature Name: Support for Multiple Email Servers
Dependencies:
Feature Description: CallXpress can be configured to support unified messaging in environments
where the customer has multiple email servers. In environments where the customer is using a single
type of email system, CallXpress can be configured to connect to all of the email servers in their
environment. This includes the ability to connect to multiple email servers located in different
domains. In addition to supporting multiple connections to email servers, CallXpress can be configured
support multiple types of email integration on a single system. The following combinations are
supported on CallXpress:
Any server-based implementation along with Integrated Client Access
IMAP plus any other server-based connection
IMAP, any other server-based connection plus Integrated Client Access
CallXpress does not support the combination of Unified Messaging for Microsoft Exchange and Unified
Messaging for Lotus Notes on a single CallXpress system but will support using a dedicated connection
to one type of email system (Exchange or Notes) and either an IMAP or client-based connection to the
other mail store.
Feature Name: User TTS language control
Dependencies: TTS resources
Feature Description: Each CallXpress user has an assigned Text to Speech default language. This
language is used by default to read their email messages. CallXpress subscribers can change their Textto-Speech language selection from the user interface when listening to an e-mail message in a
different language. This allows the user to match the language selection to the language in which the
e-mail is written. Users can cycle between all of the Text to Speech languages loaded on the CallXpress
system. CallXpress supports up to five active TTS languages on a single system.
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CallXpress 8.2 Features Guide
Feature Name: Email System Special Notification
Dependencies: Requires Server-based Unified Messaging
Feature Description: CallXpress supports wide range of message notification tools. Along with the
specific CallXpress tools, server-based unified messaging users can also leverage the message
processing and notification rules of their email system. In most cases, the message processing rules can
be created to handle voice and fax messages in a special manner. Using email rules, it’s possible to:
Move voice and/or fax messages to special folders
Mark voice and fax messages with a specific category
Automatically forward voice and/fax messages to another recipient or distribution list
Set a colored flag on voice and/or fax messages
Play a specific sound upon the receipt of voice and/or fax messages
Feature Name: Telephone Access to Voice/Fax Messages from Email Client
Dependencies: Unified Messaging Client licenses
Feature Description: CallXpress Unified Messaging allows users to access, play and manage their voice
and fax messages from their desktop email client. Users can open their voice messages, play the voice
component or view the fax file, forward the message, delete the message or move the message to
another folder. The following unified messaging architectures provide this functionality:
Server-based Unified Messaging
Client-based Unified Messaging
Simple Unified Messaging
Feature Name: Voice Reply to Email - GUI
Dependencies: Unified Messaging Client licenses
Feature Description: CallXpress unified messaging (except secure unified messaging users) users have
the ability to reply to any email message with a voice response. From the email client, they can record
a voice component (using either the telephone or a microphone attached to the PC to record the
response) and the reply message will contain a wave file attachment of the voice message.
From the telephone interface, users can reply to any email message (internal or external) and will be
prompted to record their reply message. The CallXpress system will send the reply, including the
recorded response as a. wav file attachment.
Feature Name: Fast Forward/Rewind - GUI
Dependencies:
Feature Description: All of the CallXpress unified messaging forms enhancements and clients support
the ability for a user to navigate their way through listening to voice messages using fast forward and
rewind keys on the recorder bar. The function is supported in the following CallXpress unified
messaging interfaces:
Microsoft Outlook forms
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CallXpress 8.2 Features Guide
Lotus Notes legacy forms
Web PhoneManager
AVST Media Player
Feature Name: Text-to-Speech
Dependencies: TTS resources
Feature Description: CallXpress supports an email access application that allows users to access their
email Inbox and read their email messages over the telephone. This application uses a text-to-speech
rendering engine that will read the subject line and body of an email message to the user. Multiple text
to speech languages are available (see the list below)
US English
UK English
German
European French
Dutch (Benelux)
Italian
North American Spanish
Brazilian Portuguese
European Portuguese
Norwegian
Swedish
Danish
Polish
CallXpress can connect to the following types of email systems to access email messages:
Microsoft Exchange
Lotus Notes
IMAP4 compliant email systems
Currently, CallXpress uses Nuance Real Speak 4.5 as its TTS engine.
Feature Name: Forward Voice and Fax Messages Off-site (email client)
Dependencies: Unified Messaging Client licenses
Feature Description: Unified messaging users who are accessing their voice and fax messages from
their email client can forward any voice or fax messages off-site, to any e-mail address. For forwarded
voice messages, CallXpress will transcode the voice message format to a standard wave file (8 bit PCM)
and the recipient will receive an e-mail message with either a wave file attachment (for a voice
message), a graphic attachment (for a fax message) or both.
Feature Name: Forward Fax/Email Messages to Any Fax Machine (Mobile Printer)
Dependencies: Fax Server, Email Access
Feature Description: CallXpress, when used in conjunction with a third-party fax server, allows users to
use the telephone interface to forward fax and email messages to any convenient fax machine
(assuming this feature is available on the third-party fax server). For email messages that are
forwarded in this manner, most attachments will also be rendered to the fax machine, assuming the
fax server has this capability. For a list of supported attachment types, check with the manufacturer of
the fax server being used.
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CallXpress 8.2 Features Guide
Feature Name: Placing Calls from the Email Personal Address Book - GUI
Dependencies: Unified Messaging Client licenses
Feature Description: Several of the CallXpress Unified Messaging integrations include a feature that
allows users to place an outgoing telephone call to the entries in their personal email address books.
Users can highlight a name in their address book and click on the Live Reply button (part of the email
client enhancements provided by the CallXpress unified messaging additions). A window will appear
with a drop-down box that will allow them to select which of the numbers associated with that entry
they wish to dial. When the user clicks on the Call button, CallXpress will call them at their extension
and when they answer, will place an outgoing call to the selected telephone number. When the farend party answers, CallXpress drops off the line leaving the CallXpress user connected to the person
they called. This feature is available to users configured for Unified Messaging for Microsoft Exchange,
Unified Messaging for Lotus Notes and Integrated Client Access users with an Outlook client.
Feature Name: PC Multimedia Access to Voice Messages
Dependencies:
Feature Description: When CallXpress unified messaging users access their voice messages from the
groupware e-mail client, they have a choice to play the message from either the multimedia speakers
on their PC or through their telephone. Likewise, when users go to record a new voice message from
the email client they can either use the microphone on the PC or their telephone. Each user can select
the default device to use and can change the device at any time. Multimedia support is available in the
following applications:
Custom forms in Outlook for Unified Messaging for Microsoft Exchange
Enhanced email templates for Unified Messaging for Lotus Notes
Custom forms in Outlook for Integrated Client Access
The AVST Media Player
Web PhoneManager (Secure Unified Messaging)
Feature Name: Multiple Message Queues
Dependencies: Unified Messaging Client licenses
Feature Description: CallXpress unified messaging users have a choice as to how their messages are
presented to them over the telephone interface. Each user can choose to either have all of their
message types (voice, fax and email) presented in a single message queue in whatever order the user
has selected (oldest messages first or newest messages first) or a user can choose to have each
message type in its own queue. If users opt to have multiple queues, they can select which message
queue they’d like to access:
“To listen to your voice messages, press one. To access your fax messages, press two. To access
your email messages, press three. To access al messages, press four.”
Users can change the queue settings using Web PhoneManager.
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CallXpress 8.2 Features Guide
Feature Name: Configurable Unified Messaging Email Subject Display
Dependencies: Unified Messaging Client licenses
Feature Description: CallXpress allows system administrators to configure the contents of the subject
line for messages deposited into email contains for server-based unified messaging users. A mixture of
the following elements is possible:
The Message ID phrase…Such phrases as: Voice Message, Missed call, Acknowledgement,
Voice Message and 4 Page FAX, 4 Page FAX, etc. will be available.
The Sender ID phrase…Such phrases as Bob Smith (internal user name), Tel: XXXXXXXXXX
Contact: Mike Reilly (contact name), Outside Caller (no Caller ID captured), Mailbox: 7000
Remote Node: San Jose Office (network message), etc. can be used.
A unique configuration can be built for each connection to an individual email system.
Feature Name: Message Buffer (Cache)
Dependencies:
Feature Description: During installation, CallXpress creates a media storage buffer on the CallXpress
Call Server. When messages are sent to the email system for server-based unified messaging users,
CallXpress stores a copy of the message media (the .wav recording) in this buffer. When a user logs
into their mailbox and requests to play a message, CallXpress goes to the email server and retrieves the
message ID for that message. Using that message ID, the system searches the buffer on the Call Server
being used to see if the audio file is present. If it is, CallXpress uses the local copy on the Call Server to
play to the user, greatly reducing the load put on the LAN and the email server. The buffer is a firstin/first-out buffer; when the queue gets full, newer messages will force older messages to be deleted
from the queue. The size of the buffer is configurable. This message cache is supported when using any
of the server-based unified messaging implementations on CallXpress:
Unified Messaging for Exchange
Unified Messaging for Lotus Notes
Unified Messaging for IMAP
Feature Name: Groupware Address Book Support
Dependencies: Unified Messaging client licenses
Feature Description: CallXpress unified messaging supports the use of the native groupware address
books, both system and personal, for the addressing of messages from the desktop unified messaging
client. This allows users to easily send and forward messages to any member of their address books.
Messages sent using groupware addressing are routed through the email server, not through the
CallXpress server.
Feature Name: Speed and Volume Control in GUI
Dependencies:
Feature Description: All of the CallXpress unified messaging forms enhancements and clients support
the ability for a user to change the speed and volume while listening to voice messages from their
email client. Speed and volume controls are present in the following CallXpress unified messaging
interfaces:
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CallXpress 8.2 Features Guide
Microsoft Outlook forms
Lotus Notes legacy forms
AVST Media Player
Feature Name: Groupware Rules for Message Processing
Dependencies:
Feature Description: For users of CallXpress server-based unified messaging, it is possible to use the
message processing rules of their email system to manipulate CallXpress voice and fax messages that
are placed in their Inbox. Message routing, notification, aging and processing can be added to the
user’s e-mail mailbox to specially handle voice and fax messages.
Feature Name: Groupware Web Access to Messages
Dependencies:
Feature Description: CallXpress users of server-based unified messaging (where the user’s voice and
fax messages are placed into their email Inbox), will have the ability to view, access and process their
voice and fax messages, along with their email messages, from any web email access client deployed at
their site. Voice and fax messages will appear as simple email messages with file attachments. By
default, voice messages will appear as .wav file attachments and fax files will appear as .tif file
attachments. Upon clicking on the attachments, they will be processed using whatever native tools are
available on the computer being used to access the messages.
Unified Messaging for Exchange - Microsoft Outlook Web Access is supported. Voice and fax
messages will appear as simple file attachments to email messages.
Unified Messaging for Lotus Notes - Both Domino Web Access (iNotes) and Lotus Web Mail are
supported. Voice and fax messages will appear as simple file attachments to email messages
Unified Messaging for IMAP - Most other web applications are supported. Voice and fax
messages will appear as simple file attachments to email messages.
Feature Name: High Content Mailbox Enumeration (Partial Message Enumeration)
Dependencies:
Feature Description: When users access their email Inbox from the telephone interface, the first thing
CallXpress does is enumerate their messages to generate a count to be played for the user:
“You have[ forty four] new messages and sixty five saved messages.”
Users who store large numbers of messages in their e-mail inbox may experience a delay in receiving
this count based on the number of messages in their Inbox and the speed and performance attributes
of their email server. For users with large numbers of messages in their email Inbox who experience
any significant delay, CallXpress supports a modified message enumeration scheme that will greatly
shorten the time it takes for a user to gain access to their messages over the telephone. The user’s
mailbox can be configured to go out and get a subset of the messages in their mailbox (based on
number of messages or age of messages) and allow the user to start processing those messages as the
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CallXpress 8.2 Features Guide
full message enumeration continues in the background. With this feature enabled, the user will not
receive a message count when logging into their mailbox.
Feature Name: Localizations for Desktop Clients
Dependencies:
Feature Description: All of the end user-facing graphical user interfaces on CallXpress are available in
various localized versions. For unified messaging users, the localizations include enhancements to the
email clients. For Web PhoneManager users, all the screens are localized. The current list (as of
CallXpress 8.0) of supported localizations for Microsoft Outlook, Lotus Notes and Web PhoneManager
is as follows:
English
Italian
Danish
German
Spanish
Finish
French
Norwegian
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Swedish
CallXpress 8.2 Features Guide
User Speech Interface
As well as offering a traditional DTMF user interface, CallXpress can be equipped with ASR resources
(speech recognition) and also offer users a fully-handsfree speech driven interface. Using this interface,
users can log into their mailbox, access their voice, fax and email messages, make outgoing calls and if
properly configured access their groupware calendar and contacts. Below are a few of the more
popular speech-driven user features.
Feature Name: Callback Sender - ASR
Dependencies:
Feature Description: CallXpress supports the ability for a user to automatically place a return call to
the person who left them a voice message. While listening to a message that includes either a captured
ANI/CLID number or an entered callback number, a CallXpress subscriber user can simply say
"Callback" and the system will place an outgoing call to the captured number.
Feature Name: Speed Control in the TUI - Speech
Dependencies: ASR
Feature Description: CallXpress users who are using the speech Voice User Interface (VUI) interface
can vary the speed of their voice messages being played over the telephone system interface. Users
can increase the speed of the message by saying “Increase message speed” and can decrease the
message playback speed by saying “Decrease message speed”. The persistence of the changes made to
message playback speed is controlled by a setting in the user’s mailbox. Each subscriber mailbox can be
configured for one of the following options:
All sessions…Any change made in playback speed by the user will persist until the user changes
it in the interface.
Message only… Any change made in playback speed will persist only for the single message
being played when the change is made.
Session only… Any change made in playback speed will persist during the length of that
messaging session, resetting to normal next time the user logs in.
This setting can be set by the system administrator and is also accessible to the user in Web
PhoneManager.
Feature Name: Barge-In
Dependencies:
Feature Description: CallXpress supports system wide Barge-In. Barge-in allows users to speak
commands at any time, even during prompt or message playback. This feature is available to both
external callers and system users. The system administrator can adjust barge-in sensitivity on a perdevice basis for users. Barge-in sensitivity can also be set on a per device basis for each device for each
user.
