The MessageManager Module

Managing Caller's Messages - Voice and Data Capture

The MessageManager module excels in applications where high volumes of recorded telephone messages are taken from callers, such as orders, brochure requests, fault reports or meter readings. Unlike a conventional voice mail system, the MessageManager is designed to both take messages and allow them to be transcribed on multiple lines simultaneously. It is a robust and flexible voice messaging centre that can work alongside the other call processing modules of the UltraVox or as a stand alone system.

The MessageManager's reference number system 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 on to a database.

Question and Answer

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.

A typical example is taking a caller's details:

A fixed period may be allowed for each answer, or the caller may be prompted to press a key or remain silent in order to progress to the next question.

Order Taking

Using this technique, a more sophisticated sequence can be built up. A caller can place an order which contains a number of items:

1.	'Please say your name, spelling any difficult words.'
2.	'Please say your address, including your postcode.'
3.	'Please tell us your order number.'
4.	'Please give the item code of the item to order'
5.	'Please give the quantity required for this item.'
6.	'Please press 1 if you would like another item on this order.'		4.
7.	'Your order will now be played back to you, please press 1 to confirm the order details or 2 to make corrections.'		Order Correction Sequence.
8.	'Your order will be despatched within 5 days, please make a note of the following reference number in the event of a query.'
	Play Reference and hang up

Applications

	Brochure Requests	Small Ads
	Orders	Meter Readings
	Telephone Surveys	Job Applications
	Fault Reports	Password Requests
	Surveys	Phone Voting
	Competitions

Callers may dial a particular number to leave a message, or they may make a choice from a menu of options. A caller may choose to leave a message as an option to waiting in a queue.

With the Tristar Wallboard option, the number of messages on the system can be made visible to telephone agents who can balance workload between dealing with live callers and processing recorded messages, maybe making callbacks. This spreads the workload and allows levels of service to be maintained with lower staffing numbers.

Features:
	Multi-channel recording
	Multi-operator transcription
	Simultaneous Recording and Transcription
	Single message, Question & Answer message or combinations
	Unlimited message boxes
	Unlimited Question & Answer sequences
	Master-detail Question & Answer sequences
	Novice or Experienced Operator options on transcribe
	Variable Length Message Reference System
	Search by Message Reference
	Replay or message count
	Replay of message reference
	Replay of Arrival Time & Date
	Newest or Oldest First on Transcription
	Full transcription controls, including pause, rewind, skip, backspace
	Automatic Aged Deletion
	Integration with UltraVox Menu Structure
	Options to leave message from within queue with QueueCall module
	Message information to optional TriStar Wallboards
	Global, Operator or Group level security
	Option of Record/Play/Delete security on a per-box basis
	Integration with Reporta module for Message Statistics
	New Message Alert to system console(s)

For further information, please contact Sales:
Tel: 01932 710710  |  Fax: 01932 710711  |  Email:
or use the Enquiry Form