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Products Of InfoTimes Technologies |
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Introduction
Background
Computerized systems have come a long way, since the days of manual systems. Today, many organizations world wide have completely automated their processes. The software applications for telecommunication purposes could be found widely throughout the world. World of today is extremely busy due to expansion of various businesses and changing generation in technologies. Because of that, the presence of rush in different organization has also taken place widely. In this rush execution there is always problem in communication because of different grounds. In lack of additional media there are always problems in communications. [ Top ]
Objective
Talk3 is a telephone answering machine, voice mail, calls attendant, and interactive voice response (IVR) program for Windows. It connects to the phone using a standard voice modem or professional telephony board (Eg: Dialogic Boards). This software is an effective voicemail, call attendant, info-line, and autodial solution suitable for any kind of organizations. For example, Talk3 software application can redirect in-coming calls during office hours or act as a PC answering machine and take messages for a number of voice mail boxes after hours. All calls (including those answered by you) are logged with date and time. The recorded messages can be played at any time, directly from software interface or by entering in Talk3 admin panel by dialing the phone number to the computer where Talk3 software application has been installed. [ Top ]
Talk3 software application can also be used very simply as a computer answering machine. Just run the install file on your PC (Standard Edition) and it will be ready to answer calls. But, when you are ready, you can explore the advanced key response and programming options to create a sophisticated telephone interactive response system (Enterprise Edition). You will find many exciting ways to use Talk3 to provide information serve your customers and save time. Talk3 has been developed under IVR (Interactive Voice Response) technology. [ Top ] |
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Introduction to IVR
IVR (Interactive Voice Response) is a software application that accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media. IVR is usually part of larger applications that includes database access as well. An IVR provides pre-recorded voice responses for appropriate situations, keypad signal logics, access to relevant data and potentially the ability to record voice input for later handling using Computer Telephony Integration (CTI). IVR can handoff a call to a human being who can view data related to the caller at a display.
IVR refers to systems of interfaces that react to the human voice and use it as an input device. These systems translate human speech to recognizable system commands and then react accordingly. This is most frequently seen with telephone systems that ask you to 'speak' your choices or give commands. It is also becoming more common in mobile phones and other mobile technology, where other input methods can be more limited. [ Top ]
Common IVR includes
- Bank and stock account balance and transfers
- Survey and polls
- Call center forwarding
- Selective information lookup (movie schedule, etc) [
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Typical Applications Features
- Voicemail (From a single answering message to hundreds of voice mailboxes).
- Call attendant (Using the menu call transfer features) to transfer and direct calls.
- Telephone information lines (Advertisement)
- Automated telephone surveys (Using the number entry features linked to a database).
- Automated outbound call dials & message systems.
- Telephone line support (2 lines simultaneously).
- Call key select menus and ability for caller to enter numbers.
- Call transfer (Subject to your Phone Company or EPABX features).
- Remote Access (Listen to messages by dialing-in).
- Save in-coming messages as wav files (Keep messages for legal/record purposes).
- Automatic hours feature (Enter your office hours and it will automatically answer after hours).
- Unlimited (Selectable) out-going messages and menus.
- Unlimited voice mail boxes
- Extended message play on key press including support for wav format. [ Top ]
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Main :
This is the main interface of the Talk3 software application. Whenever the telephone call is being detected by the software application, a graphical spectrum will be displayed showing the status of the call ring and voice playback. It also consists of audio spectrum display which indicates the ring-tone audio playing while counting the number of rings. On this main screen of software application, list of files will be displayed and their functions are as follows. [ Top ]
- Voice Mail Offering File: This file will be played back on phone of the caller whenever the number of ring count is completed. After playing back this file, the software will start functioning like an answering machine. That means, the software will record the voice spoken by the caller and store the same in the system database. [ Top ]
- Off Time Offering File: This file will be played back if the caller has called in off office time. The office time could be set from settings panel of this application. If the caller has called in off office time then, this file will be played back and the software starts functioning like an answering machine. After completing playback, the software will record the voice spoken by the caller and store the same in the system database. [ Top ]
- Call Ring Tone File: This file will be played by software whenever the software detects ring. It keeps on play loop until and unless the caller hangs up the call or the number or ring count becomes more than or equal to number of rings set in the settings panel. [ Top ]
- Clients & Server: A list box below Clients & Server displays the list of clients and server. This module is applicable only on “Enterprise Edition” of Talk3 Software application. The function of this module is to add clients (Extensions) of the EPABX (Electronic Personal Branch Exchange) network. Server is the default extension or admin extension where rests of extensions are clients. The number of extensions that could be added in the system database is unlimited. To add the new client / extension, “Add” button should be clicked. As soon as this button has been pressed, an interface will be scrolled to main screen where new client / extension could be added up. It consists of four modules,” Alias Name”, ”Name”, ”Extension Number” and ”Password”. Alias Name is used as display name for easy identification of the person. The same name of Alias Name should not be repeated, that means every Alias Name should be unique one. Name is used to store real name of the extension holder of the particular client / extension of EPABX network. Password is used to store password of the extension holder for accessing voice mail, logging into Talk3 admin panel, etc. [ Top ]
