UltraVox CP20 Call Processor & Queuing System
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Overview
CP20 Specifications
CP20 Options
CP20 Overview
A flexible Windows call processor that integrates with existing telephone systems or centrex services, providing Auto Attendant and Intelligent Call Queuing facilities together with a powerful range of options for improving the handling and management of your telephone traffic.
Improving the Quality of your Telephone Service to Gain Competitive Edge
Effective communication between companies, their customers and staff is the lifeblood of today's business world. Unanswered telephones, engaged extension lines, waiting on hold, mis-routed extensions and lack of easily accessible information and people, are some of the problems in a busy, highly competitive environment.
The Storacall CP20 Call Processor addresses these problems and helps companies to keep control of their calls, minimise wasted call time, improve customer contact and dramatically increase the opportunities for generating business over the telephone, thereby ensuring that you deliver the quality of telephone service that today's customers expect. |
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The CP20 is a Windows Call Processor that integrates with existing telephone systems or centrex services providing auto attendant, intelligent call queueing and call reporting facilities together with a powerful range of options for further enhancing the handling and management of your telephone traffic. The CP20 can be configured to front end your whole organisation or just handle calls for specific departments or teams.
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Wallboards |
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Advanced call management reporting |
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Music and messages on hold |
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Library of announcements |
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Personal voice mail and email integration |
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Interactive Voice Response |
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Structured information/announcement services |
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Volume message taking and order/data capture |
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Computer Telephony Integration |
Click here for a call schematic |
| Benefits |
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Effective management of all incoming calls |
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Handles up to 64 calls simultaneously |
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Prompt answering of calls |
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Fewer abandoned calls |
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Reduced caller waiting times |
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Improved company image |
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Greater control of telephone operations |
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Optimisation of existing telephone system and operators |
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Improved customer service levels |
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Deal effectively with call traffic peaks |
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Easy addition of options such as voice mail, structured information, bulk messaging, order taking, wallboards and music on hold. |
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Management call statistics and reports |
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Real-time display of call & queue activity |
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Answering the Call
The UltraVox CP20 allows callers to be answered automatically, and to route their calls directly to particular extensions or departments without having to speak to an operator. The system acts as an 'automatic operator' and can relieve the pressure on operator staff. It is of particular benefit when a large proportion of calls are from regular callers, or when calls need to be directed outside the hours when the switchboard is manned.
Callers knowing their extension number can dial it directly or select particular personnel or departments from a multi-level menu. Callers can use any tone-dialling telephone to access menu options, or they may select to use positive voice detection. Callers without tone phones will automatically be diverted to the operator or a default messaging box. Callers not knowing the extension number they require can press the star button to hear a spoken directory.
Call Queuing with Choice
In an ideal world, a caller wishing to speak to an operator would be connected immediately. When the volume of call traffic exceeds the capacity to answer, queuing calls may become a necessity. The UltraVox CP20 is a powerful call processing tool which ensures that all your incoming telephone calls are handled efficiently and cost effectively. The system structures the way in which callers queue for operators, extensions or departments.
It answers and processes incoming telephone calls by providing callers with a menu of queue options, with choices such as:
- Queue for an operator or department
- Select information announcements
- Leave a message
The menu can be played to callers before they join the queue, and repeated at predetermined intervals, as they move up the queue. Using their telephone keypad, or positive voice response, callers can select alternative actions from the queue options menu.
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Click for a larger view of the Screenshot |
With an UltraVox CP20 your callers aren't trapped in a queue, waiting to be dealt with. They can take control of their call, and may even be able to obtain the information they require without speaking to an operator. Callers have control of their call within the queue and managers have full visibility of queue status. The system will manage the calls which cannot be answered straight away. The information and choices presented to your caller may be precisely defined to meet your call handling requirements and minimise caller aggravation.
Structured Reassurance
The UltraVox CP20 allows you to vary and structure the way in which the caller is kept informed of progress towards an answer. The caller may, if you wish, be informed of current queue position at regular intervals. Reassurance announcements may be varied according to the time that the caller has waited. As callers queue they are always kept informed. Queue overflow may be set in advance so that the maximum queue length may be predetermined for a particular department and callers may be overflowed to a mailbox or alternative answering position.
The UltraVox CP20 can be programmed to queue all calls that arrive in a particular group to a department. You may wish to give your callers a menu of options such as: continue to queue, leave a message, hear further information, or join a different queue. The system utilises single or multiple networked supervisor consoles and optional wallboards to provide managers with full information on queue lengths, waiting times, operator activity and service levels. You may wish that a caller hears music on hold between announcements. An optional module allows a program of high quality recorded music to be available. As a caller waits, they may also access information interactively without losing queue position.
Many Queues
The UltraVox CP20 supports up to 99 queue templates. Each template is a complete description of how the caller will be treated and allows different departments within your organisation to specify their requirements while sharing a single system. Before the caller is transferred, the operator may be played an information message as to which queue the caller originated from or how long they have waited.
Supervision & System Administration
The UltraVox is controlled from the supervisor console, which provides an unsurpassed level of visual feedback on the system operation. The progress of each call through the system may be monitored and many thousand elements of statistical and management information are updated in real time and may be selectively displayed. An UltraVox will not let you lose sight of your call traffic. Administrator options are presented clearly on screen using pull down menus and point and click mouse operation. The UltraVox CP20 runs on Windows 4.0 operating system, but the administration console can be run remotely on a Windows, 95 or 98 machine in a networked environment.
