Call Handlers
 

 

The following types of call handlers are available in TERAVoice Server 2004:


Voice Mailbox

Voice Mailboxes allow playback and recording of voice messages. A mailbox can be set up to use scheduled messages that are played at certain times, dates or weekdays. For each schedule it is possible to allow or deny recording. The maximum message length is configurable and a custom goodbye message can be configured for each mailbox.
Remote control can be enabled or disabled for each mailbox. Remote control can be used to listen to and delete new received voice messages. The playback message can be recorded and several options can be set using remote control. Authentication for remote control can be done by CallerID and by entering a PIN number manually.
Each mailbox can be configured for different notification options. For more info see 'Notification'.
Mailbox access via the client tool can be secured via standard Windows Security settings for each mailbox.

Voice Menu

Simple IVR applications can be implemented with voice menus. Each voice Menu can playback a custom message. Further processing is done by events: An event can occur depending on digits dialed by the caller, on user definable timeouts or on end of message playback. For each event an action can be set to be carried out. The following actions are available:

  • Switch to a different Call Handler (can be a mailbox, a different voice menu, a waiting queue or any other TERAVoice Call Handler)
  • Transfer the call to a certain extension or another external phone number, depending on call transfer support of the PBX or the public network.
  • Repeat playback of the current message
  • Shut down the call and hang up

IVR Module

For easy creation of IVR applications TERAVoice supports two types of programmability support: IVR Scripts and IVR ActiveX Objects.
Writing scripts is as easy as creating asp web pages. TERAVoice offers an integrated script editor with syntax highlighting and test-mode for simulation. Scripts can be debugged with any Windows script debugger. (The Microsoft Windows Script Debugger is freely available for download)
For those who prefer to use their familiar ActiveX enabled development environment such as Visual Basic, Visual C++, Delphi and others, creating IVR modules for TERAVoice can be done by implementing a single COM interface. A test mode for simulation as well as full runtime debugging support is available.
Usually IVR applications are executed to handle incoming calls. TERAVoice additionally supports scheduled execution of IVR Scripts or IVR ActiveX objects. This funtion can be used for performing maintenance tasks but also for performing automated outgoing calls !

H.323 Target

Incoming calls can be connected to any internal user on the network that is using hardware equipment or software that is capable of VoIP (voice over IP) and conforms to the H.323 protocol. Of course any call that is connected to a call handler that is capable of redirecting calls (like voice menu, IVR module) can redirect calls to H.323 user.
Additionally TERAVoice can act as an H.323 gateway which allows internal H.323 users to call out via PSTN or ISDN using TERAVoice as their gateway.

Scheduler

The Scheduler is a special type of call handler. It does not implement any functionality in terms of telephony processing and is working as a time, date and weekday-dependent dispatcher . It can act as a primary call handler for calls that are not yet connected in order to switch processing to another Call Handler depending on the active schedule. If no schedule is active the current call will not be answered.
The Scheduler can also be used as a secondary call handler for calls that are already connected and handled by a voice menu or an IVR module. That Call Handler can issue a switch mailbox command with a Scheduler as target in order to further switch the call over to the target defined for the current schedule. If no schedule is currently active the call will be disconnected.

Waiting Queue

The waiting queue Call Handler can be used to implement waiting queues for hotlines or other types of high-volume call centers for which a free agent cannot be guaranteed permanently. For each Waiting Queue a list of extensions can be defined and modified at any time to designate all available agents to which calls should be transferred. The Waiting Queue will playback informational messages to the caller each time his queue position changes: “You are currently position X on the waiting queue.”
Calls that are connected via Waiting Queues can also be recorded if the PBX or network supports 3PTY conference.

Music On Hold

The Music On Hold call handler is able to feed a permanent audio stream to the PBX for music on hold playback to use with PBX systems that support feeding from internal phone lines.

Remote Control

The remote control handler enables remote control as an alternative to accessing remote control from the mailbox. A user mailbox may have a certain timeout for taking a call. Using the remote control handler as a separate call handler allows taking calls immediately for faster remote control access. Auto-Login is available depending on CallerID in order to eliminate the need for entering mailbox ID and PIN number for users that are calling the remote control box from e.g. their internal phone their mobile or their home phone.

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