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Sound Telecom Glossary
Solaxis Feature Glossary
Solaxis Terms Glossary
Abandon Eliminator
An Abandoned call is one in which the caller dials into the call center but hangs up or is disconnected before being handled by an operator. Abandon Eliminator, through the use of ANI, will attempt to make an outbound call to this caller.
Abandonment Rate
The rate of inbound calls that result in the caller hanging up before an agent is available to respond.
Account-based Marketing
A marketing promotion that generally requires multiple contacts over time to secure an order and requires that the notes from each contact be made available on future contact attempts.
ACD (automatic call distributor)
A machine that receives incoming phone calls and routes them to the proper TSR or IVRU station.
ADRMP (automatic dialing recorded message players)
Auto-dialing machines that play a prerecorded message to anyone who picks up the phone without the intervention of a live agent.
All Trunks Busy Event
Telephone trunks can be assigned to a trunk group. Call switching platforms equipped with an All Trunks Busy Event can now look at each trunk group and, if call trunks within a group are busy, generates a system event. This can be used to alert management about potential trunk problems.
ANI (Automatic Number Identification)
A service feature in which the directory number or equipment number of a calling station is automatically obtained. ANI can be used in message accounting and tracking telephone calls. Essentially, ANI is a code that provides the billing number of the line or trunk that originated a telephone call. ANI may also be used to identify a calling party and may be used as a call back number.
Assessment Forms for Quality Assurance
Assessment Forms and QA (Quality Assurance) forms are a set of standardized questions, parameters and/or criteria that best summarize the type of data that an organization hopes to capture about a particular process. Data collected from Assessment forms can then be compiled and reviewed to analyze trends in service, efficiency and more.
Auto Answer
Auto Answer is a mechanism used by Telephone Answering and Call Center Services to place an incoming call into a queue until it can be processed by an available agent. The auto answer will allow the call to be rapidly “answered” by an automated attendant so that the dialing customer will feel that they are being handled in a timely fashion. Queues can then provide the caller with information pertinent to their call or simple music on hold.
Auto Attendant
Call-answering machines that allow callers to route their own call to the correct person without the intervention of a live agent.
Automated Call Distribution (ACD) Call Queuing Announcements
Call Distribution is the process of arranging how and when calls go to operators and operator stations. With Infinity’s Call Distribution capabilities, you can create a customized call distribution structure tailored to meet the needs of your clients and still get the maximum benefits from your operators and equipment.
Automated Call Distribution ACD Call Routing
Automated Call Distribution (ACD) is a workforce management process that allows incoming client calls to be routed to a pre-selected group of agents or remote work staff. Call routing patterns can be customized to suit client and business needs.
Auto Call Gateway
An Auto Call Gateway application allows call dialouts to be automatically initiated on a scheduled basis. Auto Call Gateway allows these dialouts to be fed into a call switching platform from external sources such as a database or other applications.
Auto Connect
Auto-Connect is a client feature that prioritizes selected clients so that their calls are automatically connected to operators. No keys need to be pressed. The operator simply hears a beep before the call is connected.
Automated Paging
This feature combines the power of the custom status phrases and greetings with paging to provide automated paging services that can be accomplished without involving an operator.
B-to-B (Business-to-Business a.k.a. B2B)
Marketing business products to business enterprises for use in business situations.
Bill-me Option
An optional payment method that involves sending out an invoice and a series of reminders, if necessary, to secure payment for the product or service ordered.
Blended Agent
A TSR who has been trained to move back and forth between inbound and outbound calls in such a way that each handled may be either inbound or outbound depending upon what is occurring in the telecenter at that point in time (See also universal agent).
Callback Verification
A post sale, order-verification process that involves calling customers back on the phone, usually 12 to 24 hours later, to verify the authenticity of the order and the accuracy of the data collected.
Call Box Behavior
Some call switching platforms can now support a telephone interface to emergency call box systems, which sends in-band signaling to tell the system of the ID of the call box.
Caller ID
Technology that uses the ANI of the caller to display the caller’s phone number of a called party’s phone.
Call-me Button
A website button that customers can click on to request contact with a live agent.
Call Reassign Time
Call Reassign Time allows you to set the total number of rings that a call makes to an operator before it is returned to general queue distribution.
Call Switching Internal Chat
Call Switching platforms with Internal Chat contain an instant messaging system that allows operators and supervisors to communicate in real time via text chat messages. This allows operators to communicate without leaving their workstations or disconnecting from a call.
Call Switching Overflow
A Call Switching Overflow feature recognizes when operators are overburdened with calls and assists with call distribution. When additional operators log in, Infinity automatically permits additional call traffic with no need to manually change the Overflow threshold.
Call Switching Overflow – External Host
Call Switching Overflow can distribute calls to an External Host if a call center is too overburdened to handle call traffic. Calls are routed to the External Host via a “Day or Night” client number.
Call Switching Directories
This is a powerful directory database that allows sites to create up to 2000 directories, each with custom layouts. Some call switching platforms provide the directory information to users on the Local Area Network as well as the intranet or Internet via the web application interface. Users who access the web directory can initate pages or e- mails from the directory interface after they have located their selected party.
Call Transfer (Call Patching)
Call Transfer (also known as Call Patching) is the process by which a Telephone Answering Service agent answers an incoming call and then “transfers” or “patches” the call thru to another line. The agent can facilitate the transfer process and provide a “warm” transfer in which the call is announced by the agent to the receiving party prior to them accepting the call.
Client Call Limit
Client Call Limit is the ability to set a limit to the total number of calls that can be received by one client simultaneously. This prevents busy clients from tying up trunk lines for other callers.
Code Call Popup
When a code call comes into a call switching platform, the system can be set up to provide a pop-up alert message to all operators. This alert ensures that all operators are aware that a code call has arrived and has been assigned to an operator.
Cold Calling
Making a phone call to a prospect that has not indicated prior interest and has not been exposed to other targeted advertising media, such as direct mail, prior to the call.
Compiled List
A list compiled from publicly available sources such as driver’s license records or telephone directories.
Confirming Retest
A second test conducted to establish the validity of an initial test The size of a confirming retest is often double (but never more than 10 times) the quantity of names and orders in the original test.
Contact Rate
A measure of the ability to reach people on the phone over a fixed period of time It is often measured in leads used per hour (LUPH).
Convergence
A term used to describe the fact that telephones, computers, televisions, and other consumer appliances will be blending together into one appliance in the future.
Conversion Rate
Orders taken (sales) divided by the total leads used (TLU) It is measured as a percentage and is usually the critical measure of performance for telemarketing campaigns, especially those where the compensation is organized around a PI rate (cost per order) rather than an hourly rate.
