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ALTERNATE PERSONAL GREETING
Allows users, (authorized system users), to record a personal greeting in addition to their standard greeting which can be used as
required for special circumstances. For example: " Hi, I'm out on lunch until 12:30. Please leave me a message at the tone and I will get
back to you as soon as possible."
AUTOMATED ATTENDANT
A telecommunication application that operates like a virtual receptionist, also known as IVR - Interactive Voice Response, used to
automatically receive incoming calls and transfer them to the appropriate or requested parties, via internal or external transfers.
VOICE MAIL
AUTOMATED ATTENDANT AND VOICE MAIL REPORTING
The system administrator can request detailed system and user reports based on who and how the automated attendant and voice mail
was being accessed and utilized on an hourly, daily, weekly, monthly and yearly basis.
AUTOMATED DIALING
A telecommunication application that automatically dials phone numbers for the purpose of delivering prerecorded messages.
PREDICTIVE DIALING
An automated dialing application that automatically dials phone numbers from a calling list and connect the callers to available agents on
standby.
AUTOMATED EXTENSION CHANGE
Allows users to have their calls automatically switched to a different "new" extension. Quite often, users will have their extension number
printed on their business cards. When they change extensions, business cards with the old extension number will still be out in the field.
Callers entering an "old" extension number will be given the "new" number, reminded to make a note of it, and then transferred to the new
extension.
AUTOMATED PRE-OVERHEAD PAGE
A voice mail system that uses the overhead paging feature of the telephone system to automatically page a user and tell them that there is
a call for them prior to physically ringing their extension. The pre-page feature is useful for people, or groups of people, who usually are
near their phone but aren't necessarily always at their desk. A good example of companies using the pre-page feature to increase
efficiency and customer satisfaction is retailers. For example: a call comes in for the sports department, the system transparently puts the
caller on hold, goes overhead, "Sports department, there is a call for you", and then transfers the call to the extension.
AUTOMATED POST-OVERHEAD PAGE
The post-page feature is useful for people who are never at their desk, but always in the office or plant. A good example of someone who
will increase his/her efficiency, and at the same time increase caller satisfaction, is a warehouse manager. In the manager's personal
greeting, he/she records "Hi, I'm in the plant, please press 3 now to have the system automatically page me". Then, if a call comes in,
rings at the manager's desk, forwards to voice mail, and the greeting prompts the caller to page the manager. The system transparently
puts the caller on hold, goes overhead, or zone page, and plays "warehouse manager, there is a call for you". The manager can then
either go back to his/her office; or, pick up the call remotely.
AUTOMATIC DAY/AFTERNOON AND NIGHT MODE
The system administrator can utilize voice mail internal clock to define how the system processes, and route calls up to three shifts per
day, seven days per week. For example: you may wish to have calls for your operator routed to a different extension when he/she takes his
/ her lunch, and then have the system automatically route calls back to the switchboard when lunch is over.
AUTOMATIC DISK MAINTENANCE
A voice mail system can be supplied with an automatic disk maintenance program. This option ensures that the hard drive lasts longer
and runs more efficiently. You can program the voice mail to automatically shut itself down in the middle of the night to run this routine.
AUTOMATIC STATION LOG ON
Allows users to automatically log on to their voice mail box. Rather than having to enter a user ID number and
passcode, the system will only ask for a passcode when you call the voice mail hunt group from your own extension.
AUTOMOTIVE VOICE BROADCASTING
Automotive Voice Broadcasting is a communication tool used by many automotive dealers, that automatically dials and broadcasts
prerecorded information to new and existing customers by telephone. The broadcasts can be interactive, allowing the customer to choose
from a number of options, which includes: acknowledging that the message was well received, recording a message to be retrieved or
requesting to speak to a live person. The Automotive Assistant Voice Broadcasting system offers all these interactive features with it's
Voice Broadcasting campaigns, such as: Vehicle Recall Notification, Vehicle Service Reminder, and more.
BROADCAST MESSAGE
Not only can each user create and administer their own distribution lists, the system comes with its own system
distribution lists or broadcast message capability. The system administrator can define up to 20 separate lists, including
one or all users on the system. Each user can receive messages on any combination of lists 0-19 as defined in their class
of service. This capability offers increased flexibility for companies with large numbers of users who all need to hear the same
messages. For instance: you may have 150 sales reps in the Mid-West that need to hear one message while your 250
reps in the East need to hear another. There may be cases where all Mid-West and West reps need to hear a message;
however, for reps in the East the message would not apply and would not be included in that particular broadcast
message.
BULLETIN BOARD
VoiceGate Voice Mail owners can set up a program on their system to provide bulletin board announcements giving
callers fax or verbal answers to frequently asked questions. Running this type of service increases customer satisfaction
because they will be provided the information they want, when they want it, 24 hours a day, seven days a week.
BUSY GREETING
The system plays the personal busy greeting "Hi, I'm on the phone right now..." when callers select the option to record a
message, instead of holding, in the Busy on Hold feature.
BUSY ON HOLD
VoiceGate Voice Mail has the ability to detect from the automated attendant when a called parties' extension is engaged,
thereby notifying the caller that the extension is busy, and gives them the option to hold, leave a message or dial another
extension. The system can also queue multiple callers on hold simultaneously. Your customers will like this feature
because it personalizes your call processing system. Not only do they know that you are physically in the office and
engaged in another conversation, and not hiding behind your voice mail, they also are given a choice to "queue" up on
your extension and wait until you are free to take another call. Note: Extra voice mail ports are recommended for this
feature because it ties up a voice mail port each time a caller wishes to remain on hold; thus, limiting the number of
voice mail ports for other users and callers.
CALL QUEUING BY EXTENSION
When using the "Busy on Hold" feature, the system will queue callers, on a specific extension, waiting for a user to free
his/her line. See Busy On Hold.
CALL LOGGING
A Call Recording and/or Call Logging System is comprised of both hardware (with a line tapping device/s built into a PC or compact unit)
and software (with applications developed on various O/S platforms) that record, log and store calls made through phone systems
(manufacturers of PBX switches and routers such as Avaya, Nortel and Cisco) or trunk lines (such as POTS, T1, PRI, ISDN services) over
various telecommunication infrastructures (copper lines, cable lines and fibre optics).
CALL REDIRECT (EXTERNAL TRANSFER) - PRE/ POST
Other terms for this feature are "external call transfer", or "trunk to trunk patch". This feature allows users to tell
the system to forward all their calls to an external number. Users can take calls in real time when they are not at their
physical extension. The user simply tells the system what number at which they can be reached, the system then puts the
caller on hold, and conferences the two parties together. This feature is transparent to the caller. (Pre-Redirect).
Users who get the most out of this feature are ones who tend to work at home or out of the office. These people can still
field their calls while on the run, or just working at home, while at the same time providing callers with the ability to
reach them, in real time, without knowing that the person they called aren't physically at their desk. Calls into the system
are put on hold, they then hear, "transferring your call", the system then picks up an outside line and transparently
transfers the call to the off premises number. Users can choose calls to be sent directly to an off-site number (Prior to playing the personal
greeting (Pre-Redirect); or, they can re-direct (After the call has forwarded into their mailbox) by prompting callers to press "4" to have the
VoiceGate re-direct the call at that point in the sequence. (Post-Redirect).
CALL SCREENING
This feature allows users to have the caller announce, from the automated attendant, who they are so they can decide
whether or not to speak to that person or transfer him/her directly to their voice mail box.
CASCADING MESSAGE NOTIFICATION
Allows users to tell the system where and when to notify them that they have a message in their voice mail box. The
system will then search for the user at up to five different numbers including: pagers, cellular phones, answering
machines etc. Each user has the flexibility to define: his/her own personal notification numbers, time range to notify from, and the type of
message to notify by. For example: only call me if it is an urgent message between 5 and 9 P.M. This feature is widely used in service
applications where a customer records a message requesting a service response. The system then will hunt from one technician to
another until it finds one available. The technician then picks up the
message and responds to the customer.
CERTIFIED DELIVERY
Each user has the ability to request that they receive confirmation that the message they have forwarded, or sent, to
another user(s) has been received. If requested, the system will deposit a message into the originator's mailbox detailing
when the user they forwarded, or sent the message to, picked it up.
CLASS OF SERVICE
Fifty different Classes of Service (system administrator-definable) are supported to provide more system flexibility in
assigning mailbox features.
CLIENT COMPUTER
A client is a computer system that accesses a (remote) service on another computer by some kind of network.
http://en.wikipedia.org/wiki/Client_(computing)
COMPANY DIRECTORY
Can be customized to provide callers with a menu of different departments, divisions, user's last names and extensions.
See also Custom Directory.