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CallXpress 8.2 Features Guide
Feature Name: Continuous Connection, Speech Server
Dependencies: ASR
Feature Description: CallXpress supports the ability for those users with a Personal Assistant license to
remain connected to the system even after making or excepting telephone calls. The two versions of
this work as follows:
Continuous Connection on outgoing calls…When a Personal Assistant user makes an outgoing
call while logged into CallXpress (using the Call, Dial, Ring, Locate or Callback commands), after
the original call is terminated (the far end party disconnects), the user will be returned to the
main menu and prompted for more actions:
“What would you like to do?”
Continuous Connection on incoming calls…When a Personal Assistant user receives an
incoming call from the system (a caller is sent to their extension or one of their other
accessible devices), after the original call is terminated (the calling party disconnects), the user
will be prompted to log into their mailbox (“Please speak or enter your password.”) and then
sent to the main menu and prompted for more actions (“What would you like to do?”).
These two features allow for Personal Assistant users to remain connected to the system for long
periods of time as they process messages, access their calendar, make calls and send new messages.
Feature Name: Voice User Interface (VUI) Type
Dependencies: ASR
Feature Description: For CallXpress systems equipped with ASR (speech recognition) resources, each
user can be configured for one of four types of Voice User Interface. The settings are as follows:
None…If this setting is used, the subscriber takes no advantage of the speech functionality.
They can’t use speech commands once they are logged into their mailbox and outside callers
attempting to transfer to them through CallXpress won’t be presented with any speech
command options. They will be able to log onto their mailbox using speech if the answering
Call Processor Mailbox is so enabled.
Subscriber Session…With this setting selected, the user will be able to access their mailbox
using the basic speech commands or the full speech command set if they have a Personal
Assistant license. However, callers attempting to transfer to them through CallXpress won’t be
presented with any speech options.
Call Completion…When this option is selected, subscribers won’t be able to use speech
commands once they are logged into their mailbox. However, callers attempting to transfer to
them through CallXpress will be presented with the call completion speech options.
Full…With this option selected, the user will be able to access their mailbox using the basic
speech commands or full speech command set if they have a Personal Assistant license. Also,
outside callers attempting to transfer to them through CallXpress will be presented with the
call completion speech options.
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CallXpress 8.2 Features Guide
Feature Name: Auto Locate
Dependencies: Personal Assistant license
Feature Description: For CallXpress users who have enabled the Personal Assistant feature enabled,
the Locate Mode setting controls how the system prompts outside callers when the user has multiple
telephone numbers in their current Call List. The choices are as follows:
Silent…The caller is left on hold while the call list is traversed. There is no audio prompting to
the caller as to the status of the various calls being made. If PBX transfers are being used, the
caller will hear noises (and possibly Music On Hold going off and on) as the transfers occur.
Confirm (default)…For each subsequent number in the call list, the caller is prompted to select
to locate (try the next number), leave a message, try another person, etc. If the caller selects
the locate option, the next number in the call list is called.
Confirm Once…A combination of Confirm and Silent modes. The locate option is confirmed for
initial locate number in the call list. Subsequent numbers are called in silent mode. Once again,
if PBX transfers are being used, the caller will hear noises (and possibly Music On Hold going off
and on) as the transfers occur.
Announce…The caller hears the prompt “Trying locate number <n>” between calling each
number on the call list.
Announce with Cancel…The caller hears the prompt “Trying locate number <n>. To cancel,
press * or say ‘cancel’.” between calling each number on the call list.
Feature Name: Automatic Contacts Refresh
Dependencies: Personal Assistant license
Feature Description: For those users who have integrated their Microsoft Outlook Contacts or Lotus
Notes Personal Address Book to their CallXpress Phonebook (those users set for an External
Phonebook), when new contact entries are made, or when changes are made in Contacts to the name
of an existing entry, in order for them to be accessed by name via speech recognition, these names
need to be uploaded into the user’s speech recognition grammar. There are three ways to update the
user’s CallXpress Phone Book.
Automatic Contacts Refresh…The administrator can setup users (on a per Class of Service
basis) to have their Phonebooks updated from their groupware contacts each time the user
logs into their mailbox.
Daily Contacts Refresh…The administrator can setup CallXpress to update all
Phonebook/Contacts each evening during the Daily Maintenance routines.
Manual Contacts Refresh… At any time, users can manually refresh their Phonebook by saying:
“Refresh my contacts”
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CallXpress 8.2 Features Guide
Feature Name: Call Recording - Speech
Dependencies: Personal Assistant license
Feature Description: CallXpress users who have the Personal Assistant feature enabled have the ability
to record certain types of calls. These call recordings are sent to their mailbox as voice messages. The
decision to record a call must be made at the beginning of the call. Personal Assistant users can use the
following commands to record calls:
“Call and record.”…This command allows users to call members of their CallXpress Phonebook
and record the outgoing call.
“Call back and record”…This command allows users to place calls back to the ANI or callback
number associated with a voice message and record the result.
“Locate and record.”… This command allows a user to call directly to another user’s current
presence setting numbers and record the resultant conversation.
“Dial and record.”…This command allows a user to place a call to a spoken number (“Dial and
record [four seven five two two one seven]”) and record the call.
“Ring and record.”…This command allows a user to place a call to the primary extension of a
system user and record the call.
Feature Name: Microsoft Contacts Integration - Speech
Dependencies: Personal Assistant license
Feature Description: CallXpress subscribers who have the Personal Assistant feature enabled on their
mailbox can have their mailbox configured to automatically download their Microsoft Exchange
Contacts database into their CallXpress Phonebook. Once integrated, users can then use the names in
their Contacts to make calls, forward messages and send new e-mail messages.
Users can place calls to contacts entries at their business, home and mobile phone numbers
using the “Call” and “Call and record” commands.
Users can send voice messages (an e-mail with a wave file attachment) to their Contacts
entries using the “Send a message” command.
Users can send text-based email messages (a pure text email created from one of the email
message templates) to their Contacts entries using the “Create text email” command.
Feature Name: Internal Call Transfer to Voicemail
Dependencies: ASR
Feature Description: Users on systems equipped with ASR (speech recognition) resources on an
existing phone call at their desk can use the CallXpress system to transfer that call to the voice mailbox
of another system user. After placing a call to CallXpress (usually through the use of a speed dial key),
the user says “Transfer call to voicemail.” The system will reply with “To which user?” The user speaks
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CallXpress 8.2 Features Guide
the destination user’s name and hangs up the phone. CallXpress looks up the new call recipient in the
directory and places the call into that user’s voice mailbox.
Feature Name: Automatic Phonebook Entry - Speech
Dependencies: Personal Assistant license, internal phonebook
Feature Description: CallXpress users who are using their Phonebook in Local Store mode can
automatically create new entries in their Phonebook from received e-mails. If, while listening to an email message, a user says “Add sender to address book”, the system will create a new entry in the
user’s Phonebook based on the information contained in the e-mail. The new record will have only the
sender’s name and e-mail address (from the sender information in the e-mail message). The user can
add the other information to the entry at a later date using the Web PhoneManager client. If the
sender name already exists in the user’s address book, the system will inform the user that an entry
with that name is already present. Users who are using their Phonebook in External Store mode cannot
use this feature.
Feature Name: Message Recording and Editing Options - Speech
Dependencies: ASR
Feature Description: CallXpress users who are using the speech-recognition VUI (Voice User Interface)
can cancel, append to and re-record messages they are in the process of recording. The following
commands are supported after recording a message:
Re-record the message (“Re-record the message.”)
Append to the message (”Append to the message.”)
Cancel the message (“Cancel the message.”)
Review the message (“Review the message.”)
Mark the message as urgent (“Mark as urgent.”)
Review the current list of recipients (“Review receipt list.”)
Remove any specific recipient (“Remove recipient.”)
Remove all of the current recipients (“Remove all recipients.”)
Feature Name: Total Hands-free Interface
Dependencies: ASR
Feature Description: The CallXpress Speech Server provides for a full hands-free user experience. If the
system is properly configured, once the call is dialed, users can access the full functionality of the
system without having to dial any DTMF digits. This includes the ability to log onto the system, access
all their messages (voice, fax and email), send new messages (voice and email), locate other users,
making outgoing calls, access their Exchange Calendar and return to the system main menu to perform
other functions after a call is completed.
Feature Name: Logon by Voice
Dependencies: ASR
Feature Description: CallXpress allows certain users to log into their mailboxes using only speech
commands. Users can say “User Login” when they first call into the system. The system will respond by
asking them for their name or mailbox number. Users can speaker their name and system will next
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CallXpress 8.2 Features Guide
prompt the user to enter or speak their password. Users can then either speak their password or enter
it using the telephone DTMF pad (For security reasons, it is good practice not to speak your password
in any environment where it might be overheard.) If the user is calling in from a phone number
associated with their mailbox, the system can be programmed to simplify the login process. Users can
be setup so that when calling in from a specific number, the system will recognize them by the ANI and
only ask them to enter or speak their password. Users can also have other numbers (typically their
mobile telephone number) be recognized as a “Trusted” extension. In this case, the system will ask for
neither mailbox nor password, it will answer and immediately log the user into their mailbox.
Feature Name: Context Sensitive Help - Speech
Dependencies: ASR
Feature Description: Whenever they are logged onto their mailbox using the speech interface,
CallXpress users have access to context sensitive help. Users can say “Help” at anytime and they will be
presented with a list of options available to them based on their location in the application. At higher
level menus, users can say “Help categories.” And will be presented with the various categories of help
that are available. The system will prompt them to select help in a particular category (“You may say
messaging help, system settings help, call-out help, automated attendant help, etc….”)
In lower level menus, help may offer specific available commands:
“You can say delete this message, forward this message or save this message.”
Help is available for both the speech commands and for the DTMF commands supported by the
system.
Feature Name: Nuance Real Speak 4.5 Text to Speech
Dependencies: TTS resources
Feature Description: CallXpress supports a number of applications that use Text to Speech rendering
to read information to callers. Support for Text to Speech on CallXpress is supplied by the Nuance Real
Speak 4.5 TTS Engine. Nuance is the world leader in speech recognition and text to speech technology.
Feature Name: Nuance 9.0 Speech Recognition Engine (ASR)
Dependencies: ASR
Feature Description: CallXpress supports a number of applications that can be run using speech
commands. Support for speech recognition on CallXpress is supplied by the Nuance 9.0 Speech
Recognition Engine. Nuance is the world leader in speech recognition.
Feature Name: Barge-in Sensitivity by Device
Dependencies: ASR
Feature Description: Each device (phone number) programmed for each user can have its own bargein sensitivity setting. The Barge-In Sensitivity setting controls how loudly or softly the subscriber must
speak when using that particular device in order to ‘barge in’ to a call using speech commands
(override existing prompts being played). A lower setting makes the system less sensitive for this
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device, while a higher setting makes the system more sensitive. This setting compensates for the audio
differences between devices.
Feature Name: System Callback - Speech
Dependencies: ASR
Feature Description: For some situations, it may cost less for calls to a mobile device (user) than from
the device to CallXpress. For these users, the System Callback feature can be used. With System
Callback, as soon as the user logs into their CallXpress mailbox, they issue the “Call back” or “Call me
back” command and the ensuing dialog occurs:
System - “Please say ‘This device’, ‘A telephone number’, ‘One of your devices, ‘List devices’, or
‘Goodbye’ to cancel.”
User - Selects the callback location\device
System - “Please hang-up now to accept the call.”
User - Answers incoming call
System - “Please say or enter your password.”
The user is now connected but the charges for initiating the call have been moved to the CallXpress
system.
Feature Name: Retrieve Messages by Sender Name
Dependencies: ASR
Feature Description: For users on CallXpress systems equipped with ASR (speech recognition)
resources, users can search their mailbox for messages sent by a specific system subscriber. Using the
appropriate commands, users can request access to various message types from another system
subscriber. Users can limit the message list using the following filters:
All - Retrieve all messages regardless of folder. Default if no filters are specified.
New - Retrieve messages flagged as new only.
Saved - Retrieve saved messages only.
Read - Retrieve all read messages regardless of folder.
Message Type - Retrieve messages of a specific type (i.e. voice, fax, email).
Urgent - Retrieve messages marked urgent only regardless of folder.
Date - Retrieve messages from a specific date only (e.g. yesterday), since a specific date (e.g.
this week) or between a date range (e.g. last month or from November 1st through November
15th).
Users can specify at least 2 filters. For example, to retrieve “new voice” messages from a specific
sender.
Feature Name: Callback Sender - Speech
Dependencies:
Feature Description: CallXpress users can be configured with the ability to make return calls to the
internal and external senders of voice messages. If the CallXpress system captured the ANI for the call,
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or if the caller manually entered a callback number, the user can place a return call to the sender by
using “Call back.” command.
Feature Name: Call Screening Features – Speech
Dependencies:
Feature Description: For users on systems equipped with ASR (speech recognition) resources,
CallXpress provides a number of options for handling screened incoming phone calls. When presented
with a new call, users have the option of using the following commands to process the call:
“Accept Call” - Accept the incoming call.
“Reject Call” - Send the caller to voicemail or other specified options.
“Acknowledge Call” - Decline the call but record a short message to be played to the caller. The
caller is then sent to voicemail or other specified options.
“Divert Call” - Decline the call but redirect the call to another system user. The original
recipient can record a short message to be played to the caller announcing the transfer.
The Acknowledge feature is available to all users with a Personal Assistant license. The Divert feature is
only available to users with a Personal Assistant license and a Speech VUI type.
Feature Name: Call Holding
Dependencies: ASR
Feature Description: CallXpress allows users to make or receive more than one call at a time. If a user
is on an outside call (either one they received or one they initiated), they can use the command
“CallXpress, hold call.” to place their current call on hold. The user can then attend to other tasks
within the interface including:
Access their messages
Send a new message
Access their calendar
Access their contacts
Make a second call
When the user is ready to return to their original call, then access the held call using the command
“Get held call.”
Feature Name: Speech VUI Pause and Resume
Dependencies: ASR
Feature Description: For CallXpress subscribers logged into their mailbox and configured to use the
speech recognition VUI, CallXpress supports the ability to pause mid-session. Pausing is accomplished
by speaking the command “Pause Session”. When a user pauses their session, their place in the session
is saved. The user can now attend to other external tasks. When the user is ready to return to their
session, they speak the command “Resume session”. At that point, normal speech recognition is
resumed and they are returned to where they were in their session when they paused. When a session
is paused, the ASR interface goes into key word spotting mode. In this mode, while speech recognition
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is active, only a few key phrases are recognized. In pause mode, key word spotting only recognizes the
command “Resume session.”
