Transcript
Put some color in your next call!
IP620-BG
IP620-BG Executive Color Screen Phone IPitomy’s feature rich IP-PBX becomes more bold on the IP620-BG Gigabit phone. Users will enjoy 32 programmable buttons that can be customized for individual preference. Your business will enjoy increased productivity with advanced features such call logs, park orbits, direct and attended call transfers, voice mail indication, 3 way conferencing and much more. Each phone has Bluetooth and electronic headset capability with IPitomy’s EHS dongle, which plugs into the back of the IP620-BG. The color screen display is easy on the eyes and offers easy access to call logs and phone setting options. Add some color to your next phone conversation!
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480 X 272 HD Color LCD
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32 Scrolling Programmable Buttons
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EHS and Bluetooth Capable
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Gigabit Ethernet Pass-through Switch
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8 SIP Accounts
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IPitomy Dialer Integration
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Enterprise Phone Book
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Personal Phone Book
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Adjustable Stand
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Integrated Wall Mount
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Upload Screen Pictures
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High Definition Voice
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2 Headset Ports
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6 Expansion Modules up to 192 keys
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Power Over Ethernet
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3 Way Conference
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Personal Hold
Gigabit Ethernet - Ease of Use - Color Display - Bluetooth Option - Electronic Hookswitch Option
Smarter Business Communications
Features ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
Vivid 4.3 inch color HD display High-fidelity sound quality: HD encoding 8 SIP accounts 32 programmable keys Up to 6 - 32 Button Expansion Modules 2 100 BASE-T Ethernet interfaces, Supports POE Adjustable Stand Integrated Wall Mount
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8 SIP accounts (with dual color LED) 8 programmable keys 3 Party Conference Voicemail Indicator Busy Lamp Support Call waiting tone Multi-Language display Supports IPitomy Auto Provisioning TFTP/HTTP Automatic firmware updates Support TLS/HTTPS encryption protocol Power Over Ethernet (POE) RJ-9 headset interface Dual Gigabit network interface Support 6 Expansion Units up to 192 Programmable keys for attendant console
Phone Features ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
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Message lamp Volume control Custom ring tone Phonebook Call history records: Dialed calls, Received calls, Missed calls Friendly user interface One key Clear menu One key to view status Hardware diagnostics Multi-Language
Advanced Features
Detail ∑
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Support 8 SIP accounts Hotline Hold Call waiting Call transfer (blind, attended) Caller ID Redial Mute DND/Pause Auto answer 3 Party Conference Speed-dial Voicemail Message Indicator
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Enterprise phonebook LDAP phonebook Fuzzy search IPitomy Provisioning Intercom, paging BLF
Audio Features ∑ ∑ ∑ ∑ ∑
Wideband encoding: G.722 Narrow band encoding: G. 711.μ/A, G723.1, G.729AB Support VAD, CNG, AEC, PLC, AJB, AGC, Full duplex speaker, with automatic echo elimination (AEC)
Network Features ∑ ∑ ∑ ∑ ∑ ∑ ∑
(2) 10/100/1000 Ethernet Interface Support SIP v1(RFC2543), v2(RFC3261) Support DNSSRV（iRFC3263）j Support STUN 3 DTMF modes: In-band, RFC2833, SIP INFO Network :static, DHCP, PPPOE Login, logout in the web page
package and system log export
Security ∑ ∑ ∑ ∑ ∑ ∑
Support VPN, VLAN QOS(802.1pq) LLDP Support TLS(Transport Layer Security) Support HTTPS(client) Support information authentication mechanism MD5 Support AES encryption protocol Support phone lock
Physical Properties ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
4.3 inch, 480 * 272 pixel color HD display Easy to use One RJ-9(4P4C) handset interface Two Gigabit Ethernet interfaces One RJ-45 Expansion interface Power Over Ethernet Optional power adapter: AC 100-240V input, DC 12V/1A output Net weight: 1.2KG Bare machine size: 11.3”X8.43”X3.54” Operating environment humidity: 10- 90% Working environment: 0o C ~ 60o C
208 208 208 208 208
Configuration Manager ∑ ∑ ∑
TFTP/HTTP automatic configuration 3 configuration models: web page, phone and IPitomy PBX auto provision Load default setting, capture
Park 701 702 703
1 Menu
Log
2
3
4
DND
Dir
View 8 more programmable buttons by clicking the right arrow up to 32 buttons IPitomy Communications, LLC | 1940 Northgate Blvd. Suite B-1 | Sarasota, FL 34234
A Phone Designed for Business! IPitomy’s line of High Definition Audio phones are designed to meet the needs of a wide variety of business applications. Regardless of which model appeals to you, you can be assured that you will enjoy High Definition Audio performance. High Definition enhances the frequency range improving conversations and assuring that every word is as clear as if you were communicating in the same room.
Fits Your Desk and Your Style! Designed for maximum functionality no matter where you place it on your desk. The LCD screen can be seen clearly in any lighting conditions by adjusting the stand to meet the specific conditions of your environment. The IP290, IP320-V3 and IP690-V3-BG have built in wall mounting for convenience and value. All phones are integrated with IPitomy’s on screen Contact Dialer.
Easy Functionality! Each IPitomy model shares the same basic design philosophy. All of the commonly used functions are grouped together in logically laid out fixed keys to make learning and using your phone intuitive. The Big Red Speaker button is a common element in the IP290, IP320 and IP620 which lights up when you are using the speaker phone. The advanced headset mode optimizes headset performance integrating it with the phone. The IP320-V3 and IP620-V3-BG models offer integration with Bluetooth and Wireless headsets. Advanced Features and Mobility Options! All of the features you need in a business telephone are included plus enhanced integration with your IPitomy phone system. Moving an extension is simple, just unplug it and move it to another location. Auto provisioning makes adding new phones easy. Remote worker’s Phones can be configured to go anywhere. With todays mobile workforce, working from home can be part of any business with an IP Phone extension. No VPN required! IPitomy also integrates with your cell phone so you can get your calls on the go and you can even transfer calls back into the office from your cell phone.
