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Vonexus EIC Architecture
Overview – The Vonexus Enterprise Interaction Center IP PBX architecture
As the first pre-integrated system that puts IP PBX functionality on the Microsoft® platform, Enterprise Interaction Center is also the only 100% software IP telephony solution to bring voice and data together for businesses from 100 to 1,000 users. Along with IP PBX call processing and ACD-based workgroup routing with call and Web chat queuing, the Vonexus EIC system delivers conferencing, recording on-demand, auto attendant, IVR, presence management (which incorporates Find-Me/ Follow-Me), integrated voicemail, unified messaging and other business communications functionality.
On the data side, the open standards-based Vonexus EIC pre-integrates to Microsoft® Dynamics™ CRM and GP (formerly Great Plains) for data management “screen pops,” and to Microsoft Exchange Server and Outlook® for e-mail, unified messaging and Vonexus EIC’s .NET telephony Client plug-ins. Also license Vonexus EIC’s built-in Internet chat server for Web services, and integrated interactive voice response (IVR) for self-service automation.
The Vonexus EIC system can be implemented as a client-server application for distributed sites, as well as for a single centralized location. The Vonexus EIC Server runs on the Microsoft Windows® 2003 operating system, while Vonexus EIC’s underlying Interaction Center Platform® technology provides an interaction processor that drives the Vonexus EIC system’s IP PBX, ACD, IVR, messaging, voicemail and fax capabilities along with dozens of other coordinated roles. All features and roles in Vonexus EIC are centrally administered via its single inherent Interaction Administrator® interface.
Out of the box, the packaged Vonexus EIC solution is capable of automating virtually every aspect of business communication, with the Vonexus EIC platform itself providing the central point of control for all communication media types as well as enterprise business processes. Of particular note, the Interaction Center Platform enables Vonexus EIC to capture and processes every communication event uniformly — an incoming or outgoing call, an outbound fax, an online Web chat or callback request, a call transferred from one extension to another, etc. — eliminating the need for traditional “multi-box” hardware systems such as a PBX, automatic call distributor (ACD), Web server, fax machine and so on.
Vonexus EIC platform features and applications
Interaction Client® –The Interaction Client is a graphical application that runs on an EIC user’s desktop for call and Web interaction control. In resembling a notebook design with categories of information grouped onto pages for Interactions, Workgroups, Queues and others, the Interaction Client interface allows EIC users to perform functions such as placing, answering and transferring calls; orchestrating call conferencing functions; rapidly locating other EIC users via company-wide Workgroup directories; and setting presence management status settings to direct calls to voicemail or forward them to a different user or Vonexus EIC location.
Unified messaging – The Vonexus EIC system provides unified messaging in conjunction with integrated Microsoft Exchange Server and Outlook. Thanks to its core platform processor, Vonexus Vonexus EIC sends voicemail messages as e-mail attachments into a given mailbox on the Exchange e-mail server. For message retrieval, users can call into the EIC system to listen to voicemail messages over the phone, or can access them directly from their desktop and the Outlook application. Also since Vonexus EIC stores voicemail messages as compressed .wav files, users can easily forward voicemails to other internal or external parties, even if they aren’t Vonexus EIC users.
For the fax component of unified messaging, Vonexus EIC captures incoming faxes and also sends them to users as e-mail message attachments. Along with a desktop fax form both for viewing and printing faxes, Vonexus EIC includes a fax print driver that end-users can employ to send faxes from within any application. Users can also listen to e-mail messages when accessing Vonexus EIC by phone. As an intelligent software application, Vonexus EIC retrieves all messages (including voicemails, e-mails, and faxes) from the user’s mailbox, and uses text-to-speech to play back e-mails. Faxes can also be forwarded to a nearby fax machine when necessary.
Automatic communication distribution (ACD) – In traditional usage ACD refers to automatic call distributor. In Vonexus EIC’s case, however, its ACD module distributes incoming Web chats as well as calls, and allows organizations to configure workgroups such as Sales & Marketing, Technical Support, etc. for ACD-based “communication” routing to individual workgroup queues. More importantly to improve service levels, Vonexus EIC’s ACD can distribute calls and Web chats on a priority basis, such as routing customers quickly and accurately to a Tech Support (departmental) call center. Vonexus EIC users can be assigned to multiple queues as needed.
