Security first! The functionalities of Orchestra IP PBX can be password protected, for example: Voice Mail or User Interface access, possibility to activate/deactivate the switchboard services, the possibility to make external and international calls, remote access and authentication. Also, it is possible to centralize the authentication on external devices supporting LDAP or Active Directory protocols in order to simplify ad centralize the management by the administrator.
Orchestra IP PBX supports any kind of IP telephone or softphone with SIP protocol, but in order to maximize its performance it is advised to connect the IP VoiSmart telephones or to use the VoiSmart softphone. The VoiSmart softphone can be installed as a standalone device, integrated with the instant messaging client or with the Microsoft Outlook plug-in.
Features at a glance
- Multilingual interface defined by user (English, French, German, Italian, Dutch and more on request)
- User, Operator, Supervisor and SysAd functions integrated in the same environment
- Broad level of permissions and profiles
- Personal, general, group phonebook and external with LDAP protocol
- Centralized Authentication by PBX master, external LDAP and Active Directory
- Virtual Operator Panel
- Operator Post for visually impaired
- Real time call recording
- Text to Speech support
- Graphic Dial Plan editor
- Statistics and graphs for calls and system
- Multi LCR for users and group of users
- Full control of call management
- Unified dial plan multi branches
- Online updates
- Remote assistant using VPN
- Autoprovisioning IP phones and remote phone book
- Alarms with e-mail notify and Automatic Backup
- Internal Firewall
- Internal DHCP Server
- Diagnostic and Wizard
- Supported Codec : ADPCM, G.711 (A-Law & μ-Law), G.722, G.723.1 (pass through), G.726, G.729 (extra license requested), GSM, iLBC, Linear, LPC-10, Speex
- VoiceMail for accounts, password protection, call notification, lost calls and voicemail presence indication
- Access to VoiceMail through phone, browser, e-mail, web and SMS(optional)
- Customizable voice messages
- Fully customizable auto attendant (day, night, weekend, holidays)
- Fully programmable IVR platform
- Flexible extensions numbering
- Multilines extensions
- DISA (Direct Inward System Access)
- Multiple audio conference rooms
- Unlimited audio conference users (limited by the specific IP PBX nominal lines)
- LDAP directory services
- Local phonebooks: Public, Personal, Groups, Extensions
- Shared phonebooks: LDAP, remote PBXs
- Fully programmable call queuing functions (round robin, ring all, random, least recent, fewest calls)
- Call Details Record (access based on privileges)
- Call Details Record by lines and telecom operator
- System statistics and graphs
- Calls user and queues statistics and graphs
- Calls logging (missed calls, dialed calls)
- ACD (Automatic Call Distribution)
- Remote and local Agents support
- Authentication service on active directories and LDAP
- Intercom service on ip phones
- Programmable multiple Least Cost Routing on real cost
- Recording call suite (access based on privileges)
- Distinctive ringing (depending on ip phone)
- Remote phonebooks on ip phones (depending on ip phone model)
- Operator panel and Presence on PC (web or stand-alone)
- speed dial phonebook
- Computer-Telephony Integration
- Call waiting
- Caller ID identification
- call waiting indication (caller ID on call waiting)
- Caller name display
- Caller ID Blocking
- Call forwarding on busy
- Call forwarding on no answer
- Call forwarding to other extension, group, operator
- Call forwarding based on caller ID
- Call transfer blind
- Call transfer assisted
- Call transfer parking
- Call transfer retrieval
- Call waiting management
- Remote Call pickup
- Call-hunting services
- Call-back on busy
- Do Not Disturb, DND function
- Call-hunting multilevel
- Call back functions
- Director-secretary services
- Speed dialing
- Music on Hold, Music on Transfer
- Music and messages: Flexible MP3 based system, Volume Control, Random Play, Linear Play
Answering Machine/Voice Mail. Orchestra IP PBX allows the management of answering machine messages (listening, saving, deleting, forwarding) through both telephone and User Interface. Upon receiving new messages, the user will get an e-mail notification (through the e-mail address specified in the user configuration). The integrated Voice Mail system will allow messages to be received anywhere as long as an internet connection will be available. Through the web interface you can access and handle your messages and the access is password protected. The archiving of old messages can be performed on different files (personal, work and friends). The digital voice mail messages can be listened individually, not necessarily all over from the beginning and can be deleted after listening or simply moved in pre-defined directories. The new message alert is available both on the web interface and on the telephone.