IP290
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128 x64 Graphic LCD 2 SIP Accounts XML Phone Book Adjustable Stand Integrated Wall Mount
IP320 V3 • • • • •
132X 64 Graphic LCD 2 SIP Accounts XML Phone Book Adjustable Stand Integrated Wall Mount
IP620BG V3 (Gigabit ) • • • • •
480 X 272 HD Color LCD 8 SIP Accounts XML Phone Book Adjustable Stand Integrated Wall Mount
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Designed for Public areas High Definition Voice Headset Port Power Over Ethernet
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12 programmable keys High Definition Voice Headset Port Power over Ethernet Bluetooth/EHS Capable
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32 programmable keys High Definition Voice Headset Port Power over Ethernet Bluetooth/EHS Capable
Bluetooth/EHS Dongle • Compatible with all V3 IPitomy Phones • Bluetooth Headset Integration • Electronic Hookswitch for Wireless Headset Integration
• Easy Plug and Talk Installation • Rear Mount Zero Footprint Functionality
Executive Class Softphone • 8 SIP Accounts • Jabra Wireless Headset Integration • Embedded Softkeys • Integrated BLF User List
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Integrated Chat Blind/Attended Transfer Outlook Contact Import Call History List with Redial Flexible Desktop Footprint
IPitomy Communications, LLC | http://ipitomy.com | 800IPitomy
Q Manager Makes Teams More Efficient Making Connections Matters
Lowering Costs Is a Big Deal
Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered fast and answered by the person with the most appropriate skills and experience. IPitomy’s award winning IP PBX solution has the power and intelligence to handle incoming call volume on your busiest days.
Sometimes adding efficiency to your business requires simplification. With IPitomy, that’s all part of the plan. IPitomy is a fully integrated IP Communications platform. This includes everything you need for a business phone system as well as an amazing suite of applications that round out your communications realm:
IPitomy Q-Manager can keep your team working at optimal effectiveness with ease. Flexible features make IPitomy the best choice for environments that require a high degree of team integration. IPitomy is a Pure IP Solution. This makes it the ideal choice when including users and agents that are off site and need to work remotely. With IPitomy, team members can work from anywhere and still be part of the Q Manager Group. Q Manager provides visibility for all team members. Your team can see who is on the phone at any given time. Text messaging is available to add another channel of communications when someone is engaged in a phone conversation. Screen pops from any web based application such as Salesforce.com, or any browser based CRM program can be launched using the Caller ID Name and/or Number.
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Unified Messaging Enterprise Class IP PBX Automated Attendant 32 Party Conference Bridge Conference Console Multi Media Trunking - SIP - T1 PRI - Analog IPitomy ACD Option - Complete ACD Solution Q-Manager Application for Desktop Control Support for Remote Users/Agents Flexible Inbound Routing Advanced Music on Hold Control Flexible Outbound Routing Call Queuing Multiple Call Distribution Strategies Web Based Administration On Demand Call Recording Call Accounting integration CRM Integration with Many Popular Programs Screen Pops Text Messaging
IPitomy Communications, LLC | 1940 Northgate Blvd. B1 | (800)IPitomy | IPitomy.com
Q-Manager A Power Tool For Your Company IPitomy’s powerful Q-Manager Solution provides incredible capabilities to get your team operating at maximum efficiency. Users and Supervisors get the big picture when using QManager. Q-Manager provides insight into all queued calls and User status. All User and Agent Status is encapsulated in a small panel that provides information about the user/agent at a glance. This avoids cumbersome additional screens for displaying information. Displaying all user/agent status in a single panel leaves more room on the screen to get the big picture without complicating training. Q-Manager can display many more calls in a smaller space than most competitors products while displaying much more information. The screen below shows 39 Agents at a glance. Panels can be resized to suit users preference.
Phone Status Color Coded Agent Login Status
Text 2211 Messaging
Bob Smith Agent: Bob Smith
Extension Number Name
ONLINE
Presence Status Agent pause Status (Red when Paused) Voice Message Counter
IPitomy Q-Manager Desktop Management Screen
Bring Power to Each Call With Call Control Buttons Each call displayed contains Caller ID Information, call duration, Call Tracking Codes and Call Control Buttons Just click on the button to execute the action. Since the buttons are displayed on each call, training is simplified and mistakes are all but eliminated.
Listen
Whisper Barge
Record
L W B Text Messaging Adds Another Dimension Supervisors can text with users offering advice and coaching while listening to the call. Private corporate text messaging extends to all users; even mobile phones. Whisper to agents as well as record the call for training later.
IPitomy Conference Bridge Management Screen
IPitomy’s Conference Console provides visibility and control over large conference calls. The conference bridge can support up to 32 simultaneous participants. • • • •
Mute/UnMute callers Lock Conference for Privacy Remove participants Caller ID Name and Number Displayed
IPitomy Communications, LLC | 1940 Northgate Blvd. B1 | (800)IPitomy | IPitomy.com
See All Calls In Queue When calls are in Queue, an amazing amount of data is displayed on each Queued Call Panel. Time in Queue, Caller ID name and number, dialed number code and queue code are all displayed. Each Call Panel also has a Barge Button to easily pick up the call out of the queue.