Interaction Supervisor – The Interaction Supervisor module in Vonexus EIC gives system administrators a single graphical console and real-time data displays to monitor EIC’s system-level performance at all times. Along with queue statistics, administrators can keep an eye on system activity for lines, stations, agents and workgroup, and overall interaction events. Interaction Supervisor’s system alerts, notifications, SNMP monitoring, event logging and log retrieval also aid administrators in monitoring the Vonexus EIC system.
iRecord – iRecord is a flexible, easily-configured application for Vonexus EIC that supports automatic call recording options for quality assurance and customer service. Seamlessly integrate iRecord into the Vonexus EIC Server and get the ability to record calls on demand, archive recording files along with detailed information about each recording, and rapidly conduct recording file searches, all with simple user administration.
Vonexus EIC Live Conference – Get an easy-to-use online meeting solution for audio that brings people together wherever they are. Simply dial in to the Vonexus EIC Live Conference application for meet-me conferences that integrates with Microsoft® Live Meeting for virtual e-Meetings to become a fully interactive forum for employees as well as customers and suppliers. A Web browser connection is all an organization needs for Vonexus EIC Live Conference administration, scheduling and operator call control.
Interaction Mobile Office – As a subsystem that executes EIC’s telephony user interface (TUI) functions in response to voice commands, EIC users can leverage Interaction Mobile Office to place calls and manage e-mail, voicemail and fax messages using voice commands recognized by default in the EIC system. Users can also remotely change their presence management status settings in EIC’s Interaction Client (Available, at a Customer Site, In a Meeting, On Vacation, etc.), and can additionally access workgroups and corporate directories in the Client for quick connections to other EIC users.
Vonexus EIC system administration
Interaction Attendant® – Interaction Attendant is Vonexus EIC’s inherent easy-to-use graphical console for configuring the Vonexus EIC system’s auto attendant and IVR behavior. The Interaction Attendant environment allows administrators to select the options an organization wishes to associate with each number on the telephone keypad: playing a message, routing to a queue, sending a fax, opening a submenu, and many others. Interaction Attendant also lets a system administrator schedule the availability of different menus at different times; for example, after hours and on holidays when an organization wants to offer only a subset of options to incoming callers.
Use Interaction Attendant in conjunction with Vonexus EIC’s ACD, and you can also configure and play caller-based place-in-queue and wait time messages via .wav files, including for voice callbacks.
Interaction Administrator® – Interaction Administrator is Vonexus EIC’s built-in graphical console both for configuring and maintaining all aspects of the Vonexus EIC system, including:
Telephony information – SIP line interfaces, SIP stations, fax
lines, paging services, etc.
User information – User accounts, security, extensions, w-mail
addresses, skills, etc.
Group information – Group membership, security, roles, etc.
Web information – Predefined URLs, Web chat, etc.
Data sources – Speed dial lists, public and private user directories,
etc.
EIC Server information – Resource paths, report paths, etc.
Vonexus EIC system applications at-a-glance
| Functionality/Feature | Standard | Premium |
| PBX/ IP PBX features | √ | √ |
| Analog direct-connect station handset | √ | √ |
| SIP station | √ | √ |
| Station features not in handset | √ | √ |
| Account Code | √ | √ |
| Interaction Attendant® | √ | √ |
| Automatic communications distributor (ACD) | √ | √ |
| Presence management | √ | √ |
| Business users | √ | √ |
| Interaction Administrator® | √ | √ |
| System monitoring | √ | √ |
| Troubleshooting and diagnostics | √ | √ |
| Standards supported: SIP, Windows-based server | √ | √ |
| Unified (voice) messaging | √ | √ |
| Fax Server | √ | |
| Screen pop | √ | |
| Interactive voice response (IVR) | √ | |
| Internet (Web) features | √ | |
| Reporting | √ | |
| Multi-site replication | √ | |
| Interaction Tracker | √ |
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