CRM
Acronym for Customer Relationship Management. CRM is an industry term for software solutions that help enterprise businesses
manage customer relationships in an organized way. An example of a CRM would be a database containing detailed customer
information that management and salespeople can reference in order to match customer needs with products, inform customers of
service requirements, etc.
http://technology.findlaw.com/law-technology-dictionary/crm.html
CTI (Computer Telephony Integration)
Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-
ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the
integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.
http://en.wikipedia.org/wiki/Computer_telephony_integration
CUSTOM CALL ROUTING (10 x 49 Levels)
VoiceGate Voice Mail can be defined to process calls to suit your business' call processing requirements. With each
business being unique, VoiceGate Voice Mail has been designed to offer maximum flexibility when defining call routing
paths for your business. These paths can be set up to be time, day and tenant specific: just because you may share your
office, and phone system, with another company doesn't mean you have to have your calls processed the same way as the
people you share the system with. VoiceGate Voice Mail gives you complete flexibility in defining line answering criteria by putting the ability
to program the system in your hands by using a simple, easy to use, "soft coded" system administrator's interface. The choice is yours,
customize, or let the systems default settings process the calls. See also "Multiple Tenants".
CUSTOM DIRECTORY
Probably the most powerful feature VoiceGate Voice Mail has to offer. The system allows you to create customized name or departmental
directories specific to your call processing requirements. The directories make the system easy and informative to use from your
customer's standpoint, and the good news is, it is easier to set up and change. Using the custom directory in conjunction with the VIP4000
/ VoiceGate ICS's optional fax on demand upgrade, you also have the ability to set up an interactive fax on demand/ automated information
line. Callers can request and automatically receive verbal and fax information on frequently asked information; therefore, freeing up
valuable human resources from having to compile and disseminate this information.
DBMS
An acronym for Database Management System.
Software used to create and maintain a database. Provides a layer of transparency between the physical data and application programs.
www.adobe.com/products/vdp/glossary.html
DENTAL APPOINTMENT REMINDER
A sub-module of the Dental Assistant™ - an interactive text-to-speech, voice broadcasting and notification dialing module of the ICS™,
designed to integrate with dental practice software or just about any DBMS software.
DENTAL APPOINTMENT SCHEDULER
An automated dialing application used to phone patients at home and schedule appointments. A sub-module of the Dental Assistant™ -
an interactive text-to-speech, voice broadcasting and notification dialing module of the ICS™, designed to integrate with practice
management systems or just about any DBMS software.
DENTAL ON HOLD MESSAGING
A product called the Voice WAV is an hold messaging system (consisting of hardware, software and service) commonly used by dental
practices to play messages, announcements and advertisements to patients while they are on hold.
DENTAL PRACTICE SOFTWARE SYSTEMS
A database management system used by dental practices to manage patient records, appointments, payments, dental staff scheduling
and so forth. The Dental Assistant™ appointment reminder system integrates with most dental practice software systems, for a more
seamless dental voice broadcasting campaign launch for automated patient appointment scheduling.
DEPARTMENTAL GREETING
Allows for different departments to greet callers with their own message. This also allows the departments to have their own autonomy
over how calls are processed. For example: you may have a sales and a service department. Each department has a different operator
and hours of business. You have put off installing a voice processing system because you don't want to; or, can't operate the two divisions
under the same call processing environment. The ICS™ Voice Mail and IVR system addresses each department's unique call processing
requirements while increasing call processing efficiency and increasing caller satisfaction at the same time. See also "Multiple Tenanting"
and "Custom Directory".
DISPLAY PROMPTS
The system administrator can view the prompts being played using the system monitor in real time. This is a valuable
diagnostic tool because it aids the administrator in determining how efficiently callers and users are utilizing the system.
By viewing the prompts, the administrator may see an area in the program where callers are getting confused and/or
frustrated and opting to go to the operator for assistance. Once identified, the system administrator can easily go into the
system and remedy the problem, increasing caller satisfaction and further streamlining your company's call processing
function.
DISTRIBUTION LIST
Automatically forwards messages to a pre-programmed list of other mailbox users. For example: you are a sales manager. You frequently
send the same message to the same group of sales people. Using the distribution list you just record the message once, hit the
distribution list number, and the message you just recorded gets copied to each person's mail box defined in that list. Each user can have
up to 10 different distribution lists of 20 people.
ERP
Enterprise Resource Plan - software that integrates departments and functions across a company into one computer system. ERP runs
off a single database, enabling various departments to share information and communicate with each other. ERP systems comprise
function-specific modules designed to interact with the other modules, eg Accounts Receivable, Accounts Payable, Purchasing, etc.
www.theaccountspayablenetwork.com/html/modules.php...
EXPRESS MESSAGING
Allows users to send messages to other mailboxes without actually ringing their physical extension. This is useful when
the person you are sending a message to is known to be away from their desk and you just want to leave them a quick
message. This feature provides direct access to the receiving mailbox.
FAX ON DEMAND (OPTIONAL)
The VIP4000 / VoiceGate ICS has the ability to provide callers with hard copies of frequently requested information.
They simply call the system, enter the document number and their fax number, and the system automatically picks up a
line and sends out the requested fax information. See also "Custom Directory".
FLEXIBLE BUSINESS HOURS
The system administrator can define different company business hours for each day of the week. Calls coming into the
system outside defined business hours can, and will be, processed differently depending on how you have told the system
to process your calls: you can define this by time of day, day of week, and day of year (holidays).
FLEXIBLE LINE RINGING
The system administrator can instruct the system to answer each set of line groups dependant on time of day and day of
week.
FORWARD WITH OR WITHOUT COMMENTS
Allows users to forward or re-direct messages to other mailboxes with or without additional comments.
For example: you get a message you wish another user or group of users (distribution list) to hear. You have the option
to "tag" a comment of your own in front of the re-directed message like" guys, please get back to me on this". See also
"Certified Delivery".
FUTURE MESSAGE DELIVERY
Users have the ability to send messages into the future. They put a date on the message when they wish it delivered into
their own or another party's mailbox, and the system will deposit it on the date.
For example: you are notorious for forgetting your anniversary. In order to prevent this from happening again, you
simply send a message to yourself into the future, to be deposited in your mailbox at midnight the day before your
anniversary, reminding you not to forget the event.
GUEST MAILBOXES
The system administrator can assign guest or "phantom" mailboxes to outside users without having to designate physical
extensions for them on premise. Ideal for inter-communication between you and your prime customers; you and your
employees who only work in the field and don't have physical extensions (or desks); or, you and your preferred
suppliers. Not having to assign a physical extension and telephone set also saves on equipment costs.
HELP KEY
Is available at any time to both callers and users by dialing "0". Users are also prompted by the system at all levels of the
program giving them help when they need it; or, letting them "fast track" as they become more proficient. Expert or
beginners, VoiceGate Voice Mail allows users to move along at their own pace, politely prompting them to re-enter
when they make a mistake.
INDIVIDUAL MAILBOX REPORTS
The system administrator can request reports on individual mailbox's activity on a daily or monthly basis. These reports
are valuable to management to determine which users are using their voice mail in an efficient way, returning messages
quickly and in a timely manner rather than "hiding behind their voice mail box".
INTELLIGENT LINE TAPPING
A term used by VoiceGate Corporation (a manufacturer of call logging/recording equipment) to describe they're call logging/recording
technology, which involves an intelligent means of tapping directly into telecommunication sources (such as PBX equipment, Trunk Lines,
VoIP Networks, 2-Way Radio Systems, and others) for the purpose of logging or recording voice and data, while providing a suite of quality
assurance applications.
INTERACTIVE VOICE BROADCASTING
A feature of the ICS™ Interactive Voice Response - IVR system, which automatically places calls and allows call recipients to listen to a
message and interact with the system by pressing keys on their keypad. The system can detect which keys were pressed and is
programmed to play various messages according to the caller's entry. The actions that can be programmed may include; information
confirmation or navigation through a phone menu. For example, professional polling organizations use automated dialing systems to
automate phone surveys. Respondents are provided survey questions that are answered using DTMF-tone keypad responses [1]. More
qualitative results can be captured by allowing call recipients to leave their own voice message instead of just button presses. This
function can not only be used for "grassroots" lobbying, but can be used to allow loved ones to leave voice messages for each other when
separated after a disaster.
http://en.wikipedia.org/wiki/Voice_broadcasting
INTERACTIVE VOICE MESSAGING
(see Interactive Voice Broadcasting)
INTERACTIVE VOICE RESPONSE OR IVR
The ICS™ system comes standard with a "tree" of 10 choices by 49 levels, giving tremendous call answering flexibility as well as the ability
to use the system to run IVR applications. When utilized with the optional add-on "Scripted Prompting" feature (see definition), this
capability will allow system administrators to develop their own sophisticated call processing applications that can integrate with a
computer database. See also "Custom Directory".
INTERRUPTIBLE PROMPTS
VoiceGate Voice Mail is interrupt driven. Outside callers and users alike can "interrupt" the system while it is
prompting them to skip to the next set of instructions without waiting for the system to finish its message or prompt.
Using industry standard SCSA, MVIP & PEB compliant hardware, VoiceGate Voice Mail provides superior DTMF
recognition by utilizing advanced DTMF algorithms. For our customers, this translates to fast accurate recognition of
tones the system receives anywhere in the program, over any of the system prompts.