2 min 19 sec
1 min 29 sec
1 min 29 sec
NC:Tim Lee 9413056721
NC:Jan Blue 2124721901
NC:Jimmy Manns 6139892314
Q: Sales
Q: Sales
Q: Sales
0 min 29 sec
1 min 29 sec
1 min 29 sec
NC:Bob Lake 8183358710
NC:Ron Callen 2067213212
NC:Jane Doe 7147893618
Q: Sales
Q: Sales
Q: Sales
Sound The Alarm With Queue Alerts Q-Manager displays all the calls in Queue and can be configured to set thresholds that will trigger an alarm condition. The Queue Call Panel will turn red indicating an alarm condition. An optional audible tone will be played over the PC speakers until the condition is cleared. Alarms are configured in the IP PBX administration interface.
Drag and Drop Queue Calls Agents can rescue calls in the queue by clicking the Barge button. Managers can drag calls from the Queue to any User. This allows managers to identify VIP calls and escalate their service level if required.
One Click to Park calls Agents can click on the park button to instantly park a call. Once the call is parked, the call is displayed in the left menu with the Caller ID. Parked calls can be retrieved by clicking the park pickup icon on the parked call panel. Calls can also be retrieved from any IPitomy phone by selecting the Park Pickup key on the telephone.
Who is on a Call With Whom By selecting the User/Agent Panel. the call will be displayed in the Call Display Screen. When selected, the Caller Panel displays the call information and the call control buttons. The call control buttons allow the manager to listen, Whisper, Pickup the call and Record the call; all with one click.
Real Time Statistics Get real time statistics on your teams performance. The results are updated throughout the day on the Q-Manager screen so supervisors can keep up on the critical information to keep your operation profitable. Selecting a Queue from the list of Queues displays individual agent statistics in the Queue as well as a scorecard for the entire queue. Queue statistics can also be displayed in a web based display on agent desktops or a wall mounted monitor.
IPitomy Communications, LLC | 1940 Northgate Blvd. B1 | (800)IPitomy | IPitomy.com
Q-Alerts and parked calls are displayed in the left menu area
Alarm indicators are red
Calls can be parked by clicking the icon in the call panel Parked calls can be retrieve with one click with the pickup icon
Empowering Managers Managers can see all the activity of each User or Agent. Agent groups can be viewed as a Queue group or as part of the entire organization. Coaching tools are available to manage team members and get the most out of each and every employee. By enhancing each agents performance, profitability is maximized and customer satisfaction is increased. Happy customers are the goal of every company. It’s frustrating to spend marketing dollars on a campaign only to have calls be abandoned when your team is busy. Q-Manager keeps a running list of abandoned calls. Abandoned calls can be called back as soon as possible.
Pickup 1
Log In
Pickup 2
Log Out
Pickup 3
Mary Tom
Empowering Users Every IPitomy user has the ability to be in a queue whether they are in the office or working remotely. Agents can log in using a telephone or by using the QManager screen. With all of the information and power tools at their disposal, Users can be more efficient and perform at optimal level all the time.
Empowering The Team Every team requires collaboration. Teams can take advantage of IPitomy’s Conferencing features to enhance internal and external communications with local and remote agents. IPitomy Q-Manager has a built in Visual Conference Manager that displays all of the participants in the conference. When a participant is speaking, the speakers panel turns red indicating who is talking.
Empowering Business Every business can benefit from IPitomy Q Manager. Having Queue Manager opened on a desktop instantly creates a team environment. Users who are in the office feel connected to all the other users; local or remote. Remote users feel like they are part of the team and connected to the group. Supervisors have a better way of managing off site employees and can monitor remote users performance. Add IPitomy Q-Manager to your business today. Start reaping the rewards of a highly efficient organization.
For
a no obligation demonstration contact your IPitomy Dealer:
IPitomy Communications, LLC | 1940 Northgate Blvd. B1 | (800)IPitomy | IPitomy.com
Park
All Inclusive Complete Business Communications Solution The IPitomy IP5000 is a powerful business communications platform. A pure IP PBX designed to expand the capabilities of any business, IPitomy extends the power of IP Telephony to businesses with up to 500 users. The IP5000 converges the present with the future in business telecommunications and will grow with your business assuring a smooth transition into the future. With features designed for today’s complex business environment and flexible capabilities for all of your future needs, IPitomy is the smart choice for business telecommunications. With the IP5000 managers and business owners have instant insight into employee status any time, any where… who’s on the phone … who’s away from their desks … when calls are going unanswered. With valuable information like that, your business can respond immediately to changes in customer and market demands, giving you that all important edge over your competitors. Communicate quickly, simply across your entire company whether employees are in the office, on the road, or telecommuting from home. Your communications world just got a lot smaller. IPitomy’s IP5000 leverages IP telephony and SIP technology to make state-of-the-art tools like softphones, remote phones, and branch office networking practical and affordable solutions for entrepreneurial business owners who want the best. Wherever your employees are located, with the IP5000 they can now communicate with each other just as if they were in the same physical location. Telecommunications has been undergoing unprecedented innovation, driven by the fast paced evolution of technology. The information technology revolution brought about by the Internet has spurred world-wide growth of connectivity and infrastructure. Legacy telecommunications services are being replaced by SIP (Session Initiation Protocol) which is rapidly becoming the norm in business communications. The big advantage of SIP is that it makes voice and other media travel on the same data pipeline like the rest of the Internet. IPitomy can become your own cloud communications platform that can increase efficiency and reduce expenses dramatically.
