IP TELEPHONY (VoIP)

Converging Communications at Your Pace.

The last decade of the twentieth century saw the Internet evolve from a resource sharing and file transfer medium for a few universities and government agencies into a communications phenomenon of unimaginable proportion and power. The Internet Protocol has accordingly become the de facto standard for moving bits of data from one place to another, whether across the Internet or through private networks. The first decade of the twenty-first century may witness the transformation and incorporation of all types of human communications systems -- not just data but voice, video, imaging and even forms as yet undreamed of -- into a converged global communications network based on the Internet Protocol (IP).

The first step in this process of IP globalization is called IP Telephony, and it is already well under way. IP Telephony is not just a matter of converting voice signals to data bits, although that is part of the process. Also involved are the call set-up messages and the networking information -- transparent to the end user -- that make possible the convenience and ease-of-use offered by networked telephony systems. Thus students at a remote campus or office workers at a branch office can enjoy and benefit from the features and functions of the PBX at the central site -- voice mail, music-on-hold, telephone set displays, message lights, to name a few -- as though they were directly connected to the central site.

IP Telephony is growing throughout the world as communications decision makers begin to take advantage of the potential cost savings afforded by converged infrastructures.

LEARN MORE ABOUT THE BENEFITS OF VoIP

CLICK HERE TO VIEW NEC'S VoIP REQUIREMENTS WHITEPAPER

CONVERGED MOBILITY

The demands on converged mobility require that individuals must be able to access company information in real-time, from any location – corporate headquarters, branch offices and outside the office. A number of elements are key to accomplishing this requirement:

• A real-time wireless infrastructure

• A variety of converged terminals designed for the needs of a range of mobile workers

• Applications to deliver voice and information to real-time enterprise users.

To meet these requirements NEC offers the UNIVERGE WL system, a Converged Mobility Solution. This solution enables mobile terminals to deliver the anywhere, anytime communications required by the Real-Time Enterprise. For example, the UNIVERGE WL system can help to eliminate decision-making delays caused by users being away from their workstations. This solution incorporates wireless controllers with integrated system management, access points and a range of planned mobile terminals.

CLICK HERE TO VIEW NEC's CONVERGED MOBILITY BROCHURE

AUTOMATED ATTENDANT

Automated Attendant usually supplements live attendants by providing a separate telephone number allowing direct dialing of any, phone, terminal, mailbox, department etc... in the system. Studies show an automatic 25% of incoming calls to your organization can be routed as personal calls or callers knowing where or who they want to talk to.

As an alternate to Direct-In-Dial (DID), the procedure allows you to retain your existing telephone numbers as well as use all your lines for both incoming and outgoing calls.

Reducing calls through direct access reduces costs for attendant back-up while increasing customer service.


AUTOMATIC CALL DISTRIBUTION-ACD

The ability to queue calls in the order they were received for any department or person will result in less calling back of messages for internal personnel. It also increases customer service while allowing less personnel on staff to deal with incoming calls. If callers continue to recall back to personnel trying to transfer any call into a busy department, it not only disrupts the internal worker, but is also frustrating for callers.

Call records showing the number of calls being transferred into a particular group during different hours will permit scheduling minimum personnel for maximum service. Records showing abandon and lost calls allow for corrective action plans without over staffing.

ACD overflow call patterns allow callers in queue who have waited beyond permitted waiting time to be transferred to an alternate sub-group of personnel who can immediately deal with your caller.


ATTENDANT OVERFLOW

Any attendant knows that they can not guarantee that all calls get answered before the 3rd or 4th ring. Attendant Overflow monitors incoming calls and if for some reason the call does not get answered before the specified number of rings, the system answers the calls in a recorded voice of your attendant and puts the call on hold listening to music until the attendant can get to the call.

CLICK HERE TO VIEW LIVE/AUTOMATED ATTENDANT PLATFORM