Vertical - Vodavi Product FAQ's
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Where
does the name Vodavi come from?
Vodavi is an acronym for Voice, Data, & Video. Vodavi is
recognized as one of the leaders in the design and manufacturing of telephone systems with
more than 200,000 business communications systems and 8,000,000 residential and business
phones sold worldwide.
What is PC-Phone (CTI)?
PC Phone delivers specific data messages to a PC via a serial port hook up from the PC
Phone to the PC. Available on Vodavi's Digital Product Line (except DHS) only. PC Phone
also works with computer telephone integration (CTI). CTI combines computer and telephone
system functions to enhance computer/telephone system data exchange. Vodavi's CTI is done
through the serial port on PC Phone hooking up to the PC. With the enhancement of caller
ID and ANI (Automated Number Identification), information can generate screen pops in
customer database or contact management system so users have vital customer information
before they answer the call.
What computer software
applications does Vodavi offer for use with CTI?
Vodavi offers PC Phone for Windows which integrates the functions of Vodavi digital key
telephones. In addition, Vodavi's TAPI Service provider interface is available for
integration with "off the shelf" and custom Windows application software.
Can the Vodavi CTI
system be customized?
Through Vodavi's software applications, the CTI interface provides an Open Interface Mode
that enables software developers to customize applications to interface directly with the
telephone system. Vodavi offers a software developers pack for people that are interested
in developing custom software packages with Vodavi Digital Key Telephone Systems. Users
can immediately improve inbound call handling by customizing and personalizing greetings,
automatically routing calls to the appropriate agent, automatically respond to billing
issues or product questions, and update caller information on-line. Outbound call
processing can be automated by dialing directly from database or contact management
systems. Customer's profile/history information can be displayed during the call, so
database information can be immediately updated.
What is UCD?
UCD stands for uniform call distribution. UCD can have eight groups, each containing up to
eight stations. Each group is assigned a pilot number. When this number is dialed, the
first available agent in that group rings. Calls are routed to the station that has been
on-hook for the longest period of time.
What are the features
of UCD?
UCD features include:
- Agent Queue Status Display
- Alternate UCD Group Assignment
- Auto Wrap-up with Timer
- Available/Unavailable Mode
- Incoming CO Direct Ringing
- No Answer Retry Timer
- Overflow Station Assignments
- Recorded Announcements
What is ACD?
ACD stands for Automatic Call Distribution. This feature is available with optional
software. When purchased, ACD replaces UCD. 16 ACD groups can be programmed, each
containing up to 16 stations. Each group is assigned a pilot number. When this number is
dialed, the first available agent in that group rings. Calls are routed to the station
that has been on-hook for the longest period of time.
What are the features
of ACD?
- ACD Event Trace
- Agent Positions
- Agent Login/Logout with Agent ID Feature
- Agent Identification
- Agent Available/Unavailable Mode
- Agent Help Request
- Agent Call Qualification
- Alternate ACD Group Assignment
- Group Member Status
- Guaranteed Message Announcement
- Incoming CO Direct Ringing
- No-Answer Recall Timer
- No-Answer Retry Timer
- Overflow Station Assignments
- Recorded Announcements (RAN)
- Supervisor Positions
- Supervisor Login/Logout Feature
- Supervisor Identification
- Supervisor Help Request
- Supervisor Monitor with Barge in Feature
- Supervisor Station Assignment Feature
- Supervisor/Agent Calls in Queue Display
- Wrap-up Timer per ACD Group
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