IPitomy Communications | 1940 Northgate Blvd. B1 | Sarasota, FL | 800.IPitomy | Http://ipitomy.com
Technical Specifications Chassis 4U Rackmount Chassis Standard 19” EIA SPCCt:1.2 Steel Construction 12cm Cooling Fan Air Filter Accessible from front Panel PowerOn/Off behind Lockable Door 2 Front Accessible Dive Bays Dimensions 19”X 19” X 7” Color: Black Clear Lexan Window for Viewing Status Lights
Electrical Dual 400 Watt Power Supplies Fully Redundant Hot Swappable Exothermal Enclosure PS/2 Form Factor Audible Resettable Alarm AC Input Voltage - 90 - 132V or 180 - 264V Auto Select 50 to 60Hz DC Output 400W + 400W Max Output 400W Noise test - Noise Bandwidth is from DC 20 MHz Efficiency: Minimum 65% at full load (Normal Line) Hold-Up Time 16ms at Maximum Load & Normal Input Voltage Over Voltage protection - Short Circuit Protection Over Power Protection MTBF 100,000 Hours at Full Load and 25 Degree C Fife expectancy of Fan - 40,000 at 40 Degrees C Approvals FCC part 15 subpart J Class B at 115VAC operation & CISPR 22 Class B at 230 VAC operation UL 1950 QQGQ2 UL 1950 QQGQ8 TUV Rheinland (EN60950, IEC950mod) CB Certification ROHS
Redundant Hard Disk Drives RAID 1 - Disk Mirroring Hot Swappable Hard Drives Lockable Drive Bays Front Access Drive Bays 320 Gig Storage Capacity Mirrored Over 1000 Hrs Voice Storage
Operating Environment Operation Temperature - 0 Degree C to 50 Degree C Storage Temperature - -20 Degree C to 70 Degree C Humidity - 5 to 90% non-condensing
IPitomy Communications : 1940 Northgate Blvd. B1 : Sarasota, FL 34236 : 941.306.2200 :
IPitomy.com
Your customers appreciate efficiency. Features like Follow-Me forwarding, corporate text messaging, simple point-and-click transfer and presence management, assure that your customers and prospects will experience the ultimate in customer service and return again and again to do business with you. Investment protection is the name of the game. Industry-tested and proven in hundreds of thousands of installations around the world, the open standards architecture on which IPitomy IP5000 is built will ensure that the IP PBX in which you invest today will remain a viable and valuable business asset now and in the future, but also that you will always be able to take advantage of the latest and greatest in technological advancements and feature enhancements. IPitomy uses the SIP protocol. This provides easy access to a world of exciting products and services like SIP Trunks that save money and increase productivity now and in the future. With IPitomy IP5000, you are in control. You choose the pace at which you introduce new features and functionality into your business. The IP5000 has all the functionality built-in and ready for you when you want it. Use traditional dial tone or move to SIP Trunks. Want your voice mails to be delivered by email? No problem, it’s included. Advanced features like follow-me, Music on Hold, Conferencing are all included. Soft Phones can be used for a great alternative for traveling employees. IPitomy includes tools to allow your employees to control their phone features, forwarding and Voice Mail from an easy to use web page. Beyond Traditional Expectations in a Business Phone System The IP5000 has all the features you would expect from a business phone system, but that’s just where the excitement starts. IPitomy has enhanced the entire application with IPitomy Q-Manager. IPitomy QManager provides state of the art presence management, status of all users, text messaging plus presence and text on your mobile phone. Calls can be transferred, parked, recorded and monitored with the click of a mouse. Mobility Calls can be transfered from IPitomy back through the system from your mobile phone. Smart phones like IPhone and Android can even be an extension on the system by loading a SIP based soft phone. IPitomy Text Messaging XMPP Server Every IPitomy IP PBX includes an XMPP server integrated into the system. Employees can collaborate using voice and text messaging adding another dimension to your communications environment. IPitomy Text Messaging is compatible with a wide range of XMPP compliant clients so your communications environment can extend beyond the office to mobile devices such as smart phones and iPAD’s. Receptionist Console With IPitomy DCM, operators and attendants can find and reach any and all employees and effectively and efficiently manage incoming calls … whether your company has a single location or multiple branch offices. Knowing the status of all users at a glance improves performance. Transferring calls by clicking on the user icon is much faster than the old traditional DSS console VIP/Visually Integrated Presence Panel Keep DCM visible all the time from a VIP Panel. The VIP panel is small and displays the DCM information on a small full color 9” screen that takes up a mere six inches of desk space. Your work won’t get interrupted just to see who is available to take a call. IPitomy IP5000 - Make the Most Out of Open Standards Don’t get stuck in the past with equipment that is already obsolete. IPitomy is state of the art and will keep your investment working for you now and into the future.
Go to IPitomy.com for more details and a complete list of features.
IP1200
The IPitomy IP1200 is a powerful business communications platform. A pure IP PBX designed to expand the capabilities of any business, IPitomy extends the power of IP Telephony to businesses with up to 100 users. The IP1200 converges the present with the future in business telecommunications and will grow with your business assuring a smooth transition into the future. With features designed for today’s complex business environment and flexible capabilities for all of your future needs, IPitomy is the smart choice for business telecommunications. With the IP1200 managers and business owners have instant insight into employee status any time, any where… who’s on the phone … who’s away from their desks … when calls are going unanswered. With valuable information like that, your business can respond immediately to changes in customer and market demands, giving you that all important edge over your competitors. Communicate quickly, simply across your entire company whether employees are in the office, on the road, or telecommuting from home. Your communications world just got a lot smaller. IPitomy’s IP1200 leverages IP telephony and SIP technology to make state-of-the-art tools like softphones, remote phones, and branch office networking practical and affordable solutions for entrepreneurial business owners who want the best. Wherever your employees are located, with the IP1200 they can now communicate with each other just as if they were in the same physical location.
