Business Communications Solutions

The SV8000 Series Desktop Suite is for use on the SV8100 Communications Server and combines the functionality of three products, PC Assistant, PC Attendant and the SP310 Softphone. With the Desktop Suite, users become more mobile and productive.

PC Assistant
The Desktop Suite’s PC Assistant enables workers to get more done in less time by giving them the ability to manage telephone sets on their desktop PCs. With just a few clicks of the mouse, users can easily access features such as speed dialing, call management and contact lookup while benefiting from seamless CRM integration. And, thanks to the robust networking capabilities of the UNIVERGE SV8100, all 128 extensions can be networked on a single SV8100 system running the Desktop Suite.

PC Attendant
The SV8000 Desktop PC Attendant helps improve call management and increase productivity by placing a complete attendant console right on the operator’s PC. It enables operators to work more efficiently by giving them the ability to transfer and manage calls on-screen through a completely intuitive graphical user interface (GUI). The operator can perform common user functions such as Transfer, Park and Page with a single mouse click.
In many ways, PC Attendant provides the functionality of PC Assistant for Operators. For example, a pop-up window displays when a call comes in through PC Attendant. The operator handles the call by clicking on that window. Caller-ID functions are displayed on-screen, and the operator can access information about a requested line’s status. Additionally, transferring calls, parking them or taking a message can be done with a simple mouse click, so the operator can work on other projects on the PC without ever missing a call or interrupting their work.
PC Attendant’s CRM integration includes the same feature set and functionality as those of PC Assistant. It also integrates with CRM applications including Microsoft Outlook and can be configured to search the Outlook database and display matching information when a call is received from a number included in the database.
Other features shared by the two programs are Call Log and Record. Every call made or received on a desk phone while PC Attendant is active is entered into the Call Log. Call Log can be used at any time to see all calls made - including those dialed manually – through Attendant, Outlook or another CRM application. Calls can even be dialed easily from the Call Log and recorded through PC Attendant’s record function. Recorded calls (stored as .wav files) can be replayed through the PC, archived or emailed.
In addition to the shared functionality, PC Attendant includes other features specifically geared for attendant use.

SP310 Softphone
With the SP310 Softphone, users can make and receive calls via their PCs. When an incoming call is received, the Softphone automatically launches, and audio output is heard through the PC speakers. Users can have confidence that they are not missing calls even while they are not wearing their headsets.

Desktop Suite

The UNIVERGE SV8000 Series PC Pro/WebPro is a communications system management tool that provides you with the ability to manage your phones and simplify administration. As part of NEC’s UNIVERGE360 approach of putting people at the center of communications, PC Pro/WebPro connects people with the information and tools they need to keep businesses running smoothly

• Standard View combines related settings on one screen, allowing quick setup of high-level tasks. Settings on these screens work together to provide users a better understanding of screen relationships. They are identified by names which clearly indicate their functions.
• Wizards can be used to simplify programming by automating the completion of common tasks. Wizards chronologically group system data and guide users step by step through the feature setup process.
• System Data screens are intended for advanced users who can use them to directly set advanced configurations categorized by server settings.

WebPro Home Interface


Blade Configuration


Class of Service


PC Pro/WebPro

The UNIVERGE UM8000-Mail solution is an in-skin unified messaging system that delivers abundant message storage, scalable port capacity and all the features you’ve come to expect from NEC, a leader in voice messaging products. This solution, which is designed specifically for SV8000 Series Communications Servers, is aligned with NEC’s UNIVERGE360 approach to unifying business communications by integrating voice, fax and email messages into one inbox while offering reliability, a smaller footprint and lower operating cost than other systems.

