Overview
VM1000 Specifications
VM1000 Options
VM1000 Overview
The flexible modular Windows voice mail & message system that integrates with existing telephone systems
The UltraVox VM1000 voice mail and message centre is based on the UltraVox Windows client server and modular call processor, which is designed to integrate with virtually any telephone system with minimum disruption and cost. The system provides auto attendant call routing and advanced voice mail and message handling facilities, together with a range of message notification options.
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Options Include:
- Queuecall intelligent call queueing
- Library of Announcements
- Virtuosa music and messages on hold
- Announce Manager structured information services
- Message Manager volume message taking and data capture
- Voice Forms
- Reporta call management reporting
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Further optional software modules can be added to improve the quality of the telephone service offered to your customers by providing intelligent call queuing, music or information on hold, volume message taking, voice forms, structured information services, together with call management reporting.
The modular structure of the UltraVox VM1000 allows you to add only those extra facility modules that you need. |
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 Voice Mail Benefits |
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Provides new channel of communication |
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Eliminate 'telephone tag' |
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Help communication across time zones |
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Back up for handling inbound calls during peak periods |
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Improve communication with field staff |
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Provide 24 hour telephone cover |
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Reduce telephone traffic |
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Quick transfer of information to many people |
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Reduce caller-holding time |
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Save staff time |
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Telephone cover during low staffing |
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Provide a new management tool |
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Improve service levels to customers |
Click here for a call schematic
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Answering the Call
The VM1000 automated attendant facility 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 auto attendant acts as an 'automatic operator' and can relieve the pressure on 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 will always have the option to go straight to the operator for assistance or information. The auto attendant allows callers knowing the extension number to 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.
Taking the message
With an UltraVox Message Centre your callers will always be able to get through and leave messages therefore allowing your organisation to communicate more effectively by eliminating the biggest weakness of telephone communication: no answer because the person you wish to speak to is not available. A voice message to an individual or a group is often the most succinct, understandable and immediate form of communication.
Up to 10,000 personnel and departments in an organisation can be allocated individually configured mail boxes. In addition mail box owners will be provided with a range of powerful options for being notified of, and dealing with, those messages. |
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Click on the Screenshot for a larger view. |
Voice Mail Operation
Internal and external callers reach the voice mail system by being diverted from an engaged or unmanned department or extension. They will be routed to the mailbox which serves the department or extension they originally called. Callers can also be passed to the voicemail system by the operator or route themselves via the auto attendant. Callers can select from a spoken directory or, can enter the mailbox number to go directly to the correct mailbox. Callers can default to the operator, or leave a message in the default mailbox and are always guided by clear, verbal prompts.
The Mailbox Owner
To use UltraVox Message Centre a box owner first keys in their unique PIN code and is then able to access the full range of box owner usage options for listening, leaving messages, paging and changing options. When listening to a received message, the box owner can scan forward, short rewind, pause, fast forward to end or rewind to start. When the message is finished, they have the option of:
- Repeating the message
- Deleting the message
- Saving the message
- Responding instantly to the caller
- Forwarding the message to another box
- Finding out when the message arrived
Users also have the opportunity to check and re-record their message before posting it to a destination box. The system has group distribution message facilities, enabling a message to be left in a distribution box for automatic distribution to a specific set of personnel. For example, a sales manager can leave one message for the sales force which is then automatically posted into every salesman's mailbox. Mailbox options are simply changed by accessing the 'Owner Options' voice menu. The individual box owner can then change the facilities relating to their own mailbox. This includes recording a new personalised greeting for callers or activating paging options for forwarding messages.
Message Delivery Options
On recording a message callers can choose for the message to be delivered in several ways depending on the type and importance of the message. These include 'Private' or 'Recorded Delivery'.
Message Notification Options
The UltraVox Message Centre's Notification Manager is a sophisticated contact mechanism, which can use a variety of devices to seek out and inform mailbox owners that they have a new message, according to a predefined set of rules. A mailbox owner can define their preferred methods of contact and in what order these 'devices' are to be attempted. This notification schedule can vary with the owner's status and the urgency of the message. A number of predefined statuses are available, which include In Office, Travelling, Home, and On Leave. The Notification Manager will always use the most appropriate mechanism to inform of new messages.
Depending on the options purchased with the UltraVox Message Centre, notification devices include:
- 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. Various different phones can be called in a pre-defined sequence.
- 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 compatible device that they have voice messages waiting.
- Public Address - An information message can be played over a public address system, specific to the mailbox where the message has been received. (Customised option).
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The System Administration
The options for each mailbox are under the control of the administrator, using the administration console. Whether the administrator wishes each mailbox to be configured in the same way, or for mailbox owners to have some choices, there are a large number of parameters that control how messages are received and heard. These can be quickly set up or changed.
New box owners can be entered in seconds and by recording their names, they are entered into the spoken directory automatically. The system administrator mode is fully password protected. |
Administrator options are presented clearly on screen using pull down menus and point and click mouse operation. Admin console can be connected via a TCP/IP network and can run on any Windows 95/98 or NT. Management reports Management feedback on call handling is essential to ensure that your organisation is providing the best possible service to your customers. The VM1000 comes with a standard reporting facility.
VM1000 Specifications
| Add enhanced facilities - The Options |
Further optional software modules can be added to the UltraVox Message Centre to enhance the quality of the telephone service offered to your customers. The modular structure of the system enables you to add only those extra facility modules that you need. Your choice of options, and the end cost to you, can be matched to fit your requirements and budget. They can be added to your system at a later date as circumstances demand.
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QueueCall - Call Queue Management Option
When the volume of call traffic exceeds the capacity to answer, queuing calls may become a necessity. The QueueCall module structures the way in which callers queue for operators, extensions or departments. Callers have control of their call within the queue and managers have full visibility of queue status. The information and choices presented to your caller may be precisely defined to meet your call handling requirements and minimise caller aggravation.
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. 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. Callers may also access information interactively without losing queue position.
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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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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 |