Feature Name: Internal Call Transfer
Dependencies: ASR
Feature Description: Users on systems equipped with ASR (speech recognition) resources on an
existing phone call at their desk can use the CallXpress system to transfer that call to another system
user. After placing a call to CallXpress (usually through the use of a speed dial key), the user says
“Transfer call.” The system will reply with “To which user?” The user speaks the destination user’s
name and hangs up the phone. CallXpress looks up the new call recipient in the directory and transfers
the call using the existing transfer rules (Call Lists, Schedules, etc.).
Feature Name: Message Queue Access, Navigation and Processing - Speech
Dependencies: ASR
Feature Description: CallXpress users who have the ASR (speech recognition) Voice User Interface
(VUI) enabled for their mailbox can access their messages using voice commands. Users can navigate to
and through the message queues using the following commands:
“Check messages”
“Get *new, urgent, saved, read+ *voice, email, fax+ messages.”
“Get *new, read+ missed calls.”
“Get *new, read+ acknowledgement messages.”
“Get *new, urgent, saved, read+ *voice, email, fax+ messages from *senders name+.”
Once the user is accessing a message queue, they can navigate through the queue using the following
commands:
“Next message.”
“Previous message.”
“First message.”
“Last message.”
“Skip ahead *X+ messages.”
“Skip back *X+ messages.”
Once accessing a message, the user can process the message using the following commands:
“Save message.”
“Reply to message.”
“Delete this message.”
“Forward this message.”
“Call back *and record+.”
For a full list of supported commands, see the CallXpress VUI Quick Reference Guide.
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Personal Assistant and Mobility
When equipped with ASR resources (speech recognition), CallXpress supports an advanced set of user
features called Personal Assistant. This feature set implements a wide range of advanced features
including telephony presence and availability control, access to groupware contacts and calendar,
advanced call screening options and many more.
Feature Name: CallXpress Mobile
Dependencies: Personal Assistant
Feature Description: The CallXpress Mobile application provides a set of leading-edge features for
mobile telephone users that are controlled from their mobile devices using native clients. AVST
provides clients for both Apple iPhone and Google Android devices. These applications allow users to
perform a number of unified communications functions from a familiar device interface that matches
the other applications on their device. The applications include:
Single mailbox…Used in conjunction with Personal Assistant, the CX Mobile application allows
a user to route all of their unanswered calls, from any of their telephone numbers, to a single
voice mailbox on the CallXpress system.
Single number… Used in conjunction with Personal Assistant, the CX Mobile application allows
a user to publish a single telephone number for outside callers and lets them control how their
calls are routed to their various telephone numbers.
Mobile number protection… Used in conjunction with Personal Assistant, the CX Mobile
application allows a user to make outgoing calls from their mobile device that will display the
main CallXpress telephone number as the source ANI number to the called party allowing them
to control who has access to their mobile device number.
Incoming call control… Used in conjunction with Personal Assistant, the CX Mobile application
allows a user to receive notifications of incoming calls on their mobile device delivered through
the mobile device data channel. They can then decide to answer, acknowledge or redirect that
call or to send the caller to voicemail.
Outgoing call generation… Used in conjunction with Personal Assistant, the CX Mobile
application allows a user to make outgoing calls from their mobile device that will use
CallXpress to connect the calls. Calls can be made to Contacts, entries in their call log, to return
calls from voice messages left on CallXpress or can be dialed manually.
Voice message access… Used in conjunction with a unified messaging license, the CX Mobile
application allows a user to access their voice and fax messages that are stored on CallXpress.
They can listen to or view their messages and delete, save, reply and forward their messages.
System call log…. Used in conjunction with Personal Assistant, the CX Mobile application
displays to the user a call log that lists all the calls, both incoming and outgoing, that came
through CallXpress. The user can use this list to place callbacks.
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Fixed mobile convergence……. Used in conjunction with Personal Assistant, the CX Mobile
application allows the user to transfer calls that were made or received through CallXpress to
any of their other devices.
Mailbox settings control… Used in conjunction with Personal Assistant, the CX Mobile
application allows a user to maintain many of their mailbox settings from an easy to use mobile
client. They can maintain their availability settings, set their call handling options and control
some of their message notification options.
Feature Name: Native Mobile Clients
Dependencies: Personal Assistant
Feature Description: The CallXpress Mobile application provides a set of leading-edge features for
mobile telephone users that are controlled from their mobile devices using native clients. AVST
provides native clients for both Apple iPhone and Google Android devices. The applications are
downloaded from the respective application stores; iTunes and Android Marketplace. These
applications allow users to perform a number of unified communications functions from a familiar
device interface that matches the other applications on their device.
Feature Name: Number Protection
Dependencies: Personal Assistant
Feature Description: CallXpress supports a mobile number protection feature for the users. The CX
Mobile application allows users to make outgoing calls from their mobile device through CallXpress
that will display the main CallXpress telephone number as the source ANI number to the called party.
This allows the user to control who has access to their mobile device number. Outside callers will
return calls to the main CallXpress number which will route the call to the user based on their current
Personal Assistant settings.
Feature Name: Mobile Incoming Call Control
Dependencies: Personal Assistant
Feature Description: CallXpress supports an incoming call control feature for user’s mobile devices.
This feature allows a user to receive notifications on their mobile device of incoming calls to the
CallXpress system. These notifications are delivered to the mobile device using the mobile device data
channel. When a user receives the notification, they have the option to process the call in any of
several ways:
Accept the call…connects the incoming call to the caller as a normal incoming telephone call
Reject the call…routes the caller to voicemail
Acknowledge the call…allows the user to record a brief acknowledgement message that will
be played to the caller
Transfer the call…allows the user to transfer the call to any other system user or device
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If the user opts to accept the call, the call is connected to them through the telephony connection to
the mobile device allowing the application to work regardless of the level of data connectivity
available.
Feature Name: Mobile Outgoing Call Management
Dependencies: Personal Assistant
Feature Description: CallXpress supports the ability for users to make outgoing calls from their mobile
device that will use CallXpress to connect the calls. Calls can be made to Contacts or entries in their call
log. The application will also allow a user to return calls from voice messages left on CallXpress and
users can dial numbers manually. For this type of call, the receiving party will see the ANI number
associated with the CallXpress system, not the user’s mobile device number.
Feature Name: Mobile Client Voice Messaging
Dependencies: Personal Assistant, Unified Messaging
Feature Description: CallXpress supports the ability for users to access their voice and fax messages
stored on CallXpress from their mobile device. Used in conjunction with a unified messaging license,
the CX Mobile application allows a user to access and process their voice and fax messages. They can
listen to their voice messages. They can view their fax messages. They can process those messages
(delete, save, reply, forward, mark as unread) and can record and send new voice messages.
Feature Name: Mobile Client Call Log
Dependencies: Personal Assistant
Feature Description: The CallXpress Mobile client includes a call log that displays all the user’s calls,
both incoming and outgoing, that came through CallXpress. The user can use this list to place return
calls.
Feature Name: Mobile Fixed Mobile Convergence
Dependencies: Personal Assistant
Feature Description: The CallXpress Mobile client supports a fixed mobile convergence application.
Using this feature, a user can transfer any active call on their mobile (that came in through or was
placed through CallXpress) to any of their other devices. As an example, a user could take an incoming
call on their mobile device while driving into work and, when they arrived at their desk, transfer the
call to their desk telephone.
Feature Name: Mobile Client Mailbox Settings Control
Dependencies: Personal Assistant
Feature Description: The CallXpress Mobile client supports an application which allows users to
maintain many of their mailbox settings directly from their mobile phone. Using the CallXpress Mobile
client, the user can maintain their availability settings, set their call handling options and control most
of their message notification options.
Feature Name: Personal Assistant
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Dependencies: Personal Assistant, ASR (for some features)
Feature Description: CallXpress supports an advanced user type by applying a Personal Assistant
license to a Subscriber Mailbox. The Personal Assistant license adds the following features to a user’s
capabilities:
Presence and Availability
Contact access for messaging and calling (“Call Bob Harris”)
Calendar access and management (“Get my appointments for today”, etc.)
Call waiting (whisper notification)
Total Handsfree
Continuous connection
Call recording (“Locate and record”, “Accept and record”, etc.)
Acknowledge call
Call Divert
Call Transfer
Missed Call Notification
While many of these features require the user to be enabled for the Speech VUI, some are available for
DTMF only users as well (see DTMF Personal Assistant Features).
Feature Name: Presence and Availability
Dependencies: Personal Assistant
Feature Description: CallXpress users who are equipped with a Personal Assistant license have access
to a full set of telephony presence and availability features. For each Personal Assistant user, a set of
Devices, Call Lists, Presence Settings, Schedules and Calendars can be programmed. For each user, a
single Device List is created that contains all telephone numbers associated with the subscriber
(primary extension, alternate extensions, business mobile number, personal mobile number, home
phone number, home office number, etc.). From this list of devices, a set of Call Lists are created. A Call
List is a logical set of telephone numbers that might be dialed based on the user’s availability
circumstances. For example, for one subscriber, a Call List might be created called At Work that first
rang the user’s desktop extension and then tried their business mobile phone number. Another Call
List for the same subscriber might only contain their business mobile telephone number and might be
called Mobile. Once the Call Lists are created, Schedules are built that assign the various Call Lists to be
used based on the time of day. For example, from 6:00 AM to 8:00 AM, while the subscriber is driving
to work, they may wish to have their Mobile Call List in use. From 8:00 AM to 5:00 PM, while they are
at their desk, they might want their At Work Call List to be active. Then, again for the commute home,
they may want switch to their Mobile Call List. Once the Schedules are built, the Calendar is used to
assign a Schedule to each day of the week. Anytime a user wishes, they can call into the system and
Override their current availability setting by assigning any of their Call Lists or Schedules to themselves
as an Override.
Feature Name: Presence Names – Presence and Availability
Dependencies: Personal Assistant, ASR
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Feature Description: Presence Names are assigned to Call Lists and are used to create Presence and
Availability Schedules and for Overrides. Presence names can also have durations assigned to them for
when they are used as Overrides. Available duration types are:
Until Specific Time of Day
Length of Time
Indefinite
Feature Name: Call Lists – Presence and Availability
Dependencies: Personal Assistant
Feature Description: Each CallXpress user configured with a Personal Assistant license can be
configured with one or more Call Lists. A Call List is a logical set of telephone numbers that might be
called to locate the user based on the user’s availability circumstances. For example, for one
subscriber, a Call List might be created called At Work that first rang the user’s desktop extension and
then tried their business mobile phone number. Another Call List for the same subscriber might only
contain their business mobile telephone number might be called Mobile. Once the Call Lists are
created, they are assigned a name (Presence Name) and generally, they are placed into Schedules to
control availability based on day and time. Anytime a user wishes, they can call into the system and
Override their current availability settings by assigning any of their Call Lists or Schedules to
themselves as an Override.
Feature Name: Schedules – Presence and Availability
Dependencies: Personal Assistant
Feature Description: Personal Assistant users can have schedules to control their telephony
availability. Schedules contain the Call Lists to be used based on the time of day. For example, from
6:00 AM to 8:00 AM, while the subscriber is driving to work, they may wish to have their Mobile Call
List in use. From 8:00 AM to 5:00 PM, while they are at their desk, they might want their At Work Call
List to be active. Then, again for the commute home, they may want switch to their Mobile Call List.
Once the Schedules are built, the Calendar is used to assign a Schedule to each day of the week. Users
can override their schedules at any time, directing their calls to any schedule or Call List.
Feature Name: Calendar – Presence and Availability
Dependencies: Personal Assistant
Feature Description: Personal Assistant uses can have Calendars to control their availability. Calendars
contain a Schedule for each day of the week. Users can override their Calendar at any time by directing
their calls to any Call List or Schedule.
Feature Name: Microsoft OCS\Lync Connector
Dependencies: Personal Assistant
Feature Description: CallXpress can serve as an Intelligent Gateway, connecting Microsoft OCS/Lync to
the customer’s PBX. This gateway allows the OCS softphone client to perform as a telephone device
within CallXpress. The following functions are available:
Route incoming calls to user’s OCS/Lync client
Allows outbound calls from OCS/Lync to the PSTN
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No additional client software required
Feature Name: Personal Availability Override
Dependencies: Personal Assistant, ASR
Feature Description: Personal Assistant users can have their availability managed by Call Lists,
Schedules and Calendars. For those times when users need to temporarily change their availability,
they can put an availability override into effect. An availability override temporarily routes their
incoming calls directly to either one of their Call Lists (using its Presence Name) or to one of their
Schedules. Overrides to Call Lists (using Presence Names) can be set up to remain in effect until the
user cancels them or can have a duration associated with them. Overrides to Schedules remain in place
based on the Presence Name setting or until the user removes them. Overrides can be initiated either
using speech commands from within the user’s mailbox or from the Web PhoneManager application.
Feature Name: Calendar Access and Use - Speech
Dependencies: Personal Assistant, ASR
Feature Description: Users with a Personal Assistant license (on systems with speech-equipped ports)
who are Microsoft Exchange or Lotus Notes users, will be able to access their calendar from the speech
VUI (Voice User Interface). These users will have the following capabilities:
Read their calendar…Users can have their calendar entries read to them by asking for
information about various dates such as:
“Get my appointments for today.”
“Get my calendar for next Thursday.”
“Get my appointments for a week from Friday.”
Create new meetings and appointments…Users can schedule new appointments and meetings
including inviting system users and members of the CallXpress Phone Book to meetings.
“Create an appointment.”
Accept or reject meeting requests…Users can request to hear their new meeting requests and
can respond to them using “Accept”, “Decline” or “Mark as tentative”.
Feature Name: Microsoft Exchange Calendar and Contacts Integration
Dependencies: Personal Assistant, ASR
Feature Description: Users with a Personal Assistant license (on systems with speech-equipped ports)
who are Microsoft Exchange users (using Exchange 2003 and higher), will be able to access their
calendar and Contacts Address Book when logged into the CallXpress system. They will be able to read
their calendar and create new appointments and meetings. They will be able to access information
from entries in their Contacts. They will be able to make calls, send and forward messages, and send
text-based email messages to members in their Contacts.
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Feature Name: Microsoft Exchange Contacts Integration
Dependencies: Personal Assistant
Feature Description: CallXpress subscribers who have the Personal Assistant feature enabled on their
mailbox can have their mailbox configured to automatically download their Microsoft Exchange
Contacts database into their CallXpress Phonebook. Once integrated, users can then use the names in
their Contacts to make calls, forward messages and send new e-mail messages.
