Telavox UCaaS product specification sheet

The system checks phone settings on destination number and follows set rules. This destination number has been associated with a user and that user’s associated devices. If there are no set rules, the system dials the number as usual (ringing on whatever device that number is set to ring on). There are three rules the system will follow: If busy (i.e. all of the devices the number is set to ring on responds as “busy” since it is in use), unreachable including a time-based delay (i.e. how long to try before forwarding on, the device receives the call but no response is received), unconditional forwarding (including when use is in a meeting – set by calendar sync or manually).

A calls B, B transfers A’s call to C without speaking to C. A’s number is displayed to C.

A calls B, B talks to C privately before transferring A to C. The number that C sees is B’s. The number displayed to C will never change because is it not possible to alter the displayed number mid-call on mobile devices.

A calls B, B is unresponsive, C sees/hears the call to B and picks up A’s call on own device. Only useful in with physical desktop phones.

A calls B, but B is already in a call. B receives a notification sound indicating that A is calling. Today, this feature is provided by default by the hardware device manufacturers. Telavox does not have this feature on its softphone.

B sets rule to not accept calls from A. Often referred to blacklisting.

A calls B, B decides to park As call in a numbered spot. When B is ready, B can un-park and take As call. The functionality includes the ability to offer “music on hold” while A is waiting for B to answer.

Instead of the caller having to wait in the queue, the agent can call the customer when it is their turn in the queue. For example “you are in place 5, press 1 if you want us to call you when it is your turn”.

A user can route phone calls to ANY device chosen by the user. This includes routing fixed line calls to a mobile device or vice versa.

Play different ringtones depending on who’s calling. Is most cases, the functionality is terminal dependent.

Commonly referred to as “phone numbers”. Since Telavox has a sufficient pool of phone numbers, all users can be assigned a DID. If needed, Telavox can provide extensions too.

Telavox leverages Voxbone’s global SIP trunking service and can therefore offer numbers in 65+ countries and 10,000+ locations. Moreover, many Telavox customers use their Nordic accounts for their contact centers across the world.

Telavox currently offers toll-free numbers for Sweden.

B gets to see that it’s A that’s calling. Caller A’s phone number is presented to B.

Change the number you wish to present to others when you’re calling. Hide your number, show company’s main/common IVR/group number (to ease handling of return calls), or show mobile number when dialing from fixed.

Call my usual devices/phones but, also and concurrently, dial an alternate number to see if that picks up. Commonly used to have calls received on your fixed number also call your mobile phone. Whatever device picks up the call first “gets” the call.

Visual notification that you have a missed call. A red little light used to be found on old PBX desk phones, pressing it would return call to that caller. Nowadays it’s more common to do notifications over SMS, push notifications to mobile, email and/or combine with notifications from your voicemail box.

See a list of calls incoming, missed and outbound calls. A complete record of all inbound and outbound calls. View the name of the caller, the number, or extension dialed, as well as the time, date, and duration of the call. Monitor and control calls in the PBX system in a simple and straightforward manner. Including custom search fields and Active Directory sync.

“Search/browse through corporate phone directory (i.e. colleagues list or other “”shared”” contacts) to find the number to call. The same directory will probably be used to convert phone number to name/description on inbound calls. Telavox supports this functionality in its softphone by sync LDAP directory (Microsoft or Google). Some desk phone terminals support querying various LDAP directories.”

Ability to, in some other UI/program/browser, click a link that will make a user’s phone ring, and when the user pickups up their phone, the PBX starts dialing the number that was clicked.

Setup speed dials/short numbers that will match the keypad letters of the name of the targets.

Setup a “speed dial” on 123 that forwards/translates to some other number.

Promote a contact to a “favourite” and that contact will show up higher in the user’s contact list. With Telavox, the user has a dedicated “favourites” list that sits above the “all contacts” list.

Used to be feature code that you had to enter on your phone to redial your last dialled number. Today, a user will typically go to their call log and select the number they wish to call.

For Telavox, every extension has/is a DID so extension dialing is rather the application of speed dialing. By default the last 4 digits of a user’s/function’s DID is setup as a speed dial to the full DID.

Example: “Could somebody come to emergency room X?”. Usually requires special types of “phones” that connects to loud speakers. Telavox will set up a “internal short number” to an existing 3rd party PA-System and Paging system within the company.

Connect a physical (“analog”) fax machine to the PBX to send and receive faxes. This is done using a Analog Telephony Adapter (ATA box) that is used to connect other types of “analog phones”. Telavox also offers a fax-to-email service so customers don’t have to have a physical fax machine, but can still receive “faxes”.

CTI includes screen pops, dialing, call transfers and other telephony features. Very seldom requested when line-of-business applications were converted to browser/web. Telavox support this functionality via their Click-to-Dial feature and various APIs.