LOG IN PASSCODE IN COS
Some users do not want to use passcodes to access their mailbox. With this feature enabled, users calling from their
own internal extension will be immediately played their messages. This feature is helpful in Hotel/Motel applications.
MAILBOX INITIALIZATION PROMPTING
First time users may be intimidated by using voice mail and its many features. VoiceGate Voice Mail has been designed
with not only the first time user in mind, but also the expert user. The system prompts first time users in a patient,
courteous voice, to set up their mailboxes. It prompts first time users to record their spoken name and personal greeting
after the beep. It is polite and it ensures all users have recorded their greetings without a large investment in user
training to get them to do so.
MAILBOX RESET
This feature allows the system administrator to reset a mailbox without deleting and re-entering it. The mailbox is set
back to its default state. This feature is used in Hotel/Motel installations that do not have PMS integrations.
MESSAGE COPY TO ANOTHER MAILBOX
The system administrator can now get the VoiceGate system to automatically copy any message from one mailbox to
another after a pre-defined time period has lapsed. This is a great feature for companies offering technical support. The company offering
the support could tell the system to copy any message left in technician one's mailbox longer than 30 minutes without being listened to by
"technician one" to be copied into "technician two's" mailbox. If technician two doesn't pick up the message within 30 more minutes, it can
be copied to the supervisor's mailbox.
MESSAGE RETRIEVAL (FIFO/LIFO)
VoiceGate Voice Mail gives users the choice on how they have their messages inventoried. FIFO (first in first out) or,
LIFO (last in first out).
MESSAGE WAITING INDICATION
Most telephone sets have a message waiting lamp as a standard offering. VoiceGate Voice Mail lights this lamp, or field,
to notify the user that they have a message in their mailbox. For systems and sets that don't have message waiting lamps, VoiceGate
Voice Mail will ring the set at pre-determined time intervals and say to the user "This is the Voice Information Processor calling. We have a
message for..."
MODULAR ARCHITECTURE
VoiceGate Voice Mail's modular architecture allows for easy and cost effective growth. Starting at two or four ports,
VoiceGate Voice Mail can be quickly upgraded to 16 ports on a single platform, and 32 ports in a networked environment.
MULTILINGUAL PROMPTS AND SCREEN DISPLAYS (OPTIONAL)
VoiceGate Voice Mail can support any language the system administrator chooses to record the custom setup prompts
in. The system also has the ability to display and prompt users in English and Arabic. Other languages available
include: Spanish, French, and Mandarin.
MULTIPLE ACCESS
More than one caller can leave a message at the same time for any individual user.
MULTIPLE COMPANY GREETING
The system supports up to three different main greetings: day, night and weekend. Additionally, the VIP4000 /
VoiceGate ICS supports a standard four, and optional twelve, different "tenants" each with their own company greetings
and call routing. See also "Multiple Tenanting". On the other hand, the VoiceGate LITE / ICS LITE supports one
tenant only but may be upgraded to the VIP4000 / VoiceGate ICS for more tenants.
MULTIPLE EXTENSION ACCESS
Users can access their voice mail boxes from any touch tone extension; internally and externally.
MULTIPLE TENANTING
The VIP4000 / VoiceGate ICS has the ability to accommodate up to four, (optional twelve) different tenants, or
applications, per platform. Each tenant's lines can be answered and processed differently dependent on time of day and
day of week. See also "Custom Call Routing". NOTE: the VoiceGate LITE / ICS LITE supports one tenant only but may be upgraded to the
VIP4000 / VoiceGate ICSbfor more tenants.
NAME CONFIRMATION ON TRANSFER
Callers into the automated attendant will have the user's spoken name played to them prior to being transferred to that
particular physical extension. This can be enabled or disabled as a system wide parameter.
ON HOLD MESSAGING
A telecommunications application or feature that many businesses use to play custom prerecorded messages to callers while they are
holding or being transferred, for the purpose of providing information, making announcements or for marketing their products or services.
ON HOLD MESSAGING SYSTEM
A product that may consist of hardware, software and service (such as Voice WAV), that connects to the audio source of a phone switch,
used to play messages to callers while they are on hold or being transferred.
OPEN ARCHITECTURE
VoiceGate Voice Mail's PC based platform allows it to accept new technologies as they are developed. There is no need
to re-invent hardware and software: new products are developed on the industry standard PC, and easily ported to
VoiceGate Voice Mail. Companies developing products on a platform that is based on closed, or proprietary, architecture are constantly
having to re-invent off the shelf hardware to migrate to their product. For example: ask a proprietary based supplier to quote on a storage
upgrade. The cost will be exorbitant because they don't have the luxury of simply putting in a larger hard drive
to increase their system's memory. While you are asking pointed questions, ask them if they support fax on demand. If
they do, ask them what it costs. By purchasing a system designed on open architecture, VoiceGate customers are ensured access to
future technology, and migration to future industry standards. What this means is that your investment in a VoiceGate product is protected
from obsolescence because of the open architecture in which the product operates: the PC.
OPERATOR ACCESS
All VoiceGate Voice Mail systems support the ability to access the operator at any time during regular business hours.
After hours, when an operator is unavailable they may be given the choice to leave a message in the general delivery
mailbox.
PAGER NOTIFICATION WITH PHONE NUMBER DISPLAYED
Each user has the ability to set up to five pager or telephone numbers where he/she would like the system to notify them
when they have a message in their mailbox. The system will "hunt" their numbers until the message has been delivered.
See also "Cascading Message Notification". Users can also prompt callers to enter their phone number by pressing "6" in their personal
greeting and the system will out page the numeric string to the paging company. The number of digits that can be entered can be up to 24
digits long.
PASSCODE PROTECTED
The system is protected by passcodes from the keyboard (system administration) and from each extension. Both users
and system administrators have the ability to define their own passcodes.
PASSCODES (USER-DEFINABLE)
Each user has the ability to change or define their own passcodes up to six digits in length. They also have the ability to
change their passcode at any time without the assistance of the system administrator.
PAUSE A MESSAGE
While listening to a message the user can pause the message and then resume listening when desired. This is a nice
feature when you require time to find a pen and paper.
PERSONAL ASSISTANT
When a caller gets into the voice mailbox and dials "0", the system will transfer the caller to the user's designated
personal assistant rather than to the company operator. If you are a sales manager, you may prefer your calls to be taken by one of your
sales team when you are unavailable. The idea being that your sales people are better equipped to field your calls, and questions about
your schedule, than the company operator. This feature gives your callers better service by giving them the answers they want, when they
want them.
PERSONNEL DIRECTORY
As a standard default setting, any user on the system can be reached by having the caller enter the first few letters of their
last name. This is useful for callers who don't know the person's extension, but do know the person's last name.
PREDICTIVE ANSWERING
The system can be programmed to predictively answer and route callers differently depending on time of day, day of
week, day of year (holidays), and tenant. This feature is very useful for companies who run using non-standard business
hours but still wish to automate their call processing. See also Custom Directory and Multiple Tenants.
NOTE: VoiceGate LITE supports one tenant only.
PRIMARY PERSONAL GREETING
Each user can have up to three different greetings. The primary greeting is the greeting most often used. Other greeting
options include alternate and busy. See also "Alternate Personal Greeting" and "Busy Greeting".
PRIVATE MESSAGES
Callers have the option to designate the message type after they have finished recording a message. A message
designated as private can not be re-directed to another user.
PROGRAMMABLE PER PORT
The system administrator has the ability to define how each port is answered and calls processed by customizing the
VIP4000 / VoiceGate ICS's channel setup. This feature gives the flexibility to have the system predictively answer ports
by time of day & day of week.
REAL TIME DISPLAY OF LINE STATUS
From the main screen, the system administrator can monitor the status of each line, and its activity, on a real time basis.
This is an important tool for the system administrator to determine how the system is being used and to identify any
problems there may be in call processing.
RECORD A CONVERSATION
If enabled as a class of service for a user, he/she would have the ability to record any conversation up to 30 minutes.
This recording is transparent to the caller. Recorded conversations can be saved and archived for future reference. Ideal
for lawyers, purchasing personnel and corporate executives to keep track of important conversations.
RECORD ALL CONVERSATIONS
Also known as Call Logging, users can be defined within a class of service to have all their conversations recorded.
Calls to be recorded must pass through the Automated Attendant. This popular feature allows companies to monitor
their employee's and customer's conversations. Conversations are saved to the VoiceGate system's hard drive and can be
saved to a back up tape (optional) for archival purposes. To listen to these files, users can either use the VoiceGate or
optional software to convert the conversations to a Wave file to listen to in a multimedia environment.
REMOTE ADMINISTRATION
VoiceGate Voice Mail has the ability to allow the system administrator to control VoiceGate Voice Mail remotely from
any touch tone phone or PC. Remote administration from a PC is an optional extra but is useful for administrating
remote installations.
REPLY BY MESSAGE
Each user has the ability to reply from their mailbox to an internal message and send it back to its originator.
REPORT DAILY/MONTHLY
The system administrator can request statistical information that the system archives for determining call patterns and
user usage statistics on a daily or monthly basis.
RF
Radio Frequency: Part of electromagnetic waves that is suitable for transferring electronic signals.