Client Forms
Each client can have a customized Text Message Form with front and back pages.
Client Listen with External Access and Review (CLEAR)
Call Center clients may listen to any live operator calls on their account by placing a phone call into the Infinity call switching platform. When the client calls in, Infinity searches for live calls in real time that match the client’s account and automatically audits the calls, one at a time, rotating to the next call every 10 seconds. Client’s have selective listening ability by using DTMF tones to control call rollovers.
Co-op Advertising
An advertising medium in which a number of different marketers share the cost of sending out a direct mail piece.
Conferencing
Participating in or maintaining a discussion usually between two or more parties supported by computer or telecommunications technology.
Conference Moderator
The Conference Moderator has the ability to add, delete and control all parties involved in a conference.
Cross-sell Promotion
A promotion that offers a product similar in nature and compatible with a product that the customer already owns.
CSR (Customer Service Rep)
An inbound agent whose primary responsibility is to handle customer service/support calls CSRs generally do not handle order taking except on a customer-demand basis.
CTI (Computer Telephony Integration)
The linking of the computer and the telephone so that the voice and data portions of the communication come together to assist the caller and the agent in securing a successful outcome to the call.
Custom Message Delivery
Custom Message Delivery provides power and flexibility, allowing you to increase your revenue and increase your efficiency through expanded message dispatching options. Messages can be delivered via email, fax, mail, text-to-cell, pager, or Web-based portal.
Customized Fax Coverpages
Outgoing faxes can be appended with customized fax coverpages.
Customized Fax Formats
Outgoing faxes can be sent in single or double column format.
Decision Maker
The person with the authority to make a buying decision.
Dedicated Environment
A telecenter environment where the TSRs are assigned to work on only one client program. They continue to work on that program exclusively for as long as the campaign remains active. There are varying degrees of dedication The highest level of dedication would not only have the TSRs dedicated to a single campaign, but also would have the rest of the telecenter management and staff similarly dedicated. The goal in this case would be to have no other programs running simultaneously in the telecenter.
Demo Calls
Demonstration calls made by trainers and supervisors for the purpose of demonstrating proper call techniques to TSRs.
Digital Phone Emulation
Some call switching platforms can integrate with many of the major PBXs on the market utilizing Digital Phone Emulation cards from Intel. The Digital Phone Emulation cards allow Infinity to perform all call- processing functions that an individual using a digital telephone set connected to the PBX would be able to perform.
Direct Check In
A Check In line is set up for a client and the voice announcer greets clients, describes the number of messages, and offers other check-in options. Thus, some clients will never have to talk to an operator to pick up their messages. (Transferring to an operator is always one of the check-in options and is necessary to pick up text messages.)
Disaster Recovery
The process of recovering from an incident that caused an interruption of normal telemarketing activities.
DNIS (Dialed Number Identification Services)
Technology that recognizes which phone number the caller has dialed to reach the telecenter, thereby allowing the TSR to know in advance which promotion the caller is responding to.
Do-Not-Call Requirements (DNC)
Requirements under the TCPA and Telephone Sales Rule that require marketers to maintain lists of customers who have asked not to be called in the future and to purge those records from future telemarketing campaigns.
DRTV (Direct-Response Television)
Advertising for a product or service using television as the medium Responders typically are asked to call a toll-free phone number to place an order or receive additional information.
Editing Specials Archive
The Editing Specials Archive saves a copy of a Special that has been edited and keeps the original intact for record-keeping.
Electronic Registration Names
Names of customers who have registered the purchase of a product by sending that information to the manufacturer via e-mail or the Internet.
Enhanced Hold
Some call switching platforms can now be configured to utilize a new Enhanced Hold feature. The Enhanced Hold feature allows you to enable the following functions:
- Average Time to Answer Announcement
- Repeating Custom Auto-Answer
- Custom Auto-Answer Greeting
- Exit to Voicemail
- Exit to Another Client
Extended Answer Phrase
The Client Answer Phrase has been extended from 38 to 76 characters.
Expiring Specials
The ability to control time-sensitive, sometimes temporary, information with call control software so that call center agents can act on critical information in a timely manner.
Fax on Demand
The Fax on Demand feature allows callers to dial into a call switching platform and request a specific document be faxed to them, perhaps a marketing piece or a registration form. A Directory of Documents provides a list all documents that might be requested. A limit can be set on how many documents can be requested per telephone call. Systems can also be configured to allow recipients to revert fax deliveries to alternate fax numbers. Agents can also be enlisted to assist the process by answering an inbound call and then automatically forwarding a stored fax on the system.
Fax to PDF
This feature allows for a fax to be emailed as a PDF file provided Adobe Acrobat is installed on the computer.
Fixed-Length Fields
Data records in which each piece of data starts in the same position regardless of how long the previous data components are (Example: The name always starts in position 1 and there are 30 positions available to record the name The address always starts at position 31 and also runs for 30 positions even if the name only uses 15 of the 30 available positions).
Fixed Record Length
Each individual record is always the same number of overall positions in length, regardless of how many positions are actually populated with data.
Free Trial Offer
An offer that includes an opportunity for the customer to try out the product or service for a predetermined period before the sale becomes final and the customer is expected to make a final purchase decision.
Frequent Rejecters
Customers who have a history of ordering and then returning a product or service.
Front End
Referring to the initial results of a telemarketing campaign up to the point of order entry but prior to the fulfillment of the product or service Front-end results do not include payments, returns, and bad debt.
Fulfillment
The process of delivering the product or service to the customer.
Fulfillment House
An agency or business unit that handles the processing, shipping, billing, and collecting of a direct-sold order.
GUI (Graphical User Interface)
Technology that uses computer icons that allows users to move from one page of data to another by simply clicking.
Hard Offer
An offer that asks the customer to make a final purchase decision without the possibility of return unless the product or service is defective.
Holiday Schedule Entry
Some call switching platforms can includes a Holiday setting to allow controlling whether recurring jobs should be executed on Holidays or not.
Hot Offer
Technology that allows a TSR to transfer a customer call to another person, usually with all of the data as well as the voice portion of the communication intact.
Hot-Line Names
Names of customers or prospects that have just been added to a list (usually within the last three months).
House File
Names of customers and prospects from a company’s own database.
HTML (Hypertext Markup Language)
The language used to build Web pages.
Inbound Telemarketing
Telemarketing discipline that involves having TSRs respond to calls initiated by a customer/prospect.
