Call Completion System Solution Description
Mutare, Inc.
April 8, 2017
CONTENTS
Introduction ............................................................................................................................................ 2
High Level Functionality ......................................................................................................................... 2
The SAM Value Proposition .................................................................................................................... 3
SAM Features ......................................................................................................................................... 3
Caller Interface ................................................................................................................................ 3
User Features .................................................................................................................................. 3
Admin Features ............................................................................................................................... 4
SAM technical overview .......................................................................................................................... 6
Server Application ........................................................................................................................... 6
SIP Interface to Voice PBX............................................................................................................... 6
IP Network Connections .................................................................................................................. 6
Data Dips and Notification Message Appending ............................................................................. 6
Typical Architecture ........................................................................................................................ 7
SAM User Licensing ................................................................................................................................ 7
Copyright © 2016 Mutare, Inc. All Rights Reserved | SAM Version 1.3 | Patent Pending | April 8, 2017 | Page 1
SAM SYSTEM DESCRIPTION
INTRODUCTION
Smart Assist by Mutare (SAM) is an enterprise messaging solution that replaces legacy voicemail l with
a modern digital workflow for that is faster, better and cheaper than voicemail. SAM answers missed
calls, records a message, converts the recording to text and delivers the message to the employee
digitally. SAM was designed around modern workflows practiced by the millennial generation centered
on SMS text messaging, email, mobile apps and email. SAM messages can be appended with caller
data from any enterprise database including CRMs, Active Directory or other database creating
“Smart” messages that include data such as the caller’s name, title, company and email address.
The revolutionary aspect of SAM is simple: there is no voice mailbox to manage. Employees no longer
need to manage greetings, passwords, deal with message waiting lights or ever dial in to listen to a
voice message again. Callers are served, employees are thrilled, and eliminating voice mailboxes
reduces overall telecommunication costs for the enterprise.
HIGH LEVEL FUNCTIONALITY
Missed calls are forwarded to SAM from the enterprise telephone system through a SIP trunk
connection. Callers are greeted with a Smart announcement that can include tags such as the called
party’s name, extension and out of office status. SAM offers to record a voice memo from the caller
that will be transcribed and digitally transmitted for faster response. The called party is notified of the
message in email, IM, SMS or a secure mobile app. The notification includes the caller ID, the time of
the call, the transcribed message and the voice memo.
Copyright © 2016 Mutare, Inc. All Rights Reserved | SAM Version 1.3 | Patent Pending | April 8, 2017 | Page 2
Optionally, SAM can automatically append messages with related caller information such as name,
account number, email address, notes etc. from the enterprise CRM, EHR or other data base taking
voice messaging to the next level of “Smart.”
Another available SAM option is HIPAA compliant messaging. SAM can be combined with Mutare’s
Vital Link service to deliver voice messages securely to Smartphones and browsers for healthcare
applications.
THE SAM VALUE PROPOSITION
•
•
•
Serve all callers and be responsive.
Serve employees by eliminating voice mailbox workflow and delivering Smart messages by
text, email, IM and mobile app.
Lower service, maintenance and admin costs by replacing voicemail with call completion.
SAM FEATURES
CALLER INTERFACE
Feature
Description
Call Completion
SAM answers missed calls and plays announcements to greet callers. SAM can
record voice memos and notify the called party when a voice messages is left. If
the caller hangs up without leaving a message, SAM may still deliver the
timestamped notification with caller ID to the call recipient.
Call
Callers are greeted with announcements managed by the system.
Announcements Announcements can be configured with a combination of recordings and tags to
provide callers with context and instructions.
Voice Memo
Recording
SAM records voice memos from callers that are delivered to the called party as
sound file attachment and/or transcription or, optionally, streamed.
Announcement
Without Voice
Memo
SAM can be configured to answer calls with an announcement and not record a
voice memo. For example, “The party you called [INSERT NAME] is not set up to
receive voice messages, but will be sent the time you called and your caller ID.
Thank you. Goodbye.”