(www.streamium.com/support/glossary.cfm)
SAVE MESSAGES
All messages may be saved. In the event a user accidentally discards a message they wanted to save; or, to listen to
again, they have the ability to get that message back to save or re-listen to it before they end their voice mail session.
SCRIPTED PROMPTING (OPTIONAL)
Also referred to as Questions and Answers. A powerful information gathering program available as an optional upgrade
to your VIP4000 / VoiceGate ICS. The system will prompt callers through a series of questions and will record their
responses after each question has been played. Recorded answers are chained and deposited into a transcription
mailbox for review at a later date. This program has proven to be very useful to companies wishing to offer their customers the ability to
place orders for products or services before or after regular business hours. For example: "Thank you for calling the after hours service
support line. Please speak your company name"...record."what location?"...record..."what is the problem?"..record... etc. NOTE: scripted
prompting is not supported on the VoiceGate LITE but may be upgraded to the VIP4000 / VoiceGate
ICS to be made available.
SKIP FORWARD/ BACKWARD
Users can fast forward or rewind their messages while listening to them. They also have the ability to pause a message.
SIMPLE SYSTEM PROGRAMMING
We have designed VoiceGate Voice Mail with the end user in mind. All system administration is done by "soft coding"
the system program. "Soft coding" is simple to use because you don't need be a "C' programmer to set up and administer
the system. Virtually all you have to know is how to type "(E)" enable, "(D)" disable, and enter numbers (1-99). The
rest is all done for you by VoiceGate Voice Mail's powerful application programming interface which pre-defines fields
and options for you to fill in with your soft coded choices. If we have made the programming, set-up, and administration of VoiceGate Voice
Mail sound easy, it's because it is. Remember, all things that are easy, aren't necessarily simple. Make no mistake, VoiceGate Voice Mail
is not simple, it is very feature rich and flexible: it's just the programming that is easy.
SMS (SHORT MESSAGE SERVICE)
A globally accepted wireless service for sending messages of up to 160 alphanumeric characters between mobile subscribers and
external systems such as email, paging, and voice mail systems.
(www.intel.com/network/csp/solutions/ngn/7643gls.htm)
STANDALONE APPLICATIONS
The VoiceGate Voice Mail can be used as a stand alone answering device to disseminate large amounts of information
using its flexible interactive voice response capabilities.
STANDARD GREETINGS
The system also has 8 standard greetings, which you can substitute for your first and second personal greetings. Once
selected, the system will chain your "spoken name" with the standard greeting selected. eg. (spoken name) "has left for
lunch".
STRIPPED DOWN MAILBOX
The VoiceGate product has become feature rich during its evolution. Many users, simply would like the ability to listen
to, delete, or save their messages. For those users not interested in using VoiceGate's higher voice mail functionality
like: distribution lists; forwarding messages to another user; taking their calls at home (call redirect); overhead paging,
pager notification etc., the stripped down mailbox is a perfect solution. This feature is set up as a class of service and is perfect for new
voice mail users to familiarize themselves with navigating their mailbox prior to enabling; or, allowing access to, "higher" voice mail
features. This avoids confusion for new users and costly tech support issues while they go through their initial learning curve.
SUBSCRIBER ACCESS
Users can access the system internally or remotely from any touch tone phone provided they enter the appropriate
passcode.
SUPERVISED / BLIND TRANSFER
The system can supervise transfers of calls. It holds the call and supervises the event that happens at the physical
extension. In the event of ring no answer, the system "grabs" the call back and puts it into voice mail. This mode of
transfer is effective for phone systems that do not support follow along/me ID. Blind transfer is the most efficient way to transfer callers, the
system simply hook flashes the phone system and drops out of the loop, freeing itself to process other calls. In the event of ring no
answer, the phone system forwards the call back to voice mail while sending the appropriate follow along ID to open that particular
extension's mailbox.
SYSTEM ADMINISTRATOR ACCESS BY TELEPHONE
The system administrator can access and perform functions such as add and delete users from any touch tone phone.
SYSTEM BACKUP UTILITY (OPTIONAL)
VoiceGate Voice Mail has the ability to back itself up at pre-determined times.
SYSTEM DISTRIBUTION LIST
The default Broadcast Message includes every user on the system. If you send a message to this list, the message will be
delivered globally throughout the system to any combination of users. See also "Broadcast Message'.
TIME AND DATE STAMP
All messages are time and date stamped for your convenience. Users wishing not to hear the time and date stamp at the
beginning of every message can ask the system administrator to simply turn it off. If this user wishes to hear the time
and date a particular message was sent, they can do so with a simple keystroke after listening to a message.
TIMED DELETE
The system administrator can define, per user, how long saved messages will reside on the system before being
automatically purged. This feature is useful when the memory capacity of the system is low. The system can be told to
automatically purge messages after a few days freeing up valuable memory space.
TIME OF DAY / COMPANY GREETING
The system can be programmed to answer differently for up to three shifts per day.
TRUNK TO PORT SUPERVISION
Some of the newer telephone systems have the ability to pass the VIP4000 / VoiceGate ICS the trunk line identification of an incoming call.
The VIP4000 / VoiceGate ICS takes this information and answers with any of its ports the appropriate company greeting. For instance: we
have two companies sharing a four port VIP4000 / VoiceGate ICS. Rather than telling the system to answer ports 1 & 2 with company A's
greeting and 3 & 4 with company B's, you can tell the system to answer all calls coming in on company A & B's trunks with any port on the
VIP4000 / VoiceGate ICS. Now, rather than each company having only 2 ports assigned to answer their calls, they each can share all 4
ports on the system. This feature makes the VIP4000 / VoiceGate ICS very cost effective and efficient to use in tenanted, or multi-
application environment. This is because the total number of ports required to process calls per system will be greatly reduced when
compared to other voice processing systems that don't give you this option. NOTE: trunk to port supervision is not supported on the
VoiceGate LITE / ICS LITE but may be upgraded to the VIP4000 / VoiceGate ICS to be made available.
TWO PASSCODE LEVELS (ADMINISTRATION)
The VoiceGate Voice Mail offers two classes of passcodes to access the system programming. Level one allows access
to all parts of the VoiceGate's program. Level two only allows access to add; delete and to change the class of service of
system users. The second passcode allows the MIS or telephone support person to allow an on-site administrator access
for daily administration; however, access to programming that could affect the system's ability to function correctly with
the telephone system is restricted.
UNIFIED MESSAGING
A communications solution that unifies a single message store and directory with a desktop client application, providing users with one
central point of access to all their voice, fax, and e-mail messages. Messages are delivered to a single inbox, housed in one central
message store, and feature single directory service. This means that users have global addressing capability, and can use a single
directory to address all their messages, regardless of media. ...
(www.voicemailnc.com/helpcenter/glossary.php)
UNIVERSAL PORTS
Using VoiceGate Voice Mail means that there is no need to dedicate ports to handle voice mail and automated attendant
functionality. VoiceGate's commitment to this feature ensured that when it introduced interactive fax on demand to its
platform that it also supported this multi-tasking port function. The benefit of this feature is that the VoiceGate system gets greater usage of
all its ports: the benefit to our customers is that they can install smaller, cost effective, systems to handle multiple functions on shared
ports.
URGENT MESSAGES
Callers can define messages as urgent in nature. Users will always be played an urgent message before any other
message with a normal designation.
URGENT/PRIVATE MESSAGE DESIGNATION
A message designated urgent/private will be inventoried ahead of all other messages in any mail box. Like the private
message, it can not be re-directed to another user.
VOICE BROADCASTING
Voice broadcasting is a mass communication technique, begun in the 1990s, that broadcasts telephone messages to hundreds or
thousands of call recipients at once. This technology has both commercial and community applications. Voice broadcast users can
contact targets (whether they be members, subscribers, constituents, employees, or customers) almost immediately. When used by
government authorities, it may be known as reverse 911 (since such notifications are intended only for use in emergencies). Voice
broadcast systems manage a database of phone lists as well as digitally-recorded phone messages. Using telephony components,
these computers can simultaneously broadcast thousands of phone messages. Personalized information can be included in the phone
messages through the integration of text-to-speech software. Advanced systems include telephony boards with answering-machine
detection, and the logic to properly play a unique message to answering machines without message truncation.
http://en.wikipedia.org/wiki/Voice_broadcasting
VOICE HEADER
Each message comes in an envelope that consists of a voice header. This header grows depending on how often a
message is re-directed and comments from users are added to it. The header in its simplest form starts with the time and
date stamp.
VOICE MAIL
Each user can be assigned a mailbox to automatically take detailed and confidential messages when they are unavailable
to take telephone calls. *Not all features described in this section are supported by all phone systems. Please contact a TasTec Inc.
Product Specialist for confirmation of system functionality.
* The above definitions were either; derived from the TasTec Inc. Glossary or Terms, the VoiceGate Corporation Glossary of Terms or
from other various sources referenced accordingly by web link.