Ineligibles
Call-outcome category for individuals who are determined to be inappropriate prospects for a particular promotion.
IVRU (Interactive Voice Response Unit)
Technology that allows inbound callers to interact with a computer by pressing the number and symbol keys on their telephone.
Lead Generation
The process of identifying prospects for a specific product or service.
Lead Qualification
The process of qualifying suspected prospects for a product or service while generating sufficient interest to warrant a follow-up contact.
Lead Rotator Services
A Lead Rotator service is generally provided by a call center and is one in which incoming calls are distributed evenly amongst any one of several recipients. A typical example might be one in which an organization that is generating multiple inbound sales queries hires the Lead Rotator services of a call center to ensure that no single sales agent within their group receives more sales queries than any other agent.
Level of Service
The percentage of all inbound calls that will be answered within a predetermined amount of time In essence it is a measure of the promptness of response to the inbound call.
List Fatigue
A condition that occurs when a list is mailed or called too frequently, which results in many of the prospects on the list declining during multiple contact attempts.
List Penetration
A telemarketing metric that measures the percentage of the list universe that has achieved a final resolution.
List Selection
The process of selecting names from a larger inventory to use for a specific campaign.
LUPH (Leads Used per Hour)
A telemarketing metric that is used to measure the contact rate of a program A used lead is one that has achieved a final resolution, meaning it will not be returned to the telecenter for another contact attempt.
Mail Drop
Usually refers to the date on which a direct mail piece was delivered to the post office for deliver to the customer/prospect.
Merge-Purge
The process of matching one group of records with another for the purpose of eliminating duplicates.
Monitor Checklists
Written reports that evaluate how TSRs are handling phone calls from both a quality and a productivity standpoint.
MPS (Mail Preference Service)
A list of people maintained by the DMA who have asked to be removed from as many direct mail lists as possible.
Music On Hold
A call switching platform can play music on hold either upon answering client calls and queuing them, or while a caller is on hold awaiting a call transfer or additional operator assistance. This feature can be customized for the system.
NCOA (National Change of Address)
A database available to marketers that will update the records of people who have recently changed their mailing address.
120-Day Rule
An industry standard that suggests a minimum of 120 days between successive telemarketing attempts to the same individual.
On Call Follow-Me
Some call switching platforms will proactively track an on-call representative at the appropriate phone numbers programmed into the system. All the while, the calling party is kept aware of call progress through a series of informative prompts.
On-Call Scheduler
The On Call Scheduler by Amtelco is a Web Services feature that allows call center customers to access their on-call information over a web-based connection, greatly streamlining the time required to keep schedules up-to-date. A typical customer on-call schedule might indicate specific information about how and when to relay incoming call information and to whom.
One-Shot Promotion
A marketing promotion that involves only one shipment of a product or service.
Online Appointment Scheduling
Online Appointment Scheduling is a web-hosted software application that allows multiple parties to log in to a schedule and book appointments. Online appointment scheduling applications have a real-time advantage and are designed with custom specifications in mind such as appointments per hour, type and length of appointments.
On Time Verification and Check-in Services
On Time Verification and Check-in Services are generally provided by a call center and provide a method of tracking incoming calls, providing a date and time stamp and confirming that a call from a particular location is received at a pre-specified time. A typical example of such a service would be an organization with multiple branches or locations. This organization will hire a call center’s Management Check-in Service to allow them the ability to ensure that branch location personnel are on-time and ready to open for business.
Operator Initiated Voice and Digital Paging
The preconfigured dial command allows an operator to initiate a digital page and immediately move on to another task. It also allows an operator to initiate a voice page and immediately move on to another task. When the voice page is initiated, the call switching system will remove the call from the screen and will complete the voice page in the background.
Opt-Out
An opportunity for customers to request that their names not be shared with other companies for marketing purposes.
Order Acquisition Cost
The full cost to acquire an order.
Outbound Telemarketing
Telemarketing discipline that involves TSRs proactively contacting potential prospects and customers from a pre-selected list using the telephone as the mode of communication.
Outside List
A list of prospects that comes form either another company’s house file or a compiled list.
Outside Service Bureau
A company that can provide services such as telemarketing, fulfillment, or database management on a contract basis.
Pager Services
Pager Services are provided by a Telephone Answering Service and are the means by which incoming phone calls are answered then message information is retrieved and delivered to a customer on a pager or other wireless device. Pager Services can vary greatly and are defined by the demands of the customer in terms of how they need their messages processed and how frequently the must have them delivered.
Perfect Answer
A call switching platform can be programmed to answer a client’s calls with a pre-recorded operator’s voice (either generic male/female or operator specific). This eliminates the possibility of mistakes during answer and ensures 100% accuracy with every answer.
Performance-Based Pricing
A synonym for working on a PI basis where you pay a negotiated commission for orders received in good order at your fulfillment center.
Phone Screener
A person who intercepts calls made to a decision maker for the purpose of qualifying their importance and relevance to the needs of the decision maker and the business enterprise.
Predictive Dialer
Computer that networks TSR work stations with open telephone lines for the purpose of timing outbound calls and thereby keeping unproductive time between phone calls to a minimum.
Premium
A product or service that is positioned as a free gift within the context of an offer - some premium-enhanced offers require payment for the product or service before the premium may be kept on a no-charge basis.
Premium Bandit
A slang term that refers to customers who respond to an offer only because they want the premium; these customers have no intention of keeping and paying for the preview product.
Price Test
A test that measures the response to an offer with different price points as the only variable.
Privacy Manager
Technology that intercepts call that do not have ANIs attached and asks callers to identify themselves before the call rings at the called party’s location.
Quality Assurance
A quality management strategy that is more focused on customer reactions and attempts to provide insight on how programs can be improved for the mutual benefit of the client, telecenter, and customer.
Relationship Marketing
A marketing strategy that recognizes the need for the buyer and seller to build a relationship of mutual trust and respect over a period of time before the buyer can be expected to say yes o the offer.
Remote Monitoring
The process of listening to and evaluating telemarketing phone calls without being noticed by either the TSR or the customer on the other end of the phone.
Renewal Offer
An offer structure that attempts to renew a subscription or continuity membership.
Response List
A list that has been generated by previous response to a direct marketing offer.
Response Rate
A measure of productivity that is often used interchangeably with conversion rate, but can also be used to mean the number of orders divided by the entire universe of names available, not just the leads used.
Return
The designation that is applied to an order when the customer decides to return the order to the seller for a credit or refund.