Web Mailbox Manager Inbox

The UM8000-Mail solution offers organizations a number of remarkable features, such as:

• Storage of over 500 hours of messages
• Scalability from 2 to 16 ports
• Addition of up to 4 optional fax ports
• Use of the SV8000 Series system’s battery backup during power failures
• Consumption of less space and power than other systems because it fits inside the SV8000 Series Communications Server chassis

With feature-rich Unified Messaging, all voice, fax and e-mail messages are directed into one inbox. Users can keep track of all their messages and prioritize them more easily to better streamline their workloads. Users can also utilize Unified Messaging to:

• Set up their mailboxes to meet their personal needs
• Play and record messages using their multimedia PCs
• Send and receive secure faxes. Inbound and outbound documents are password-protected and stored electronically until previewed and printed from a networked PC

A number of personal mailbox settings can be controlled and configured through the Mailbox Manager’s graphical user interface (GUI). Configurable settings include:

• Greetings
• Security codes
• Notifications
• Groups
• Conversation preferences

Mail Solution

As a part of NEC’s UNIVERGE®360 approach to unifying business communications, the UNIVERGE SV8000 Series Communications Analyst provides an easy-to-use, graphically-oriented software package that captures, monitors and analyzes phone calls and trunk usage for single or multiple locations. It provides the productivity measurement, cost management, toll fraud monitoring and billing creation functions required to get a clear picture of voice and network activity on converged communication platforms such as VoIP, hosted PBX's and hybrid telephone systems. This information can improve your company’s level of service and increase your Return on Investment (ROI).

Because it is a scalable solution with uncomplicated licensing requirements and easily-implemented upgrades, it can grow as your business grows – and its enterprise-level database standards ensure that your company will never outgrow it. Its data can be centralized and made easily accessible from multiple phone systems and locations across the network. Communications Analyst even integrates seamlessly with most Property Management Systems (PMS). Those in the hospitality industry will find its customer billing features especially useful.

Use Communications Analyst’s Traffic Analysis features to reduce costs and increase revenue by enabling your business to efficiently allocate resources, eliminate excess trunk capacity and increase productivity. Traffic Analysis provides the ability to:

• Document and understand trunk usage
• Track incoming and outgoing trunk calls in real-time
• Access information that provides a clear understanding of telecom infrastructure use
• Demonstrate the outcome of adding and removing trunks on the system through its provided “What If?” analysis
• Optimize trunk usage
• Optimize trunk usage

An additional feature enables users to monitor employee productivity by viewing and analyzing call activity. Problem areas can be quickly identified and addressed with training geared to correct specific inefficiencies.

Communications Analyst

The UNIVERGE SV8000 Series Multimedia Conference Bridge provides small, medium and expanding businesses a flexible, in-house conferencing solution that protects a company’s communications investments while providing PC-accessible features, networking options and excellent voice quality. This important component of NEC’s UNIVERGE®360 approach enables businesses to leverage technology to enhance collaboration, lower travel expenses and meet the needs of both employees and customers.

The Multimedia Conference Bridge’s extensive feature set can be accessed and managed through any PC with network access and a standard web browser. Using its intuitive graphical user interface (GUI), conferences can be scheduled up to one year in advance. If e-mail addresses are entered for participants, each participant is sent a conference schedule with a unique password for extra security.

Additional Multimedia Conference Bridge features include:

• Conference scheduling via XML and LDAP
• The ability to import and export contact databases and save them on a computer
• Dynamically allocated, fully-amplified and balanced 2-16 party conferencing
• Password protection for each conference
• Conference password request
• E-mail notification of pending conferences for each participant
• A Host Required option that keeps other participants from logging into a conference before the host logs in
• Remote conference programming with Conference Scheduler
• Remote conference programming with Conference Scheduler
• Programmable gain adjustment
• DTMF detection for manual setup options

Univerge Multimedia Conference Bridge

Customers expect to conduct business quickly and easily. They have no tolerance for long call-holding periods, incorrect call routing or lost messages. The UNIVERGE VM8000 InMail Solution is ideal for businesses wishing to maximize customer satisfaction by ensuring that all callers get to the people and information that they need without prohibitive hold times or dropped calls.

As a part of NEC’s UNIVERGE®360 approach to integrate communications into the business environment, the VM8000 InMail automates your communications by providing digitally-integrated voice messaging capabilities and Automated Attendant features. This embedded solution for the UNIVERGE SV8100 Communications Server can help meet your organization’s communications needs both now and in the future.