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Management Reports
Management feedback on call handling is essential to ensure that your organisation is providing the best possible service to your customers.
The CP20 comes with a standard reporting facility providing:
- Report Explorer
- Line activity reports - an analysis of what calls come in on what lines and what happened to them (hung up in menu, queued, etc)
- Service group / department activity reports
- Reports on choices made in tone menus
- Reports on activity in queues.
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Click here for CP20 Specifications
| Add enhanced facilities - The Options |
TriStar Wallboards Option
Clear Visibility of Real Time Activity
In a busy switchboard area or department, it is not always easy to gauge when call waiting times become a problem. One or more TriStar high visibility wallboards may be wall or ceiling mounted to give all those involved in taking calls a clear view of the state of call queues and real time information on call handling. As well as providing warnings, the TriStar wallboards give immediate visual feedback on performance. Wallboards can provide added incentive for agents to improve customer service and meet target levels.
Flexible Data Options
The UltraVox System Console controls the data that will be shown on each group of TriStars. Changes may be made rapidly to the fields of data and the time between changes of display. The display on the TriStars is echoed by 'mini-wallboards' on the call queuing section of the Supervisor Console screen. More sophisticated options may be set up to show more than one queue on a single wallboard, or to alternate between different pieces of information. Also text messages can be sent to the wall boards, from the console keyboard. These could be used to warn operators of problems or to encourage good performance.
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MessageManager - Voice and Data Capture Option
Where high volumes of telephone messages need to be stored, or complex information gathered from the caller, the MessageManager module provides the solution. Ideal for brochure requests and order taking. Unlike a personal voice mail system, the MessageManager module is designed to both take messages and allow them to be transcribed on multiple lines simultaneously. It provides robust and flexible voice messaging and it can assign a unique number to each caller's message. This can be used as an audit trail, to find a particular message, or as a cross reference to messages transcribed onto a database.
Callers may be prompted through the process of leaving a message - a process known as 'Question and Answer' or 'Voice Forms'. This ensures that a vital piece of information is not forgotten and that the detail within a message is recorded in the correct order for entry in a database. The time taken to transcribe messages can be substantially reduced and using this technique, a more sophisticated sequence can be built up. A caller can for example place an order, which contains a number of items.
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Virtuosa - Music on Hold Option
The Virtuosa provides a varied and high quality music source to your callers on hold. There are times of the day when you may not be able to get back to callers placed on hold as quickly as you would like. Recent studies show that a caller's perception of the time that they have been holding was 20% less when played music than when left holding in silence. The Virtuosa module plays music of up to CD quality directly to the hold port of your telephone system and, at the same time, to callers held in an internal queue.
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AnnounceManager - Information Announcements Option
Statistics show that a large number of customer calls are repetitive requests for simple information, such as opening hours, product availability, dealer location, job vacancies or contact numbers. The AnnounceManager can provide a useful service for your callers as well as substantially reducing the traffic to operators and minimising the need to call people back. Callers can access information as they wait in a queue, as an alternative to speaking to a live operator, or through dialling a specific number.
Access to the recorded information is through simple tone menus, by reference number, by selection from a flexible list, or by a combination of these methods. The service can be designed to give the caller the option of using their keypad, or speaking, to make their choices. For example: allowing a caller to make a selection and then select a further menu or information message by a single key press - 'Press 1 for jobs in sales, 2 for jobs in marketing, 3 for jobs in engineering'.
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VoxMail - Personal Voice Mail Option
The VoxMail option provides a fully functional voice mail and personal messaging system. Many thousands of personnel in an organisation can have individually configured mailboxes with a variety of notification options. Mailbox owners can receive messages from telephone or as email attachments, providing Unified Messaging to form part of a contact strategy.
Easy Administration
There are a large number of parameters that control how messages are received and the options that callers and box owners hear. The administration console allows individual mailboxs to be quickly set up or changed.
Notification Manager
The VoxMail's Notification Manager uses a variety of devices to seek out and inform mailbox owners that they have a new message. A mailbox owner can define their preferred methods and order of contact.
- Message Waiting Lamps - activating a lamp or other warning on the users extension.
- Voice Paging - dialling a phone, extension or mobile and giving the owner the option to hear messages.
- Email Forwarding Of Message - the message can be forwarded to the owner as an email attachment in standard WAV file format. The message can be played once received by the mailbox owner on any Multi-Media Windows PC, provided they have an email mechanism capable of supporting attachments, such as Outlook.
- SMS Notification - a text message can inform a caller on their mobile or other SMS compatable device that they have voice messages waiting.
- Public Address - an information message can be played over a PA system.
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Reporta - Advanced Call Management Option
For more advanced reporting facilities the optional Reporta package is available to give comprehensive feedback on the efficiency of call and message handling, whether for quick assessment or in-depth analysis. It can provide tabular and graphical reports which may be printed on demand or previewed to the screen. The Report Creator allows you to modify these reports or create your own from scratch to meet exactly the requirements of your organisation.
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For further information, please contact Sales:
Tel: 01932 710710 | Fax: 01932 710711 | Email:
or use the Enquiry Form
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