ACD Optional
Optional RAID
Telecommunications has been undergoing unprecedented innovation, driven by the fast paced evolution of technology. The information technology revolution brought about by the Internet has spurred world-wide growth of connectivity and infrastructure. Legacy telecommunications services are being replaced by SIP (Session Initiation Protocol) which is rapidly becoming the norm in business communications. The big advantage of SIP is that it makes voice and other media travel on the same data pipeline like the rest of the Internet. IPitomy can become your own cloud communications platform that can increase efficiency and reduce expenses dramatically.
IPitomy Communications | 1940 Northgate Blvd. B1 | Sarasota, FL | 800.IPitomy | http://ipitomy.com
Your customers appreciate efficiency. Features like Follow-Me forwarding, corporate text messaging, simple point-and-click transfer and presence management, assure that your customers and prospects will experience the ultimate in customer service and return again and again to do business with you. Investment protection is the name of the game. Industry-tested and proven in hundreds of thousands of installations around the world, the open standards architecture on which IPitomy IP1200 is built will ensure that the IP PBX in which you invest today will remain a viable and valuable business asset now and in the future, but also that you will always be able to take advantage of the latest and greatest in technological advancements and feature enhancements. IPitomy uses the SIP protocol. This provides easy access to a world of exciting products and services like SIP Trunks that save money and increase productivity now and in the future. With IPitomy IP1200, you are in control. You choose the pace at which you introduce new features and functionality into your business. The IP1200 has all the functionality built-in and ready for you when you want it. Use traditional dial tone or move to SIP Trunks. Want your voice mails to be delivered by email? No problem, it’s included. Advanced features like follow-me, Music on Hold, Conferencing are all included. Soft Phones can be used for a great alternative for traveling employees. IPitomy includes tools to allow your employees to control their phone features, forwarding and Voice Mail from an easy to use web page. Beyond Traditional Expectations in a Business Phone System The IP1200 has all the features you would expect from a business phone system, but that’s just where the excitement starts. IPitomy has enhanced the entire application with IPitomy Q-Manager. IPitomy QManager provides state of the art presence management, status of all users, text messaging plus presence and text on your mobile phone. Calls can be transferred, parked, recorded and monitored with the click of a mouse. Mobility Calls can be transfered from IPitomy back through the system from your mobile phone. Smart phones like IPhone and Android can even be an extension on the system by loading a SIP based soft phone. IPitomy Text Messaging XMPP Server Every IPitomy IP PBX includes an XMPP server integrated into the system. Employees can collaborate using voice and text messaging adding another dimension to your communications environment. IPitomy Text Messaging is compatible with a wide range of XMPP compliant clients so your communications environment can extend beyond the office to mobile devices such as smart phones and iPAD’s. Receptionist Console With IPitomy DCM, operators and attendants can find and reach any and all employees and effectively and efficiently manage incoming calls … whether your company has a single location or multiple branch offices. Knowing the status of all users at a glance improves performance. Transferring calls by clicking on the user icon is much faster than the old traditional DSS console VIP/Visually Integrated Presence Panel Keep DCM visible all the time from a VIP Panel. The VIP panel is small and displays the DCM information on a small full color 9” screen that takes up a mere six inches of desk space. Your work won’t get interrupted just to see who is available to take a call. IPitomy IP1200 - Make the Most Out of Open Standards Don’t get stuck in the past with equipment that is already obsolete. IPitomy is state of the art and will keep your investment working for you now and into the future.
Go to IPitomy.com for more details and a complete list of features.
IP1200 - Pure IP PBX
IPitomy Communications | 1940 Northgate Blvd. B1 | Sarasota, FL | 800.IPitomy | http://ipitomy.com
IPitomy IP PBX System Selection Guide Feature 1000+ hours of voice storage 16 and 24 Port Analog Card 24 Port Analog FXS Gateways 32 Participant Conference Bridge ACD Additional Conference Rooms Analog Card 4, 8 CO Lines Automated Attendant Branch Office Connectivity Call Queuing Central IP Phone Programming Extension Capacity Extensions Licenses for Alternative Phones Extensions Licenses for IPitomy Phones Front Accessible Drive Bays Hot Swappable Drives Hot Swappable Redundant Power Supply Internal Expansion Slots IPitomy Desktop Call Manager Load Name Database with File Mobility Applications Q Manager Music On Hold Network Utilities Pure SIP Extensions Rack Mount Redundant System Options Remote Configuration Remote Phones Scheduled Announcements (School Bell) Scheduled Backup to FTP Smart Personal Console Portal RAID Support for Auto Provisioning T1 card Quad T1 PRI Card single or Dual Unlimited SIP trunking Voice mail - Voice Mail to Email
IP1100
IP1200
IP2000
IP2000-E
IP5000
Yes No Yes Yes Optional Yes Optional Yes Yes Yes Yes 50* Yes Yes No No No Upgrade Yes Yes Yes Yes Yes Yes Yes 1U Yes Yes Yes Yes Yes Yes Optional Yes No Upgrade Yes Yes
Yes No Yes Yes Optional Yes Yes Yes Yes Yes Yes 100 Yes Yes No No No 1 Yes Yes Yes Yes Yes Yes Yes 1U Yes Yes Yes Yes Yes Yes Optional Yes No Yes Yes Yes
Yes Yes Yes Yes Optional Yes Yes Yes Yes Yes Yes 250 Yes Yes Optional Optional Optional 3 Yes Yes Yes Yes Yes Yes Yes 4U Yes Yes Yes Yes Yes Yes Optional Yes Yes Yes Yes Yes
Yes Yes Yes Yes Optional Yes Yes Yes Yes Yes Yes 250 Yes Yes Yes Yes Optional 3 Yes Yes Yes Yes Yes Yes Yes 4U Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes 500 Yes Yes Yes Yes Yes 3 Yes Yes Yes Yes Yes Yes Yes 4U Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Note: IP1100 can be upgraded to an IP1200 by licensing.
