Executive Desktop and Voice Messaging

Executive Desktop

More and more organizations use personal phone numbers to by-pass the company operator and get callers to talk directly to employees. Executive Desktop enables everybody to handle those calls efficiently, while delivering great customer service.

Users can manage internal and external calls quickly and easily from their PC. They can see the availability of other staff members, using Presence. Desktop’s Phonebook allows you to store notes about special callers, which are screenpopped along with the caller name and number each time they call, so you’ll always be prepared.

Executive Desktop provides simple and intuitive GUI administration of the user’s Voice Messaging mailbox as well as easy access to all mailbox functions.

Key Desktop Features

Executive Desktop provides advanced telephone functionality such as:

• Telephony Control - Answer, Hold and Park calls from your PC screen using the mouse, keyboard or both.
  
• Phonebook – three online directories (Global, Personal and Outlook Contacts) gives users access to thousands of contacts, the intelligent search function lets users search for phone numbers using first letters of names or initials.
  
• Presence – set up quick access to the Phonebook entries by creating Presence one-touch buttons that only require one click to make or transfer a call.
  
• Extension status – view the status of other extensions in the organization – who is on the phone, out of the office, in a meeting etc and when are they expected back.
  
• Call log register – view inbound, outbound and missed call details for your extension; access call history and voice messages left by internal or external callers.
  
• ‘Screenpops’ on incoming calls – Calling Line Identification (CLI) provides the caller’s number, which when matched with an entry in the Phonebook, can display the contact’s name, company name and any special notes associated with the entry.
  
• Call Screening – Sometimes you’re at your desk but too busy to take calls – unless it’s the one person you REALLY need to speak to. Executive Desktop automatically screens your calls, and lets that one important caller through.
  
• Mobility simply means being available all the time. Callers can ring your desk phone number and know they’ll get you wherever you are without having to hang up and redial or press a button to be transferred.

Key Desktop Benefits

Executive Desktop functionality provides users with multiple benefits, including:

• Ease of use – the graphical Microsoft Windows based interface of Executive Desktop makes it much easier for users to configure and activate the advanced voice messaging options of the system, making it more likely that these features will be used and used properly.
  
• More accurate information – features like Presence Profiles, Estimated Time of Return and integration with Microsoft Outlook or Lotus Notes Calendar ensure that callers get the benefit of accurate, up-to-date information that reflects the called party’s current availability.
  
• Priority call handling – your most important callers can be treated differently from other callers by offering them personalized greetings and customized options such as the ability to transfer from your presence greeting to your mobile or home telephone number.
  
• Better caller care – See when new voice messages have arrived, which calls have been missed (even if a message was not left) and what Presence Profile is currently active, making it faster and easier to look after your callers.
  
• Users are better informed – View who called, how often and when; you can prioritize and return calls, even if the caller doesn’t leave a message.

Voice Messaging

Voice Messaging is part of the core functionality of Zeacom Communications Center. This means that each licensed ZCC user receives a ZCC mailbox which allows users to record personal greetings and send/receive voice messages via the phone. However, by combining Voice Messaging with Executive Desktop, you give your users the ability to fully leverage and easily manage a range of advanced functionality that will significantly improve customer service and staff productivity.

Standard Voice Messaging Features

For those users who do not have access to Executive Desktop, Zeacom's standard voice messaging functionality can be set up and managed using the telephone. This functionality includes:

• Presence Profiles – pre-record up to 10 different greetings to handle standard scenarios such as ‘out of office’, ‘in a meeting’, ‘in the office’, etc.
  
• Voice Messaging Management – password protected access to voice messages from any extension in the organization or from an offsite location. Play, rewind, save, delete or forward the voice messages as required; you can even recover voice messages inadvertently deleted from the system.
  
• Personal and global distribution – Communicate more efficiently. Use global lists for access to system-wide and departmental groups configured by the System Administrator, or Personal lists for users’ own customized groups.
  
• Personal Setup Options – administer greetings, forwarding options and set up your individual requirements.
  

Benefits of Voice Messaging with Executive Desktop

By integrating Voice Messaging with Executive Desktop, voice messaging users can take advantage of the following functionality:

• Control how calls are routed – control call diversions and easily select Presence Profiles to activate call forwards - for example, set ‘out of office’ profile to automatically transfer all calls to mobile, pager or another telephone number.
  
• Customize options offered to callers – offer callers one-touch dialing options from your presence greeting, e.g., “press 1 for assistance, 2 for my mobile or 3 for my pager”; customize your options based on the caller’s calling line ID (CLI).
  
• Customize messages for priority callers – set up special greetings for important clients (identified by their CLI) and define how messages from nominated people or companies will be handled.
  
• Set up recorded greetings – pre-record greetings to handle a wide range of everyday situations such as ‘in a meeting’, ‘out of the office’, ‘on vacation’; up to 98 different Presence Profiles are accessible from Executive Desktop.
  
• Schedule recorded greetings – automate greetings and time of return messages to play according to your standard business day, for example, ‘in the office’ message until 12 noon, ‘out of office’ until 1pm for lunch, ‘in the office’ until 6pm.
  
• Tell callers when you’ll return – configure ‘Estimated Time of Return’ each time you change your Profile, telling all callers when you expect to be back.
  
• Voice Messaging Administration – administer every aspect of your voice mailbox from your PC including the recording of voice messaging prompts.
  
• Integration with Microsoft Outlook or Lotus Notes Calendar - Voice Messaging greetings can be configured to automatically change the user’s Presence Profile per scheduled events in your Calendar.
  
• View voice mailbox status – Executive Desktop users can always see which Presence Profile is selected, their current call forward status and whether they have any messages they need to attend to and if any have been marked urgent.
  
• Record important conversations – Easily record your conversations. These recordings appear as voice messages in your mailbox.