trixbox Pro Feature Description

Auto-Attendant (IVR)

The trixbox Pro Auto-Attendant lets callers "Press 1 for Support" or "Press 2 for Sales." The Auto-Attendant feature is easy to use and powerful. With simple clicks of the mouse you can manage call flow, build scheduled responses, forward calls off-site, and more.
Outlook Integration

• Inbound Calling: When your phone rings, the Caller ID will be analysed against your Outlook contacts. If a match is found you will see the person's name pop-up!
• Call from your inbox: Right-click on a contact or email message to call. Your phone rings and you're connected!

Voicemail

trixbox Pro offers four easy ways to retrieve messages:

• Press a single button on your office phone.
• Dial in remotely from any outside phone.
• Receive attached .wav files in your email.
• Listen via your Web control panel.

Voicemail to Email

Receive your voicemails as emails! trixbox Pro comes pre-configured to send each employee an email whenever they get a voicemail. You can even have the audio attached to your email so that you can listen to the voicemail right from your Inbox.

No POP3, SMTP, IMAP, or Exchange configuration required!

Hot Desk

Have more employees than desks and phones? No problem! Use trixbox Pro's "hot desk" feature. With a couple of clicks of the mouse, extensions and voicemails will follow your employees from desk to desk!
Music on Hold

Music on hold is as simple as uploading an MP3 file using the Web Control Panel. With a click, callers will hear your favorite tune while on hold. In fact, each trixbox Pro comes with multiple audio channels, allowing you to play different audio to different classes of callers.

Scheduler

Want to play different messages to callers at different times of the day? Want an entirely different Call Menu on weekends, with different options for your callers to choose from? Use trixbox Pro's intuitive Scheduler to create and apply schedules that will make your phone system work for you - even when you have gone home for the day!
Custom CTI (AGI)

On the surface, trixbox Pro is the world's easiest to use enterprise PBX. Under the hood, it can do all sorts of custom things such as database dips, CTI integration, Internet look-ups (RSS feeds), text-to-speech, and more.

Ring-all (Blast Group)

A Blast Group takes one inbound call and rings all phones; the first to pick up gets the call. This feature, on other phone systems, is sometimes called "Simultaneous Ring".

Call Forwarding

Users can employ their personal Web Control Panel to enable call forwarding to either an internal extension or to an external number.

Name Directory

trixbox Pro comes pre-configured with a professional "spell-by-name" directory. Callers are simply prompted to "spell the first three letters of the party's first or last name." They are then automatically connected to the requested extension.

Don't want to be in the Name Directory? No problem. The trixbox Pro administrator can easily exclude certain extensions from the Name Directory.

Linked Servers (e.g. branch offices) now have linked Name Directories too!

DIDs

Have more employees than phone numbers? With one click of the mouse, you can assign an inbound phone number to an employee.

Unlimited VoIP Accounts

trixbox Pro comes VoIP-ready with unlimited VoIP provider accounts for all editions (NEW!). With a couple clicks of the mouse, you can connect trixbox Pro to your favorite VoIP Providers (SIP or IAX) and configure VoIP for inter-office and intra-office calls while keeping regular calls going out over POTS/PSTN.

We recommend using VoIP for free inner and intra-office calling, and perhaps to save on international calling, but to stick with PSTN if you can afford to. However, if you are going to use VoIP as your primary provider, we highly recommend:

1. A dedicated broadband connection just for VoIP
2. A segmented LAN (different network for phones and PCs).
3. A high quality VoIP Provider.
4. QOS on every part of your LAN and WAN.
5. Do not use GSM as it tends to sound poor.
   

PSTN Fallback

trixbox Pro offers VoIP-users a PSTN back-up in case of an Internet service interruption. Virtual PBX products offer no PSTN back-up, so, if your Internet service goes down (there is no 100% guaranteed up-time), your business telephone line goes down with it . which is unacceptable in a dynamic business environment.

PSTN-Fallback is automatic. trixbox Pro detects poor (or zero) Internet quality and immediately steps your system into PSTN mode.

Note: trixbox Pro runs in PSTN-only mode if desired. No VoIP required!

Telecommuters (Patent-Pending)

Telecommuting is the way of the future . proven to increase employee satisfaction and effectiveness. You'll be glad to know that trixbox Pro was built with telecommuting in mind. In fact, the telecommuting technology in trixbox Pro is so innovative and effective that it is patent-pending. With an IP phone (or softphone), employees can keep their extension number as they travel outside the office or between offices. No configuration changes required.