Using Your Telephone Calls: Make A Call: Telephone idle, dial the desired number then lift the handset... your call is placed. OR, Pick up the handset. Dial the number. Press the “Send” soft key.
Make a hands-free call (speakerphone): Telephone idle, dial the desired number then press the big Red button... your call is placed. OR, Press the big red button. Dial the number. Press the “Send” soft key.
To hang up:
Pause This is “Do Not Disturb”. When active, all calls to your telephone will go directly to your voicemail.
Call Log Press the Directories key then use your Navigation keys to select Call History to access your Missed Calls list, your Received Calls list and your Dialed Numbers list. You can dial the numbers in any of these call logs or store them in your phonebook.
Redial Press the “Redial” key to the last number that you dialed.
Press the “Hold” button.
To retrieve a call from Hold: Press the flashing green button (on your telephone only).
To transfer a call to an Extension (Blind Transfer) Press the “Transfer” key. Press the “Blind” Soft Key. Dial the extension. Press the “Send” soft key. Hang up.
To transfer a call to an Extension (Screened Transfer): Press the “Transfer” key. Dial the extension. Wait for the party to answer, announce the call then press the “Transfer” key. Then hang up.
To transfer a call to Park: Press the “Park” key & listen. You will hear the park number (701,702, or 703). The red light next to the park number will light.
To retrieve a call from Park: Press the lit Park key for 701,702 or 703. To transfer a call to Voicemail Press the “Transfer” key. Press the “Blind” Soft Key. Dial “*” & extension number. Press the “Transfer” key, then hang up.
Conference - Three Party (you + 2) While on the first call Press the “Conference” key. Make the 2nd call. Press “Conference” key again, to join all parties.
Confernce Room (for large conference calls) Use Conference Room; callers can be transferred into the conference room by anyone or they can call into the conference room directly from the outside by dialing ___________________. The conference room can be accessed by dialing 901 from the inside. The PIN number to enter the conference is 323.
Default Greetings If you do not record any greetings, IPitomy will play a set of default greetings depending on the status of your extension. Be sure to record your name so your greeting will be a little more personal. If you do not record your name, the default greeting will say “the person at extension (your extension number) is not available”. If you record your name the greeting will say “Mark Smith” is not available…”
Folders
Press the “End Call” soft key or hang up the receiver.
To place a call on Hold:
access to messages. Please call extension 1500 and speak to Mary with any matters that need immediate attention. I will return on Monday, February 24.
Mailbox Overview Among the features that are included in the voice mail systems are: ∑ Three different types of greetings ∑ Voice Mail sent to email including .wav file format. ∑ An organization system called “Folders” to organize saved messages ∑ Password protected mailbox access ∑ Audible recording menu to record and re–record mailbox greetings
Greetings A mailbox greeting is a message for you to inform the caller that you are away from your desk or busy on another call.
There are three types of Greetings: ∑ Not Available Greeting – Played when your phone is unanswered. …Hello, this is Mark; I am not able to answer your call right now. Please leave a detailed message and a number where I can reach you, and I’ll call you back as soon as I am able. ∑ Busy Greeting – Played when your extension is busy or in DND. …Hello, this is Mark, I am currently on the phone and not able to take your call right now; please leave me a detailed message and I will call you back as soon as I can. ∑ Temporary Greeting - Played whenever it is recorded. The temporary greeting is played as a replacement for your other greetings. When the situation warrants a greeting to inform your callers of something different than your regular greetings; record a temporary greeting and it will replace the others while it is active. Sample temporary greeting; …Hello this is Mark; I am on vacation with limited
The IPitomy IP PBX allows you to save and organize your messages into folders. The 5 folders have convenient names for organizing messages: 0. New 1. Old 2. Work 3. Family 4. Friends When a message is left for you, IPitomy will place the message into the “New” folder. Once you listen to the message, but do not delete the message or save the message to a different folder, IPitomy will automatically move the message to the “Old” folder. When you first log into your mailbox, IPitomy will make the “New” folder the current folder if you have any new messages. If you do not have any new messages IPitomy will make the “Old” folder the current folder.
Logging In to Voice Mail From your local extension Press the Voice Mail key (key with envelope icon) on your telephone. This will bring you to a voice menu that will ask you to enter your password. Enter your password and follow the prompts to listen to messages. From outside using the automated attendant When dialing in from outside the office, call into the automated attendant _______________________. Dial # from the menu. You will be prompted to enter your mailbox number, then your password. Follow the prompts to listen to messages. From a phone other than your extension From a phone inside the office, dial 924. You will be prompted to enter your mailbox number, then your password. Follow the prompts to listen to messages.
The First Time You Log In The first time that you log into your mailbox, you should always change some settings. In particular, you should: ∑ Record your name. ∑ Record your busy greeting. ∑ Record your unavailable greeting. ∑ Change your password (highly recommended)
Voice Mail Menus This section contains a detailed discussion of the menus used to access your mail box.
Main Menu
The message “envelope” provides information about the message: ∑ Message Number ∑ Date and time that the message was received ∑ Caller ID information Pressing “1” any time during the playback of the message envelope will skip the Envelope information and skip directly to message listen mode. The voice mail system will then play back the message.
Listening to Messages
During Message Playback
Advanced Options
After the message has been played back, the system will play a prompt and wait for you to press a button: 3 Advanced Options 4 For the previous message 5 Repeat the current message 6 To play the next message 7 To Delete this message 8 Forward the message to another user on the system 9 To save this message * Help # Exit the voice mail system
Mailbox Options 1 Record your unavailable message. 2 Record your busy message. 3 Record your name. 4 Record your temporary greeting. 5 Change your password * Return to the main menu If there is not a temporary greeting recorded, you will immediately be prompted to record a temporary greeting. If you do have a temporary greeting recorded you will be presented with the following menu: 1 Record a temporary greeting. This will allow you to record a new temporary greeting. 2 Erase temporary greeting. * Return to the main menu. Once your temporary greeting has been erased callers will be presented with either your busy or unavailable messages, depending on your status.