- Dial Pad (Standard Edition Only): Dial Pad is similar to telephone set. With this module pad, telephone number could be dialed and talk through headset or speaker & Mic without lifting the telephone receiver. The call could also be accepted and talk with caller through headset or speaker & Mic by clicking on “Talk” button without lifting up the receiver of the telephone. A button “Record Call” is attached with the dial pad which helps in tabbing the telephone call while talking through headset or speaker & Mic for legal reasons when the phone call has to be traced or tabbed. [ Top ]
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Voice Mails:
To enter this ”Voice Mails panel”, administrative password is required. This panel has been password protected to prevent unwanted usage. The default user name and password of administrator is “talk3admin” and blank” ” respectively. This panel consists of two list boxes. The first one will display list of new voice mails which has never been listened yet and the second one will display list of old voice mails which has been listened earlier. As soon as clicked on any of the list, the property of corresponding voice mail file will be displayed on Active Voice Mail, Location, Status, Id Number, File Name, Date, Time Location, Alias Name, Name, Extension, etc respectively. To listen to voice mails,” Play”, ”Pause” and ”Stop” Buttons are provided. Speaker is required to listen to voice mails. To logout administrative settings,”Log Out” has to be clicked. [ Top ] |
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Settings:
 To enter the "Settings" panel, administrative password is required. This panel has been password protected to prevent unwanted usage. The default user name and password of administrator is “talk3admin” and blank” ” respectively. This panel controls the functioning of entire software application. Modules and usages of the settings panel are as follows. [ Top ]
- Offer for Voice Mail: This file will be played back automatically after the ring count will be equal to the value “Auto Answer After Ring(s)”. This module guides the user to leave voice message after the file has been played. This module has been developed to make application work as an answering machine. The recorded voice mail will be stored in default extension of software database. Suitable voice file could be selected by clicking on it. To make sure the suitable one, ”Play”, ”Pause” and ”Stop” buttons are provided. [ Top ]
- Off Time Play Back: This file will be played back automatically if the caller has called in off office hour. This module guides the caller that the caller has called in off office time and tells to leave voice message. The recorded voice mail will be stored in default extension of software database. Suitable voice file could be selected by clicking on it. To make sure the suitable one, ”Play”, ”Pause” and ”Stop” buttons are provided. [ Top ]
- Call Ring Tones: This file will be played by software whenever the software detects ring. It keeps on play loop until and unless the caller hangs up the call or the number or ring count becomes more than or equal to number of rings set in the settings panel. Suitable ring tone could be selected by clicking on it or browsing the external ring tone out of software database by clicking on browse button. To make sure the suitable one, ”Play”, ”Pause” and ”Stop” buttons are provided. [
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- Max Length of Voice Mails in (Secs): This module will store the value of maximum length of the voice mail. While recording voice by user, if the length of recording exceeds than that of limit of this module, the call will be terminated automatically. With the help of this module hard disk space could be controlled. [ Top ]
- Main Voice Menu DTMF Time Out in (Secs): This module is applicable only for Enterprise Edition. Whenever a call is being detected in Enterprise Edition, a list of welcome and instructions messages will be played back. That means as guided by this computer application to caller, the caller has to press key pad to execute different activities. But if by mistake or any other reason if the caller keeps idle for the seconds more than or equal to the limit set in this module, the software application executes its corresponding functions automatically. [ Top ]
- Products / Services Length in (Secs): This module is applicable only for” Enterprise Edition”. The value of this module should be five seconds more than that of total length of ”Products / Services” length to calculate DTMF timeout duration after playing back this module. [ Top ]
- DTMF Keypad Entry Time Out Duration in (Secs): This module is applicable only for”Enterprise Edition”. Whenever a call is being detected in”Enterprise Edition”, a list of welcome and instructions messages will be played back. That means as guided by this computer application to caller, the caller has to press key pad to execute different activities. But if by mistake or any other reason if the caller keeps idle for the seconds more than or equal to the limit set in this module, the software application executes its corresponding functions automatically. This module will also control DTMF Keypad Entry Time Out Duration of Other activities. [ Top ]
- Device List: This module will display all the list of Telephony Hardware (Eg: Modem) which has been installed in the computer system. The list of device will only be displayed which are compatible on working atmosphere of the Talk3 software application. [ Top ]
- Flash Key: This module is applicable only for ”Enterprise Edition”. Whenever a call is being found, on the various activities of any IVR applications, call transferring is the basic function ever executed. Call transfer could be done only on the presence of EPABX network. Generally while transferring call in any EPABX network the value of Hook-Flash is [!], but depending upon the brand of the EPABX system manufacturer, the value of Hook-Flash is different like [ * ]. So, with this module the user can customize the value of Hook-Flash. In absence of EPABX network, call transferring is possible under “three way call conference”, but the service has to be added in specific CO line (Central Operating Line) from the telephony service provider. [ Top ]
- Dial Tone Access Code: While the telephone line is in the EPABX network, for dialing outside line, dial tone access code is required. Eg 0, 9, etc depending upon the brand of EPABX manufacturer. This value could be stored in this module.