USER FEATURES
Feature
Description
Caller ID and
Time Stamp
SAM messages include the Caller ID, date and time of the message in the
message delivery.
giSTT Message
Transcription
SAM messages can include a transcription of the audio file with the “gist” of the
message. This enables users to read their messages without needing to listen to
the voice file in most instances.
Voice Memos
Voice memo sound files can be included with email message delivery enabling
users to listen to the voice memo. Optionally sound files can be streamed using a
hyperlink in the message delivery.
Copyright © 2016 Mutare, Inc. All Rights Reserved | SAM Version 1.3 | Patent Pending | April 8, 2017 | Page 3
Multiple
Message
Delivery Types
SAM delivers messages to users via email, SMS, IM and Vital Link™ secure
message delivery.
Message
Appending
SAM supports data dips into any modern database and can append messages
with details triggered from the caller ID including the caller’s name, email address,
account number, notes, or any other data stored in the database record fields.
HIPAA
Compliant
Messaging
SAM messages can be delivered to clinicians using Mutare’s Vital Link secure
client for HIPAA compliant messaging applications. Such messages can also be
appended with data from an electronic health record. Vital Link is sold separately
from SAM.
Missed Call
Notification
Today’s callers expect fast turnaround, especially when they take the time to call.
More and more callers are hanging up without leaving a message resulting in
missed opportunities. SAM notifies users of missed calls, even hang-ups.
User Portal
SAM is designed to be administered automatically. However, there is a user portal
available that enables users to add additional message delivery options create
personal announcements, and set out of office notifications if desired. Access is
controlled by user roles.
Out of Office
If desired, users can specify a date range in the user portal to notify callers when
they are out of the office. During that date range the OOO (out of office)
announcement will play. After the end date is reached the system will
automatically revert to the default announcement, ending the annoyance caused
by” outdated announcements playing after the employees has returned to work.
Personal
If desired, users can record personal announcements in their own voice through
Announcements the user portal. This can be useful to customer-facing users who desire to control
their personal brand.
ADMIN FEATURES
Feature
Description
Active Directory
Synchronization
SAM streamlines administration of users by automatically adding and deleting
users from the system using Active Directory Sync. Other options are also
available for managing user import. See next row.
User Import
Options
Getting SAM initially set up is made easier through the user import feature.
Mutare supports flat file data importation, Active Directory Synchronization (AD)
or a customized import service for loading users for each customer into SAM.
User
Maintenance
Once setup is complete, administrators can add/modify/delete users, as well as
configure time-zone, notification options, and the number assigned to the user.
Authentication
Modes
Active directory or standard authentication is supported.
Dead End Call
Handling
SAM will handle calls that have no matching numbers / users on the system. SAM
will provide the caller with an announcement with additional instructions for
contacting users.
Copyright © 2016 Mutare, Inc. All Rights Reserved | SAM Version 1.3 | Patent Pending | April 8, 2017 | Page 4
Template
System administrators can set up templated announcements that can then easily
Announcements be assigned to users within the SAM system. This reduces the workload of
creating an announcement for each user.
Roles
Roles include users, admins and limited admins.
Configurable
Notifications
SAM can be configured to accommodate notifications to users by email, SMS,
Lync IM and Vital Link secure client. Templates can be set up in SAM to
accommodate a variety of layouts, branding, tag selection and more.
Message
Templates
System administrators can set up HTML or text based message templates to
support a variety of message layouts, branding, and tag insertion in delivered
messages.
Recording
Management
Admins can upload recordings to the system to support a wide variety of
applications and languages. Recordings can be used with Smart tags to
concatenate an unlimited number of announcement to handle and call
completion situations.
Call
SAM supports recordings that can be concatenated into announcement strings to
Announcements support an unlimited variety of announcements.
Announcement
Recordings
SAM comes standard with a set of professionally recorded prompts for use in
announcements that greet callers. Customers can create their own custom
recordings in any voice or any language.
Smart Tags
SAM speaks smart tags using text to speech. When combined with recordings,
Smart Tags can be inserted into announcements to speak things to callers such as
user names, extension numbers and dates.
Override Text to
Speech Name
SAM can speak user names phonetically as an override to pronounce the name
correctly. For example, the name “Rich Quattrocchi” can be overridden to speak
“Rich quattro key” ensuring the correct pronunciation of the smart tag.
