Integrated Solution Ii - AT&T MERLIN LEGEND System Reference Manual

System Applications

Integrated Solution II

Integrated Solution II (IS II) is a complete package of UNIX-based voice
processing and call analysis software applications that assists businesses in the
management of telephone usage and costs. IS II offers a single interface to and
can include any of the following software:
Integrated Voice Power Automated Attendant (IVP AA). The IVP AA
answers telephones automatically and transfers callers to the appropriate
departments or extensions. Callers are provided with a menu of recorded
prompts that they respond to by dialing numbers on a touch-tone telephone.
Callers without touchtone telephones can be transferred to the system
operator, who then handles their calls. Separate menus for day and night
service as well as multilevel menus and corresponding announcements can
be setup to ensure that callers reach the right person or department as
quickly as possible.
IVP AA can operate in touch-tone gate mode or in no-gate mode. To speed
handling of calls from touch-tone telephones, gate mode prompts callers to
dial 1 to continue to the main menu. If a 1 is not dialed within a programmed
interval, calls are automatically transferred to the system operator. In the no-
gate mode, callers hear the main menu immediately, and if no response is
received after the main menu is played, calls are transferred to the system
operator.
IVP AA is a low-cost alternative for businesses that need enhanced call
handling without the added voice messaging capabilities of AUDIX Voice
Power—lS Il.
AUDIX Voice Power—lS II (AVP). AVP offers all the features of the IVP AA
combined with the following services:
Call Answer. Allows callers who reach a busy or unanswered extension
to leave a message, transfer to another extension, or transfer to a system
operator. Individual extension users can program a personal greeting or
select a standard greeting and can program a password to prevent
others from retrieving their messages.
Voice Mail. Allows users to send messages to other extensions in the
system, forward messages received with comments, and reply to
messages received. The system manager can send general messages to
everyone in the system.
Information Service. Provides a customer-oriented, call-in information
service that plays a recorded message and then disconnects the caller.
Message Drop. Offers an answering service, similar to an answering
machine, that plays a message to the caller and then allows the caller to
"drop off" a message, such as a request for service or an order. Callers
cannot direct their messages to specific extensions.
Call Accounting System - IS II (CAS). CAS collects and analyzes call
information, calculates the prices of calls by using rates selected by the
business, organizes calls by client or project, and prints reports on a daily or
as-needed basis. CAS-lS II provides all of the functionality of CAS along
with automatic number identification (ANI). (For more information on the
features of CAS, see "Call Accounting System" in this chapter.)
Integrated Solution II 3-17