Revert to Operator
A “Revert-to-Operator” is a voicemail service that is configured to reroute an incoming call to an outside number. A typical use of a Revert-to-Operator is one in which a company has their calls forwarded to voicemail. When the caller arrives at the voicemail service they are given an option to leave a message or be routed to another number which can direct them to a “Live Operator” who will further handle their request.
RFM (Recency/Frequency/Monetary Value)
A widely recognized matrix used to segment lists and make predictions as to which parts will be most responsive to future offers.
Ring Count Control
The Ring Count control can be used to control when calls are assigned to an operator. This feature can be designated with day and night behaviors.
Risk-Free Offer
An offer structure that allows customers to try out a product with the assurance that they can return it with no further risk or obligation if it does not suit their needs.
Role-Playing
A training technique that involves TSRs and trainers acting out the parts of callers and customers for the purpose of gaining comfort with the dialogue associated with the script.
Rollout
The process of calling the remaining names from a list universe after the initial test has proved successful.
Seasonality
Marketing influences that are connected with the season of the year during which the promotion is being run.
Segmentation
The process of splitting a list into smaller subsets with the expectation that each segment will have a slightly different response rate.
Semidedicated Environment
A telecenter environment where the TSRs may be asked to handle calls for a small group (two to six) of different programs.
Semiduplicate Listings
Business listings for multiple people within the same organization where the calls are routed through one main phone number.
Shared Environment
A telecenter environment where the TSRs may handle calls for 10, 20, 30, or more different programs at a time, never knowing from which of the programs the next call will be.
SIC (Standard Industrial Classification)
A numerical coding system devised by the government to classify businesses by the nature of the business activity.
Soft Offer
An offer that allows the customer to try out the product or service without obligation before making a final purchase decision (See also hard offer).
SPH (Sales per Hour)
A telemarketing formula that measures the number of orders divided by the amount of time (in hours) that it took to generate them. This is a prime productivity formula for hourly based compensation telemarketing programs It is not important in a PH-based compensation program.
Staffing
This is the process of determining how many people are required on the phones to maintain the established service levels or to achieve the programs sales goals.
Status Greetings
Status Greetings allow each site create custom statuses for each account. Each status can also have a voice greeting associated with it to inform callers of the current status.
Suppression
Names that are withdrawn from the calling or mailing inventories either because they have asked to be removed from the promotion lists or because they have recently received another offer from the same company. These names need to be “rested” before they can be promoted to again.
System Database Backup
A System Database Backup can create a system-wide backup to ensure that critical account information is not lost in the event of an outage.
System Forms
System forms have utility for a range of clients with similar text messaging needs. Other System Forms could be designed for sales orders or other such specialized messaging.
Taped Confirmation
The process of creating an audio record of the conversion between a TSR and a customer once the customer has said yes to the offer and the TSR is delivering the dialogue from the confirmation section of the script.
TCPA (Telphone Consumer Protection Act of 1991)
The first federal law designed to regulate the activities of legitimate telemarketing organizations.
Telemarketing
The business of using the telephone to establish a direct one-to-one communication between a seller and a buyer for the purpose of moving goods or services from a producer to a customer.
Telemarketing and Consumer Fraud and Abuse Protection Act of 1994
Federal legislation designed to protect consumers from telemarketers who use deceptive sales practices.
Telemarketing Sales Rule (“The Rule”)
Regulations written by the FTC (Federal Trade Commission) to implement the Telemarketing and Consumer Fraud and Abuse Protection Act of 1994.
Telephone Problems
An outcome designation for used leads that are determined to be either wrong or disconnected phone numbers.
Teleweb
A term coined by Bob Doscher (as far as we know) that is used to describe the convergence of televisions, telephones, and the Internet.
Text Message Dispatch Services
Text Message Dispatch is a form of message delivery service generally performed by a Telephone Answering Service or Medical Exchange Bureau. Incoming telephone calls are answered, a basic message is taken from the caller and the message is immediately ‘dispatched’ to a pager, cell phone or other wireless device.
Third-Party Verification
The process of transferring a live phone call to an independent outside verifier to authenticate the validity of the order being taken.
TPS (Telephone Preference Service)
A list maintained by the DMA of people who have asked to be removed from as many outbound telemarketing lists as possible.
Training
The process of teaching people to accomplish a task of speaking with callers in such a way that the goals of the program can be achieved.
Transmittal
A batch of orders that are being delivered to a fulfillment center for processing that will lead to product or service delivery.
TSR (telephone sales rep)
A person employed for the purpose of making or receiving calls from prospects and/or customers.
UltraComm Fail
When a job fails in UltraComm, the optional UltraComm Communications Server, a prompt is sent to the operator initiating the task and a log file is created on the telephony server detailing the failed job.
UltraComm Message Delivery Software
UltraComm is a PC-based message management and delivery system. UltraComm includes 1 to 12 ports (expandable to 24). Messages can be inbound and outbound fax and email. UltraComm supports an Access-based reporting package. UltraComm can be used in conjunction with a call center’s Infinity call switching system and allows call center agents to have immediate access to message delivery status.
UltraTalk
UltraTalk uses text-to-speech to deliver messages over the phone.
UltraTalk Directory Assistance
Ultratalk Directory Assistance-assists customer who needs to call in and be connected to another member of the organization. Callers can dial in, scroll through the Directory Listing and choose the phone number and be connected.
UltraTalk Message Reader
Ultratalk Message Reader-Read text messages to callers, Secure Delivery (security code prompt) and Unsecure Delivery (reads when answered)
UltraTalk Reminder Service
Ultratalk Reminder Service (“This is a reminder that there is a Sales Meeting at 1:30 pm today”), recurring or single occurrence.
Unconditional Satisfaction Guarantee
Part of the terms and conditions of an offer that guarantees satisfaction regardless of circumstances. This is usually an indispensable component of any outbound telemarketing offer.
Unified Reports
Unified Reports and Unified Reporting is a method by which a call center can offer complete call details and call statistics to its customers through a single easy-to-use interface.
Unified Reports Scheduler
A Unified Reports Scheduler allows reports to be run automatically at predefined times.
Universal Agent
A TSR who has been trained on both inbound and outbound telemarketing programs but is assigned to work on one or the other for extended periods of time Unlike a blended agent, this person will not be expected to move back and forth between inbound and outbound with each call.
Upgrade Offer
An offer structure most often associated with computer software promotions where customers that bought previous versions are contacted with an offer for the newest version.
Upsell Offer
An offer structure that allows the TSR to offer a customer an additional product once the customer has said yes to the primary offer.
Verification Audits
An after-call quality management process that sends all of the orders generated by the TSRs to a separate staff for the purpose of verifying authenticity of the orders along with the accuracy of the data collected.
