Communication server

CMX - Communication Management Server

Our self-developed CMX (communication server) is an easy to use, intelligent phonecall and speech processing system. It can be combined with our AMX (alarm server) - a cost-saving synergy effect.

The modular communication server features high quality and an excellent cost-performance ratio. Every option builds a closed entity and optimizes everyday business.

The CMX is a multi-purpose call manager with the intention to automize and rationalize phone traffic.

CMX - Voice Mail

Personal welcome message which is recordable and configurable by phone
Automatic call forwarding to the mailbox if occupied or not available
Automatic displaying of new incoming messages
Activation and deactivation of the mailboxv
Remote inquiry, remote activation, remote recording
Password protection (PIN)
Daytime, overnight and holiday announcements
Multi language (english, german, french, italian)
Eight different welcome message per box by default with or without representatives
2 up to 180 lines per system
The message lenght and a message limit per mailbox can be set if required
Remote maintenance and configuration modification without operation interrupt
Notification by a phone call

CMX Voice Mail (Optionen)

Browser Interface

System administration over network (intranet / internet)
Users can listen to all the messages from the local network or via internet / intranet with a multimedia capable PC
Different personal welcome messages can be activated / deactivated via the browser. The welcome messages can be assigned to different timetables (day / night, week, holiday)

Notification when new messages have been received through

Offside Pager
SMS
Email (full integration into Microsofts Exchange server)

CMX - Zusatzmodule

Hotel Voicemail - with integration of the Hotel Check-In System
Audiotext - Inquiry of preconfigured speech messages (with menu selection)
Auto Attendant - Automated call acceptance and forwarding over menu selection
Fax On Demand - Inquiry of fax messages via phone with menu selection
Text-To-Speech - Text will be transformed to speech
Unified Messaging - Combination of standard VoiceMail, Browser Interface and Text-to-Speech
Interactive Voice Reponse (IVR) - Insertions and queries on different databases via phone

CMX - Call Center

Supervisor Monitor

The Supervisor Monitor allows online monitoring / monitoring of call center performance parameters and provides a comprehensive overview of the lost calls (including the callback list). The following parameters are visualised per service and agent:

Agent state (logged out, available, ringing, calling, post-processing, break)
Number of calls waiting
Number of calls served
Number of calls not answered
Number of calls aborted by customer
Number of calls switched
Total call duration
Average call duration

Agent Monitor

The Agent Monitor is the configuration and information tool at the agents desk. It provides information about the upcoming calls like desired service, VIP, waiting calls, agent state messages, etc. All the features are activated using the GUI (log on, log off, break, answer call, forward call, call-back, etc.).

Record of a conversation / listen in

To make it possible to continously improve and adapt customer service, record of a conversation between customer and agent and listen in for ongoing calls by the supervisors is supported. The record of a conversation will be started automatically according to predefined parameters:

Caller ID (CLIP, VIP, IVR, etc.)
Agent assignment
Call date, call time, call duration

Statistics / reporting

Data will be processed per service and agent as follows (per hour, day, week, month):

Number of calls assigned
Number of calls served
Number of calls lost
Average call duration
Total call duration
Total working hours

Technical integration

Connection to the public network integration of SS7, R1, R2 protocols
Connection to all well-established private branche exchange - analog, BRI, PRI, RS232, TCP/IP (SIP/RTC)
Database connections - AS400, Oracle, MS-SQL, MySQL, Sybase, DB/2, Informix, Xbase, etc.