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Unified Messaging is the
fusion of different types of communication services which empowers people using
different devices to communicate through different channels. The Unified
Messaging system integrates different communication media such as voice mail,
email, fax mail, etc into one mailbox so that users will be able to retrieve
voice, email messages and facsimile transmissions through a single interface of
choice.
The device could be any communication device such as normal wireline desk
phone, mobile or cell phone, personal digital assistant (PDA), pager, fax
machine, personal computer (PC), notebook, etc. The single interface could be
on any of the communication media such as email system (for example Microsoft®
Exchange, Lotus Notes®, etc), fax mail, voice mail, web browser, etc.
If it is an email system, voice recognition technology will be used to convert
the voice files into text so that the voice mail, email and fax mail could be
received via the email as text. In the same light, if the single interface is a
voice mail, text-to-speech technology will be used to convert the text from
email and fax mail to voice format.
Unified Messaging is suitable for all industries. To stay
ahead in the market place, businesses need to be able to react quickly to the
ever changing market landscape. As Unified Messaging is a powerful tool which
connects people for exchange of information and decision making, it is relevant
to all businesses.
Some of the more common users are:
In a traditional solution, the Unified Messaging system is a
separate sub-system connected to the main legacy phone system such as PABX. The
traditional Unified Messaging system contains a limited number of ports. Each
of the voice system, fax machine and email server are separately and externally
linked to the traditional Unified Messaging system as sub-systems. Each of
these sub-systems is connected to at least two ports in the traditional Unified
Messaging system; one is an external port used for receiving messages and the
other is an ordinary port for connecting the system to the traditional Unified
Messaging system.The external port could be a either voice or data
port. For instance, the PABX is connected to a voice port and an ordinary port
of the traditional Unified Messaging system. This enables
voice messages to be sent from the PABX to the traditional Unified Messaging
system. The fax server is linked to the traditional Unified Messaging system
via one data port and one ordinary port.The message in textual form is sent to
and from the fax server through the data port.The email server is also linked
to the traditional Unified Messaging system via local area network (LAN).The
email messages are transferred to the email server via TCP/IP (internet
protocol) over the LAN connection.
In the traditional Unified Messaging system, incoming voice
calls are received at the PABX. Facsimile transmissions are received at the fax
machines and emails are received by the email server.The voice message, fax
message and email are then sent to the traditional Unified Messaging
system.There is a table of identities (ID) of all the staff and their
respective extensions and email addresses within the traditional Unified
Messaging system.The traditional Unified Messaging system
identifies the recipient of the message and stores it along with the
recipient’s ID.
In the traditional Unified Messaging system, if the recipient
chooses to retrieve his messages via the phone, he invokes the interactive
voice response (IVR) system. The Unified Messaging system will
use its own text-to-speech technology to convert all textual messages to voice
format, send it back to his extension at the PABX via the voice port so that
the messages can be read to him.
If the recipient chooses to retrieve his messages via email using the
traditional Unified Messaging system, he logs into his email
account.The traditional Unified Messaging system will use its
speech recognition technology to convert his voice messages to textual format
and sent it to his email address at the email server via the network (TCP/IP)
so that he can view his email, fax as well as voice messages.
However if he wishes to send a fax out (using the traditional Unified
Messaging system), he must invoke an interactive voice response
(IVR) system to manually activate it before it can be sent.This is because the
voice and fax ports are also not interchangeable. A portthat is being used for
voice communication cannot be simultaneously used for fax services too.In some
traditional systems, it is possible for the fax mail to be integrated with the
email system but the voice mail cannot be integrated with the fax or email
systems.
The PowerX2011™ telecom server is based on a much more advanced concept.All the
different communication systems are seamlessly integrated into one box.There is
no need for additional ports to connect each of the communication system.
The PowerX2011™ telecom server uses a revolutionary technique such that every
port has resources for Unified Messaging without any need to
transfer the message to and fro. The same port used for voice is also used for
fax services.In fact, it is possible for the user at the same port to receive
an incoming fax while he is speaking to someone using the same line.
When a customer calls the company and leaves a voice message, it is stored as a
voice file in the voice mail. Likewise when a customer sends an email to the
company, it is kept in the mailbox of the email system until it is
retrieved.Without Unified Messaging, in order to receive each of these mail,
the company staff, agent or representative needs to log in and out of each of
these systems to retrieve the mail. This is very cumbersome and time consuming.
Besides he may miss out on important mail if he forgets to log into any of the
systems. The Unified Messaging system resolves these problems by enabling the
company staff, agent or representative to retrieve all his mail on a single
preferred platform.
For instance, both executives John and Larry work for the same department. John
is a busy sales executive and always lines up a series of appointments with
clients outside of the company. He chooses to use his mobile to retrieve his
voice mail, email and fax mail in between meetings. When incoming communication
is received, the following takes place:
In this way, John can continue to service his customers when he is physically
outside of the office.
In this example, Larry has been posted overseas.He chooses to use his notebook
to obtain his messages.When his incoming communication is received by the
system, the following takes place:
* Note that Unified Messaging allows each person to use his
preferred device to access his communication. The PowerX2011™ telecom server
Unified Messaging system fully supports this principle. John uses a cell phone
while Larry uses a notebook. As much as they are not confined to the use of a
particular device, they can also access the system at any time most suitable
for them. Besides obvious savings in cost (in the case of Larry) in downloading
mail instead of incurring IDD charges (International Direct Dialing) to listen
to them, the system is able to convert all the communication received to either
spoken or written form.This represents great savings and convenience to the
user.
Traditionally, the Unified Messaging server only covers the following:
This is clearly inadequate for today’s information era where there is a
multitude of ways to communicate.The PowerX2011™ telecom server, being a
forerunner in Unified Messaging, provides a complete multifaceted solution to
serve multiple channels from a single platform. The range includes:
This is clearly inadequate for today’s information era where there is a
multitude of ways to communicate.The PowerX2011™ telecom server, being a
forerunner in Unified Messaging , provides a complete
multifaceted solution to serve multiple channels from a single platform. The
range includes:
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Today’s executives are highly mobile. Hence unified messaging plays an
increasingly important part in enabling today’s busy executives to function
while on the move.
As a feature rich comprehensive unified messaging solution, the PowerX2011™
telecom server plays a major role towards the success of the company by helping
people stay successfully connected at all times wherever they are.Since all
companies need to stay ahead of their competition, the PowerX2011™ telecom
server is relevant to all businesses regardless of size.
It comes in three versions; Standard, Professional and Enterprise versions to
meet the demands of all business organizations from small to medium to large
corporations; both local and global and including multinational companies. Its
media coverage extends to all possible communication channels and includes
voice mail for normal wireline calls, wireless calls, and web calls, instant
messaging services, SMS, paging, Windows® CE, fax, email.
The PowerX2011™ telecom server is designed with future expansion in mind. It is
fully scalable and can scale to as many as 5,072 ports.Any feature within the
PowerX2011™ telecom server which is not immediately required can be activated
at a later stage.All features are housed within a single unit so there is no
need to worry about finding additional space for storing additional equipment
for future expansion. It even provides free software upgrades during its
maintenance period so that companies will always benefit from any new
technology and improvements made to the PowerX2011™ telecom server as a result
of changing market situations.
Unified messaging provides the following benefits:
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The unified messaging module within the PowerX2011™ telecom server comprises the
following exciting features:
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