Users can place calls to contact’s entries at their business, home and mobile phone numbers
using the “Call” and “Call and record” commands.
Users can send voice messages (an e-mail with a wave file attachment) to their Contact’s
entries using the “Send a message” command.
Users can send text-based email messages (a pure text email created from one of the email
message templates) to their Contact’s entries using the “Create text email” command.
Feature Name: Lotus Notes Personal Address Book Integration
Dependencies: Personal Assistant
Feature Description: CallXpress subscribers who have the Personal Assistant feature enabled on their
mailbox can have their mailbox configured to automatically download their Lotus Notes Personal
Address Book database into their CallXpress Phonebook. This requires that their Personal Address Book
be stored on a Domino Mail Server. Once integrated, users can then use the names in their Contacts to
make calls, forward messages and send new e-mail messages.
Users can place calls to contact’s entries at their business, home and mobile phone numbers
using the “Call” and “Call and record” commands.
Users can send voice messages (an e-mail with a wave file attachment) to their Contact’s
entries using the “Send a message” command.
Users can send text-based email messages (a pure text email created from one of the email
message templates) to their Contact’s entries using the “Create text email” command.
Feature Name: Lotus Notes 8.X Calendar and Contacts Integration
Dependencies: Personal Assistant, ASR
Feature Description: Users with a Personal Assistant license (on systems with speech-equipped ports)
who are Lotus Notes users (using Domino 8.0 and higher), will be able to access their calendar and
Personal Address Book when logged into the CallXpress system. They will be able to read their calendar
and create new appointments and meetings. They will be able to access information from entries in
their Personal Address Book. They will be able to make calls, send and forward messages, and send
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text-based email messages to members in their Personal Address Book. This requires that the Personal
Address book be stored on the Domino server (an option for Lotus Notes users).
Feature Name: DTMF Personal Assistant Features
Dependencies: Personal Assistant
Feature Description: While many of the Personal Assistant features require the user to be enabled for
the Speech VUI, the following features are available to DTMF-only users who have a Personal Assistant
license:
Presence and Availability
Accept call
Reject call
Acknowledge call
The prompt heard by the subscriber receiving a call (assuming Call Screening is enabled) would be:
“You have a call from <caller name>. To accept, press one. To reject, press two. To
acknowledge, press three.”
While DTMF Personal Assistant users have access to the Acknowledge feature when receiving incoming
calls, they don’t receive a copy of the acknowledge message in their inbox as do Speech Personal
Assistant users.
Feature Name: Contacts Refresh Mode - Speech
Dependencies: Personal Assistant, ASR
Feature Description: As new entries are placed into a user’s CallXpress Phone Book (either through
synchronization with Exchange Contacts or Lotus Notes PAB or through entry from Web
PhoneManager), a new system grammar must be built to add these names for speech recognition. On
a per user basis, refreshing the CallXpress Phone Book can be configured for use in one of three ways:
Automatic Contacts refresh…A subscriber mailbox can be configured to update their CallXpress
Phone Book each time they log into their mailbox. While this introduces a slight delay during
login, it guarantees the most current version of the access to their phone book.
Daily Contacts refresh… A subscriber mailbox can be configured to update their CallXpress
Phone Book each evening during the daily maintenance routines.
Manual Contacts refresh…Any user can elect to manually update their phone book whenever
they are logged in by using “Update contacts.” command.
Feature Name: CallXpress Phone Book Internal/External
Dependencies: ASR, Personal Assistant
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Feature Description: CallXpress Subscribers with a Personal Assistant license have access to their
personal CallXpress Phone Book. Entries in this phone book can be used to send new messages,
forward existing voice. Fax and email messages, make outgoing calls and to add members to a new
meeting being scheduled. Each phone book entry contains the following elements:
Name
Home phone number
Business phone number
Fax phone number
Email address
On a per user basis, the phone book entries can either be maintained manually using the Web
PhoneManager application or synchronized with the user’s Microsoft Exchange Contacts or Lotus
Notes Personal Address Book (requires the Lotus Notes PAB be stored on the Domino Server).
Feature Name: Acknowledge Call Messages
Dependencies: Personal Assistant, ASR, VUI Type
Feature Description: If a user configured with a Personal Assistant license uses the Acknowledge
feature (recording a brief message to an outside caller before sending them to voicemail), their
mailbox can be configured to deposit a copy of the recorded acknowledgement message into their
mailbox to serve as a reminder.
Feature Name: Missed Call Messages
Dependencies: Personal Assistant, ASR, VUI Type
Feature Description: Users who are configured with a Personal Assistant licenses can be programmed
to record missed call messages. For users so configured, a missed call message is generated when an
outside caller attempts to transfer to a subscriber or forwards to their personal greeting, but hangs up
without leaving a message. These messages are placed into the user’s new messages queue. The
messages contain a subject header defining their nature (Missed call from [caller id]. The CallXpress
system attempts to match the Caller ID number with that of other system users and entries from the
user’s CallXpress Phone Book. If a match is found, the caller name is added to the subject line (Missed
call from [caller id] matching your contact [contacts name]). The voice message audio matches the
content of the subject line.
Feature Name: Whisper Call Waiting
Dependencies: Personal Assistant, ASR
Feature Description: CallXpress users with a Personal Assistant license can be configured to receive
audio notification of new incoming calls when they are logged into their mailbox. This notification,
called Whisper Call Waiting, takes the form a soft audio tone followed by the recorded name of the
caller (if Call Screening is enabled for the user and the caller spoke their name when prompted).
Feature Name: Create a Text Email
Dependencies: Personal Assistant, ASR
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Feature Description: CallXpress users who have a Personal Assistant license have the ability to
generate pure text email messages (from templates) and send them to system users or members of
their CallXpress Phone Book. Users can also generate text-based messages from templates to reply to
messages (voice or email) and for forwarding messages (voice or email). CallXpress comes with
seventeen prebuilt templates that can be used by a Personal Assistant user to create a pure text
outgoing e ail message. The templates include:
Text body…The actual text body of the message focused on a particular message type.
Subject line…The contents of the subject line of the email message.
Optional Internal variables…Variables referring to the user such as name, phone number, etc.
Optional Prompted variables…Variables for time, date, etc.
When they send the message, the user is prompted to enter the required variables contain in the
message (date, time, recipient, other subscriber references in the message, etc.). The messages are
generic in nature and cover the following subjects:
Call me
Enjoyed speaking
Gone today
Gone until day
Gone until time
Out of office
Out of office until date and time
I will call you
Let’s discuss further
Out of office until date and time
Received your message
Setup a meeting
Assist customer
For your information
Take care of this
CallXpress will append an email signature to each of these text-based email messages. Each user can
be configured to use either the default company signature or have a unique personal email signature.
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Web PhoneManager
CallXpress offers a user web portal that supports a number of features to enhance and simplify the use
of CallXpress. To simplify the process of users maintaining the customizable settings for their mailbox,
Web PhoneManager allows CallXpress subscribers to maintain the configuration settings for their
mailbox. Users can set their notification options, record their greetings, change their security code,
configure their message presentation ordering and enable call blocking, call screening, their personal
menu (ESP) and their out of office greeting. Using Web PhoneManager, subscribers can view and
modify their Personal Distribution Lists. Users who are equipped with a Personal Assistant license can
view and maintain their presence and availability settings. As an option, Web PhoneManager also
allows users secure access to their voice and fax messages stored on the CallXpress server (see Secure
Unified Messaging).
Feature Name: Web PhoneManager Message Playback Options
Dependencies: Secure Unified Messaging, WPM
Feature Description: Users configured for Secure Unified Messaging, where they are accessing their
voice messages from the Web PhoneManager application, have several options as to how to play their
messages.
Web PhoneManager configured for telephone playback…By default, when Web
PhoneManager is installed, it is configured to allow users to play back their messages using
their local telephone. When users click on the play button, CallXpress calls the user at their
defined telephone number, configured on the Playback tab of the Web PhoneManager settings
screen in Web PhoneManager. When the user answers, the message is played over the
telephone interface.
Web PhoneManager configured for downloading audio…As an option, administrators can allow
messages to be played by downloading the audio. If that option is enabled, and the user has
selected Download on the Playback tab of the Web PhoneManager settings screen in Web
PhoneManager, when the user clicks on the play button, the message will be downloaded to
their computer and whichever application is programmed on that computer to play .wav files
will launch (typically Windows Media Player) and play the file.
Web PhoneManager configured for streaming audio… As an option, administrators can allow
messages to be played using streaming media. Web PhoneManager uses Adobe Flash to
stream media between the CallXpress server and the client workstation meaning that the
Adobe Flash plug-in must be installed on the user’s work station. If the streaming media option
is enabled, and the user has selected Steaming Media on the Playback tab of the Web
PhoneManager settings screen in Web PhoneManager, when the user clicks on the play
button, the message will automatically begin to play to their PC speakers.
The choice to allow playback by message download and playback using streaming media are system
wide options, controllable by the system administrator.
Feature Name: Web PhoneManager Availability Control
Dependencies: Personal Assistant, WPM
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Feature Description: CallXpress Personal Assistant users who are configured for Presence and
Availability can maintain their presence settings from the Web PhoneManager application. The
following settings are accessible from Web PhoneManager:
Display current Availability status
Show\Modify Availability Override Status
Enable\Disable availability processing
Adjust Locate Mode
Modify Schedule start\end times
Modify Calendar
Set Device phone numbers
Set Primary mobile device
Feature Name: Flash Media Streaming
Dependencies: WPM, Flash plug-in on workstation
Feature Description: For those users configured for accessing their voice messages from Web
PhoneManager (Secure Unified Messaging) , the transmission of audio to the workstation is handled
using an embedded Flash player. This allows for easy access to voicemail from any computer equipped
with the Flash download. Because the message is streamed, the user cannot access the actual media
file (voice message) so the message remains within the enterprise.
Feature Name: Web PhoneManager Security Code Reset
Dependencies: WPM
Feature Description: CallXpress supports the ability to allow a user to reset their own mailbox
password if they have forgotten it or if it has expired. A user can click on the “Forgot Security Code?”
link on the Web PhoneManager login page. The system will then prompt them to enter either their
mailbox number or their email address (matching the one from their mailbox). The system will then
send them an email message containing a link that will allow them to reset their password.
Feature Name: Web PhoneManager TUI\VUI User Self Selection
Dependencies: WPM
Feature Description: With CallXpress, any user can be enabled to change the type of mailbox
telephone user interface assigned to their mailbox. If the administrator allows the feature (on a per
user basis), a user can elect to use either the traditional DTMF user interface or can enable the ASR
(Speech Recognition) interface for their mailbox. The user changes the setting using their Web
PhoneManager application.
Feature Name: WPM User Control of Personal Operator
Dependencies: WPM
Feature Description: System administrators can enable an option on Web PhoneManager that allows
users to view and edit their Personal Operator Number.
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Feature Name: User Control of Mailbox Settings
Dependencies: WPM
Feature Description: For ease of administration, Web PhoneManager allows users to control all of the
user-configurable settings for their mailbox. Users can control the following settings from Web
PhoneManager:
Message notification options
Message forwarding options
Greetings and announcements
Security code
Message presentation and playback options
Text to Speech default language selection
Default GUI language selection
Call Blocking
Call Screening
Personal Menu (ESP)
Out of Office Greeting Enable
Personal Distribution Lists
Callback telephone number
Message playback audio format (Streaming\Downlaod\Telephone)
Personal Assistant settings
Personal Operator number
Associated Devices
Message playback speed persistence
Feature Name: Message Filter
Dependencies: WPM
Feature Description: For users accessing their CallXpress messages from Web PhoneManager, the
client allows them to filter which messages are displayed. The following message categories can be
shown:
All messages
Only voice messages
Only fax messages
Only Missed Call messages
Only Acknowledgement messages
Feature Name: Web PhoneManager Message Sort
Dependencies:
Feature Description: For users accessing their CallXpress messages from Web PhoneManager, the
client allows them to sort the messages displayed in their CallXpress Inbox. Messages can be sorted on
any of the following categories.
By Receive date
By Sender
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By Subject
By Priority
By Type (voice or fax)
By Caller ID
Unread the top
Private to the top
Message receipt to the top
Feature Name: SMTP Address Field in Web PhoneManager
Dependencies:
Feature Description: CallXpress can be configured to allow a user to receive message notification to a
standard SMTP email address. This capability is enabled and configured by the system administrator.
Once this has been enabled, users can view and change their email address using their Web
PhoneManager screen from the SMS tab.
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Architecture and Hardware
CallXpress is deployed using industry standard hardware, software and operating systems. CallXpress
supports an extremely flexible approach to platform architecture allowing it to be configured for
smaller sites, larger sites, centralized applications, distributed applications, etc. Below are a few of the
architectural features of CallXpress.
Feature Name: G729 Codec Support
Dependencies:
Feature Description: CallXpress supports IP telephony system integration for those networks that are
using the G.729 codec format. Unlike the other supported codec types, CallXpress does not support the
storage of messages in the G.729 format. Instead, when messages leave or enter the system via a VoIP
connection, they can be programmed to be converted to and from G.729 as they leave and enter the
system.
Feature Name: Silence Detection for IP Integrations
Dependencies:
Feature Description: CallXpress supports the ability to detect silence in the audio stream. CallXpress
examines the audio that goes into the recording, looking for silence that lasts for a specified timeout
period. This is true for all integrations, including IP integrations. If the recording ends because the
silence timeout expires, CallXpress will trim the silence from the end of the recording. However, if the
recording ends with a DTMF or a disconnect, then any silence that occurred prior to the receipt of such
an event will not get trimmed.
Feature Name: Dialogic Media Gateway Support
Dependencies:
Feature Description: CallXpress supports telephony integration using the Dialogic Media Gateways.
CallXpress supports the following DMGs (Dialogic Media Gateways):
Analog port gateways
Digital Station Set Emulation Gateways
Digital Trunk Gateways using serial Integration
Digital Trunk gateways using QSIG signaling
Feature Name: CallXpress Architecture
Dependencies:
Feature Description: CallXpress is a highly scalable system supporting from four to three hundred and
eighty four ports. To provide scalability and reliability, CallXpress is deployed using a number of server
components. These server components may run on dedicated physical platforms or may run coresident with other CallXpress server components, depending on the system size and reliability
requirements. The following server component types are used to implement CallXpress.
