Introduction

IRISA/PBX is a software PABX.

Unlike today’s application products, the integration of telephony and computer systems is based on the provision of telephony functions (or Private Branch Exchange functions) within a computer : the sofware PABX.

Easier to control and with lower costs, this new technology is well suited to both small and medium enterprises wishing to install a few stations, and to large enterprises setting up multi-site Call Centers, for “customer services".

Key features

IRISA/PBX includes :

· A Switching server, managing all PABX functions ; for example : call hold/retrieve, transfer, conference, forwards, musical on-hold, call accounting, distribution groups, etc.

· A graphical supervisor for the configuration of devices, call numbers, in/out routes, etc.

· A built-in JTAPI provider

· Samples of CT desktop software (X/Motif, Windows, JAVA)

· ActiveX components, JTAPI classes

IRISA/PBX offers :

· A dynamic intelligent routing

· A management of ISDN : facilities, management of data in scripts and applications (ANI, UUI, etc.)

· A common management for local or remote phones

· A local or remote supervision through a real time Graphic User Interface

· Real time statistics

· Automatic alert prompting and network warning (built-in Irisa mechanism and SNMP agents)

· Single or multi-site configurations (replication and/or load balancing)

· No theoretical limits for the number of lines

· A native interface with the IRISA/ACD sub-system

· Virtual ISDN cards to integrate with Irisa interactive voice response applications

Benefits

IRISA/PBX is a software product which has all the functions of a standard PABX (Private Automatic Branch Exchange).

In enhancing or in replacing an existing phone system, the concept of a "Software PABX" offers many advantages for all aspects of a Call Center solution :

· An open network approach : single or multi-site phone infrastructure viewed as a “traditional” computer network, routes through telecom operator’s “intelligent networks” services, incorporates the telecommuter as a logical extension of the phone system, etc.

· An “immediate” integration of CT Function (Computer Telephony) : standard JTAPI interface supplied, and therefore usage of CTI links and proprietary protocols or CSTA is no longer necessary.

· A direct software interface with Irisa interactive voice response application and IRISA/ACD (Automatic Call Distributor) : interactive voice response customer contact applications developed with Irisa, optionally linked with IRISA/ACD, provide advanced business solutions and marketing systems (qualification, personalization, etc.)

· A suitable solution for new Contact Center technology : it allows the simplified creation of applications, mixing phone and Web media ; it is ideally suited to the new concept of “Web Call Centers”.

· An independent solution : it is a link between “generic” hardware and phone standards based-on software. Unlike “specific” solutions, the expansion and improvement of the final system is easier.

· A secured solution : it is suitable for any network/real time architecture, and with all Irisa sub-systems, benefits from all security/administration technologies and services : distribution, load balancing, replication, standard administration tools, etc.

· A lower cost levels : the set of “standard software”, “generic hardware” and native integration of “CTI/ACD/IVR functions” offers solutions at lower cost than traditional telephony solutions : costs of maintenance and extension, training costs, removal of the specific CTI products are…

· It offers a very broad range of configurations, perfectly suited to any phone system, from one to thousands of lines.

Distinctive characteristics

Full-featured switching system with the benefits of a software solution :

· Suitable for any small, medium or large system, regardless of the application and business profile

· Stand-alone solution or to enhance an existing phone system

· Built-in JTAPI interface

· Native CTI functions

· Integrated into the Irisa solution and designed for CRM (“Customer Relationship Management”) multi-channel applications