You'll never again have to leave the message, "I am out of the office today." From your home, a hotel, or even your cell phone you'll be able to answer your extension as if you were still glued to your cubicle!

Branch Office Support

Deploy a low-cost trixbox Pro server in each office. Then, with a few clicks in your control panel, link your servers to take advantage of the following features:

• Free office-to-office calling via VoIP.
• Call forwarding to any extension in your linked trixbox Pro server network
• Converged Name Directories (spell-by-name)
• Converged Internal Employee Directories
• Shared agents and queues (Call Centre Edition only)

Web Control Panel

Our award-winning Web interface comes in two flavours:

• An admin panel for administrators -- manage all aspects of trixbox Pro remotely.
• A user panel for employees -- allowing them to manage their personal configurations (such as listen to voicemail, click to call people back, enable call forwarding, etc.) from anywhere in the world.

Powerful Reporting

From the trixbox Pro Web Admin Panel, you can analyse real-time call logs for all extensions using powerful search and filter parameters. trixbox Pro also provides real-time billing (available for those who use our VoIP network) so that, at any time, customers can see a snapshot of how much they are spending company-wide on telephone calls.

From the trixbox Pro Web User Panel, individual users can look at their call logs and return calls with the click of a mouse!

Conference Bridges

Conference bridges were once thought to be unaffordable for many companies, but trixbox Pro comes pre-configured with conference bridges for free! A trixbox Pro conference bridge supports an unlimited number of internal participants and as many external participants as you have phone lines.

Using HUD you can even, at a glance, see who in your company is speaking on a conference bridge!
Extension Groups

Your organisation may not be flat - meaning that some employees have communication responsibilities that others do not. trixbox Pro includes a powerful "groups" feature that allows you to build extension groups and assign permissions to those groups.

Examples of trixbox Pro permissions are:

• Zone Paging/Intercom
• ACD - Record other's queue calls
• ACD - View queue reports
• ACD - Agent login / logout
• Call Forwarding
• Check Voicemail
• Dozens more!

trixbox Pro EE and trixbox Pro CCE include "group permissions" with HUD Pro, enabling over a dozen additional HUD-specific "permissions", such as:

• Barge
• Call Privacy (who's talking to who)
• Block call "stealing"
  
• Record my calls
  
• Many more

Routing by DIDs

Your business may have several numbers for different departments. With trixbox Pro's ability to route by DIDs, you can direct calls to a different call menu based on the inbound number.

Paging / Zone Paging

Want to page everyone in the whole company or just a certain set of employees? Simply build a "group", assign that group an extension number and begin paging them!
Note: Cisco phones cannot receive pages.

Intercom / Zone Intercom

Many telephony products offer an intercom feature, but do you know of any that offer Zone Intercom? trixbox Pro does! With trixbox Pro you can dial a zone to setup an ad-hoc conference with everyone in that zone!
Note: Cisco phones cannot receive pages.

Voicemail Groups

Want to send a voice message to multiple people? Use the Voicemail Group feature to easily build groups (such as your sales team). Then dial the number of your group, just as you would normally dial an extension, and leave a message. Seconds later, everyone in the group gets your new message!

Advanced Call Forwarding

With a few clicks of your mouse you can forward an extension to another extension, a cell phone, or even to another part of your Auto-Attendant. This let's you build very creative IVR trees to meet the needs of your business.

Call Return

When listening to their voicemail, your employees will be able to press a key to call the person back. You can enable or disable this feature on a per-employee basis.

Call Out

When accessing trixbox Pro's voicemail system, your employees will be able to make an outgoing call. This can be a great toll-saver, allowing "billable" calls to be kept within your domain. You can enable or disable this feature on a per-employee basis.

Report Exporting (.csv)

Extend trixbox Pro's powerful reporting engine by creating .csv files that you can import into applications such as Excel and Access.

IVR Authentication

With a click of the mouse, you can password-protect any part of your Auto-attendant. Use this feature to protect your Conference Bridge or your priority queues.