Allows users, (authorized system users), to record a personal greeting in addition to their standard greeting which can be used as
required for special circumstances. For example: " Hi, I'm out on lunch until 12:30. Please leave me a message at the tone and I will get
back to you as soon as possible."
AUTOMATED ATTENDANT
A telecommunication application that operates like a virtual receptionist, also known as IVR - Interactive Voice Response, used to
automatically receive incoming calls and transfer them to the appropriate or requested parties, via internal or external transfers.
VOICE MAIL
AUTOMATED ATTENDANT AND VOICE MAIL REPORTING
The system administrator can request detailed system and user reports based on who and how the automated attendant and voice mail
was being accessed and utilized on an hourly, daily, weekly, monthly and yearly basis.
AUTOMATED DIALING
A telecommunication application that automatically dials phone numbers for the purpose of delivering prerecorded messages.
PREDICTIVE DIALING
An automated dialing application that automatically dials phone numbers from a calling list and connect the callers to available agents on
standby.
AUTOMATED EXTENSION CHANGE
Allows users to have their calls automatically switched to a different "new" extension. Quite often, users will have their extension number
printed on their business cards. When they change extensions, business cards with the old extension number will still be out in the field.
Callers entering an "old" extension number will be given the "new" number, reminded to make a note of it, and then transferred to the new
extension.
AUTOMATED PRE-OVERHEAD PAGE
A voice mail system that uses the overhead paging feature of the telephone system to automatically page a user and tell them that there is
a call for them prior to physically ringing their extension. The pre-page feature is useful for people, or groups of people, who usually are
near their phone but aren't necessarily always at their desk. A good example of companies using the pre-page feature to increase
efficiency and customer satisfaction is retailers. For example: a call comes in for the sports department, the system transparently puts the
caller on hold, goes overhead, "Sports department, there is a call for you", and then transfers the call to the extension.
AUTOMATED POST-OVERHEAD PAGE
The post-page feature is useful for people who are never at their desk, but always in the office or plant. A good example of someone who
will increase his/her efficiency, and at the same time increase caller satisfaction, is a warehouse manager. In the manager's personal
greeting, he/she records "Hi, I'm in the plant, please press 3 now to have the system automatically page me". Then, if a call comes in,
rings at the manager's desk, forwards to voice mail, and the greeting prompts the caller to page the manager. The system transparently
puts the caller on hold, goes overhead, or zone page, and plays "warehouse manager, there is a call for you". The manager can then
either go back to his/her office; or, pick up the call remotely.
AUTOMATIC DAY/AFTERNOON AND NIGHT MODE
The system administrator can utilize voice mail internal clock to define how the system processes, and route calls up to three shifts per
day, seven days per week. For example: you may wish to have calls for your operator routed to a different extension when he/she takes his
/ her lunch, and then have the system automatically route calls back to the switchboard when lunch is over.
AUTOMATIC DISK MAINTENANCE
A voice mail system can be supplied with an automatic disk maintenance program. This option ensures that the hard drive lasts longer
and runs more efficiently. You can program the voice mail to automatically shut itself down in the middle of the night to run this routine.
AUTOMATIC STATION LOG ON
Allows users to automatically log on to their voice mail box. Rather than having to enter a user ID number and
passcode, the system will only ask for a passcode when you call the voice mail hunt group from your own extension.
AUTOMOTIVE VOICE BROADCASTING
Automotive Voice Broadcasting is a communication tool used by many automotive dealers, that automatically dials and broadcasts
prerecorded information to new and existing customers by telephone. The broadcasts can be interactive, allowing the customer to choose
from a number of options, which includes: acknowledging that the message was well received, recording a message to be retrieved or
requesting to speak to a live person. The Automotive Assistant Voice Broadcasting system offers all these interactive features with it's
Voice Broadcasting campaigns, such as: Vehicle Recall Notification, Vehicle Service Reminder, and more.
BROADCAST MESSAGE
Not only can each user create and administer their own distribution lists, the system comes with its own system
distribution lists or broadcast message capability. The system administrator can define up to 20 separate lists, including
one or all users on the system. Each user can receive messages on any combination of lists 0-19 as defined in their class
of service. This capability offers increased flexibility for companies with large numbers of users who all need to hear the same
messages. For instance: you may have 150 sales reps in the Mid-West that need to hear one message while your 250
reps in the East need to hear another. There may be cases where all Mid-West and West reps need to hear a message;
however, for reps in the East the message would not apply and would not be included in that particular broadcast
message.
BULLETIN BOARD
VoiceGate Voice Mail owners can set up a program on their system to provide bulletin board announcements giving
callers fax or verbal answers to frequently asked questions. Running this type of service increases customer satisfaction
because they will be provided the information they want, when they want it, 24 hours a day, seven days a week.
BUSY GREETING
The system plays the personal busy greeting "Hi, I'm on the phone right now..." when callers select the option to record a
message, instead of holding, in the Busy on Hold feature.
BUSY ON HOLD
VoiceGate Voice Mail has the ability to detect from the automated attendant when a called parties' extension is engaged,
thereby notifying the caller that the extension is busy, and gives them the option to hold, leave a message or dial another
extension. The system can also queue multiple callers on hold simultaneously. Your customers will like this feature
because it personalizes your call processing system. Not only do they know that you are physically in the office and
engaged in another conversation, and not hiding behind your voice mail, they also are given a choice to "queue" up on
your extension and wait until you are free to take another call. Note: Extra voice mail ports are recommended for this
feature because it ties up a voice mail port each time a caller wishes to remain on hold; thus, limiting the number of
voice mail ports for other users and callers.
CALL QUEUING BY EXTENSION
When using the "Busy on Hold" feature, the system will queue callers, on a specific extension, waiting for a user to free
his/her line. See Busy On Hold.
CALL LOGGING
A Call Recording and/or Call Logging System is comprised of both hardware (with a line tapping device/s built into a PC or compact unit)
and software (with applications developed on various O/S platforms) that record, log and store calls made through phone systems
(manufacturers of PBX switches and routers such as Avaya, Nortel and Cisco) or trunk lines (such as POTS, T1, PRI, ISDN services) over
various telecommunication infrastructures (copper lines, cable lines and fibre optics).
CALL REDIRECT (EXTERNAL TRANSFER) - PRE/ POST
Other terms for this feature are "external call transfer", or "trunk to trunk patch". This feature allows users to tell
the system to forward all their calls to an external number. Users can take calls in real time when they are not at their
physical extension. The user simply tells the system what number at which they can be reached, the system then puts the
caller on hold, and conferences the two parties together. This feature is transparent to the caller. (Pre-Redirect).
Users who get the most out of this feature are ones who tend to work at home or out of the office. These people can still
field their calls while on the run, or just working at home, while at the same time providing callers with the ability to
reach them, in real time, without knowing that the person they called aren't physically at their desk. Calls into the system
are put on hold, they then hear, "transferring your call", the system then picks up an outside line and transparently
transfers the call to the off premises number. Users can choose calls to be sent directly to an off-site number (Prior to playing the personal
greeting (Pre-Redirect); or, they can re-direct (After the call has forwarded into their mailbox) by prompting callers to press "4" to have the
VoiceGate re-direct the call at that point in the sequence. (Post-Redirect).
CALL SCREENING
This feature allows users to have the caller announce, from the automated attendant, who they are so they can decide
whether or not to speak to that person or transfer him/her directly to their voice mail box.
CASCADING MESSAGE NOTIFICATION
Allows users to tell the system where and when to notify them that they have a message in their voice mail box. The
system will then search for the user at up to five different numbers including: pagers, cellular phones, answering
machines etc. Each user has the flexibility to define: his/her own personal notification numbers, time range to notify from, and the type of
message to notify by. For example: only call me if it is an urgent message between 5 and 9 P.M. This feature is widely used in service
applications where a customer records a message requesting a service response. The system then will hunt from one technician to
another until it finds one available. The technician then picks up the
message and responds to the customer.
CERTIFIED DELIVERY
Each user has the ability to request that they receive confirmation that the message they have forwarded, or sent, to
another user(s) has been received. If requested, the system will deposit a message into the originator's mailbox detailing
when the user they forwarded, or sent the message to, picked it up.
CLASS OF SERVICE
Fifty different Classes of Service (system administrator-definable) are supported to provide more system flexibility in
assigning mailbox features.
CLIENT COMPUTER
A client is a computer system that accesses a (remote) service on another computer by some kind of network.
http://en.wikipedia.org/wiki/Client_(computing)
COMPANY DIRECTORY
Can be customized to provide callers with a menu of different departments, divisions, user's last names and extensions.
See also Custom Directory.