Voice Logger
A voice logger is a mechanism or program used to record audio information from telephones, radios, microphones, and other sources for storage on a computer hard drive or removable media. Recordings can be made in ‘vox’ mode, which is voice-activated, or “non-vox” mode, in which the recording is continuous.”
Voicemail Transcription
The transcription feature allows voice messages to be alpha paged with the help of an operator. Transcribing consists of an operator listening to a voice message and typing it into an alpha paging message form. Transcription client files can be set to be displayed to an operator automatically or be fetched manually.
Voice Prompts
The Voice Prompts are all of the pre-recorded instructions and “snip-its” that are put together and played to instruct or inform the caller over the phone. This feature can have multi-lingual ability.
VOIP (Voice Over Internet Protocol)
A technology that allows the caller to make free long distance calls over the Internet rather than via standard telephone company switches and lines The only cost associated with these VOIP calls is the regular monthly ISP access charge.
Web Callback
Web Callback is a Web Services feature that allows a customer to place a clickable icon on their Web site(s) which, when clicked, will allow the person browsing such a site to enter a name, telephone number and preferred time to receive a call (either right away or at a later time). This request is immediately relayed back to a call center’s Infinity system, is placed in queue and is processed by the first available operator as a callback request. A call center agent then schedules that call and at the appropriate time delivers the request to the inquirer.
Web Chat
Web Chat is a Web Services feature that allows a Call Center Agent to engage in an interactive, two-way text-based chat session with a web-browsing customer. Chat sessions can then be documented electronically and instantly emailed back to the customer. Additionally, services like this can often be paired with other Web Services features such as Web Push.
Web Portal
The Web Portal is a suite of applications that provide a browser-based interface to many of the Amtelco Infinity system databases. Applications can be run separately. End-users can access a wide variety of information about their Telephone Answering Service account and can effectively make changes and updates.
Web Push
Web Push is a Web Services feature that allows a call center agent to pass requested documentation to a browsing customer. Generally, this is a function of “Web Chat.” Call center agents can “push” pages directly to a customer.
Web Response
Web Response is a Web Services feature that allows a call center to quickly respond to its customers incoming email. Emails are re-routed or copied to a call center facility and are then placed in queue and processed by the first available agent. This feature allows individuals and businesses to offload or outsource their email processing needs to a call center facility.
Zero-Complaint Environment
A quality standard for telemarketing that has a zero tolerance for complaints.
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Call Attendant
Provides the subscriber with the ability to greet callers with a custom greeting and present them with multiple possible routing options. One of the routing options will also be the default in the event that a caller does not make a selection
Call Director
Provides the subscriber with the ability to greet callers with a custom or professionally recorded greeting and to present them with up to 3 possible routing options. One of the routing options will also be the default in the event that a caller does not make a selection
Call Screening
Solaxis provides subscribers with 3 screening options:
- Urgent: Provides the subscriber with the ability to receive notification of an incoming call that is considered priority by the caller.
- Private Code: Provides the subscriber with the ability to receive notification of a call and to transfer calls to a previously determined extension when a caller enters a private code. The prompt to enter a private code may or may not be included in the greeting.
- Voice: Provides the subscriber with the ability to hear a caller’s name and purpose of call in order to determine how to handle the call. The subscriber may pick up the holding call, send the call to voicemail, hold the call 1 minute, resend the call to the screening prompt, or politely terminate the call.
- This feature may be set up to require a PIN before hearing the caller’s name/purpose voice clip.
Conferencing-on-the-Fly
Conference up to 6 additional callers “on the fly” at any time. Conferencing can be used either by dialing into your Solaxis system or by receiving a call through your Solaxis system
Connection
Provides the subscriber with the ability to first receive pager notification of a holding call and then to pick up that holding call from any touchtone phone. If a subscriber does not pick up the call within the designated period of time, callers are sent to voicemail. A subscriber may connect with the holding caller or interrupt them in the middle of recording a voicemail.
Custom Time Stamping
Provides the subscriber with the ability to select any global time zone for use with their Personal Solaxis number.
E-Mail Services
Provides the subscriber with the ability to view, send, cc, bcc, reply to sender, and reply to all recipients using e-mail via the web. By associating an e-mail address with a Solaxis number, subscribers may view external e-mail through the Solaxis web site. Can be enabled/disabled by the user
External Messaging
Provides the subscriber with the ability to integrate their Personal Solaxis number with third party voicemail service.
Faxing Services
Solaxis provides subscribers with 2 faxing options. Fax services may be changed via the phone or the web.
Fax Reflection: Provides the subscriber with the ability to receive incoming faxes on their Personal Solaxis number for delivery on a specific fax machine. Subscribers may change the default fax number via phone or the web. Faxes are delivered rather than stored.
Fax Store & Forward: Provides the subscriber with the ability to receive and store up to 20 faxes for up to 2 weeks. Subscribers may receive pager and/or e-mail notification of incoming faxes and have the ability to view and print stored faxes via the web, to forward stored faxes to a desired fax machine, group of fax machines, or to another person via e-mail or phone, at any time. Faxes may be directed to specific fax machines at the time of delivery or to a default fax number. All fax services are available and may be changed via the phone or the web.
Greetings
Provides the subscriber with the ability to determine the introductions and prompts that callers hear throughout the call. In addition to selecting from professionally pre-recorded messages, subscribers may create custom greetings. Subscribers have the ability to establish and save multiple ways that calls may be greeted and routed, and may change between these established greetings and routings quickly and easily, any time, from any place, via the phone or web. Upload professionally recorded greetings via the Web
Help
Provides the subscriber with the ability to hear and view help for Solaxis features via the phone and Web. In addition to procedural and informational help, web help enables users to find answers to frequently asked questions, and to find definitions for glossary words.
Instant Call Back
Provides the subscriber with the ability to touch 9* to automatically recall a person who left a message using either a number stored by the caller, or a stored Caller Line ID (CLI) when available. When leaving a Solaxis voicemail message, callers have the option to override the automatically captured CLI to include a different return number of the caller’s choice. Note that this service is not available with the External Voicemail option.
Intelligent Routing
Provides the subscriber with the ability to control how their calls are automatically routed. Routes and their associated greetings can be tailored for device types (office phone, cell phone, etc.) and device status (busy cell phone, unanswered cell phone).
Mailbox Monitor
Provides the subscriber with the ability to monitor the capacity of their voice mailbox. Using the web, subscribers my view the exact percentage of space that is available in their voice mailbox at any time. Subscribers are notified when their voice mailbox is 80% full, and again when the voice mailbox is entirely full, and are prompted to delete messages. Callers who reach a full voice mailbox are prompted to call back at a later time.