SMS/Pager Voicemail Notify

This feature gives you the ability to enter an SMS or Pager email address in order to receive voicemail notifications on that device. These notifications are short and do not include the actual audio attachments. This feature can be used in conjunction with the Voicemail-to-Email feature. Thus you can receive email alerts (including optional audio attachments) at one email address and simultaneously receive SMS/pager notifications at another address.

Upload Voice Prompts

This feature gives you the ability to upload highly professional pre-recorded voice prompts when simple recordings from your phone (trixbox Pro SE) just won't do.

Alerts & Notifications

Administrative alerts and notifications allow administrators to set desired operating thresholds for a trixbox Pro deployment. If the system operates outside of these thresholds, the administrator is instantly notified.

Trunks Status Pages

View the real-time status of trunks in the administration control panel to ensure that your digital and analog PSTN interfaces are operating correctly. Here you can quickly see whether your cards are connected, determine whether they have alarms, view the PRI status, and more.

Real-Time System Resource Graphs

trixbox Pro offers highly detailed graphs of system resources (CPU, RAM, HD, Swap), server activity (Calls, Recordings, Conferences), and network activity (upstream, downstream).

Historical System Resource Graphs

trixbox Pro EE and CCE offer advanced resource graphs for administrators. They can see system resources, server activity, and network activity, both in real-time and in precise 5-minute historical snapshots.

Unlimited Call Queues

Each queue comes with a variety of options:

• Personalised audio announcements give your queue a professional sound.
  
• "Hold Time" announcement frequency customization allows you to tailor your callers' on-hold experiences.
  
• User/Agent priorities allow for more effective call routing.
  
• Hold time limits ensure that callers do not remain in your queue for extended periods.
  
• Caller limits keep queue call volumes within manageable levels.
  
• The ability to set the length of time after fielding a call before the same agent is called again improves agent productivity.
  
• Much much more!

Full Featured A.C.D.

A.C.D. (Automatic Call Distribution) allows you to route incoming calls to your users/agents in many different ways to facilitate your unique business needs:

• Ring all - 1st to pickup gets the call.
  
• Ring one person at a time in order.
  
• Ring in order, with memory.
  
• Ring who was least recently called.
  
• Ring who has the fewest calls.
• Ring a random person.

Skills-based Routing

Assign each agent a priority and your queue will distribute calls to them accordingly. This means you can pass more leads to your star-closer, or pass fewer leads to your underperformers. trixbox Pro offers an additional layer of prioritization based on agent order. This means similarly skilled agents can receive calls in an ordered, round-robin fashion.

Graphical Queue Reports

View graphical reports on every detail of your queues such as: abandoned calls, completed calls, hold time, average call length, agent productivity, and much more. Also view graphs of call volume and call completion by day, weekday, or even hourly averages. These averaged reports are great tools that allow you to better predict optimal call centre staffing levels!

Agent Call Recording

Choose an agent and select how many of their calls you want to record. trixbox Pro will then record this specified number of calls and automatically stop recording when the limit is reached. Call recordings capture agent name, agent extension, date, time, Caller ID, DNIS and file size. Using the Web-based interface, you can then listen to calls through your computer speakers or download them to your local drive.

Agent Variable Log-off

Want your agents to be automatically logged out of their queues upon missed calls? Well, you can now decide, on a per-agent basis, how many calls that agent can miss before he or she is logged out.

Agents on Cell Phones

Remote agents on cell phones or analog home phones can now seamlessly participate in your queues. This means that callers will never know if the answering agent is on an IP phone in your office or on a mobile phone in another part of the world!

Agents Shared across Sites

Have a Call Centre that spans multiple offices? With trixbox Pro's Linked Server Software and trixbox Pro CCE, you can have agents across several branch offices participate in the same queue.

Real-time Queue Stats

Want to know how many callers are in your queues? Need to know which agents are logged in? Need to know which of your agents is already on a call? The trixbox Pro Web-based control panel answers all of these questions, helping you to manage your queues with real time stats.

HUD Feature Descriptions

Operator Panel (w/ BLF)

HUD® gives your organisation a full-featured operator panel, including unlimited on-hold and parking areas for every employee and easy tools for managing and transferring calls.

Call Parking Area

HUD provides all employees with the ability to: view which calls are currently parked; tag parked calls with reminder notes; and drag calls between their extension, their on-hold area, and the parking area.

Drag & Drop Call Control

Quickly and easily drag and drop calls; between extensions, on-hold, a mobile phone, the call parking area, or a voicemail box all without having to touch your desktop phone! HUD also allows you to select a number in any file or application and call instantly!