- Per Extension Voice Mail Limit: Each voice mail account could be controlled by this module by limiting the number of voice mails. The maximum capacity of voice mail database per account is 9999. We recommend limiting low voice mail account such as twenty to control hard disk space usage by voice mail files.
- Off Time (Office Hrs hh:mm): This file will be played back if the caller has called in off office time. If the caller has called in off office time then, this file will be played back and the software starts functioning like an answering machine. After completing playback, the software will record the voice spoken by the caller and store the same in the system database. The office time could be set by checking tick on this module and entering the staring time and ending time of office. [
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- Display Always On Top: If checked this module, then this software application will be displayed on top of any files or other applications on the screen.
- Popup on Incoming Calls: If checked this module, the software will popup to screen when any call is being detected even if the software application is on minimized state.
- Auto Answer after Ring(s): If this module is not being checked or ticked, whenever the call is being detected, Talk3 actions like offering for voice mail and IVR menu will not be performed. These actions will be performed only when the number of call rings will be equal to the value stored in this module.
- Auto Run in Windows Startup: If checked this option, the Talk3 software application will start automatically in windows startup.
- Apply: When clicked this button, all the modification taken place in the settings panel will be saved in the database for future usage of same settings. [ Top ]
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Change Password:
When clicked on "Change Password " button, a dialog box will appear where administrative password could be changed. For changing the admin password, user name and current password must be entered at first. Then new password has to be typed twice in different text boxes “New Password” and “Retype New Password” respectively to make sure of the spellings that has been entered. As soon as the”Change” button is being clicked, the existing password will be replaced to new password if the entries have been made correctly. Else the application will display related error message in the caption bar of the”Change Password” Interface. [Top]
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Enterprise Settings: This is the main settings panel where different Enterprise functions could be set. Enterprise settings and its description is as follows.
- Welcome Greeting Settings: In Enterprise Edition of the Talk3 software application, whenever a call is being detected, it starts counting the number of rings. As soon as the number of rings becomes greater than or equals to the value stored in”Auto Answer... ” in settings panel, the software will automatically play back the greetings and instructional message to the caller. To modify the file to be played could be performed by this panel. ”General”, ” Good Morning”, ” Good Afternoon”, ” Good Evening” options are provided in this module. To insert or delete the play back menu, related option should be checked at first, select the desired file name to be inserted or deleted and then click on ”Select” or ”Remove” buttons. To check the voice files, ” Play”, ” Pause” and ”Stop” buttons are provided. [ Top ]
- DTMF Time Out Setup: After the IVR menu is being played back to caller and the caller keeps idle and does not take any action on telephone key pad till the time duration stored in ”DTMF Time Out” in Settings panel, then the event is called DTMF Time Out. In this situation three events could be performed. 1. Default Extension: If selected this option, the current call will be transferred automatically to the default extension. 2. Voice Mail: If selected this option, the current call will be transferred automatically to voice mail box of the default extension. 3. Hang Up: If selected this option, the current call will be terminated automatically. [ Top ]
- Wrong Extension Setup: When the caller enters the extension number to be transferred, sometimes makes mistake and enters the wrong extension. In this situation three events could be performed. 1. Default Extension: If selected this option, the current call will be transferred automatically to the default extension. 2. Voice Mail: If selected this option, the current call will be transferred automatically to voice mail box of the default extension. 3. Hang Up: If selected this option, the current call will be terminated automatically. [ Top ]
- Other Settings: In this module, three Enterprise Edition settings could be performed. 1. Default Extension: The default extension has to be entered in this text box. 2. DTMF Time Out: Whenever the DTMF Time Out is being detected, file selected on this list will be played to make alert to caller at first. Suitable voice file could be selected by clicking on it. Play, Pause and Stop button is provided for testing the suitable voice file. 3. Wrong Extension: Whenever the Wrong Extension is being detected, file selected on this list will be played to make alert to caller at first. Suitable voice file could be selected by clicking on it. ”Play”, ”Pause” and ”Stop ” button is provided for testing the suitable voice file. [ Top ]
- DTMF Keypad Settings: This is the main IVR (Interactive Voice Response) Enterprise Edition with which the different Talk3 IVR features could be performed. The main menu has ten different numbers as menu selection starting from 0-9. To modify the action in each and every menu, the desired menu has to be clicked at first Eg: “0”. List of functions and its use are as follows:
- None: If this menu is being selected, when menu is pressed on the telephone keypad, any action will be performed.