Voice Memo
Recording
Based on the announcement, user announcements can be configured to take
voice memos or just play an informational announcement. If a voice memo is
recorded it can be sent as an email attachment, streamed and / or transcribed.
Reporting
SAM logs the work that it performs and can include tabular reports that can be
run in date ranges and by extension. Data includes: Call No., Call Started, Call
Ended, Caller Id, User, Status, Phone Number, Message Transcription, Type and
Notification.
Tenant Settings
Tenant settings are used to specify communication interfaces to other systems
such as email, IM etc. along with general system settings such as the server name,
domain, time zone, message length etc.
System Settings
System settings include security and default system settings.
Copyright © 2016 Mutare, Inc. All Rights Reserved | SAM Version 1.3 | Patent Pending | April 8, 2017 | Page 5
SAM TECHNICAL OVERVIEW
SERVER APPLICATION
SAM is a .NET application that runs on a Windows server and utilizes a SQL database back-end. The
admin interface front-end is Web based. The SAM server specification can be found on the Mutare
website at: http://www.mutare.com/data/td/289-SAMServerSpecs.pdf
SAM includes interactive voice response technology that enables the system to answer calls and play
announcement prompts to callers, and interacts with other systems in the enterprise as well as
Mutare’s giSTT™ transcription service and Mutare’s Vital Link secure messaging service. More
information on giSTT and Vital Link can be found at http://www.mutare.com .
SIP INTERFACE TO VOI CE PBX
The interface to voice telephone systems is through the Session Initiation Protocol (SIP). SIP
integration requires that the inbound call contains the Caller ID, the Called Number, and the SIP
Diversion Header to be passed during the call. SAM is voice switch agnostic. SAM servers are
configured with SIP ports to support the anticipated traffic based on the number of users, busy hours
and other considerations. A SAM server can support 100 ports and multiple SAM servers can work
together. Mutare has a port configuration tool that can be used when designing systems to calculate
the number of servers and ports for any given configuration. Consult with your Mutare Regional
Manager for more information.
IP NETWORK CONNECTIONS
SAM utilizes IP network connections to interact with other systems in the enterprise or cloud including
Mutare’s giSTT transcription service, email, SMS services, Instant Messaging services, Active Directory
and data dips into 3rd party databases for data appending.
DATA DIPS AND NOTIFICATION MESSAGE APPENDING
A data dip is passing information about a covered call to an external customer data source(s) and
having some useful information returned which can be included in notifications from SAM. A common
example would be passing along the caller’s phone number through a contact look-up in a CRM
database like Salesforce.
Because there are an infinite number of different kinds of data sources, SAM implements them through
a custom piece of .NET DLL code or a web service specifically written for each customer. SAM simply
passes the ANI and subscriber information and returns any number of “tags” of information which can
be added to notification templates. All the business logic and external data manipulation occurs inside
the custom DLL or web service.
Copyright © 2016 Mutare, Inc. All Rights Reserved | SAM Version 1.3 | Patent Pending | April 8, 2017 | Page 6
TYPICAL ARCHITECTURE
SAM can be deployed on premise or in Mutare’s secure cloud. A typical premise deployment is depicted
below. Consult with your Mutare Regional Manager for more details.
SAM USER LICENSING
SAM is licensed on a per user per year subscription basis. There are two license types to accommodate
differing user requirements:
Smart License: Entitles users to all delivery options including email, SMS, Instant Message and Vital
Link HIPAA compliant messaging. Also includes giSTT speech to text, message analytics, message
appending, voice file attachments, streaming delivery option.
Limited License: Entitles users to receive SAM messages by email only. Sound file attachment can be
Copyright © 2016 Mutare, Inc. All Rights Reserved | SAM Version 1.3 | Patent Pending | April 8, 2017 | Page 7
attached. NOTE: Excludes delivery by SMS, IM or Vital Link. Excludes giSTT speech to text, message
analytics, message appending and streaming delivery options.
Copyright © 2016 Mutare, Inc. All Rights Reserved | SAM Version 1.3 | Patent Pending | April 8, 2017 | Page 8