Thought For The Week
No Question Is A Bad Question!
Key Point
A PBX Can Do Almost Anything A
CO Switch Can Do.
This Lesson Reviews Many Of The Features
And Functions Found With Typical PBX
Systems And Discusses How They Are Typically
Used.
At The End Of Lesson 2, You Should Be
Able To:
Describe What A Call Accounting System Is
And What It Does
List and Describe The Primary PBX Features
Give An Example Of How Each PBX Feature
Can Be Used In A Typical Business
Call Accounting
Call Accounting Systems Are Computers
That Track Individual Information on
Telephone Calls.
Call Accounting Systems Are Often
Dedicated PCs Connected To A PBX By
Means Of A Serial Port.
Call Accounting Software Is Used To
Retrieve The Information, Sort It, And
Provide Reports About An Organization’s
Calling Patterns.
Call Accounting
The Call Accounting Configuration
Diagram Illustrates This Type Of System.
Call Accounting Configuration
Authorization Codes
If A Company Thinks The Telephone
System Is Being Used Inappropriately,
Authorization Codes Are Issued To Users
Of The System.
These Codes Are Used To Create Reports
That Detail The Telephone Calls For
Individual Departments or Employees.
Account Codes
Call Accounting Reports Are Essential To
Some Types Of Businesses.
An Alternative To On-Site Call
Accounting Hardware And Software Is A
Service Bureau.
Voice Mail Systems
Voice Mail Systems Are Answering
Machines Built Into A PBX, Or StandAlone PCs With Voice Mail Software.
Voice Mail Systems
A Configuration Showing A PC-Based
Voice Mail System Is Shown On The PCBased Voice Mail Diagram.
PC-Based Voice Mail
Design Factors
When Implementing A New Voice Mail
System, You Must Consider The Number
Of System Users, Voice Messaging Ports
On The PBX, And Automated Attendants
That Will Be Needed.
You Must Also Decide How To Notify
Users That Voice Mail Is Waiting.
Unified Messaging
Unified Messaging Systems Provide A
Single Graphical Interface That Helps
Users Manage Voice Mail, E-mail, And
Faxes.
Unified Messaging
A Key Strategic Service That Brings
Together Previously What Where
Standalone Messaging Systems.
Provides A Way For People To Receive All
Of Their Messages Via:
Desk Phones
Cellular Phones
Alphanumeric Pagers
Fax Machines
E-Mail (To Name Just A Few)
Hotel Fax
Office Phone
Multimedia PC
Home
Phone
PBX
Integration
Mailbox
Directory
Mobile
Phone
PBX
Text-ToSpeech
Message
Server
Directory
Server
Unified Messaging
Can Be Delivered through Message Servers
That Are Connected To A Corporate PBX,
Or To A Carrier Switch.
Deposits Each Subscriber’s E-Mail Fax,
And Voice Messages Into A Universal
Voice Messaging Inbox, So That The
Subscriber Can Find All Message In A
Single Place Through A Single Interface.
Unified Messaging
- Sample Notification Options
A “Stutter” Dial Tone Is One Method Of
Notifying A Subscriber of An Awaiting
Message.
A Subscriber Can Receiver An E-Mail
Notification Message, With A Hyperlink,
To The Subscriber’s Specified E-mail
Address.
Voice Notification Sent To A Multimedia
Workstation.
Broadcasting
Voice Mail Systems Also Offer Message
Broadcasting, Which Sends The Same
Message to Multiple Voice Mail Boxes.
Voice Mail Security
Voice Mail Is Vulnerable To Several Types
Of Potential Security Problems:
Curiosity
Malice
Industrial Espionage
Illegal Business Use
Toll Fraud
Voice Mail Security
Many Of These Are Already Implemented
In Major Voice Mail Systems:
Grant System Privileges Only As Needed.
Prevent Callers From Transferring From
Voice Mail To An Outgoing Line
Eliminate All Unused Voice Mail Boxes.
Be Serious About Passwords.
Limit The Number Of Attempts To Log In
To Voice Mail.
Voice Mail Security - Continued
Many Of These Are Already Implemented
In Major Voice Mail Systems:
Regularly Review Reports Of System
Activity For Unusual Patterns.
Plan for the Worst
Automated Attendants
Automated Attendants Are Machines,
Integrated Into PBX Systems, That Answer
The Telephone And Play A Recorded
Message.
Automated Attendants Can Supplement A
Staff Of Live Operators During Very Busy
Times, When The Staff May Not Be Able
To Handle All Of The Incoming Calls.
Class of Restriction (COR)
Class of Restriction (COR), Also Called
Class of Service (COS), Allows A
Telephone Administrator To Define User
Rights For A Telephone System.
Call Pickup
Call Pickup Allows Someone To Remotely
Answer The Ringing Telephone Of A
Person Who Is Not Available.
Call Park
Call Park Is A More Flexible Type Of Call
Hold, That Allows The Call Recipient To
Resume The Call From Any Extension On
The System.
You Will Learn To Enable And Disable
Call Park In Experiment 5.
Call Forwarding
Call Forwarding Allows A Telephone User
To Redirect A Telephone Call To Another
Telephone.
Call Announcement
When A PBX User Transfers A Call To
Another User, Call Announcement Allows
The First User To Speak To The Second
User Before The Second Person Answers
The Forwarded Call.
Call Waiting
Call Waiting Alerts A Called Party That
Another Incoming Call Is Waiting.
Digital Announcement Unit (DAU)
A Digital Announcement Unit (DAU) Plays
A Variety Of Recorded Messages To
Callers On Hold, According To The Call
Treatment Script.