Personal Solaxis Access Line
Provides the subscriber with the ability to use a single 10-digit phone number to receive and manage phone calls, messages, pages, connection calls, and faxes.
Tools and Updates
Provides the subscriber with the ability to download and install the most current Voicemail Player and TIFF viewer via the web. Using the downloaded Voicemail Player, subscribers may store, categorize, and annotate voicemail locally. Additionally, listening to voicemail may be faster.
Notification
Solaxis provides subscribers with 2 notification options. Cellphone Messaging: Provides the subscriber with the ability to receive notification through the text messaging function of their digital cellphone regarding incoming voicemail, faxes, and connection calls.
Pager: Provides the subscriber with the ability to use their pager to view information regarding incoming voicemail, faxes, and connection calls in addition to receiving numeric pages via their Personal Solaxis number. This feature also provides callers with confirmation of the manually entered number.
E-Mail: Provides the subscriber with the ability to receive e-mail notification to the address of their choice regarding incoming voicemail, faxes, and connection calls.
Personal Speed Dial
Provides the subscriber with the ability to set up to 10 speed dial numbers. Two default speed dial numbers are set automatically to reach Home and Office phones. Subscribers may use their personal speed dial numbers from any touchtone phone by dialing through their Personal Solaxis number.
Preview Greetings
Provides the subscriber with the ability to read and hear greetings via the web, before the greetings are activated. Custom greetings are created via the phone, and are available via the web as sound files only.
Rebound
Provides the subscriber with the ability to use ## to return to messages or command mode after completing an outbound or a return call. Subscribers may use Rebound to return to an interrupted message at the point of exit, to pick up a holding call or to get a dial tone to place another outbound call.
Reserved Conferencing
Reserve conferences of up to 16 people either over the phone or over the Web. Provides the subscriber with the ability to host conference calls of up to 16 inbound callers, with no set up charge and with the ability to drop out of the call.
Revert to Operator
Set up an automated “Call Screener” to send calls to voicemail or forward them on to another number
Call Forwarding
Provides the subscriber with the ability to override an existing weekly schedule and to route calls on the fly from any touchtone phone or via the Web, for a specified length of time. Prompts guide subscribers to enter information and confirm call routing and duration. At end of specified time, calls are automatically routed as established by the weekly schedule.
Send Mail
Provides the subscriber with the ability forward either a previously recorded voicemail message or create a new voicemail message for forwarding to other Solaxis Service end users that are defined as being members of their Closed User Group, e.g. all American Express end users.
Sequential Dialing
Provides the subscriber with the ability control the routing of calls to any series of locations. The subscriber controls the order of routing and what the caller hears including all greetings and number of rings.
Shortcut to Voicemail
Provides the caller with the ability to immediately leave a voicemail message without connecting with a live subscriber. Shortcut to voicemail is always available, though the voiced message may or may not instruct callers in using it.
Single Voice Mailbox
Provides the subscriber with the ability to receive messages in one mailbox and to access messages anytime, from any place, via the phone or web.
Toll Free Services – Smart800 Numbers
Solaxis can set up a TollFree number accessible from all US states.
Toll Restriction
Provides the ability to selectively disable forwarding and outbound calling to toll numbers.
View Call History
Provides the subscriber with the ability to view reports regarding calling activity online.
Virtual Calling Card
Provides the subscriber with the ability to dial outbound calls while connected to their Solaxis number, and to have outbound calls billed to their Solaxis number.
Voicemail Services
Provides the subscriber with the ability to manage voicemail via the web including the ability to hear, download, move voicemail to and from New and Saved folders, and forward voicemails using e-mail. When used in conjunction with a downloaded version of the Voicemail Player, subscribers may store, categorize and annotate voicemail offline.
Weekly Schedule
Provides the subscriber with the ability to set automatic routing of incoming calls based on a weekly schedule. Subscribers have the ability to setup and change weekly schedules via the web or phone. Remote Call Forwarding may override the weekly schedule for a specified duration.
Personal Info
Provides the subscriber with the ability to enter and modify personal information including phone and fax numbers and e-mail address via the web. Changes are immediate and global, allowing users to update information used throughout Solaxis services quickly and easily.
Simul-Ring
Simultaneous Ring (Simul-Ring) allows multiple destination numbers to be called simultaneously in response to a single incoming call to a subscriber’s Solaxis number. Send calls to up to three lines simultaneously – first line to answer makes the connection. Ability to route calls to alternate lines if first three are unavailable or busy. Control call routing from phone or web. Available with SmartNumber and FrontOffice
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Activate
To turn a feature on. For example, when you activate your Weekly Schedule, it means you have turned it on and it is now the schedule your account follows.
Active Extension
The Extension that is currently directing your calls. You can only have one Extension Active at a time.
Administrator
A Group Administrator creates and maintains all Public Groups that are used by an enterprise. The Administrator is responsible for giving all subscribers within the enterprise a certain permission levels for send a voicemail to the groups.
Announcement
Referred to as an Extension Announcement. A type of greeting that affects a specific Extension. Record an Extension Announcement when you want callers to hear a different message based on your schedule (when you are out of town or on vacation) or a specific event (when you are in a meeting or at lunch). For example, For example, if you are working from home, your announcement for Extension 10 might be, “Hi, this is Lee. I’m telecommuting today. Please hold the line while my Solaxis access line locates me.” You can have only one Extension Announcement for each Extension.
AXS Player
A free voicemail player provided by Solaxis that can be downloaded in the Tools and Updates section via the Web. The AXS player allows you to play downloaded voicemail from your computer.
Basic Call Forwarding
The most basic type of Extension. This Extensions simply directs an incoming call to a desired location such as an office phone or cell phone. You can create a Basic Call Forwarding Extension in your Call Manager.
Billing Info
A section of your Web account that allows you view your current and past monthly invoices.
Call History
A section of your Web account that Displays a monthly record of calls placed or received through your Solaxis access line.
Call Manager
A section of your Web account that allows you to manage all of your Extensions. In your Call Manager, you have access to creating, deleting, modifying Extensions, and build your Weekly Schedule. Any changes made in your Call Manager take effect immediately.
Call Routing
A feature that allows your calls to be directed to any location you want. All call routing by Solaxis is done through the use of Extensions.
Call Screening
A feature that allows you to take only the calls that you want. Solaxis offers 3 forms of Call Screening.