CRM
Acronym for Customer Relationship Management. CRM is an industry term for software solutions that help enterprise businesses
manage customer relationships in an organized way. An example of a CRM would be a database containing detailed customer
information that management and salespeople can reference in order to match customer needs with products, inform customers of
service requirements, etc.
http://technology.findlaw.com/law-technology-dictionary/crm.html
CTI (Computer Telephony Integration)
Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-
ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the
integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.
http://en.wikipedia.org/wiki/Computer_telephony_integration
CUSTOM CALL ROUTING (10 x 49 Levels)
VoiceGate Voice Mail can be defined to process calls to suit your business' call processing requirements. With each
business being unique, VoiceGate Voice Mail has been designed to offer maximum flexibility when defining call routing
paths for your business. These paths can be set up to be time, day and tenant specific: just because you may share your
office, and phone system, with another company doesn't mean you have to have your calls processed the same way as the
people you share the system with. VoiceGate Voice Mail gives you complete flexibility in defining line answering criteria by putting the ability
to program the system in your hands by using a simple, easy to use, "soft coded" system administrator's interface. The choice is yours,
customize, or let the systems default settings process the calls. See also "Multiple Tenants".
CUSTOM DIRECTORY
Probably the most powerful feature VoiceGate Voice Mail has to offer. The system allows you to create customized name or departmental
directories specific to your call processing requirements. The directories make the system easy and informative to use from your
customer's standpoint, and the good news is, it is easier to set up and change. Using the custom directory in conjunction with the VIP4000
/ VoiceGate ICS's optional fax on demand upgrade, you also have the ability to set up an interactive fax on demand/ automated information
line. Callers can request and automatically receive verbal and fax information on frequently asked information; therefore, freeing up
valuable human resources from having to compile and disseminate this information.
DBMS
An acronym for Database Management System.
Software used to create and maintain a database. Provides a layer of transparency between the physical data and application programs.
www.adobe.com/products/vdp/glossary.html
DENTAL APPOINTMENT REMINDER
A sub-module of the Dental Assistant™ - an interactive text-to-speech, voice broadcasting and notification dialing module of the ICS™,
designed to integrate with dental practice software or just about any DBMS software.
DENTAL APPOINTMENT SCHEDULER
An automated dialing application used to phone patients at home and schedule appointments. A sub-module of the Dental Assistant™ -
an interactive text-to-speech, voice broadcasting and notification dialing module of the ICS™, designed to integrate with practice
management systems or just about any DBMS software.
DENTAL ON HOLD MESSAGING
A product called the Voice WAV is an hold messaging system (consisting of hardware, software and service) commonly used by dental
practices to play messages, announcements and advertisements to patients while they are on hold.
DENTAL PRACTICE SOFTWARE SYSTEMS
A database management system used by dental practices to manage patient records, appointments, payments, dental staff scheduling
and so forth. The Dental Assistant™ appointment reminder system integrates with most dental practice software systems, for a more
seamless dental voice broadcasting campaign launch for automated patient appointment scheduling.
DEPARTMENTAL GREETING
Allows for different departments to greet callers with their own message. This also allows the departments to have their own autonomy
over how calls are processed. For example: you may have a sales and a service department. Each department has a different operator
and hours of business. You have put off installing a voice processing system because you don't want to; or, can't operate the two divisions
under the same call processing environment. The ICS™ Voice Mail and IVR system addresses each department's unique call processing
requirements while increasing call processing efficiency and increasing caller satisfaction at the same time. See also "Multiple Tenanting"
and "Custom Directory".
DISPLAY PROMPTS
The system administrator can view the prompts being played using the system monitor in real time. This is a valuable
diagnostic tool because it aids the administrator in determining how efficiently callers and users are utilizing the system.
By viewing the prompts, the administrator may see an area in the program where callers are getting confused and/or
frustrated and opting to go to the operator for assistance. Once identified, the system administrator can easily go into the
system and remedy the problem, increasing caller satisfaction and further streamlining your company's call processing
function.
DISTRIBUTION LIST
Automatically forwards messages to a pre-programmed list of other mailbox users. For example: you are a sales manager. You frequently
send the same message to the same group of sales people. Using the distribution list you just record the message once, hit the
distribution list number, and the message you just recorded gets copied to each person's mail box defined in that list. Each user can have
up to 10 different distribution lists of 20 people.
ERP
Enterprise Resource Plan - software that integrates departments and functions across a company into one computer system. ERP runs
off a single database, enabling various departments to share information and communicate with each other. ERP systems comprise
function-specific modules designed to interact with the other modules, eg Accounts Receivable, Accounts Payable, Purchasing, etc.
www.theaccountspayablenetwork.com/html/modules.php...
EXPRESS MESSAGING
Allows users to send messages to other mailboxes without actually ringing their physical extension. This is useful when
the person you are sending a message to is known to be away from their desk and you just want to leave them a quick
message. This feature provides direct access to the receiving mailbox.
FAX ON DEMAND (OPTIONAL)
The VIP4000 / VoiceGate ICS has the ability to provide callers with hard copies of frequently requested information.
They simply call the system, enter the document number and their fax number, and the system automatically picks up a
line and sends out the requested fax information. See also "Custom Directory".
FLEXIBLE BUSINESS HOURS
The system administrator can define different company business hours for each day of the week. Calls coming into the
system outside defined business hours can, and will be, processed differently depending on how you have told the system
to process your calls: you can define this by time of day, day of week, and day of year (holidays).
FLEXIBLE LINE RINGING
The system administrator can instruct the system to answer each set of line groups dependant on time of day and day of
week.
FORWARD WITH OR WITHOUT COMMENTS
Allows users to forward or re-direct messages to other mailboxes with or without additional comments.
For example: you get a message you wish another user or group of users (distribution list) to hear. You have the option
to "tag" a comment of your own in front of the re-directed message like" guys, please get back to me on this". See also
"Certified Delivery".
FUTURE MESSAGE DELIVERY
Users have the ability to send messages into the future. They put a date on the message when they wish it delivered into
their own or another party's mailbox, and the system will deposit it on the date.
For example: you are notorious for forgetting your anniversary. In order to prevent this from happening again, you
simply send a message to yourself into the future, to be deposited in your mailbox at midnight the day before your
anniversary, reminding you not to forget the event.
GUEST MAILBOXES
The system administrator can assign guest or "phantom" mailboxes to outside users without having to designate physical
extensions for them on premise. Ideal for inter-communication between you and your prime customers; you and your
employees who only work in the field and don't have physical extensions (or desks); or, you and your preferred
suppliers. Not having to assign a physical extension and telephone set also saves on equipment costs.
HELP KEY
Is available at any time to both callers and users by dialing "0". Users are also prompted by the system at all levels of the
program giving them help when they need it; or, letting them "fast track" as they become more proficient. Expert or
beginners, VoiceGate Voice Mail allows users to move along at their own pace, politely prompting them to re-enter
when they make a mistake.
INDIVIDUAL MAILBOX REPORTS
The system administrator can request reports on individual mailbox's activity on a daily or monthly basis. These reports
are valuable to management to determine which users are using their voice mail in an efficient way, returning messages
quickly and in a timely manner rather than "hiding behind their voice mail box".
INTELLIGENT LINE TAPPING
A term used by VoiceGate Corporation (a manufacturer of call logging/recording equipment) to describe they're call logging/recording
technology, which involves an intelligent means of tapping directly into telecommunication sources (such as PBX equipment, Trunk Lines,
VoIP Networks, 2-Way Radio Systems, and others) for the purpose of logging or recording voice and data, while providing a suite of quality
assurance applications.
INTERACTIVE VOICE BROADCASTING
A feature of the ICS™ Interactive Voice Response - IVR system, which automatically places calls and allows call recipients to listen to a
message and interact with the system by pressing keys on their keypad. The system can detect which keys were pressed and is
programmed to play various messages according to the caller's entry. The actions that can be programmed may include; information
confirmation or navigation through a phone menu. For example, professional polling organizations use automated dialing systems to
automate phone surveys. Respondents are provided survey questions that are answered using DTMF-tone keypad responses [1]. More
qualitative results can be captured by allowing call recipients to leave their own voice message instead of just button presses. This
function can not only be used for "grassroots" lobbying, but can be used to allow loved ones to leave voice messages for each other when
separated after a disaster.
http://en.wikipedia.org/wiki/Voice_broadcasting
INTERACTIVE VOICE MESSAGING
(see Interactive Voice Broadcasting)
INTERACTIVE VOICE RESPONSE OR IVR
The ICS™ system comes standard with a "tree" of 10 choices by 49 levels, giving tremendous call answering flexibility as well as the ability
to use the system to run IVR applications. When utilized with the optional add-on "Scripted Prompting" feature (see definition), this
capability will allow system administrators to develop their own sophisticated call processing applications that can integrate with a
computer database. See also "Custom Directory".
INTERRUPTIBLE PROMPTS
VoiceGate Voice Mail is interrupt driven. Outside callers and users alike can "interrupt" the system while it is
prompting them to skip to the next set of instructions without waiting for the system to finish its message or prompt.
Using industry standard SCSA, MVIP & PEB compliant hardware, VoiceGate Voice Mail provides superior DTMF
recognition by utilizing advanced DTMF algorithms. For our customers, this translates to fast accurate recognition of
tones the system receives anywhere in the program, over any of the system prompts.
LOG IN PASSCODE IN COS
Some users do not want to use passcodes to access their mailbox. With this feature enabled, users calling from their
own internal extension will be immediately played their messages. This feature is helpful in Hotel/Motel applications.