- Fixed Extension: If this menu is being selected, when menu is pressed the call will be transferred to a specific extension number. The extension number should be set in the”Extension Number” text box and voice file to inform caller that the call is being transferred should be selected as well in Voice File.
- Call Transfer: If this menu is being selected, when menu is pressed the software will ask the caller to enter the extension number to be transferred in. The suitable message file should be selected from Voice File to playback.
- Fixed Voice Mail Box: If this menu is being selected, when menu is pressed the call will be placed on a specific voice mail account. The extension number should be set in the Extension Number text box and voice file to inform caller that the call is being placed on voice mail account should be selected as well in Voice File. [ Top ]
- Express Voice Mail Box: If this menu is being selected, when menu is pressed the software will ask the caller to enter the extension number to activate a particular voice mail account. The suitable message file should be selected from Voice File to playback.
- Play Back Products / Services: This module is suitable for advertising the company. If this menu is being selected, when menu is pressed the software will playback voice to caller as a”Radio Advertisement”. Suitable voice file could be selected for different days. If the voice file has to be played same on all days, then once, “Select All” is being pressed, all other days will be updated same to first day record. [ Top ]
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Recorder:
This interface allows user to record pre-recorded custom voice. Before Start Recording, the sound card device must be selected from the drop down menu of list of multimedia devices, else the software will popup an error message for the event. The user can store voice on hard disk as well as software database by typing voice file name to be stored and clicking on START button. User has to record voice through microphone. File can be saved by click on STOP button. During recording, this interface cannot be exited. [ Top ]
Remote Administration: Remote administration is the act that could be performed by any extension including Default / Server extensions. With this module the account holder could check the voice mail, change password, delete voice mail, change call status, change password, etc. For remote administration, the account holder has to dial to the computer where Talk3 software application has been installed. Dialing could be done staying in the same EPABX network or outside the office premises where Talk3 software application has been installed or from any corner of the world. At the time of playback of”IVR menu” file or ”Voice Mail Offering” files, the account holder has to press “#” key in the telephone key pad which lets the user to enter the Talk3 admin panel. At first, the software welcomes with the greeting message and asks to enter the extension number after that. If the account holder enters the valid extension number through telephone key pad then the software again asks to enter password. If the extension number is invalid then the call will be hanged up automatically after playing error message. If the account holder again enters the valid password then the system will take to the following diagrammatic access menu, else the call will be hanged up automatically after playing error message. [ Top ]
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System Requirements:
• Operating System: Win 98, ME, 2000, XP.
• MS-Office 97 or higher: The back-end (Database) of the software is MS-Access. The setup file of the application is designed in such a way that it will install the runtime files of MS-Access automatically. That means MS-Access database could be executed even in the absence of MS-Office. But sometimes virus threats could destroy such runtime files. So, in the prevention point of view, installation of MS-Office package is recommended.
• Processor: Minimum 200 Mhz of speed.
• Disk Space: Minimum 30 MB of free hard disk space.
• Sound Card: This software application includes multimedia interface for playing voice files. On the absence of sound card, the server-application cannot be executed. It will popup message box explaining that the software cannot be loaded on the absence of sound card for preventing conflict of the software application. Installation of sound card is compulsory at least on the computer in which server-application has been installed.
• RAM (Random Access Memory): Minimum 65 MB.
• Modem (Modulator De-modulator): This is the most sensitive hardware required for the software execution. At the time of dialing, a phone line should be available on the modem. This is the hardware through which the software dials the receiver and plays back the pre-recorded voice. Modems could be stored in different modes. Eg: Data Mode, Fax Mode, Speakerphone Mode, Voice Mode, Data- Fax Mode, Data- Fax- Voice Mode, etc. For the functioning of the Electro Guard software application, the installation of Modem driver in Voice Mode or Data-Fax-Voice Mode is compulsory. If not, the software could only dial the phone number but cannot play back voice since the driver of the modem blocks the voice in other modes rather than voice mode. [ Top ]
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