Color-Coded Call Status

HUD color-codes all calls allowing you to observe the presence of your employees in real-time:

• Green - Inbound/outbound call
  
• Orange - Queue call
  
• Purple - Intraoffice call
  
• Blue - Ringing call
  
• Maroon - Conference Bridge
  
• Grey - Unregistered

Transfer to Voicemail

With a simple click of the mouse, transfer an incoming call to your voicemail, or drag the call to someone else's voicemail.

Extension Sorting - name, number, status

Need to know quickly which employees are on the phone? HUD sorts your extensions in "continuous" mode, so you can always have your active callers at the top of the list. It's perfect for managers who need visibility into employee activity levels.

Enterprise Instant Messaging

Employees can send instant messages over your own private chat network. This feature will be particularly appreciated by companies that have turned off external chat facilities for productivity reasons and by call centres that want to text-whisper to agents who are on the phone.

Instant Messaging Chat History

What did she say again? With HUD's IM chat history, employees will always have a record of their interoffice communications.

Outlook Integration

Right-click on a contact or on an email message to call the associated phone number. Your phone rings and you're connected! What could be easier? Not only that, but HUD matches inbound Caller IDs with your personal or company address book and alerts you via a desktop alert!

Presence Management

With the ability to see other employees on your trixbox Pro system and view their color-coded call state, you'll spend less time tracking people down and leaving voicemail messages.

Click-to-Call Mobile Phones

Click the mobile phone icon to instantly call any employee on their cellular phone. The phone number to be dialed is pulled from your trixbox Pro company directory.

Click-to-Email

Simply click the email icon to send an email to any employee in your company. The address will be pulled from your trixbox Pro company directory.

Desktop Alerts

When your extension rings, an optional desktop alert displays, informing you of the call and its Caller ID. These alerts also show the names of people calling your extension for Caller IDs stored in your Outlook contact database. You can also display this alert when making outbound calls.

Interactive Desktop Alerts

Interactive desktop alerts, like basic desktop alerts, provide information relating to inbound or outbound calls. Unlike basic alerts, interactive alerts allow you to disconnect calls, call mobile phones, initiate call recording, query Web-based applications with the Web Launcher, initiate chats, send e-mails, and manage Outlook contacts directly from the desktop alert.

On-the-Fly Recording

HUD with trixbox CCE provides your employees with the ability to record their own calls with the press of a button. With trixbox Pro CCE, supervisors can also copy agents' recordings, capturing the agent name, agent extension, date, time and file size in the process.

Group & User Permissions

With trixbox Pro EE and trixbox Pro CCE group and user permissions, administrators can decide who has access to HUD features and who does not.

Extension Grouping

Optimise efficiency by organising your display into departmental groupings that mimic the way you operate. Simply build a group and start dragging extensions into it.

Extension Search

HUD's Extension Search facility allows employees to search for and find co-workers quickly so they can view their colleague's status and initiate communications.

Extension Search - QuickMenu

After using Extension Search, an optional QuickMenu can appear to allow users to employ number keys, arrow keys, or their mouse to call or chat. When used in conjunction with Shortcuts, this feature makes HUD use fast! Very fast!

Shortcuts (Hotkeys)

HUD supports shortcuts that allow employees to search, chat, and call other employees quickly and easily. Now, finding fellow employees is as easy as Ctrl+Shift+F.

Queue Status

Managers can see which agents are logged into and out of their queues.

Agent Login/Logout

Agents can view their own login/logout status and log themselves into and out of their queues. Managers can also log agents in and out with a click of the mouse.

Call Barging (active)

HUD provides supervisors with the ability to actively listen to any inbound or outbound call. It also comes with an extensive permission system, so you can grant a specific group the ability to barge another specific group.

Call Monitoring (passive)

HUD provides supervisors with the ability to passively monitor any inbound or outbound call. It also comes with an extensive permission system, so you can grant a specific group the ability to barge or monitor another specific group.

Web Access to Recordings

trixbox CCE's powerful web-based control panel gives every employee easy access to their call recodings made with HUD.

Advanced CRM Integration

HUD can optionally launch a Web browser and direct it to a custom URL when your extension rings, which is perfect for looking up inbound callers in your favorite Web-based CRM package or even just Googling callers for fun!