Fonality is updating its software to Version 5. Here are some of the highlights. Please contact me with questions.
Back end is now Asterisk 1.6 – this means a faster, more efficient call processing engine that can take advantage of newer multi-core and multi-threaded processors. In addition, there are new codecs available to us that open up a lot of opportunities for future enhancements.
Extensions / users:
Users – we realized at Fonality that more and more often, users have multiple extensions, so now, rather than having an extension assigned to a user, we have users who have one or more extensions assigned to them. This allows us to do some more interesting things in HUD and creates a more cost effective way for a user to have multiple extensions.
Add user wizard – because of the new user based model, we now have a wizard for adding extensions. This allows you to (list out options).
Extension Status – FONscore
Fonality Professional and Enterprise – pick and choose your version
Toll restriction – The ability to only allow certain dial plans to be dialed by certain users.
ACD improvements:
Queue autofill – rather than one call being distributed to an agent at a time, we can now pass calls to agents as they come into the queue, completely bypassing any music on hold if an agent is available.
Queue priority – The ability to prioritize one queue over another. This allows you to set up 'priority’ queues for special customers.
TTA SLA – How many calls were answered within X number of seconds?
Reasons – You can now create reasons for your agents that they have to choose when logging out of the queue. These can now be reported on.
ACD reports – new reports: Reason reports, SLA reports, export to CSV
Other CP stuff
Call quality reports
Phone settings – download config via LAN or via Internet
Enable firewall
HUD
New supported OS’s – Mac OSX 10.6 (Snow Leopard) and Windows 7
Linked HUD is here! Allows you to see call status, barge/monitor, view and join conference rooms, retrieve parked calls, add linked extensions to a queue, etc.
New permission to block chat on a per user basis.
HUDdy list – shows the people you talk to most often
Location settings – set your location
Transfer from on hold to another extension or voicemail box
Agent log out reasons
Agent per queue logout
Whisper
Notification when being barged or recorded
Permanent agent different icon
Readable server-side chat log
Format.xml – stored server side, and allows for custom modification of dialing preferences and caller ID display
HUD Queues
New queue stats: TTL SLA, Duration, Idle, Calls, Avg talk time
Light Bound can be your Virtual Service Provider. We help you answer that email and return the telephone call without worry.
LightBound is your Fonality Authorized Reseller for trixBox Pro Editions for VoIP PBX solutions both hosted and premise based IP Based Telephony with Enterprise, Call Center and UAE (SalesForce and SugarCRM integration) editions.
LightBound, your Virtual Service provider, can combine your managed servers hosting, Shared Storage server, voice and data services to provide you with a seamless Cloud Service that is economical and provides the business continuity that all businesses require regardless of their technical expertise.
LightBound is also expanding. Be on the lookout for our new state of the art 47,000 sq ft. Data Center coming out of the ground and available for occupancy in first or second quarter of 2011.
www.lightbound.net
Back end is now Asterisk 1.6 – this means a faster, more efficient call processing engine that can take advantage of newer multi-core and multi-threaded processors. In addition, there are new codecs available to us that open up a lot of opportunities for future enhancements.
Extensions / users:
Users – we realized at Fonality that more and more often, users have multiple extensions, so now, rather than having an extension assigned to a user, we have users who have one or more extensions assigned to them. This allows us to do some more interesting things in HUD and creates a more cost effective way for a user to have multiple extensions.
Add user wizard – because of the new user based model, we now have a wizard for adding extensions. This allows you to (list out options).
Extension Status – FONscore
Fonality Professional and Enterprise – pick and choose your version
Toll restriction – The ability to only allow certain dial plans to be dialed by certain users.
ACD improvements:
Queue autofill – rather than one call being distributed to an agent at a time, we can now pass calls to agents as they come into the queue, completely bypassing any music on hold if an agent is available.
Queue priority – The ability to prioritize one queue over another. This allows you to set up 'priority’ queues for special customers.
TTA SLA – How many calls were answered within X number of seconds?
Reasons – You can now create reasons for your agents that they have to choose when logging out of the queue. These can now be reported on.
ACD reports – new reports: Reason reports, SLA reports, export to CSV
Other CP stuff
Call quality reports
Phone settings – download config via LAN or via Internet
Enable firewall
HUD
New supported OS’s – Mac OSX 10.6 (Snow Leopard) and Windows 7
Linked HUD is here! Allows you to see call status, barge/monitor, view and join conference rooms, retrieve parked calls, add linked extensions to a queue, etc.
New permission to block chat on a per user basis.
HUDdy list – shows the people you talk to most often
Location settings – set your location
Transfer from on hold to another extension or voicemail box
Agent log out reasons
Agent per queue logout
Whisper
Notification when being barged or recorded
Permanent agent different icon
Readable server-side chat log
Format.xml – stored server side, and allows for custom modification of dialing preferences and caller ID display
HUD Queues
New queue stats: TTL SLA, Duration, Idle, Calls, Avg talk time
Light Bound can be your Virtual Service Provider. We help you answer that email and return the telephone call without worry.
LightBound is your Fonality Authorized Reseller for trixBox Pro Editions for VoIP PBX solutions both hosted and premise based IP Based Telephony with Enterprise, Call Center and UAE (SalesForce and SugarCRM integration) editions.
LightBound, your Virtual Service provider, can combine your managed servers hosting, Shared Storage server, voice and data services to provide you with a seamless Cloud Service that is economical and provides the business continuity that all businesses require regardless of their technical expertise.
LightBound is also expanding. Be on the lookout for our new state of the art 47,000 sq ft. Data Center coming out of the ground and available for occupancy in first or second quarter of 2011.
www.lightbound.net
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