Private Code Screening
allows you to only receive calls from persons with your private code. Callers enter your private code during your greeting. Solaxis attempts to forward only callers with your private code to you. All other calls go to voicemail.
Urgent Call Screening
Allows you to receive urgent calls only. When prompted, your callers touch 0 to indicate the call is urgent. Solaxis attempts to forward urgent calls to you. All other calls go to voicemail.
Voice Screening allows you to receive in advance the name of the caller and purpose of the call so you can determine whether to take the call, send it to voicemail, or politely hang up.
Cell Phone Notification
A feature that allows your Solaxis access line to work with your cellular phone to notify you of new voicemail, faxes, or Connection calls. Cell Phone Notification uses your cellular email to send you the notification messages.
Conference Calling
Solaxis offers to two forms of conference calling.
On-the-Fly Conferences
Can host a call for up to 7 people and can be done at anytime by placing or receiving a call from your Solaxis access line. At anytime during the call, simply touch #5 to start the conference call. Then dial the number of the person you want to add to the call.
Reserved Conferences
Can host up to 16 people and can be set up either via the Web in Conferencing Services or over the phone by touching 7 from the Main Directory.
Connection
A feature that allows callers to hold until you can connect to them. As a user, you are notified of a Connection call via pager, email, or cell phone. A Connection call displays a code 60, number of new messages, and the number of the person holding.
Default
A term used to describe the automatic population of a field. For example, if your do not answer your phone, the Active Extension may default to your voicemail.
Dial By Name
Used when sending voicemail to groups or individuals. Dial By Name allows you to search for recipients using the spelling of their name. Simply enter the numbers on the telephone dial pad that correspond to the spelling of their name (last, first).
Dial By Number
Used when sending voicemail to groups or individuals. Dial By Number allows you to search for recipients using their assigned Solaxis Number or Group Number.
Email Notification
Allows you to use your email account to notify you of new messages. When someone leaves you a voicemail, sends you a fax, or waits on Connection, your Solaxis access line notifies you by sending you an email. Email notification is extremely fast and is a great alternative if you do not have a pager and/or remain logged into email throughout the day.
Extension
Your Solaxis access line acts essentially as your own virtual phone system. Similar to most phone systems, your Solaxis line comes with several Extensions that identify the locations where calls can be directed, such as your office or cellular phone. An Extension can ring at one phone or multiple phones one after another. Each Extension is represented by a 2-digit number (10, 20, 30, etc) and a name that you designate. An Extension can also have a specialized greeting so your callers can hear different messages depending on where the call is going.
Extension Announcement
A type of greeting that affects a specific Extension. Record an Extension Announcement when you want callers to hear a different message based on your schedule (when you are out of town or on vacation) or a specific event (when you are in a meeting or at lunch). For example, For example, if you are working from home, your announcement for Extension 10 might be, “Hi, this is Lee. I’m telecommuting today. Please hold the line while my Solaxis number locates me.” You can have only one Extension Announcement for each Extension.
Fax Status Report
A report that lists off the information of every fax you have received and currently stored by your Solaxis access line. In order to retrieve a fax status report, you need to access your faxes over the phone.
Forwarding Numbers
These are the numbers that Solaxis uses as you default phone numbers. You can enter a forwarding number that represents your home, office, cellular, and fax number. You can change your forwarding numbers at any time via the Web in Personal Info or over the phone in the User Options menu.
General Introduction
A General Introduction is a greeting that is used independently of how you to choose to manage your calls. A General Introduction is ideal when you want a greeting that plays regardless of your schedule or specific events. You can record only one General Introduction for your entire account and it overlays all of your Extensions.
Greeting
Any message that welcomes a caller to your Solaxis access line. Greetings are played before the call is transferred to and Extension. For example “Hello. You’ve reached the access line for…”
Group Administrator
A Group Administrator creates and maintains all Public Groups that are used by an enterprise. The Administrator is responsible for giving all subscribers within the enterprise a certain permission levels for send a voicemail to the groups.
Group Delivery
A feature that allows you to send a voicemail to the voicemail boxes of multiple people, simultaneously. Before using Group Delivery, you need to create your Group Lists via the Web in your Group Manager.
Group Lists
Multiple users grouped together so they can receive the same voicemail simultaneously.
Group Manager
A section of your Web account that allows you to create and maintain your Group Lists for voicemail delivery.
Group Name
A name given to a group by a Group Administrator (Public Groups) or Group User (Private Groups). The Group Name is used by the system for sorting groups and addressing messages.
Group Number
A number given to a group by a Group Administrator (Public Groups) or Group User (Private Groups). The Group Number is used by the system for sorting groups and addressing messages.
Group Type
There are two types of Groups that you can send voicemail to.
- Private Groups - Are the individual groups that users can create and maintain. Private Groups are used when sending a voicemail that needs to reach multiple people simultaneously. You can create your Personal Groups in your
- Public Groups - Are generally the large groups used across the company. For example: All Sales. Public groups are created and maintained by a system administrator, who is responsible for ensuring that these groups remain up to date.
Guest
Anyone who has joins a conference call and is not the host of the conference (Reserved or On-the-Fly).
Guest Code
This is used by any guest trying to join a reserved conference call. A Guest Code is 4-10 digits and is created by the Host of the conference call during the reservation process. Anyone who does not have a Guest Code will not be allowed to join the conference call.
Host
The individual who reserves a conference call. The host has their own code to enter in before the conference starts so they may have access to the host menu.
Host Code
This is entered by the host of a conference call before the call starts. By entering in the host code, the system is able to recognize the individual as the host, and gives them access to the host menu at any time during the conference.
Host Menu
You can access the host menu at any time during a reserved conference call as long as you are the host (the person who made the conference reservation). The host menu allows the host to add more time or lines to the call.
iControl
A Solaxis software program that allows you manage your incoming calls right from your computer. With iControl, you can see who’s calling before the phone even rings and decide what do with it. iControl is designed to let you take control of your calls.
IMAP
Internet Message Access Protocol. IMAP is a mailbox type that is frequently used by many email providers. With an IMAP mailbox type, you can see the subject heading, who the message is from, and who the recipient is before opening the message up.
Instant Callback
A feature that allows you to return someone's call with the touch of a button. When listening to voicemail, if you hear the phrase phone number attached, it means the caller touched in their phone number and you can call them back without having to hang up and redial.
Introduction
Referred to as a General Introduction. A type of greetings that is used independently of how you to choose to manage your calls. A General Introduction is ideal when you want a greeting that plays regardless of your schedule or specific events. You can record only one General Introduction for your entire account and it overlays all of your Extensions.