MAILBOX INITIALIZATION PROMPTING
First time users may be intimidated by using voice mail and its many features. VoiceGate Voice Mail has been designed
with not only the first time user in mind, but also the expert user. The system prompts first time users in a patient,
courteous voice, to set up their mailboxes. It prompts first time users to record their spoken name and personal greeting
after the beep. It is polite and it ensures all users have recorded their greetings without a large investment in user
training to get them to do so.
MAILBOX RESET
This feature allows the system administrator to reset a mailbox without deleting and re-entering it. The mailbox is set
back to its default state. This feature is used in Hotel/Motel installations that do not have PMS integrations.
MESSAGE COPY TO ANOTHER MAILBOX
The system administrator can now get the VoiceGate system to automatically copy any message from one mailbox to
another after a pre-defined time period has lapsed. This is a great feature for companies offering technical support. The company offering
the support could tell the system to copy any message left in technician one's mailbox longer than 30 minutes without being listened to by
"technician one" to be copied into "technician two's" mailbox. If technician two doesn't pick up the message within 30 more minutes, it can
be copied to the supervisor's mailbox.
MESSAGE RETRIEVAL (FIFO/LIFO)
VoiceGate Voice Mail gives users the choice on how they have their messages inventoried. FIFO (first in first out) or,
LIFO (last in first out).
MESSAGE WAITING INDICATION
Most telephone sets have a message waiting lamp as a standard offering. VoiceGate Voice Mail lights this lamp, or field,
to notify the user that they have a message in their mailbox. For systems and sets that don't have message waiting lamps, VoiceGate
Voice Mail will ring the set at pre-determined time intervals and say to the user "This is the Voice Information Processor calling. We have a
message for..."
MODULAR ARCHITECTURE
VoiceGate Voice Mail's modular architecture allows for easy and cost effective growth. Starting at two or four ports,
VoiceGate Voice Mail can be quickly upgraded to 16 ports on a single platform, and 32 ports in a networked environment.
MULTILINGUAL PROMPTS AND SCREEN DISPLAYS (OPTIONAL)
VoiceGate Voice Mail can support any language the system administrator chooses to record the custom setup prompts
in. The system also has the ability to display and prompt users in English and Arabic. Other languages available
include: Spanish, French, and Mandarin.
MULTIPLE ACCESS
More than one caller can leave a message at the same time for any individual user.
MULTIPLE COMPANY GREETING
The system supports up to three different main greetings: day, night and weekend. Additionally, the VIP4000 /
VoiceGate ICS supports a standard four, and optional twelve, different "tenants" each with their own company greetings
and call routing. See also "Multiple Tenanting". On the other hand, the VoiceGate LITE / ICS LITE supports one
tenant only but may be upgraded to the VIP4000 / VoiceGate ICS for more tenants.
MULTIPLE EXTENSION ACCESS
Users can access their voice mail boxes from any touch tone extension; internally and externally.
MULTIPLE TENANTING
The VIP4000 / VoiceGate ICS has the ability to accommodate up to four, (optional twelve) different tenants, or
applications, per platform. Each tenant's lines can be answered and processed differently dependent on time of day and
day of week. See also "Custom Call Routing". NOTE: the VoiceGate LITE / ICS LITE supports one tenant only but may be upgraded to the
VIP4000 / VoiceGate ICSbfor more tenants.
NAME CONFIRMATION ON TRANSFER
Callers into the automated attendant will have the user's spoken name played to them prior to being transferred to that
particular physical extension. This can be enabled or disabled as a system wide parameter.
ON HOLD MESSAGING
A telecommunications application or feature that many businesses use to play custom prerecorded messages to callers while they are
holding or being transferred, for the purpose of providing information, making announcements or for marketing their products or services.
ON HOLD MESSAGING SYSTEM
A product that may consist of hardware, software and service (such as Voice WAV), that connects to the audio source of a phone switch,
used to play messages to callers while they are on hold or being transferred.
OPEN ARCHITECTURE
VoiceGate Voice Mail's PC based platform allows it to accept new technologies as they are developed. There is no need
to re-invent hardware and software: new products are developed on the industry standard PC, and easily ported to
VoiceGate Voice Mail. Companies developing products on a platform that is based on closed, or proprietary, architecture are constantly
having to re-invent off the shelf hardware to migrate to their product. For example: ask a proprietary based supplier to quote on a storage
upgrade. The cost will be exorbitant because they don't have the luxury of simply putting in a larger hard drive
to increase their system's memory. While you are asking pointed questions, ask them if they support fax on demand. If
they do, ask them what it costs. By purchasing a system designed on open architecture, VoiceGate customers are ensured access to
future technology, and migration to future industry standards. What this means is that your investment in a VoiceGate product is protected
from obsolescence because of the open architecture in which the product operates: the PC.
OPERATOR ACCESS
All VoiceGate Voice Mail systems support the ability to access the operator at any time during regular business hours.
After hours, when an operator is unavailable they may be given the choice to leave a message in the general delivery
mailbox.
PAGER NOTIFICATION WITH PHONE NUMBER DISPLAYED
Each user has the ability to set up to five pager or telephone numbers where he/she would like the system to notify them
when they have a message in their mailbox. The system will "hunt" their numbers until the message has been delivered.
See also "Cascading Message Notification". Users can also prompt callers to enter their phone number by pressing "6" in their personal
greeting and the system will out page the numeric string to the paging company. The number of digits that can be entered can be up to 24
digits long.
PASSCODE PROTECTED
The system is protected by passcodes from the keyboard (system administration) and from each extension. Both users
and system administrators have the ability to define their own passcodes.
PASSCODES (USER-DEFINABLE)
Each user has the ability to change or define their own passcodes up to six digits in length. They also have the ability to
change their passcode at any time without the assistance of the system administrator.
PAUSE A MESSAGE
While listening to a message the user can pause the message and then resume listening when desired. This is a nice
feature when you require time to find a pen and paper.
PERSONAL ASSISTANT
When a caller gets into the voice mailbox and dials "0", the system will transfer the caller to the user's designated
personal assistant rather than to the company operator. If you are a sales manager, you may prefer your calls to be taken by one of your
sales team when you are unavailable. The idea being that your sales people are better equipped to field your calls, and questions about
your schedule, than the company operator. This feature gives your callers better service by giving them the answers they want, when they
want them.
PERSONNEL DIRECTORY
As a standard default setting, any user on the system can be reached by having the caller enter the first few letters of their
last name. This is useful for callers who don't know the person's extension, but do know the person's last name.
PREDICTIVE ANSWERING
The system can be programmed to predictively answer and route callers differently depending on time of day, day of
week, day of year (holidays), and tenant. This feature is very useful for companies who run using non-standard business
hours but still wish to automate their call processing. See also Custom Directory and Multiple Tenants.
NOTE: VoiceGate LITE supports one tenant only.
PRIMARY PERSONAL GREETING
Each user can have up to three different greetings. The primary greeting is the greeting most often used. Other greeting
options include alternate and busy. See also "Alternate Personal Greeting" and "Busy Greeting".
PRIVATE MESSAGES
Callers have the option to designate the message type after they have finished recording a message. A message
designated as private can not be re-directed to another user.
PROGRAMMABLE PER PORT
The system administrator has the ability to define how each port is answered and calls processed by customizing the
VIP4000 / VoiceGate ICS's channel setup. This feature gives the flexibility to have the system predictively answer ports
by time of day & day of week.
REAL TIME DISPLAY OF LINE STATUS
From the main screen, the system administrator can monitor the status of each line, and its activity, on a real time basis.
This is an important tool for the system administrator to determine how the system is being used and to identify any
problems there may be in call processing.
RECORD A CONVERSATION
If enabled as a class of service for a user, he/she would have the ability to record any conversation up to 30 minutes.
This recording is transparent to the caller. Recorded conversations can be saved and archived for future reference. Ideal
for lawyers, purchasing personnel and corporate executives to keep track of important conversations.
RECORD ALL CONVERSATIONS
Also known as Call Logging, users can be defined within a class of service to have all their conversations recorded.
Calls to be recorded must pass through the Automated Attendant. This popular feature allows companies to monitor
their employee's and customer's conversations. Conversations are saved to the VoiceGate system's hard drive and can be
saved to a back up tape (optional) for archival purposes. To listen to these files, users can either use the VoiceGate or
optional software to convert the conversations to a Wave file to listen to in a multimedia environment.
REMOTE ADMINISTRATION
VoiceGate Voice Mail has the ability to allow the system administrator to control VoiceGate Voice Mail remotely from
any touch tone phone or PC. Remote administration from a PC is an optional extra but is useful for administrating
remote installations.
REPLY BY MESSAGE
Each user has the ability to reply from their mailbox to an internal message and send it back to its originator.
REPORT DAILY/MONTHLY
The system administrator can request statistical information that the system archives for determining call patterns and
user usage statistics on a daily or monthly basis.
RF
Radio Frequency: Part of electromagnetic waves that is suitable for transferring electronic signals.