Personalized Voice Mail. Each user has a voice mail that can be customized with “busy” or “away” messages, for example: “This is the voice mail of XXX. I am out of office at the moment, please leave a message and you will be called back as soon as possible!” Vocal messages can be added directly from the answering machine menu; alternatively you can just leave the messages recorded in the default settings. Normally the voice mail messages available are as many as the Orchestra IP PBX users, however in the customized versions multiple voice mails can be requested for each user.
Night Service. Orchestra IP PBX can be set up for automated reply messaging during specific days or closing times (holidays, weekends, lunch breaks, and so on). The service can be activated/deactivated directly from the telephone o through the web interface. The service may be programmed for any needs including local holidays, and unplanned holidays. The service allows the playing of audio files and can perform specific operations (for example: automated transfer of calls to another site, and so on). Through the night service, suitably configured in multi-branch applications, it is possible to divert calls from a closed branch (for example during local holidays) to another open branch, thus extending the office opening hours.
IVR Platform/Interactive Voice Responder.The VoiSmart PBX answers automatically the inbound calls and distribute them to users or queues if needed. For example, you can add an initial welcome message followed by an initial menu for selection of specific offices or departments. The responder is completely programmable, multilevel and interfaceable with data bases or evolved services applications (for example the credit towards a help desk service or the gathering of users’ data). It is possible to add customized messages, even while the user is holding on a specific queue; the message may also include information on the queuing position or the remaining waiting time until the Operator is available.
Call Hunting. The Call Hunting service allows the planning of strategic calls to alternative telephone numbers, according to the following criteria, in case the number called (extension) is not available. It includes various options:
- Status: busy, not available, no answer, always
- Number: entering numbers to be called
- Timeout: (expressed in seconds) time limit for answering the diverted call. If the call is unanswered within the set up time limit, the system will call the following number until it reaches the end of the list.
The dual mode telephones (GSM-WiFi) with a Call Hunting service deliver an immediate and evolved mobility service. For example you can make and receive calls through the terminal as if it were a switchboard’s extension, using both the WiFi and the GSM networks. For example, when the mobile will be close to any WiFi access point the telephone calls will be sent/received automatically through the data network, therefore at zero cost. In case of absence of a WiFi signal the mobility service will be delivered anyway through the GSM network.
Call Back. The Call Back service allows making calls by charging their cost to the switchboard instead of the caller’s user. It’s a useful tool to “receive” calls from mission staff without handling cost charges, or to facilitate calls from customers or users with particular services. When configured suitably and in connection with VoIP services, it can help optimize roaming costs for international calls.
CDR. The CDR service (Call Detail Record) gives the list of all the calls made and received through the switchboard, complete with all details such as date, time, length, callers and recipients’ telephone numbers and much more. The telephone numbers may have the last 3 digits encrypted or displayed, depending on the permission levels assigned to the users for privacy reasons.
Orchestra IP PBX allows the recording and displaying of all the details related to the calls made, their length and the relevant costs (according to the rate plan assigned). Thanks to the User Interface the administrator can add the telephone rates applied by the selected suppliers according to calling times and area codes. The data are then used by the system to calculate the calls’ cost. For convenience of use all details can be printed and archived or used for statistic purposes and research on cost optimization and processes.
