About Voxtron

About Voxtron

Voxtron (1994) is an international group specialized in Contact Center software, based on a very strong IVR background. Voxtron is headquartered in Belgium, with offices in Germany, Netherlands, Turkey, Italy, Hong Kong, India, Indonesia, Thailand, Dubai…

Voxtron’s goal is to make the communication between companies and their customers both efficient and agreeable. The way incoming calls, faxes and emails are handled is crucial in creating a professional company image.

What is TeleButler?

TeleButler is a software product for building interactive voice (IVR) applications.

TeleButler is very flexible and allows many applications to be built:– Voicemail systems / voice-to-email– automated attendant (for sales, press 1)– 24/24 7/7 Support hotline (enter your

support contract number)– alarm generators– …

TeleButler runs on a standard computer (telephony boards are required depending on the type of telephony connection: analogue, digital, VoIP)

PBX independent

Integration out of the box with more than 150 different PBXs

Transfer calls, activate message waiting indicator, receive call information (CLIP, DID, redirecting number…)

Universal ways to connect:– Analogue lines– Digital lines (BRI, PRI): Q.SIG, Euro ISDN, …– VoiP (H.323, SIP): RTP, H.450, …

Scalability

Depending on the load of your application itself, TeleButler allows up to 64 telephony lines in1 computer!

Why TeleButler?

Your operator doesn’t speak 20 languages? Your operator can only handle one call at a time? Your operator cannot accept incoming calls, transfer calls,

take orders and write down messages at the same time? Your operator is not in the office in the weekend to

transfer support calls (of paying customers with a maintenance contract) to your standby support engineer?

In case of an emergency, your operator needs 1 hour to notify 5 people?

…

In that case you need

What can TeleButler do for you?

TeleButler allows you to create your own telephony applications:– Automated attendant (for sales, press 1)– Voicemail systems (with voice-to-email)– Automatic ordering systems– Support hotline with authentication– Alarm generators

– … your own creative idea…

How?

TeleButler is a graphical development environment to create computer telephony applications without programming.

You design the call flow just by drawing it.

Incoming and outgoing calls

Every incoming call starts with this state When linked with the PBX, different branches can be

created, depending on the dialed number, line number, type of call (direct, diverted, internal, external)

Called number and calling number are supported.

Every outgoing call starts with this state The list of numbers to dial can be stored in any ODBC-

compliant database You can specify when the call starts You can specify which lines are used for dial out.

INTELLIGENT START STATE

DIAL OUT WORKSHEET

Call termination sheet

It is not always possible to make sure that a call is terminated when you want it

User hangs up whenever he/she wants to The Call Termination Sheet gives you the

possibility to:– Clean up after every call:

• If user hangs up his/her phone• If call is terminated by Axxium using the icon

– Put your cleanup actions in one central place

CALL TERMINATION SHEET

Easy to use icons

Play messages, variables, concatenated speech

Ask DTMF-input, build menus

Record message over the phone

Perform different actions on time of day, date, holidays, …

Ask user which language to speak, set call flow language

Transfer calls

Interface to any ODBC-compliant database (add, update, …)

Manage voicemail boxes: record messages, listen to messages

Perform calculations on variables

End the current call

Play & Language

Set the language for the rest of the dialog Present caller with menu to select language More than 20 languages are supported out of the box! On request a language can be added

Messages are played in language chosen by the caller Possibility of composing messages, using speech files & variables (date,

time, …) Conditional play: play a message depending on a condition e.g. “This is

your last message” only if variable “Last_message” = true Speech files can be recorded :

– over the telephone– using a normal sound card in the PC– in a professional studio

PLAY

LANGUAGE

Menu/input & Timed action

Input by using telephony keypad (DTMF) Input: store entered value in a variable Validation based on type/variable (time, date, number, extension,

mailbox) Conditional menu: a certain menu option is only available depending on

a condition e.g. “For the next message, press 1” only when “Last_message”=false

Max. input time, inter-digit time configurable Menu: different outgoing branches for each menu option

MENU / INPUT

TIMED ACTION Different actions (branches) for different conditions :

– Time of day (morning/afternoon/evening, …)– Holidays (country specific/own specified holidays)– Day of week– Specific date/time

Transfer & Calculation

Transfer to an internal extension and/or external number Supervised or blind transfer Possibility to call a pager Initiate a new outgoing call (see also Dial Out worksheet)

TRANSER

CALCULATION Calculations on variable :

– Add– Subtract– Multiply– Divide– Append (concatenate strings)

Record & On-hook

Record a message Overwrite an existing message Possibility to record (new) messages when the

system is running; e.g. new advertising messages

Stops the call Triggers the “Call Termination Worksheet”:

– Allows you to clean up things at the end of each call– Cleanup in one central place– Also triggered when the users hangs up

RECORD

ON-HOOK

ODBC (database) & Voicemail 1/2

Connect with any ODBC-compliant database Retrieve / Update / Add information in your database Free typing of any SQL query Supports stored procedures Allows you to process orders, give prices, update customer

information over the phone 24/7, without programming!

ODBC

1 icon with complete powerful Voice Mail functionality The caller can leave a message The mailbox owner can:

– Listen to his/her messages– Change his/her password (password required for logon)– Record his/her personal greeting message– Delete messages

VOICEMAIL

Voicemail 2/2

Mailbox owner can be notified of new messages:– Message Waiting

Indicator on his/her phone (requires a supported PBX)

– Dial out (mailbox owner receives a call from Axxium)

– Via an email (see also voice-to-email)

Voice-to-email– Mailbox owner receives messages as WAV-attachments in mailbox– Mailbox owner receives notification of new message (no attachment)

Drawing tools

All the icons are connected just by drawing lines

A flow can consist out of several pages, connected using link boxes

IF / THEN functionality is available for creating different branches

Zoom in / out

Drawing aids

Easily find the state you are looking for

A project can be locked with a password

By moving the cursor over a state a summary of the state is displayed as a tooltip

Incomplete states are displayed in red

Runtime screens

Once your application is ready and running it can be monitored with the runtime screens

Different possibilities to look at the running application– Line activity– State of a call

Possibility to stop/start lines

Trace window for fast debugging

Configuration Center

Used during installation to locally configure TeleButler:– Which PBX is TeleButler

connected to?– Number of digits in

extension?– …

Also serves as a central place to gather system information and startup 3rd party programs

Configuration settings can easily be exported and imported (also send via email)

Administration Center

Web based

After installation, used by the administrator, to administrate the system (e.g. manage mailboxes)

Requirements

Dedicated computer running:– Windows 2000– Windows XP Professional– Windows Server 2003

PCI slots for telephony board(s)

Telephony board

PBX / VoIP Gatekeeper– Call information (CLIP, DID, diverted

number)– Transfer– Message Waiting Indicator

http://www.voxtron.com/telebutler

Database access

Incoming & outgoing calls

Built-in voicemail with voice-to-email

Administration Center

Configuration Center

GUI for drawing your call flow

http://www.voxtron.com/telebutler

About Voxtron

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