Listening to Messages The Message Envelope (if turned on) The voice mail system will play back the message “envelope”.
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The Message Envelope (if turned on) The voice mail system will play back the message envelope.
The main menu will be the first menu that you are presented with once you have logged in. 1 Listen to messages in the currently selected folder 2 Change folders 3 Advanced Options 0 Mailbox options * Help # Exit from the voice mail system
4 To place an 0utgoing call *May not be allowed 5 Leave a message for another user on the system. * Return to the main menu.
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During the playback of the message, any of the following buttons may be pressed: * Rewind the message by 3 seconds # Fast forward the message by 3 seconds 0 Pauses the message playback. Press any other button to resume playback.
After Message Playback
Advanced Options menu 1 To send a reply 3 Play message envelope 4 To place an outgoing call 5 To leave a message for another user on the system * Return to the main menu
HD Phone Quick Reference Guide & Voice Messaging Quick Reference Guide
IP320
IP410
Changing Folders If you select the option to change folders IPitomy will play this menu: 0 New messages 1 Old messages 2 Work messages 3 Family messages 4 Friends messages # Cancel the change folder operation
IP620
For Service Call
Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered fast and answered by the person with the most appropriate skills and experience. IPitomy’s award winning IP PBX solution has the power and intelligence to handle incoming call volume on your busiest days. IPitomy ACD and Q-Manager can keep your team working at optimal effectiveness with ease. Flexible ACD features make IPitomy the best choice for environments that require a highly flexible and capable Call Center Solution. IPitomy is a Pure IP Solution. This makes it the ideal choice when including users and agents that are off site and need to work remotely. With IPitomy, users and agents can work from home, or branch office locations. Queues can be setup so agents can cover calls from outside the local time zone to add Follow-the-Sun coverage to extend your hours of operation without brick and mortar. Agents can be located anywhere there is a broadband connection. This adds instant expansion of your business without adding overhead.
Lowering Costs Is a Big Deal Sometimes adding efficiency to your call center requires simplification. With IPitomy, that’s all part of the plan. IPitomy is a fully integrated IP Communications platform. This includes everything you need for a business phone system as well as an amazing suite of applications that round out your communications realm: • • • • • • • • • • • • • • • • • • • •
Unified Messaging Enterprise Class IP PBX Automated Attendant 32 Party Conference Bridge Conference Console Multi Media Trunking - SIP - T1 PRI - Analog IPitomy ACD Option - Complete ACD Solution Q-Manager Application for Desktop Control Support for Remote Users/Agents Flexible Inbound Routing Advanced Music on Hold Control Flexible Outbound Routing Call Queuing Multiple Call Distribution Strategies Web Based Administration On Demand Call Recording Call Accounting integration CRM Integration with Many Popular Programs Screen Pops Text Messaging
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Q-Manager A Power Tool For Your Company IPitomy’s powerful ACD solution provides incredible capabilities to get your customers connected to the right agent fast. Agents and Supervisors get the big picture when using QManager. Q-Manager provides insight into all queued calls and agent status. All User and Agent Status is encapsulated in a small panel that provides lots of information about the user/agent at a glance. This avoids cumbersome additional screens for displaying information. Displaying all user/agent status in a single panel leaves more room on the screen to get the big picture without complicating training. Q-Manager can display many more calls in a smaller space than most competitors products while displaying much more information. The screen below shows 39 Agents at a glance. Panels can be resized to suit users preference. Text Messaging Phone Status Color Coded Agent Login Status Agent pause Status (Red when Paused)
2211 Bob Smith Agent: Bob Smith ONLINE Voice Massage Counter
Extension Number Name Presence Status
IPitomy Q-Manager Desktop Management Screen
Bring Power to Each Call With Call Control Buttons Each call displayed contains Caller ID Information, call duration, Call Tracking Codes and Call Control Buttons Just click on the button to execute the action. Since the buttons are displayed on each call, training is simplified and mistakes are all but eliminated.
Listen
Whisper
Barge
Record
L W B Text Messaging Adds Another Dimension Supervisors can text with agents offering advice and coaching while listening to the call. Private corporate text messaging extends to all users; even mobile phones. Whisper to agents as well as record the call for training later.
IPitomy Conference Bridge Management Screen
IPitomy’s Conference Console provides visibility and control over large conference calls. The conference bridge can support up to 32 simultaneous participants. • • • •
Mute/UnMute callers Lock Conference for Privacy Remove participants Caller ID Name and Number Displayed
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See All Calls In Que When calls are in Queue, an amazing amount of data is displayed on each Queued Call Panel. Time in Queue, Caller ID name and number, dialed number code and queue code are all displayed. Each Call Panel also has a Barge Button to easily pick up the call out of the queue.
2 min 19 sec
1 min 29 sec
1 min 29 sec
NC:Tim Lee 9413056721
NC:Jan Blue 2124721901
NC:Jimmy Manns 6139892314
Q: Sales
Q: Sales
Q: Sales
0 min 29 sec
1 min 29 sec
1 min 29 sec
NC:Bob Lake 8183358710
NC:Ron Callen 2067213212
NC:Jane Doe 7147893618
Q: Sales
Q: Sales
Q: Sales
Sound The Alarm With Queue Alerts Q-Manager displays all the calls in Queue and can be configured to set thresholds that will trigger an alarm condition. The Queue Call Panel will turn red indicating an alarm condition. An optional audible tone will be played over the PC speakers until the condition is cleared. Alarms are configured in the IP PBX administration interface.