LCR. Orchestra IP PBX is equipped with a LCR system (Least Cost Routing) which is easily programmable and allows the selection of the line to be used for each outbound call, in order to minimize costs by using the most convenient line according to the number called or the time. Through the LCR section it is possible to set up the preferences for the calls’ routing to different lines.
The LCR function may also be used to block a device or a user’s access to specific numbers, to define groups of users and relevant access permissions for external calls.
Interphone. The interphone function allows making direct and speaker calls to a defined group of extensions. It is possible to have multiple interphones to call different groups of extensions. Each interphone is identified by a different number. The interphone functionality is only available on certain types of IP telephones.
Conference Call functions. With Orchestra IP PBX you can organize conference calls with all extensions and also with external numbers. With the Conference Call function you can communicate with multiple users simultaneously: there are no limits to the numbers that can be connected – both internally and externally – in a conference call. Multiple numbers may be dedicated to this function in order to allow more calls during a conference. Other configurable options are for example: the possibility to enter a password to obtain access to a conference or allow some users to obtain access with “listening” mode only.
Agenda. Thanks to the intuitive calendar management it is possible to memorize events and plan conferences.
- Alarm: event definition; time and date scheduling; definition of repetition and end of event; identification of numbers to be called; adding of audio/recorded messages files to be linked to events; repetition mode with number of tries and intervals between multiple tries.
- Conference Events: event definition; time and date scheduling; definition of repetition and end of event; identification of numbers to be called; direct introduction of number called in the telephone meeting room; planner of all scheduled events.
Call Waiting Music. To download, modify and delete the sound files recorded in the switchboard that are used for night services, queues, busy lines and every time a vocal communication to a connected user is needed. One or more music files may be added; when a single file is present (MP3 format) this will be reproduced over and over, whereas more files will be reproduced in sequence.
Support of ACD functions. Orchestra IP PBX supports the ACD functions (Automatic Call Dispatch) for both local and remote agents. The PBX allows queuing management, which consists in distributing calls automatically to specific “response groups” according to pre-defined rules (programmable).
The queuing management allows having multiple waiting calls on the same extension. When a caller reaches a busy extension he won’t hear the busy tone, but he will be automatically put on hold (listening the music, if present) until the extension is available or the call is picked up by another extension. Multiple queues may be created for each extension or groups of extensions, generally according to the responder’s pre-defined settings.
Statistics. The Statistics function will allow you to obtain a whole range of information regarding traffic and performance related to the system, the queues or the users.
- Queues Statistics: number of calls received; number of calls completed; number of lost calls; average length of calls; total waiting time; average waiting time; average waiting time for a lost call; daily calls rate; daily rate of completed calls; daily rate of lost calls.
- Users Statistics: outbound calls; received calls; total duration of calls.
Operator Functions. The VoiSmart switchboards include a virtual Operator Post (on PC). Through the web interface or the VoiSmanNET application it is possible to have an operator panel on the PC with the following functions:
- Customizable Extension Supervision
- Drag and Drop for call transfers
- Managing calls in queue through the “Drag and Drop” technique
- Adding and removing agents in queue from the Operator Post
- Call Parking with a single click
- Address Book integrated in the Operator Panel
- Call history integrated in the Operator Panel
- The caller panel – with limited functions – is available for all users, not only for the main operator.
Operator Post for visually impaired. The VoiSmonitor telephone bar allows the mapping of a Braille keyboard (optional) connected to the PC and allows visually impaired Operators to read or listen to all information displaying on video in Braille format.
The keyboard may be used to transfer calls, to browse the Address Book and perform all necessary operations without using the telephone keys. The keyboard is operated by a system (software) of screen reading/magnifier which allows the visually impaired to receive on their keyboard the most significant data appearing on the screen or to highlight specific areas.
The software system used in alternative to the Braille keyboard is able to reproduce a vocal synthesis of the fields/data displaying on the screen. The VoiSmonitor telephone bar may be used with several technologies of screen reading and vocal synthesis.