JPG or JPEG
A format in which to view your faxes electronically. The JPG format is fast loading and as a result, is Solaxis’s highly recommended choice for when it comes to the online viewing of faxes. For printing out faxes, see TIFF format, as it is a better choice.
Mailbox Type
This is needed to configure your external email so it can be viewed in your Solaxis Web account. Solaxis integrates with two different Mailbox Types: POP3 and IMAP.
Main Directory
When logging into the Solaxis system over the phone, the first listing of menus is called the Main Directory. From the Main Directory, you have access to all the features available over the phone.
Notification
A feature that allows you to be notified via pager, email, or digital cell phone for any new messages (voicemail, fax, and Connection) received by your Solaxis access line. By setting up notification, you can eliminate periodic checks into your account just to see if you have any new messages. To set up your account with notification, please contact Customer Service.
On-the-Fly Conferencing
A form of conference calling. On-the-Fly Conferencing allows you host a conference call for up to 7 people without having to make a reservation. The only requirement for hosting an On-the-Fly Conference is that you must place or receive a call through your Solaxis access line before you begin bringing in people to the call.
Open Extensions
Open Extensions (40-59) allow you to use temporary forwarding numbers without storing them in your account. The forwarding numbers you program into these Extensions disappear as soon as another Extension is activated. Open Extensions can be especially useful when forwarding calls to hotels or meeting locations.
Outdial
The outdial is a feature that allows you to place a call at anytime through your Solaxis access line. You may place a call from any Solaxis menu.
Pager Notification
Your Solaxis access line works with most pagers and can notify you of new voicemail, faxes, and Connection calls. This eliminates the need to check your account to see if you have received any new messages. Pager notification is extremely useful if you are constantly mobile throughout the day.
Personal Info
A section of your Web account that stores your basic information such as your home, office, cellular, and fax numbers. In addition, you can change your PIN and your email preferences.
Phone Number Attached
A prompt that informs you a caller has entered in their return telephone number after leaving you a voicemail. This allows you to use Instant Callback if you would to call back the individual who left you a message.
PIN
Stands for Personal Identification Number. Sometimes referred to as “Passcode.” Your PIN is what keeps your Solaxis access line secure. PINs need to be 4-10 digits in length and are strictly numeric. You can change your PIN at anytime via the Web in Personal Info or over the phone in the User Options menu.
POP3
A type of Mailbox used for email. Post Office Protocol is the most common type of email account. With a POP account, when you choose to view your email, the original email is moved (but not deleted) from the original email server to the Solaxis inbox. Your email remains stored in both places until you actively decide to delete them.
Preview Greetings
A feature found within your Call Manager that allows you to read or hear any greeting your callers may hear before activating a given Extension.
Private Code Screening
Allows you to only receive calls from persons with your private code. Callers enter your private code during your greeting. Solaxis attempts to forward only callers with your private code to you. All other calls go to voicemail.
Private Delivery
Allows a voicemail to be marked private. Any person who receives a private voicemail will be unable to forward the message on or download it to their computer
Private Groups Private Groups
These are the individual groups that users can create and maintain. Private Groups are used when sending a voicemail that needs to reach multiple people simultaneously. You can create your Personal Groups in your Group Manager.
Prompt
A voiced message from the Solaxis system that gives you or your callers important information. Prompts cannot be customized.
Public Group
The large groups across the company that you can send voicemail to. For example: All Sales. Public groups are created and maintained by a system administrator, who is responsible for ensuring that these groups remain up to date.
Rebound
A feature that allows you to return to the Solaxis Main Directory after placing a call or using Instant Callback.
Recipient
A permission level for a Group List. Recipients can only receive a voicemail.
Remote Call Transfer
A feature that allows you to transfer callers, while on the phone with them, to another person or phone number. Remote Call Transfer can only be used if the call was received or placed through a Solaxis access line number.
Reserved Conferencing
A type of conference calling that requires to you to schedule the conference in advance. Reserved Conferences can host up to 16 people and can be set up either via the Web in Conferencing Services or over the phone by touching 7 from the Main Directory.
Sender
A permission level for an Public Group. Senders have the ability to send out voicemail to the Administrated Group.
Special Delivery
A feature that allows both callers and users the ability to can attach an additional level of importance to a voicemail. Messages can be marked urgent, private, or urgent and private.
Private Delivery
Provides the subscriber or any caller with the ability to leave a message that cannot be forwarded or downloaded by the recipient subscriber.
Urgent Delivery
Provides the caller with the ability to mark a message urgent. Provides the subscriber with the ability to receive notification of a message that is considered a priority by the caller. Messages marked urgent move to the top of the voicemail stack, jumping ahead of messages marked private or normal (unmarked) messages. Notifications (via pager or email) also indicate the new message is urgent.
Speed Dial
A feature that makes calling frequently dialed numbers easy. You can up to 10 speed dial numbers via the Web in Set Speed Dial. An additional two speed dial numbers default automatically to reach Home and Office phones. The speed dial can be used from any touchtone phone by dialing through your Solaxis number.
TIFF
A format used to view your faxes via your Web account. The TIFF format is highly recommended for printing your faxes out at a local printer. In order to view your faxes in a TIFF format, you need to have a TIFF viewer on your computer. If you do not have a TIFF view, you can download a free viewer in the Tools and Updates section.
TIFF Viewer
Allows you to successfully view any stored faxes in a TIFF format on your computer. You can download a free TIFF viewer to your computer via the Web, in the Tools and Updates section.
Timer
A feature used when directing calls over the phone. By setting the timer, you can have your calls re-directed to another Extension after a set amount of time.
Tools and Updates
A section of the Web that contains new information from Solaxis and any free downloads you may need to use your Solaxis access line via the Web.
Voice Screen
A type of Call Screening. Voice Screening allows you to receive in advance the name of the caller and purpose of the call so you can determine whether to take the call, send it to voicemail, or politely hang up.
Weekly Schedule
A feature that allows you to have your calls automatically directed for you based on a planned schedule of events. You can create your Weekly Schedule in your Call Manager. The Weekly Schedule can be turned on/off at any time or overridden at anytime.
Welcome Web
Refers to the easy, online Solaxis setup process. You use the Welcome Web to initialize your account and learn about your Solaxis service package.
Wildcard
Used with Dial By Name. Allows the user the ability to enter a name, even when the they are not sure of the exact spelling. A Wildcard can take the place of any letter and can be used only once per search. The Wildcard = 1 on the keypad map.
Zip Selected
Allows you to download multiple voicemail or faxes at the same time when using your Web account.
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