Drag and Drop Queue Calls Agents can rescue calls in the queue by clicking the Barge button. Managers can drag calls from the Queue to any Agent. This allows managers to identify VIP calls and escalate their service level if required.
One Click to Park calls Agents can click on the park button to instantly park a call. Once the call is parked, the call is displayed in the left menu with the Caller ID. Parked calls can be retrieved by clicking the park pickup icon on the parked call panel. Calls can also be retrieved from any IPitomy phone by selecting the Park Pickup key on the telephone. Who is on a Call With Whom By selecting the User/Agent Panel. the call will be displayed in the Call Display Screen.
Q-Alerts and parked calls are displayed in the left menu area
Alarm indicators are red
Calls can be parked by clicking the icon in the call panel Parked calls can be retrieve with one click with the pickup icon
When selected, the Caller Panel displays the call information and the call control buttons. The call control buttons allow the manager to listen, Whisper, Pickup the call and Record the call; all with one click.
Real Time Statistics Get real time statistics on your teams performance. The results are updated throughout the day on the Q-Manager screen so supervisors can keep up on the critical information to keep your operation profitable. Selecting a Queue from the list of Queues displays individual agent statistics in the Queue as well as a scorecard for the entire queue. Queue statistics can also be displayed in a web based display on agent desktops or a wall mounted monitor.
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Connecting to the Right Agent is Critical Routing inbound calls is important in any call coverage scenario. IPitomy offers multiple options to increase flexibility and assure precision call delivery. The precision call route starts at the DID level. Inbound DID’s can be labeled so the campaign information is displayed along with the caller id. This not only tracks important inbound information that can be related to expensive marketing campaigns, but provides a visual element for agents to pounce on VIP calls the second they appear in the Queue. In addition to the routing routing options, agents can be prioritized to receive mainly calls for their expertise. Certain agents and be pulled in to answer calls if they are available when an alternate queue is busy. creating a skills based routing scenario is easy with just a few mouse clicks to set up which agents will be answering calls first in a particular queue. Calls can be distributed using any of the 5 available call distribution strategies: • Fewest calls • Ring All • Random • Round Robin • Round Robin With Memory • Least Recent
Routing In and Out of Queues When there are no agents logged in or the Queue is full, flexible options exists on where the calls that are routed to the queue will go. They can overflow to another queue, go to Voice Mail, Automated Attendant or simply say goodbye.
Delivering the message While in Queue While callers wait in Queue, a distinct message can be played to the caller on a per queue basis or per inbound route basis. When a caller in queue is waiting, the caller can be informed of where they are in line and estimated hold time. Callers can dial 0 for a live operator if allowed. You never get a second chance to make a first impression. IPitomy delivers Message on Hold flexibility that will add the professional touch to your operation; either large or small.
Inbound Route Exclusive Music/Message on Hold When a caller calls into a specific DID, the call can be set so that only the message and music appropriate to that caller will be played for the duration of that call regardless of which queue they are in or which agent or user is handling the call. This feature allows you to leverage your advertising and on-line marketing dollars by supporting your campaign in print, on-line and on the call.
Big ACD at an ALL-In-One Price IPitomy’s ACD includes all of the features you would expect in an Enterprise Class Communication system. • Pop Up Abandoned Calls List • Programmable Wrap Up Time • Recorded Announcements • Screen Pops • Remote Users and Agents • Agent Statistics • Call Recording • Agent Pause • All Call Recording • Presence Management • Rescue Queue Calls • Text Messaging • Message/Music on Hold • Mobile Phone Integration • Easy to Use Display • Last Calls List
Power Tools Designed for Your Success IPitomy ACD has an extremely powerful set of features. Not only are the tools powerful, but special care has been taken to add smart and intuitive design to display massive amounts of information in an amazingly small space. What this means for you is more efficiency and less training for your agents. With all of the data required to run an efficient call center contained on the Q-manager screen, you can manage more and worry less!
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Empowering Managers Managers can see all the activity of each agent. Agent groups can be viewed as a Queue group or as part of the entire call center enter. managers can add agents to queues on the fly as well as log them out of queues. Coaching tools are available to manage agents and get the most out of each and every employee. By enhancing each agents performance, profitability is maximized and customer satisfaction is increased. Happy customers are the goal of every call center. Happy people feel connected to your organization and are more loyal to your brand. It’s frustrating to spend marketing dollars on a campaign only to have calls be abandoned when your team is busy. Q-Manager keeps a running list of calls to abandoned calls can be called back as soon as possible.
Park
Log In
Pickup 1
Log Out
Pickup 2
Mary
Pickup 3
Tom
Empowering Agents Every IPitomy user has the ability to be in a queue whether they are in the office or working remotely. Agents can log in using a telephone or by using the QManager screen. With all of the information and power tools at their disposal, agents can be more efficient and perform at optimal level all the time.
Empowering The Team Every team requires collaboration. Call Canters can take advantage of IPitomy’s Conferencing features to enhance internal and external communications with local and remote agents. IPitomy Q-Manager has a built in Visual Conference Manager that displays all of the participants in the conference. When a participant is speaking, an audio icon appears next to their caller ID indicating who is talking.
Empowering Business Every business that has customers and has telephones is a call center. Treat your customers like they are your most important asset; they are. Add IPitomy ACD and IPitomy Q-Manager to your business today. Start reaping the rewards of a highly efficient organization. For a no obligation demonstration contact your IPitomy Dealer:
IPitomy Communications, LLC | 1940 Northgate Blvd. B1 | (800)IPitomy | IPitomy.com