System Server…The System Server is the master controller for CallXpress. It holds the master
copy of the database, controls database replication to the other components and houses most
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of the centralized system functions such as message notification, administration access and
reporting. There is only a single System Server per CallXpress system.
Call Server…The Call Server controls the real-time functionality features for CallXpress such as
telephone system integration, call answering, running call processing applications and message
taking. Call Servers have a partial copy of the system database maintained by replication from
the System Server. Each Call Server can take messages for all users and can support any user
logging into the system. There can be from one to eight Call Servers per CallXpress system.
ICA Server…The ICA Server (Integrated Client Access) is used to allow users to access their
CallXpress mailbox from an IMAP email client (Client-based Unified Messaging). This optional
server component creates an IMAP access layer to the CallXpress message database. This
component can run on the same platform as the System Server (for smaller systems) or, on
larger systems, can run on its own dedicated platform.
Fax Server…The Fax Server used with CallXpress is the Open Text RightFax Server. This server
component supplies full fax server functionality to CallXpress users and supports from one to
one thousand and twenty-four ports. The Fax Server runs on its own dedicated platform.
Digital Networking Server…The CallXpress Digital Networking server is the master directory and
propagation server for supporting CallXpress Digital Networking. Only a single server is
required, regardless of how many CallXpress systems are being networked together. The
Digital Networking Server component runs on its own dedicated server.
Automated Agent Server…The CallXpress Automated Agent Server is used to run custom IVR
(Interactive Voice Response) applications on CallXpress. Generally, this server component runs
on the same platforms as the Call Servers. For IVR applications that perform highly processorintensive functions (such as searches of large databases), it may occasionally to be required to
run the server component on its own platform.
Web PhoneManager Server…The CallXpress Web PhoneManager application runs on a web
server. It can run on a Microsoft Windows Server platform running IIS (Internet Information
Server) or it can run on a Linux platform running the Apache Web Server. In most cases, Web
PhoneManager can run on a web server hosting other applications.
Feature Name: Dual Network Card (NIC) Support for IP Integrations
Dependencies:
Feature Description: CallXpress supports the use of two LAN (NIC) cards in a single system. One
connection serves to connect the CallXpress to the customer’s normal LAN for administration, backup,
reporting and unified messaging functionality. For those sites where a separate physical LAN segment
is being used to carry the IP voice traffic, a second card can be installed and connected to the VOIP
LAN. The following IP integrations support the use of a second NIC card:
Alcatel-Lucent OmniPCX Enterprise (4400) SIP Trunk
Avaya S8500 / S8700 SIP
Cisco CallManager SCCP
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Cisco CallManager Express SCCP
Mitel 3300 ICP (MiTAI) TCP/IP
Nortel CS 1000 SIP
Spherical SIP
Dialogic Media Gateway
Feature Name: Industry Standard Line Cards
Dependencies:
Feature Description: CallXpress uses various industry-standard voice and fax line cards to support
many of its telephone system integrations. While the types and manufacturers of the cards vary by the
telephone system integration being used, CallXpress uses cards from the following manufacturers:
Dialogic
Aculab
Brooktrout
Feature Name: Industry Standard Hardware
Dependencies:
Feature Description: CallXpress and its associated application servers all run on industry-standard
hardware platforms. CallXpress uses the Microsoft operating systems (Microsoft Windows Server 2003,
Windows Server 2008 R2 and Microsoft Windows XP). While the hardware requirements may vary
based on system size and the number of applications being installed, CallXpress uses standard server
platforms using Intel processors equipped with between 512 megabytes and 2 gigabytes of system
memory. Based on system size, CallXpress may require anywhere from simple 1 GHz Pentium 3
processor up to a system running Dual 3.06 GHz Xeon processors. For storage, CallXpress can use
simple IDE storage drives or will support more advanced RAID technology.
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Platform Reliability
CallXpress supports a wide range of features deigned to making it extremely reliable. Hardware
components, software, architecture and monitoring systems are all involved in the CallXpress platform
reliability strategy, Below are some of the more important reliability features in CallXpress.
Feature Name: High Reliability Architecture
Dependencies:
Feature Description: CallXpress achieves a high level of reliability through focus in several areas. Each
of these areas address a different aspect of reliability.
First, AVST recommends using high-availability hardware to deploy the CallXpress system. Like
any mission-critical application, the voice and unified messaging application can benefit from
servers configured with RAID drives, redundant hardware elements (fans, power supplies,
CPUs, etc.) and power backup options.
Second, the CallXpress installation guidelines specify a method of installing CallXpress that will
maximize the reliability of the server. AVST recommends no software other than CallXpress
and its supplied components is in installed on the server. This ensures that no other software
can affect the reliability of the system. The exception to this is that we highly recommend that
the enterprise runs its normal virus protection, patch maintenance and backup programs to
help ensure the health of the system.
The third method used to enhance system reliability is the architecture used to deploy the
system. While most CallXpress systems can be deployed on a single server, it is also possible to
deploy a system using redundant and load-sharing components. By using multiple servers,
CallXpress can be configured so that no single hardware or software failure will cause the
system to fail. CallXpress supports multiple Call Servers that connect to the telephone system
for the purpose of answering and making calls. By splitting the application across multiple Call
Servers, if a single Call Server fails, while there may be a reduction in capacity, the system
continues to function. Systems can even be configured with warm standby Call Servers that
can quickly be brought on line to restore the system to full capacity. As an option, a system can
be configured with a hot standby System Server. This active-passive server arrangement means
that in the event of the failure of the main System Server, the hot standby System Server will
automatically assume all of the responsibilities of the system keeping CallXpress on line and
fully functional.
The fourth way in which CallXpress maintains a high level of reliability involves using a
comprehensive set of server and processing monitoring tools to help monitor the current
health and status of the system. CallXpress supports a suite of monitoring tools designed by
AVST to test and monitor all of the critical system processes as well as supports a full set of
SNMP tools allowing the system to be monitored from the customer’s existing data center
applications.
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Feature Name: SNMP Support
Dependencies:
Feature Description: CallXpress supports the use of Simple Network Management Protocol (SNMP) to
monitor and maintain the CallXpress server. CallXpress includes an extension agent which can provide
management information about the CallXpress system to any SNMP management console. CallXpress
supports both management info base (.mib) and trap definition (.tdf) files. Once the extension agent
has been installed and a management console has been configured to manage it, administrators can
use it to manage CallXpress from another computer on the same LAN or WAN. The SNMP package can
also be used to manage the Automated Agent and Digital Networking features if they are installed on
the system.
Feature Name: High Availability Architecture
Dependencies:
Feature Description: CallXpress is designed to be a highly reliable system. The following attributes and
features contribute to its high reliability nature:
Support for High Availability Hardware…CallXpress has been designed to take advantage of
today’s high availability server architecture. CallXpress systems can be deployed on servers
supporting the hardware reliability features such as:
-
RAID drive arrays
Redundant hot-swappable power supplies
Redundant hot-swappable cooling fans
Multiple Call Servers… CallXpress systems can be deployed with multiple Call Servers which
gives the system a high level of survivability. In a system where multiple Call Servers are
connected to a single telephone system (such as using two 24 port Call Servers instead of a
single 48 port Call Server), there is built-in fault tolerance by virtue of the fact that each Call
Server can function independently of the other. In such a system, if any of the system Call
Servers fail, there is some reduction of capacity (in the case of the example described above,
there would be still be 24 ports left to handle incoming calls), but there is no loss of
functionality. By careful programming of the telephone system (hunt group), the system would
be left capable of handling most incoming traffic. In many cases (SSE, IP, T1 and QSIG
integrations), the failure of a Call Server would busy out those extensions associated with it,
moving all traffic to the remaining Call Server(s).
Survivable Call Server… In a deployment where the Call Server(s) are on separate physical
servers from the System Server, if the System Server fails, the Call Servers continue to function.
There is a loss of some functionality but the following functions continue even without the
System Server:
-
Answer calls with full integration
Process all Call Processing applications
Process all Presence\Availability solutions
Play all announcements, greetings, names.etc.
Record messages
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Messages taken on the Call Servers when communications with the System Server are
disrupted are cached on the Call Server. Once communications with a functioning System
Server is restored, the messages are moved to the System Server and posted to the message
database. Subscribers will not be able to log into their mailbox until the connection to a
functioning System Server is restored. When subscribers call into the system, they will be
notified that login services are temporarily unavailable.
Hot Standby System Server… As an option, CallXpress can be installed with an optional Hot
Standby System Server. This hot standby System Server contains an up-to-date copy of the full
database from the active System Server. All changes made to the System Server are
automatically replicated on the backup server. This includes program changes, software
updates, user messages, recorded names, greetings and announcements, etc. The backup
server also runs a program that is monitoring the health of the System Server. By monitoring
certain critical functions and services, the backup server can tell the general health of the
System Server. In the event that the backup server determines that the System Server is no
longer functioning at a sufficient level, it takes steps to replace the System Server. The backup
server will shutdown the CallXpress services on the System Server, take the system offline and
begin to intercept messages between the Call Servers and the System Server (by taking on the
IP address previously assigned to the System Server.) This allows the backup server to step in
and take over for the System Server. Since it has an up-to-date copy of everything that was on
the System Server, there is no loss of functionality.
Warm Standby Call Server… When CallXpress is configured and deployed, it is possible to add
additional Call Servers to the system that are in a warm standby by mode. This is done by
installing additional Call Servers and integrating them to the system but all ports are set to an
inactive state. Now the standby Call Server is inactive (the ports are out of service) but the
database on the system will be automatically updated by the replication from the System
Server. In the event of a failure of one of the active Call Servers, the warm standby Call Server
can be brought into service by simply putting the ports on the warm standby server into
service. Since one of the Call Servers is offline (the failed server), the System Server will have
port licenses available and allow the warm standby server to use those licenses to make the
ports active. In most cases, the PBX will now see the ports as available will start routing calls to
the new Call Server. When the problem is resolved on the failed Call Server, the administrator
can take the ports out of service on the warm standby server and use the freed licenses to
bring the restored regular Call Server online. The other option would be to make the newly
repaired server the warm standby server and continue using the existing configuration.
Feature Name: Hot Standby System Server
Dependencies:
Feature Description: As an option, CallXpress can be installed with an optional Hot Standby System
Server. This hot standby System Server contains an up-to-date copy of the full database from the active
System Server. All changes made to the System Server are automatically replicated on the backup
server. This includes program changes, software updates, user messages, recorded names, greetings
and announcements, etc. The backup server also runs a program that is monitoring the health of the
System Server. By monitoring certain critical functions and services, the backup server can tell the
general health of the System Server. By monitoring certain critical functions and services, the backup
server can tell the general health of the System Server. In the event that the backup server determines
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that the System Server is no longer functioning at a sufficient level, it takes steps to replace the System
Server. The backup server will shutdown the CallXpress services on the System Server, take the system
offline and begin to intercept messages between the Call Servers and the System Server (by taking on
the IP address previously assigned to the System Server.) This allows the backup server to step in and
take over for the System Server. Since it has an up-to-date copy of everything that was on the System
Server, there is no loss of functionality.
Feature Name: RAID Technology Support
Dependencies:
Feature Description: The CallXpress System Server, Hot Standby System Server and Call Servers all
support the use of support RAID storage. Redundant Array of Inexpensive Disks (RAID) is duplicated
storage for the system, ensuring that the system data is secure. If a single disk of a RAID array fails, one
or two others containing identical data are available to continue with uninterrupted service.
Feature Name: Warm Standby Call Server Option
Dependencies:
Feature Description: CallXpress supports the ability to deploy multiple Call Servers in a single system.
These Call Servers connect to the telephone system and handle all of the functions pertaining to
answering and making calls. A system also can be configured with one or more warm standby Call
Servers. A warm standby Call Server is a server that is fully loaded with CallXpress software and is
equipped with the necessary integration hardware but is not actively answering calls and is not using
any port licenses. The warm standby servers are, however, actively participating in the system
database replication meaning that it always has a fully current version of the program and system
database. In the event of the failure of one of the active Call Servers, an administrator can bring the
warm standby Call Server on line and it will start handling the traffic that was previously handled by
the Call Server that failed. Warm Standby Call Servers do not use any port licenses in their standby
state, greatly reducing their cost.
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Networking
The CallXpress networking module supports a wide range of message networking protocols including
analog networking, AMIS networking, digital networking and VPIM networking. Below are listed the
more important CallXpress networking features.
Feature Name: Digital Networking (NetConnect™)
Dependencies: Networking Module
Feature Description: This networking protocol links CallXpress systems together with other CallXpress
systems utilizing a digital connection across a data network, either a corporate network or the Internet.
CallXpress Digital Networking includes a strong set of security, call scheduling, and ease of use
features. It supports the networking of both voice and fax messages. Digital Networking includes the
ability to automatically propagate mailbox information between systems including automatic creation
of Alias Mailboxes on remote systems and automatic propagation of Distribution Lists. The Digital
Networking backbone is also used to facilitate the Global User Administration process. All networking
protocols, including CallXpress Analog, CallXpress NetConnect Digital, AMIS Analog and VPIM Digital,
may be simultaneously utilized on the same CallXpress server, and are included in the single CallXpress
Networking module.
Feature Name: VPIM Networking
Dependencies: Networking Module
Feature Description: VPIM, or Voice Protocol for Internet Messaging, is a standards-based protocol for
implementing message networking between systems from disparate manufacturers. This networking
protocol can be used to link CallXpress systems together with other third- party voice messaging
systems that support the VPIM protocol. VPIM systems transport messages utilizing a digital
connection across a data network, either a corporate network or the Internet. VPIM Networking
supports the networking of both voice and fax messages. All networking protocols, including CallXpress
Analog, CallXpress NetConnect Digital, AMIS Analog and VPIM Digital, may be simultaneously utilized
on the same CallXpress server, and are included in the single CallXpress Networking module.
Feature Name: Analog Networking
Dependencies: Networking Module
Feature Description: This networking protocol links CallXpress systems together with other CallXpress
systems utilizing normal telephone lines. CallXpress Analog Networking includes a strong set of
security, call scheduling, line quality and ease of use features. It supports voice message networking
only (if the networking of fax messages is required, CallXpress NetConnect or VPIM digital networking
must be utilized). All networking protocols, including CallXpress Analog, CallXpress NetConnect Digital,
AMIS Analog and VPIM Digital, may be simultaneously utilized on the same CallXpress server, and are
included in the single CallXpress Networking module.