The VM8000 InMail Solution includes the following essential voicemail and automated attendant features:

Voicemail
Conversation Recording Answering Machine Emulation Fax Detection Interactive Softkeys Message Count Display Programmable Voice Prompts Three Personalized Mailbox Greetings Message Forwarding Announcement Mailbox for One-Way Information Remote or Local Message Notification (on or offsite)	Remote Programming via WebPro/PCPro Voice Mailbox Auto-Help Voice Prompts Auto-Forward to Mailbox Programmable Individual Security Code Real Time and Date Stamp One-Touch Forwarding One-Touch Mailbox Access One-Touch Message Retrieval One-Key Call to Sender Guest & Group/Department Mailbox Types

 

Auto Attendant
Answer Schedule Tables Park and Page Capture Caller ID Flexible Answering Based on Trunk Time-of-Day and Day-of-Week	Single Digit Transfer Individual Trunk Greetings Three Day, Night and Holiday Greetings

 

InMail Solution

Hospitality Management helps ensure your guests have a memorable stay by providing them access to the latest, most advanced messaging services. Your business benefits from this solution by utilizing its extensive features such as flexible numbering, room status and toll-restriction check-in mode. Hospitality Management even works with your Property Management System (PMS) through a Property Management System Interface (PMSI) to support many key front and back-office functions.

Hospitality Management helps hospitality industry employees save time and lower operational expenses while providing guests responsive, high-end services. It efficiently integrates with your PMS to help streamline and coordinate communications.


Using PMSI, Hospitality Management can help support and control many essential front and back-office functions, including:

• Message waiting indication
• Check-in/check-out suite services
• Room/housekeeping status
• Room changes

Integrated Voicemail

Hospitality Management integrates with UNIVERGE UM8000-Mail to give guests the ability to add, delete, change and confirm their personal greetings and wake-up calls. This package includes:

• Personalized guest messaging for every room
• System prompts for an extensive list of languages
• A guest directory that enables callers to contact hotel guests or to leave messages without going through an operator
• A wake-up feature that offers guests the ability to add, delete, change and confirm their own wake-up calls
• Enhanced internal communication through management’s ability to simultaneously broadcast messages to the entire hotel staff

Extensive Features

The Hospitality Management Solution can be used with both the UNIVERGE SV8100 and SV8300 Communications Servers. Additional solution features include:

• Property Management System Integration
• Hotel/Motel Front Desk Instrument
• Wake-up Call
• House Phone
• Message-Waiting Lamp Services
• Room-to-Room Call Restriction
• Toll Restriction Check-in Mode
• Toll Restriction Change-Guest Station
• Room Cutoff
• Room Status
• Maid Status
• Room Status Printout
• Do Not Disturb-Hotel/Motel
• Do Not Disturb-System
• Flexible Numbering
• Single-Digit Dialing

Hospitality Management

The UNIVERGE SV8000 Series ACD helps accomplish these goals by handling high call volume with a minimum number of resources. It reduces caller hold time and distributes call volume evenly among employees. Callers are given the option of either immediately leaving a message for agent callback or holding for an agent. Those who wish to hold will hear announcements that encourage them to remain in the call queue. This provides customers the choice that best fits their needs, reduces lost calls and helps you optimize staffing.

The PC-Based Supervisor with Reports feature can be used for agent scheduling, business analysis and improvement of scheduling efficiency. The reporting package offers an easy-to-use PC interface for compiling, analyzing and managing information. As a part of NEC’s UNIVERGE 360 approach, it enables greater productivity through the convergence of technology and communications.

Intelligent Customer Service

The SV80000 Series ACD can help improve customer service and agent productivity by routing calls to best fit your needs. Calls can be directed based upon the criteria you provide. Some examples of routing criteria include:

• The inbound line on which a call is received
• The line that has the longest idle
• The time of day the call is received

Additionally, users can provide select customers with a special incoming line to call for high-priority service. The ACD system recognizes these callers and places them at the front of the queue so that you may provide superior service for high-value customers more easily. The SV8000 Series ACD also automatically logs agents into selected groups determined by time of day. Based on agents’ work schedules, you can be sure they’re logged in and out at pre-selected times. Once logged in and using a headset, agents are automatically connected to the next waiting call as soon as they finish their previous one.

Automatic Call Distribution