(www.streamium.com/support/glossary.cfm)
SAVE MESSAGES
All messages may be saved. In the event a user accidentally discards a message they wanted to save; or, to listen to
again, they have the ability to get that message back to save or re-listen to it before they end their voice mail session.
SCRIPTED PROMPTING (OPTIONAL)
Also referred to as Questions and Answers. A powerful information gathering program available as an optional upgrade
to your VIP4000 / VoiceGate ICS. The system will prompt callers through a series of questions and will record their
responses after each question has been played. Recorded answers are chained and deposited into a transcription
mailbox for review at a later date. This program has proven to be very useful to companies wishing to offer their customers the ability to
place orders for products or services before or after regular business hours. For example: "Thank you for calling the after hours service
support line. Please speak your company name"...record."what location?"...record..."what is the problem?"..record... etc. NOTE: scripted
prompting is not supported on the VoiceGate LITE but may be upgraded to the VIP4000 / VoiceGate
ICS to be made available.
SKIP FORWARD/ BACKWARD
Users can fast forward or rewind their messages while listening to them. They also have the ability to pause a message.
SIMPLE SYSTEM PROGRAMMING
We have designed VoiceGate Voice Mail with the end user in mind. All system administration is done by "soft coding"
the system program. "Soft coding" is simple to use because you don't need be a "C' programmer to set up and administer
the system. Virtually all you have to know is how to type "(E)" enable, "(D)" disable, and enter numbers (1-99). The
rest is all done for you by VoiceGate Voice Mail's powerful application programming interface which pre-defines fields
and options for you to fill in with your soft coded choices. If we have made the programming, set-up, and administration of VoiceGate Voice
Mail sound easy, it's because it is. Remember, all things that are easy, aren't necessarily simple. Make no mistake, VoiceGate Voice Mail
is not simple, it is very feature rich and flexible: it's just the programming that is easy.
SMS (SHORT MESSAGE SERVICE)
A globally accepted wireless service for sending messages of up to 160 alphanumeric characters between mobile subscribers and
external systems such as email, paging, and voice mail systems.
(www.intel.com/network/csp/solutions/ngn/7643gls.htm)
STANDALONE APPLICATIONS
The VoiceGate Voice Mail can be used as a stand alone answering device to disseminate large amounts of information
using its flexible interactive voice response capabilities.
STANDARD GREETINGS
The system also has 8 standard greetings, which you can substitute for your first and second personal greetings. Once
selected, the system will chain your "spoken name" with the standard greeting selected. eg. (spoken name) "has left for
lunch".
STRIPPED DOWN MAILBOX
The VoiceGate product has become feature rich during its evolution. Many users, simply would like the ability to listen
to, delete, or save their messages. For those users not interested in using VoiceGate's higher voice mail functionality
like: distribution lists; forwarding messages to another user; taking their calls at home (call redirect); overhead paging,
pager notification etc., the stripped down mailbox is a perfect solution. This feature is set up as a class of service and is perfect for new
voice mail users to familiarize themselves with navigating their mailbox prior to enabling; or, allowing access to, "higher" voice mail
features. This avoids confusion for new users and costly tech support issues while they go through their initial learning curve.
SUBSCRIBER ACCESS
Users can access the system internally or remotely from any touch tone phone provided they enter the appropriate
passcode.
SUPERVISED / BLIND TRANSFER
The system can supervise transfers of calls. It holds the call and supervises the event that happens at the physical
extension. In the event of ring no answer, the system "grabs" the call back and puts it into voice mail. This mode of
transfer is effective for phone systems that do not support follow along/me ID. Blind transfer is the most efficient way to transfer callers, the
system simply hook flashes the phone system and drops out of the loop, freeing itself to process other calls. In the event of ring no
answer, the phone system forwards the call back to voice mail while sending the appropriate follow along ID to open that particular
extension's mailbox.
SYSTEM ADMINISTRATOR ACCESS BY TELEPHONE
The system administrator can access and perform functions such as add and delete users from any touch tone phone.
SYSTEM BACKUP UTILITY (OPTIONAL)
VoiceGate Voice Mail has the ability to back itself up at pre-determined times.
SYSTEM DISTRIBUTION LIST
The default Broadcast Message includes every user on the system. If you send a message to this list, the message will be
delivered globally throughout the system to any combination of users. See also "Broadcast Message'.
TIME AND DATE STAMP
All messages are time and date stamped for your convenience. Users wishing not to hear the time and date stamp at the
beginning of every message can ask the system administrator to simply turn it off. If this user wishes to hear the time
and date a particular message was sent, they can do so with a simple keystroke after listening to a message.
TIMED DELETE
The system administrator can define, per user, how long saved messages will reside on the system before being
automatically purged. This feature is useful when the memory capacity of the system is low. The system can be told to
automatically purge messages after a few days freeing up valuable memory space.
TIME OF DAY / COMPANY GREETING
The system can be programmed to answer differently for up to three shifts per day.
TRUNK TO PORT SUPERVISION
Some of the newer telephone systems have the ability to pass the VIP4000 / VoiceGate ICS the trunk line identification of an incoming call.
The VIP4000 / VoiceGate ICS takes this information and answers with any of its ports the appropriate company greeting. For instance: we
have two companies sharing a four port VIP4000 / VoiceGate ICS. Rather than telling the system to answer ports 1 & 2 with company A's
greeting and 3 & 4 with company B's, you can tell the system to answer all calls coming in on company A & B's trunks with any port on the
VIP4000 / VoiceGate ICS. Now, rather than each company having only 2 ports assigned to answer their calls, they each can share all 4
ports on the system. This feature makes the VIP4000 / VoiceGate ICS very cost effective and efficient to use in tenanted, or multi-
application environment. This is because the total number of ports required to process calls per system will be greatly reduced when
compared to other voice processing systems that don't give you this option. NOTE: trunk to port supervision is not supported on the
VoiceGate LITE / ICS LITE but may be upgraded to the VIP4000 / VoiceGate ICS to be made available.
TWO PASSCODE LEVELS (ADMINISTRATION)
The VoiceGate Voice Mail offers two classes of passcodes to access the system programming. Level one allows access
to all parts of the VoiceGate's program. Level two only allows access to add; delete and to change the class of service of
system users. The second passcode allows the MIS or telephone support person to allow an on-site administrator access
for daily administration; however, access to programming that could affect the system's ability to function correctly with
the telephone system is restricted.
UNIFIED MESSAGING
A communications solution that unifies a single message store and directory with a desktop client application, providing users with one
central point of access to all their voice, fax, and e-mail messages. Messages are delivered to a single inbox, housed in one central
message store, and feature single directory service. This means that users have global addressing capability, and can use a single
directory to address all their messages, regardless of media. ...
(www.voicemailnc.com/helpcenter/glossary.php)
UNIVERSAL PORTS
Using VoiceGate Voice Mail means that there is no need to dedicate ports to handle voice mail and automated attendant
functionality. VoiceGate's commitment to this feature ensured that when it introduced interactive fax on demand to its
platform that it also supported this multi-tasking port function. The benefit of this feature is that the VoiceGate system gets greater usage of
all its ports: the benefit to our customers is that they can install smaller, cost effective, systems to handle multiple functions on shared
ports.
URGENT MESSAGES
Callers can define messages as urgent in nature. Users will always be played an urgent message before any other
message with a normal designation.
URGENT/PRIVATE MESSAGE DESIGNATION
A message designated urgent/private will be inventoried ahead of all other messages in any mail box. Like the private
message, it can not be re-directed to another user.
VOICE BROADCASTING
Voice broadcasting is a mass communication technique, begun in the 1990s, that broadcasts telephone messages to hundreds or
thousands of call recipients at once. This technology has both commercial and community applications. Voice broadcast users can
contact targets (whether they be members, subscribers, constituents, employees, or customers) almost immediately. When used by
government authorities, it may be known as reverse 911 (since such notifications are intended only for use in emergencies). Voice
broadcast systems manage a database of phone lists as well as digitally-recorded phone messages. Using telephony components,
these computers can simultaneously broadcast thousands of phone messages. Personalized information can be included in the phone
messages through the integration of text-to-speech software. Advanced systems include telephony boards with answering-machine
detection, and the logic to properly play a unique message to answering machines without message truncation.
http://en.wikipedia.org/wiki/Voice_broadcasting
VOICE HEADER
Each message comes in an envelope that consists of a voice header. This header grows depending on how often a
message is re-directed and comments from users are added to it. The header in its simplest form starts with the time and
date stamp.
VOICE MAIL
Each user can be assigned a mailbox to automatically take detailed and confidential messages when they are unavailable
to take telephone calls. *Not all features described in this section are supported by all phone systems. Please contact a TasTec Inc.
Product Specialist for confirmation of system functionality.
* The above definitions were either; derived from the TasTec Inc. Glossary or Terms, the VoiceGate Corporation Glossary of Terms or
from other various sources referenced accordingly by web link.
| Glossary of Terms |
©1996 - 2007 VoiceGate products are a registered trademark of VoiceGate Corporation®
All trademarks and product names are the property of their respective owners
©2007 TasTec Inc. is a registered trademark of TasTec Incorporated®
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