Feature Name: AMIS Networking
Dependencies: Networking module
Feature Description: AMIS (Audio Messaging Interchange Standard) is a standard for analog voicemail
message networking. This networking format can be used to link CallXpress systems together with
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other non-CallXpress systems that also support the AMIS standard. The connection is accomplished by
delivering messages by placing calls between systems using normal telephone lines. It supports voice
message networking only. AMIS is a “least common denominator” protocol, and has the following
restrictions:
No scheduling of message transmission. A call is immediately placed to the remote voicemail
system as soon as the messages are sent and telephony resources are available.
Each message cannot exceed 8 minutes in length. If a single message exceeds 8 minutes, the
message is truncated and everything beyond the 8 minute mark is discarded. (Messages
outside of 8 minutes in length are not supported by the AMIS specification.)
No more than 9 messages may be transmitted in a single call between voicemail systems. If
more than 9 messages are awaiting transmission, the system will transmit the first 9,
disconnect for a period of time, and initiate another call.
Reverse transmission is not supported. If the called system (system “B”) has messages to
deliver to the calling system (system “A”), it will not transmit them on the same call that
system “A” initiated, but will initiate a separate call back to system “A”.
Callbacks are not supported. System “A” cannot call system “B” and request it to call back and
request messages from system “A”.
AMIS mailboxes have a number of parameters associated with them that alter how messages are
addressed, including:
Telephone number...This is the telephone number of the remote voicemail system. If left
blank, the subscriber will be prompted for this number when they send the message.
Recipient. This is the mailbox number of the person to whom the message is being sent. If left
blank, the subscriber will be prompted for this number when they send the message.
AMIS mailboxes may be pre-programmed with the telephone number of the remote voicemail
system and the recipient’s mailbox number. If programmed in this manner, they operate for
the users in the same manner as a Local Alias mailbox, allowing the addressing of a message by
simply entering the AMIS mailbox number.
All networking protocols, including CallXpress Analog, CallXpress NetConnect Digital, AMIS Analog and
VPIM Digital, may be simultaneously utilized on the same CallXpress server, and are included in the
single CallXpress Networking module.
Feature Name: NetConnect Digital Networking Propagation
Dependencies: Requires Digital Networking
Feature Description: The CallXpress NetConnect Digital Networking connectivity supports a number of
applications including message networking, Global User Administration and networking information
propagation. The Digital Networking Propagation feature makes deploying and maintaining digital
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networking much less time consuming by automating the distribution of certain types of information
between CallXpress systems on the network. With Digital Networking deployed, administrators can
setup CallXpress to do the following:
Automatically create Alias Mailboxes on all remote systems when new Subscriber Mailboxes
are added
Automatically create copies of Distribution Lists on all remote systems and propagate all
changes to the lists
Automatically propagate all information to all systems when a new CallXpress is added to the
network
Feature Name: Local Alias Mailboxes
Dependencies: Networking module, universal number plan to avoid mailbox cumber conflicts
Feature Description: CallXpress message networking supports two distinct message addressing
methods. The first method requires that a node ID that represents a specific site/system be entered
first, followed by the recipient’s remote mailbox number. The second method is called alias addressing.
Alias addressing allows for a Local Alias mailbox to be created on the local node that points to a specific
subscriber on the remote node. This allows local subscribers to address messages to that remote user
in a manner identical to how they address messages to local subscribers. Local Alias mailboxes may be
manually created by the system administrator for any remote user on a system connected via
CallXpress NetConnect digital networking, VPIM digital networking and CallXpress analog networking.
In addition, Local Alias mailbox information can be automatically propagated between CallXpress
systems networked together with CallXpress NetConnect digital networking. This automatic creation of
Local Alias mailboxes dramatically simplifies the tasks required by an administrator to maintain a
voicemail network. Using Local Alias Mailboxes requires the use of an integrated dial plan, there can’t
be any mailbox number conflicts (multiple instances of the same mailbox number on the network) or
multiple length mailbox numbers.
Feature Name: Flexible Network Message Addressing
Dependencies: Networking Module, Digital Networking
Feature Description: CallXpress supports Flexible Network Message Addressing which allows system
administrators to control how network messages are addressed. Using this feature, the administrator
can match existing network addressing patterns in their enterprise as well as create easy to use and
understandable addressing methodologies. The feature allows many types of addressing to be setup
including the following:
Alias mailbox addressing…For those systems that have a universal number plan (where they
are no mailbox number conflicts between the networked systems), CallXpress can be
configured to allow users to send network messages to recipients on remote systems by simply
entering their mailbox number on the remote system.
Basic node addressing…For systems with mailbox number conflicts, the system administrator
can create mailboxes that point to each remote site (node). Users can send messages to
remote recipients by entering the mailbox number of the node pointing to that site followed
by the recipient’s mailbox number on the remote system.
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Simplified node addressing…System administrators can create simple one or two digit prefix
numbers to be used in place of the node numbers allowing users to address messages by
dialing the far-end recipient’s mailbox number preceded by this short prefix code.
DID number addressing…Administrators can configure CallXpress to allow users to send
messages to far-end recipients by entering that recipient’s normal telephone DID number to
address the message.
Feature Name: Dial by Name, Networking - DTMF
Dependencies: Networking Module
Feature Description: When using either of the two network message addressing methods (Alias
Mailboxes and Node Mailboxes), subscribers can address a new message by spelling out the first few
characters of the recipient's last name using their DTMF dial pad. After entering the digits, the system
will present the user with a list of names that match those characters. In order for Dial by Name to
function, each system must have the necessary information about the users from the other systems.
See Name Verification for an explanation of how this is accomplished.
Feature Name: Node Addressing
Dependencies: Networking Module
Feature Description: CallXpress message networking supports two distinct message addressing
methods. One of the methods, called Node Addressing, allows for the creation of a network mailbox
that points to one specific location or node. Messages are sent to users at that location by first
entering the node address number and then entering the recipient’s mailbox number at the far end.
Each node can be programmed to contain the names, name recordings and mailbox numbers of the
subscribers on the far end system to be used for directory lookup and name verification.
Feature Name: Name Verification
Dependencies: Networking Module, Digital Networking, VPIM
Feature Description: CallXpress supports name verification when addressing network messages. The
remote subscribers' names may be broadcast from the other systems on the network, may be
uploaded using a network backup and restore application or can be recorded on each system
manually. Once these names are present, when a user goes to address a message to a remote user
using networking, after they enter the recipient's mailbox number, the system will verify the address
using the recorded name for name verification:
"This message will be sent to [subscriber's name]".
See also Networking Dial by Name.
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Administration Features
CallXpress includes a wide array of administration, monitoring and reporting tools designed to make it
easy and intuitive to maintain the CallXpress platform. In the following pages most of the
administrative tools used on the CallXpress platform are listed and described.
Feature Name: Graphic Administration Clients
Dependencies:
Feature Description: CallXpress allows administration of the system over a TCP/IP data connection
using several easy-to-use Microsoft Windows-based graphical interfaces. CallXpress supports the
following clients for system administration:
System Configuration
System Administration
Line Status
System Reporting
System Archive
System Backup
System Diagnostics
These applications are supported on Windows 2000 Professional, Windows 2000 Server, Windows XP
Professional, Windows Vista, Windows Server 2003 and Windows Server 2008, R2. These clients allow
the administrator to perform the following types of functions:
Creating new subscribers
Maintaining Distribution Lists
Changing call answering menus
Running system reports
Making system archives and backups
Diagnosing system problems
Feature Name: Global User Administration
Dependencies: Digital Networking must be deployed to host GUA
Feature Description: The CallXpress NetConnect Digital Networking connectivity supports a number of
applications including message networking, Global User Administration and networking information
propagation. Global User Administration allows an administrator to view and maintain multiple
networked CallXpress systems, all from a single instance of the CallXpress Administration program.
With Global User Administration, an administrator can:
View all the mailboxes from each individual CallXpress system, one at a time
View all the mailboxes from all of the CallXpress systems simultaneously
Make changes to single or multiple mailboxes on a single CallXpress system
Make changes that span mailboxes on multiple CallXpress systems
Move users from one CallXpress system to another including recorded names, greetings and
messages
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With Global User Administration, different administrative accounts can be configured to view different
sets of CallXpress systems supporting zones of administration.
Feature Name: Global User Administration Custom Site Views
Dependencies: Requires Digital Networking and Global User Administration
Feature Description: CallXpress Global User Administration supports the ability to define configurable
profiles so as to allow an administrator to view and manage a specific group of CallXpress systems on
their network. Administrators can create custom server views allowing them to monitor various groups
of servers and log onto these different views as required.
Feature Name: Global User Administration Custom Mailbox Views
Dependencies:
Feature Description: CallXpress Global User Administration supports the ability to define configurable
views so as to allow an administrator to view and manage a specific group of mailbox types.
Administrators can create custom mailbox views allowing them to monitor various groups of mailbox
types.
Feature Name: Enterprise Administrative Login
Dependencies:
Feature Description: CallXpress supports two methods for an administrator to log onto multiple
CallXpress servers using Global User Administration (GUA). First, an administrator can enter a specific
logon name and password for each server as they establish the connection. This requires that the
administrator have a dedicated account created on each CallXpress system. CallXpress Global User
Administration also supports Enterprise Administrative Login. This feature allows the networked
CallXpress systems to be configured in such a way as to allow one system to accept the credentials
from other systems on the network. When this feature is enabled and configured, any administrator
account created with Enterprise Administrative Login enabled, will be able to logon to the Global User
Administrator account using a single logon name and password, and the CallXpress systems will allow
the administrator access to all systems on the network.
Feature Name: Line Status Screen Information
Dependencies:
Feature Description: The CallXpress Line Status screen shows the current status of all the lines on a
CallXpress system. In default mode, the screen shows the current activity on each port showing
connection status, functional status, etc. The screen can also be set to view debug info, process IDs,
the extension numbers assigned to the ports or the process durations for each port. Each Call Server
can run the Line Status application showing the status of the lines on that particular Call Server. The
System Server can run an instance of Line Status that can show the status of all the lines connected to
all of the Call Servers on the system.
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Feature Name: Recordings Tab in Subscriber Mailbox
Dependencies:
Feature Description: CallXpress supports a Recordings Tab in the Subscriber Mailbox that makes the
recordings information visible and easily accessible. The tab displays the file name and size for each
recording associated with the user’s mailbox. This includes the recorded user name and all greetings
associated with any languages loaded on the system. The screen also includes Import and Delete
buttons allowing administrators to import and organize recordings quickly and easily.
This same type of information is available for other mailboxes that have greeting or announcement
recordings by pressing ALT+R while looking at the mailbox in the administration program. The
Announcement and Call Processor mailboxes support this ALT+R function.
Feature Name: Update Subscriber Button
Dependencies:
Feature Description: The Update Subscriber button, on the Main tab of the Subscriber Mailbox, allows
administrators to update a subscriber’s settings after assigning a new or different class of service.
Clicking the button displays the Subscriber Mailbox Class Update dialog box. This dialog box shows
administrators which features are set differently than the controlling Class of Service and allows them
to apply the changes to the subscriber mailbox as desired. Administrators can also see the differences
between a subscriber mailbox and its assigned class of service by clicking the Show Differences button
in the Class of Service mailbox.
Feature Name: Active Directory MMC Snap-in
Dependencies:
Feature Description: CallXpress supports subscriber administration through a snap-in component using
the Microsoft Management Console and Active Directory. This snap-in adds an AVST tab to the
property sheet for each CallXpress subscriber shown with the Active Directory Administration Tool.
Once the snap-in has been added to the Active Directory administrator's program, when new users are
added to the Active Directory database, they can also be added to CallXpress. Users can also be
maintained from this tool allowing administrators to perform all regular subscriber maintenance from
a single application. This feature does not require any changes to the Active Directory schema.
Feature Name: Class of Service
Dependencies:
Feature Description: For ease of administration, CallXpress supports the creation of Class of Service
Mailboxes. These mailboxes allow administrators to group users based on common feature
requirements. Once a user is assigned to a Class of Service, all changes made to that Class of Service
are automatically reflected in the user’s mailbox. After assigning subscribers to a Class of Service, an
administrator can apply changes globally or selectively to all the subscribers in the class. This allows
organizations to easily define different CallXpress feature sets for subscribers with minimal effort.
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Feature Name: Loosely Coupled Class of Service
Dependencies:
Feature Description: CallXpress supports the use of Class of Service Mailboxes. This allows
administrators to group users based on common feature requirements. Changes made to a Class of
Service affect all of the members of that Class of Service. CallXpress implements the Class of Service
feature using a 'loosely coupled' mechanism. This means, that if the administrator wishes to change a
feature normally controlled by Class of Service for a single user, they can do so without uncoupling that
user from their assigned Class of Service. After making such a change, the particular feature is now no
longer controlled by Class of Service for that one specific user. This allows for some flexibility in
creating user groups without requiring the creation of an overly large number of Classes of Service.
Feature Name: LAN-based Backup Utility
Dependencies:
Feature Description: The CallXpress utilities include two programs designed for making backup copies
of system information; Backup and Archive. The Backup program allows administrators to backup and
restore the CallXpress system configuration information. This information can be used to restore a
CallXpress system in the event of a system critical failure. Automated system backups run during the
nightly routines. The system information can be restored from these backup files. This backup utility
supports all media supported by the operating system allowing the administrator to backup data to
shared directories on the network, hard disk drives, tape, magneto-optical disks, or floppy disks.
Feature Name: LAN-based Archive Utility
Dependencies:
Feature Description: The CallXpress utilities include two programs designed for making backup copies
of system information; Backup and Archive. The Archive program allows administrators to backup and
restore the CallXpress mailbox and distribution lists programming information. It can also be used to
make copies of the user’s names, greetings and messages. Automated system archives can be
scheduled to run during the nightly routines. The mailbox information and messages can be restored
from these backup files. It is possible to restore any combinations of user mailboxes from the entire
system to a single user mailbox. Individual mailboxes can be restored while the system is running. This
archive utility supports all media supported by the operating system allowing the administrator to
backup data to shared directories on the network, hard disk drives, tape, magneto-optical disks, or
floppy disks.
Feature Name: Reset Mailbox Feature
Dependencies:
Feature Description: CallXpress supports the ability to reset a mailbox rather than having to delete it
from the system and recreate it. Clicking on the Reset Mailbox button in the Subscriber mailbox resets
the mailbox to the system defaults, or to the Class of Service defaults, if one is assigned. Administrators
can also choose whether sponsorships are deleted, reassigned, or released before the mailbox is reset.
This process does not change the memberships or the distribution list information.
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Feature Name: Mailbox Import
Dependencies:
Feature Description: CallXpress supports the ability to import the information needed to create new
Subscriber and Distribution List mailboxes as well as to make changes to existing mailboxes. The
information can be imported from a simple .csv (comma-delimited) file created by any word processor
or spreadsheet. The file uses a specific data field structure containing all the information needed to
create or update the mailboxes. When the import utility is run, the administrator has the choice of
adding new mailboxes, deleting existing mailboxes or only changing mailbox attributes for existing
mailboxes. If available, user names and greetings can also be imported using this feature. See Mailbox
Export.
Feature Name: Mailbox Export
Dependencies:
Feature Description: CallXpress supports the ability to export the information about the Subscriber
and Distribution List mailboxes on the CallXpress system. The administrator can select the information
desired for export which can include Subscriber Mailboxes, Distribution Lists Mailboxes or both. For
Subscriber Mailbox exports, the administrator can select which fields they would like to be included in
the export. The export file is a .csv (comma delimited) text file which can be read from any word
processor or spreadsheet. After export, the file can be manipulated and re-imported to effect changes
to the CallXpress system database. See Mailbox Import.
Feature Name: Mailbox Move
Dependencies: Requires Global User Administration and Digital Networking
Feature Description: When systems are connected using CallXpress Digital Networking and the
administrator’s workstation is configured for Global User Administration, CallXpress supports the
ability of moving subscriber mailboxes from one CallXpress system to another. The administrator can
move a mailbox including its programming settings, recorded names, greetings and even messages,
from one system to another. During the move, the administrator can change the mailbox number and
system integration information to match the needs of the user on the far end system.
Feature Name: Enhanced Mailbox Search
Dependencies:
Feature Description: The CallXpress System Administration client includes a powerful search tool that
allows the administrator to easily locate the mailbox for which they are searching. The search pane at
the bottom of the administration client allows the administrator to search for mailboxes using any of
the following methods:
Enter the mailbox number
Search a range of mailboxes
Search by mailbox category (subscribers or all mailboxes)
Search by display name, first name or last name
Search by Group Type or Group
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Feature Name: Silent Install for Unified Messaging Clients
Dependencies:
Feature Description: CallXpress Unified Messaging users (for Unified Messaging for Microsoft
Exchange, Unified Messaging for Lotus Notes, Unified Messaging for IMAP and Integrated Client
Access) can all benefit from having certain software installed on their workstation. While this software
can be installed manually, it is also possible to automate the process using tools such as Microsoft
SMS. CallXpress administrators can create CAB files to facilitate an automatic installation and these
files can be used by automatic software installation tools such as Microsoft SMS (a ‘push’
methodology) or can be sent to users as an email message to be run from their desktop (a ‘pull’
methodology). Both of these methods alleviate the need for an IT person to visit each desk to perform
the install.
Feature Name: SMTP Authentication for Sending Email
Dependencies:
Feature Description: CallXpress supports message notification via SMTP. To accomplish this, CallXpress
requires the use of an outgoing SMTP relay server. Some relay servers require access to be
accomplished only through authenticated accounts. To support this, CallXpress supports allowing an
authenticated connection to an SMTP relay server as well as an open connection. System
administrators can add a user ID and a password to the notification connection, if required.
Feature Name: Support for Custom Reports
Dependencies:
Feature Description: In some cases, customers have a need for reporting information that isn’t in the
standard CallXpress reports or they need the information in a different format. In that case, a custom
report can be built. There are a number of ways to create custom reports using the data that
CallXpress provides. Since CallXpress uses the Business Objects Crystal Reports engine internally, the
most typical method is to use Crystal Reports to modify or create a new report. Since all of the
reporting templates on CallXpress use the Crystal Report runtime engine, it is possible to access and
modify these reports using a retail copy of Crystal Reports.
Feature Name: Extension List Report
Dependencies:
Feature Description: The Extension List Report shows a list of telephone system extensions and
external numbers referenced in the CallXpress system. The report displays the following information
on a defined number:
Extension or telephone number
Mailbox name with which the number is associated
Mailbox number with which the number is associated
Relationship type (primary, secondary, etc.)
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Feature Name: Callout Log Report
Dependencies:
Feature Description: The Callout Log Report contains information about the outgoing calls made by the
CallXpress system. It shows the following information for each outgoing call placed during the time
period covered by the report:
Port on which the call was placed
Date and time the call was placed
Mailbox initiating the call
Duration of the call
The number dialed
The ending status of the call (busy, RNA, etc.)
Feature Name: Mailbox Directory Report
Dependencies:
Feature Description: The Mailbox Directory Report displays a list of mailboxes on the CallXpress
system, either all mailboxes or mailboxes of a specific type. It shows the following information for each
mailbox listed by the report:
Mailbox number
Mailbox name
Any associated sponsor mailbox
This report can be run sorted by either mailbox number or mailbox name.
Feature Name: Mailbox Information Report
Dependencies:
Feature Description: The Mailbox Information Report displays detailed information on a selected range
and type of mailboxes. This report displays the selected parameters for each mailbox as well as any
mailbox associations or sponsorships. The information varies based on the type of mailbox being
displayed.
Feature Name: Mailbox List Report
Dependencies:
Feature Description: The Mailbox List Report displays the mailbox number and name of a selected
range and type of mailboxes. This report displays the mailboxes in numerical order, along with their
mailbox types and names.
Feature Name: Port Usage Report
Dependencies:
Feature Description: The Port Usage Report displays the usage for the ports during the range covered
by the report. This report displays the following information for each port on the system:
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Date
Port number
Number of calls for that date
Total connected time for that date
Feature Name: Call Handling Statistics Report
Dependencies:
Feature Description: The Call Handling Statistics Report displays summary information about system
activity. This report displays the following information on system activity:
Calls answered
Calls transferred
Results of transfers
Calls held
Call activity summary
This report also contains information on the maximum number of ports in use at one time, maximum
connect time, number of access to the directory, etc.
Feature Name: Network Activity Report
Dependencies:
Feature Description: The Network Activity Report displays detailed information about all analog
networking activity. This report displays information on both incoming and outgoing network calls and
includes the following information on system activity:
Date and time of call
Port of call
Elapsed time for call
Quality of connection
Call termination status
This report does not show activity for digital networking transactions.
Feature Name: Last Accessed Report
Dependencies:
Feature Description: The Last Accessed Report shows a list of subscriber mailboxes and when they
were last accessed. The report also displays the following information on each subscriber mailbox:
Which greetings have been recorded
If the subscriber name has been recorded
If the default password has been changed
If the mailbox has been setup and is accepting messages
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Feature Name: Message Log Report
Dependencies:
Feature Description: The Message Log Report shows a list of all message activity including creation and
deletion. The report displays the following information on each message left on the system:
Date and time the message was created including message size (length)
Date and time each time the message was played, saved, deleted or skipped
The mailbox which performed each of the above actions
This report allows system administrators to track message activity issues such as delayed or lost
messages.
Feature Name: Message Status Report
Dependencies:
Feature Description: The Message Status Report shows a list of all messages currently in the system,
sorted by subscriber mailbox. The report displays the following information on each message in the
system on the system:
Each message in the New Messages queue
Each message in the Saved Messages queue
Length of each message
Internal or external (ANI) ID of the message sender
Feature Name: Subscriber References Report
Dependencies:
Feature Description: The Subscriber Reference Report shows a list of mailboxes that either are
sponsors for other mailboxes (Interactive, Announcement, etc.) or are members of a Distribution List.
The report displays the following information on each subscriber mailbox with those attributes in the
system:
Subscriber mailbox name and number
A list of all distribution lists of which the mailbox is a member
A list of any mailboxes this subscriber sponsors
Feature Name: Server Conflicts Reports
Dependencies:
Feature Description: The Server Conflicts Report lists all known unresolved networking conflicts that
exist on the CallXpress system. The report shows the following items of information for each
unresolved server conflict:
Mailbox number and name of the digital networking mailbox for which the conflict was first
detected
Internet domain name where the conflict is (and on which the reported digital networking
mailbox resides)
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Whether a corresponding digital networking mailbox is missing from the telephony server
generating the report
Date and time at which the conflict was first detected
Feature Name: Email Server Configuration Report
Dependencies:
Feature Description: The Email Server Configuration Report lists all email servers connected to the
CallXpress system for unified messaging functionality. For each email server, the report shows the
following information:
Name and Windows Server domain
Account that CallXpress uses to log on
Times at which the Email Access service normally starts and stops
Whether the email server is used for server-based unified messaging
Whether the connection is currently active
Feature Name: Automated Attendant Usage Report
Dependencies:
Feature Description: The Automated Attendant Usage Report shows summary information for all
options selected by callers in the system’s menus. The report lists each option for every menu and the
number of times that option was selected.
Feature Name: Subscriber Setup Report
Dependencies:
Feature Description: The Subscriber Setup Report shows the mailbox setup status for all of the
subscriber mailboxes on the system. This report displays the following information on each subscriber
mailbox:
Mailbox number
Mailbox name
Which greetings have been recorded
If the subscriber name has been recorded
If the default password has been changed
If the mailbox has been setup and is accepting messages
When the mailbox was last accessed
Feature Name: Administrator Listing Report
Dependencies:
Feature Description: The Administrator Listing Report contains information about the administrator
accounts configured on the CallXpress system. It shows the following information for each
administrator account:
Name
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Account Description
Logon limits
Mailbox access permissions
Mailbox access rights
Feature Name: Mailbox Conflicts Report
Dependencies:
Feature Description: The Mailbox Conflicts Report lists all propagated subscriber and distribution list
mailboxes that are available for administration through the local CallXpress system but are involved in
conflicts with other propagated mailboxes from other systems. For every such mailbox, the report
shows the CallXpress system from which it originated and the type of mailbox with which it is
conflicting.
Feature Name: Mailbox Usage Report
Dependencies:
Feature Description: The Mailbox Usage Report shows a list of all mailbox logon activity for a single
mailbox or range of mailboxes. The report displays the following information on each subscriber
mailbox in the system:
Each time a user logged into their mailbox
The time, date and duration for each above logon
The port used for each logon
The exit status for each above logon (hang up, logged off)
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Fax
CallXpress supports fax functionality either through an integration to an Open Text RightFax Fax Server
(for a full range of call processing, fax server and unified messaging features) or through an integration
to other third-party fax server for simple unified messaging fax functionality. The following pages list
the common fax features on the CallXpress platform.
Feature Name: Simple Fax Forwarding - DTMF
Dependencies: RightFax or compatible third-party fax server
Feature Description: CallXpress allows users a simple way to send fax documents to a fax machine
without having to remember the delivery mailbox. The administrator can add a system wide fax
delivery telephone number and a personal fax delivery number for each user. Once this is enabled, the
process of forwarding or printing a fax goes as follows:
A user, while accessing a fax or email message, presses the appropriate key to forward the
message. They hear:
“To print this message, press one. To forward this message to another user, press two.”
If they press two, they will be presented with the normal forwarding dialog:
“Enter the mailbox number of the person who should receive this message”.
If they press one, they will hear:
“To print this message at your default fax number, press one. To print this message at a fax
number of your choice, press two.”
If the user presses one, the message will be sent to their default fax number. If they have a personal
default fax number, that number will be used. If they don’t have a personal number, the system
default fax number will used. A user’s personal default fax number will always override the system
default fax number. If neither a system number nor a personal number is programmed for a user,
when they press two to forward a fax, they will only hear the prompt:
“Enter the mailbox number of the person who should receive this message”
Feature Name: Fax Overflow (Fax Follow Thru™)
Dependencies:
Feature Description: CallXpress supports the ability to detect fax calls in any menu and route those
calls to an appropriate location. For systems used in conjunction with a RightFax server, CallXpress can
be programmed to put the calls into an administrative mailbox where they can later be routed to the
appropriate recipient. For other systems, CallXpress can be programmed to transfer any call it
recognizes as being from a fax machine to another extension on the system equipped with a fax
machine.
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Feature Name: Single Number Fax/DID
Dependencies: Requires a RightFax server and certain telephone system features
Feature Description: When CallXpress is used in conjunction with a RightFax server, CallXpress systems
can be programmed to allow the user to publish a single DID number to receive incoming fax calls as
well as incoming voice calls. A voice caller receives a menu which allows them to leave a message or
transfer to the user. Incoming fax calls are automatically sent to the user’s inbox.
Feature Name: Same Call Fax Transmission
Dependencies: Requires a RightFax server
Feature Description: When equipped with a RightFax fax server or integrated to a customer’s existing
RightFax fax server, CallXpress users can send faxes using both Same Call Fax and Callback Fax. Same
Call Fax is used when callers requesting the fax documents are calling from a fax-equipped telephone.
After selecting an option to receive a fax (from a fax library or from a unified messaging mailbox), the
caller is prompted to press the start button on their fax machine. CallXpress then sends the document
to the caller during the same call made to request the document. CallXpress supports both Same Call
and Callback fax for both call processing and unified messaging applications.
Feature Name: Callback Fax Transmission
Dependencies: RightFax or compatible fax server
Feature Description: When equipped with a RightFax fax server or integrated to a customer’s existing
RightFax fax server, CallXpress users can forward fax messages out to fax machines using both Same
Call Fax and Callback Fax. Callback Fax is used when callers requesting the fax documents wish to have
the requested documents sent to a fax machine by placing a separate call to deliver the documents.
After selecting an option to receive a fax (from a fax library or from a unified messaging mailbox), the
caller is prompted to enter the telephone number of the fax machine to which they wish to have the
documents sent. After the user hangs up, the fax server places a new outgoing call to deliver the
requested documents. CallXpress supports both Same Call and Callback fax for both call processing and
unified messaging applications.
Feature Name: CallXpress Incoming Fax Routing
Dependencies: Requires a RightFax server and certain telephone system features
Feature Description: When a RightFax server is used in conjunction with a CallXpress server, incoming
faxes can be routed in a number of ways. Some of the more popular methods of routing incoming
faxes include:
Direct DID/DDI…..This method involves connecting DID or DDI numbers direct from the Telco
CO to fax cards in the fax server. Each user is assigned their own fax DID/DDI number and calls
sent to that number are automatically routed into their inbox.
Manual Routing by Administrator…..With this method, all incoming faxes are routed to an
administrator’s mailbox. The administrator is given a special application that allows them to
see only the first page of each incoming fax. By reading the cover sheet information, with a few
clicks of the mouse, the administrator can then manually route the fax to the correct recipient.
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Rerouted PBX DID/DDI…..This method involves using spare DID or DDI numbers being routed
into the supporting PBX. The PBX is programmed to route those calls to CallXpress and
CallXpress reads the DID/DDI number of the incoming call and uses that information to route
the call to the user’s inbox.
Single Number for Voice and Fax…..With this method, users give out the same DID/DDI number
for both incoming voice and fax calls. The DID/DDI number is routed to CallXpress which
detects the fax tone for fax calls and automatically routes them to the user’s inbox. Voice
callers receive a menu similar to:
“Hi, this in John. To try me at my desk, press one, to leave me a message, press two.”
CSID Routing…..With CSID routing, the administrator creates a table of CSID numbers that
come in from fax machines frequently used to send fax documents to their site. The fax sever
looks up the CSID number sent with the incoming fax and, if it finds a match in the routing
table, routes the fax to the appropriate mailbox. Incoming faxes that don’t match any entry in
the table are sent to an administrator’s fax mailbox for manual routing.
OCR Routing…..The fax server can be programmed to use the optional Optical Character
Recognition (OCR) module to search the first page of an incoming fax for the name of the
recipient. If the process finds a name that matches an entry in the user table, the fax is routed
directly to that user. Incoming faxes that don’t match any names in the table are sent to an
administrator’s fax mailbox for manual routing.
Feature Name: Append a Fax to a Voice Message
Dependencies: RightFax server
Feature Description: On systems equipped with a RightFax fax server (or integrated to an existing
RightFax server), CallXpress users calling from a fax-equipped telephone can send a voice message to
another subscriber and include a fax as an attachment. Users record the voice message and are then
prompted to press the start button on the fax machine to add the fax to the voice message.Feature
Name: Mobile Fax Printer
Dependencies: RightFax or compatible fax server
Feature Description: When CallXpress is used in conjunction with either a RightFax fax server or certain
other third-party fax servers, users can use the telephone user interface to forward both fax and email
messages to any convenient fax machine to which they know the telephone number. This method of
forwarding an email message will also render most common attachment types as supported by the fax
server being used. When using a RightFax Server, users can take advantage of both Same-Call and
Callback Fax for delivering these messages.
Feature Name: Fax Tone Detection
Dependencies: Not available with IP integrations
Feature Description: The CallXpress Call Processor Mailboxes used for application creation have the
ability to detect incoming fax tones and to route the calls appropriately. This includes the function of
transferring the calls to another extension number or taking fax messages (requires a RightFax server).
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Feature Name: 3rd Party Fax Server Integration
Dependencies: Fax servers storing messages in Microsoft Exchange or Lotus Notes
Feature Description: CallXpress can integrate with many popular third-party fax servers to supply
telephone-based unified messaging functionality to the CallXpress users. This integration works for
third-party fax servers which store the users’ fax messages in either their Microsoft Exchange or Lotus
Notes email mailboxes. With this integration, CallXpress users can access their fax messages from the
telephone interface. CallXpress will list their fax messages (in either the same queue as their email and
voice messages or in a separate queue) and will allow users to forward those messages to any
convenient fax machine. CallXpress users with email access can also forward email messages to any fax
machine. If the fax server supports the feature, the forwarded email messages will also render out
most common attachment types.
Feature Name: Fax on Demand (FaxText)
Dependencies: RightFax server
Feature Description: When CallXpress is used in conjunction with a RightFax server, a document library
can be created to hold fax copies of documents that are commonly requested by customers and
employees. These documents can be sent from several desktop applications and can also be requested
by telephone callers from an application built in CallXpress. The Fax Library application can be
configured to do the following:
Allow a user to request a fax from a menu by pressing a single key:
“To receive a fax with directions to our facilities, press one now.”
Allow a user to select a fax from a simple menu of available documents:
“To receive a brochure on our latest products, press one. To receive a product user guide via
fax, press two.”
Allow a user to enter a document number to select a document:
“Please enter the [four] digit document number of the document you wish to receive. For a copy
of our document list, press one now.”
Fax documents can be requested by callers using both Same Call and Callback fax delivery. Using either
method, callers can request multiple documents during a single session.
Feature Name: Enhanced Email Client Fax Forms
Dependencies: Unified Messaging
Feature Description: For several of the CallXpress unified messaging integrations, the user’s email
client is enhanced to a give them special tools with which to process fax messages. The following email
clients are enhanced for handling faxes generated by CallXpress:
Unified Messaging for Exchange…..For Microsoft Outlook users configured for Unified
Messaging for Exchange, AVST provides Personal Outlook Forms that can be published to the
user’s Outlook client.
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Unified Messaging for Lotus Notes…..For Unified Messaging for Lotus Notes users, AVST
provides modified email templates that can be pushed to unified messaging users to add the
additional functionality to the Lotus Notes client.
Client-based Unified Messaging…For Client-based Unified Messaging users who use Microsoft
Outlook as their email client, AVST provides Personal Outlook Forms that can be published to
the user’s Outlook client.
These forms include the additional tools to simplify the processing of fax messages from within the
email client. This includes the ability to enlarge and shrink the fax, the ability to navigate between the
pages of the fax, the ability graphically annotate the fax and more.
Feature Name: RightFax Fax Server Integration
Dependencies: Currently supported version of RightFax, Telephony Gateway
Feature Description: CallXpress can integrate to a customer’s existing RightFax fax server. This
integration gives users telephone-based unified messaging functionality as well as adds fax
functionality to the call processing engine. With this integration:
Users can access their fax messages from the telephone interface. CallXpress will list their fax
messages (in either the same queue as their email and voice messages or in a separate queue)
and will allow users to forward those messages to any convenient fax machine. CallXpress
users with email access can also forward email messages to any fax machine including the
ability to render out most common attachment types.
Menus can be created that can send out fax documents from a library to callers using either
Same Call Fax or Callback Fax (fax library).
CallXpress IVR and Access SDK applications can be fax-enabled.
Feature Name: Access Fax Messages from Telephone User Interface (TUI)
Dependencies: Requires RightFax or compatible third-party fax server
Feature Description: CallXpress users can be given the ability to access their fax messages from the
telephone user interface in a number of ways:
CallXpress user with RightFax server…CallXpress users can be programmed to have their
incoming fax messages, generated by a RightFax server, stored in the CallXpress mailbox. Users
can then access their fax messages while they are accessing their voice messages.
CallXpress users with unified messaging (Email Access) and a fax server…CallXpress users
whose fax messages are stored in their Microsoft Exchange or Lotus Notes inbox can access
their fax messages while they are accessing their voice, fax and email messages. This requires
they be using a compatible third-party fax server.
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In both cases, CallXpress will list the fax messages to the user (in either a single queue or with separate
queues for each message type), read the relevant header information about the fax and allow the user
to forward the message to any convenient fax machine to which they know the number or to any
system user. Users can use either Same Call or Callback fax delivery to send the messages.
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Security
CallXpress includes a wide range of security features listed on the following pages.
Feature Name: Minimum Security Code Length
Dependencies:
Feature Description: The CallXpress system can be configured to require users to create security codes
that contain at least a minimum number of digits. The system administrator can set the system to
require anywhere from 2 to 15 digits in the user’s security code.
Feature Name: Multiple Levels of Administration Security Access
Dependencies:
Feature Description: Each CallXpress administrator is assigned their own personal account. These
accounts can each have their own attributes and levels of feature access assigned to them. Some
administrators can have access to system configuration while other can only access and edit mailboxes
on the system. Accounts can be created that can only edit existing information and others can be
assigned create and delete rights as well. All administrative access is logged to the Windows Event logs
on the CallXpress Server.
Feature Name: Security Audit
Dependencies:
Feature Description: All changes made by system administrators are logged in the Windows
Application Log and can be viewed using the Windows Event Viewer. These log entries include the
name of the administrator, the changes made and the time and date of the changes.
Feature Name: Selectable Initial Security Code
Dependencies:
Feature Description: By default, all mailboxes have a default security code of 0000 when they are
created. The system administrator can create a separate default security code to be used in place of
0000 whenever a new mailbox is created.
Feature Name: SSL Support for CallXpress Clients
Dependencies:
Feature Description: CallXpress supports using SSL (Secure Socket Layer) on all communications
between the server and the client applications. Using OpenSSL, the CallXpress installation
automatically generates a private key and certificate pair. This delivers secure communication
between the CallXpress client applications and the CallXpress server.
Feature Name: Forced Security Code Change and Confirmation
Dependencies:
Feature Description: CallXpress allows the system administrators to configure CallXpress to require
users to change their security codes on a regular basis. The system can be set up to support security
codes that last anywhere from 1 day to 365 days. Administrators can also configure the system to warn
users of the impending expiration of their security code anywhere from 1 to 31 days before it is set to
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expire. If a user allows their security code to expire, they can still log into their mailbox with their old
security code but the only function available to them will be to change their security code.
Feature Name: Dedicated Administrator Accounts
Dependencies:
Feature Description: CallXpress system administration is controlled through the use of separate and
dedicated administrator accounts, not the voicemail user account. This allows for tighter control of
system access. Each administrator is assigned their own account and each account can have a unique
set of capabilities assigned to it. All administration activity is logged to the Windows Application Log
showing both the activity and the administrator account involved.
Feature Name: Mailbox Lockout
Dependencies:
Feature Description: CallXpress can be configured to lock a subscriber mailbox in the event of a certain
number of attempts at logging in with an invalid password. The administrator can set a count for
unsuccessful logon attempts (anywhere from 1 to 255 attempts) and when that threshold is exceeded,
the mailbox will be locked out. A mailbox can only be unlocked by a system administrator with the
appropriate rights. While locked out, the mailbox will continue to take messages.
Feature Name: User Security Code Features
Dependencies:
Feature Description: CallXpress has implemented a wide range of features to insure the security of a
user’s mailbox. Some of the user security features are:
Security codes are unavailable to system administrators… Administrators can only reset
subscriber security codes to the system default or to a new password, they cannot view or
discover them.
Security codes are stored in an encrypted, proprietary database… Subscriber mailbox security
codes are unavailable to subscribers and administrators even if they have physical access to
the CallXpress server.
Use of the Advanced Security Policy…As an option, users can be configured with the Advanced
Security Policy which supports an increased level of security by forcing the user to use nontrivial passwords (no mailbox number, no consecutive digits, no contiguous digit streams, etc.)
Enforced minimum security length…The administrator can set a minimum required length for a
password from two to eighteen digits.
Retain History setting… The administrator can specify the number of unique passwords
subscribers must create before they are allowed to repeat them.
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Password aging… CallXpress can be configured to require users to change their security codes
on a periodic basis. The system can be set up to support security codes that last anywhere
from one to three hundred and sixty five days.
Initial mailbox setup security change…CallXpress can be set to require a user to change their
security code on their first login to their mailbox, thereby removing the system default security
code.
Configurable default security code…When CallXpress is installed (or at a later date), the system
administrator can define the default security code to be used when new mailboxes are
created.
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CallXpress 8.2 Features Guide
Custom Applications
CallXpress includes interfaces that allow developers to use a number of tools to build custom
applications that take advantage of the CallXpress platforms messaging and callout features.
Feature Name: NotifyXpress
Dependencies: Automated Agent
Feature Description: NotifyXpress is an outgoing call notification module that lets customers record
and deliver outgoing messages easily. These could be anything from appointment reminders to
schedule changes to emergency message notification. The information can be personalized by
customer. As an example, outbound phone messages can be sent to remind customers of the time and
date of their upcoming appointments.
Feature Name: ScheduleXpress
Dependencies:
Feature Description: ScheduleXpress is an ancillary application that can be used to augment the
functionality of the powerful Extension Specific Processing (ESP) capabilities in CallXpress. With
ScheduleXpress, individual ESP arrangements can be configured to behave differently based on time of
day, day of week, or specific dates. This allows the administrator to set up sophisticated personal and
departmental menus as well as interactive audio menuing applications that execute based on a specific
extension.
Feature Name: Interactive Voice Response IVR
Dependencies: UCConnect Information Access Module
Feature Description: UCConnect is an optional module of CallXpress that supports full-featured
Interactive Voice Response (IVR) capabilities. For development purposes, UCConnect applications are
created in Microsoft Visual Studio. Programmers can use any of the languages supported in Visual
Studio to build UCConnect applications (Visual Basic, C#, C++, J#, etc.). The UCConnect Module is a .Net
component that is added to Visual Studio, essentially providing access to the messaging and call
processing engines of CallXpress from within the created applications. As UCConnect does not utilize a
proprietary scripting environment and data access connectors, IVR applications can be implemented
very easily and economically. With the basic features of Visual Studio, along with the vast array of
other third-party controls available for Visual Studio, UCConnect can be used to develop custom IVR
applications that interact with a wide range of host, server and database environments. UCConnect is
fully integrated with all other features of CallXpress, providing advanced and automated applications
directly from within CallXpress, with no need to transfer the calls to other servers.
Feature Name: UCConnect Fax Capabilities
Dependencies: UCConnect Module, Open Text RightFax server
Feature Description: CallXpress UCConnect supports the inclusion of fax functionality in the custom
applications created using this programming tool. The fax services are provided by an Open Text
RightFax Server running on a separate standalone server. This functionality makes use of the RightFax
API provided to developers by Open Text. Using UCConnect and the RightFax API, developers can
create applications that include many types of fax functionality including the following:
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CallXpress 8.2 Features Guide
Send faxes based on transactions made during an IVR session
Send faxes based on information in a database
Send faxes from a fax library
Feature Name: Web Services Software Developer’s Kit
Dependencies: None
Feature Description: The CallXpress Web Services SDK allows developers to create custom applications
using traditional programming tools such as Visual Basic, C, C++, etc. Using these tools, developers can
create desktop and server applications that can access most of the functionality provided by the
CallXpress system. The CallXpress Web Services API allows programs to access the CallXpress
messaging handling and line control functions, as well as to access individual mailbox content. Almost
all of the system administration functions are available through the API as well. The development
environment uses XML calls into the CallXpress Soap Engine.
4net Technologies Ltd
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Tel: 0333 323 0700
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London, UK W1W 5BB
Tel: 02035030003
[email protected]
© 2011 Applied Voice & Speech Technologies, Inc. (AVST). No part of this publication may be reproduced, transmitted,
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