User can choose when and how to be updated with incoming alerts and notifications. With this feature, it’s easier to mute all calls, notifications and alerts for tools like desk phones, softphones, mobile devices and chat/collaboration tools. It is a variant of call forwarding to voicemail/spoken referral.

An IVR can perform more advanced functions and provide a more tailored interaction than an Auto-Attendant. IVR provides interaction based on a callers voice response or details they enter on their keypad (touch-tone, DTMF). In addition to routing callers, it can transfer callers to Voicemail or play informative messages (i.e., “Our opening hours are …”). Telavox also has the ability to route calls to destination outside the company such as mobile phones, VoIP virtual phones, and other IVR systems.

When A calls a B, B can offer (via voicemail settings) a callback to A when B is off the phone. For example, “The person you’re trying to reach is busy [some other options], press 3 to get a callback when the person is available again.” Telavox will call back A and tell A “You previously requested a callback when B was available. Press 1 to accept call or hangup.”

Mailbox that supports email, voicemail and fax-mail message types. Fax to email (pdf) supported. Voicemail to email, mp3 copy and transcribed to text.

Users can dial a number to listen to/manage their received voicemails.

User’s audio messages are received, stored and managed within various applications or by calling a number.

Customised voice greeting for mailbox. Record/upload custom greeting saying something like: “You’ve reach….”

Visual notification that you have unread voicemail messages. Some desk phones have a special purpose light/button that turns red when you have unread messages. The Telavox voicemail system/PBX support the most common protocols used to implement that feature on desk phones. More importantly, these unread voicemails will be highlighted in Desktop and mobile apps.

A cluster-level backup, which means that it collects backups for all servers in a cluster to a central location and archives the backup data to physical storage device. Backup files are encrypted and can be opened only by the system software. Common situations included: backup [solution/story] in case of connectivity failure between phone/branch and UCaaS provider (i.e. internet down). 2) backup customer/tenant data so that malicious/accidental removal/destruction/admin-error can be reverted.

Presence allows users to broadcast their availability status in real time. Presence is a status indicator that notifies other users of the ability and willingness of a particular user to communicate through instant messaging, telephone, and other forms of online communication based on that user’s connection to a network. Presence indicators can be set by users to show if they are available, busy, idle, in a meeting, or on their mobile devices. Instant messaging is essentially real-time chat. With instant messaging users generally communicate back and forth ‘instantly’ with messages somewhere between a mobile phone text message and a app-based chat.

The caller receives a message that the person they are calling may be at a meeting, away or at lunch. Typically, messages are preset by the operator you are using, but sometimes you can also set your own reasons for the referral. At Telavox, referral messages are customisable for each user.

Telavox have a standard catalogue of music that can be used in various features where Music on Hold is used. Customers can upload their own music. What specific music to apply to a function/queue/user can be configured with high granularity.

Profile is activated when an agent hangs up a call from a specific hunt group. This allows the agent to do post-processing of that call. The pre-set duration of the profile will determine how long the agent will be in this state before they are logged in and start receiving calls again.

A profile setting automatically logs out a certain member of a certain hunt group/call queue when the agent does not answer calls or is idle for too long. This way, agents that are not answering or not at their desks are automatically logged out of the hunt group (queue) and therefore will not receive calls until logged back in.

Set some Profiles as pause-able. With a click of a button an agent can temporarily sign out of a hunt group and not receive a next call from the PBX queue.

We connect via API to your existing CRM or ERP systems and build automated custom flows for call handling, such as: 1. Receive incoming call; 2. make API call to CRM to check if caller’s number belongs to a VIP customer; 3. If true, route call to dedicated account manager. Telavox is continuously building a portfolio of standard programmable call routing and voice prompts, those that are standardised will be provided out-of-the box (4).

Telavox session description protocol (SDP) there are 3 codecs G.711a G.711u and G722. It will vary on interconnect and country

Telavox has support for HD voice using G.722 and Silk As per standard, the end-to-end codec used depends on terminal support and, in applicable cases, inter-operator arrangements. Telavox supports transcoding between all supported codecs. At the moment, Telavox does not offer support for AMR-WB or Opus.

Telavox: 10000 concurrent calls (140.000 users with an estimated 0.07 erlang per user): – 2 1U Switches (200W) – 2 1U Router/Firewall (80W) – 10 1U Servers (1700W)

Monitor a call and inform the user when we detect an issue with an error message. Voice issues like choppy or clipping sound, hissing noise, dead air or silence, one way audio, and others.

SIP trunking enables the end point’s PBX to send and receive calls via the Internet. As SIP is applied for the signalling protocol for multiple real-time application, SIP trunk is able to control voice, video and messaging applications.

With multiple registration, a user can be in more than one place at the same time. Using the same user ID and password, a user can register multiple terminals. Every time someone calls, all registered devices ring. Separating the user from the device is one of the most powerful aspects of SIP. Not only does it give us device independence and mobility, it is at the core of SIP’s ability to be in more than one place at the same time. With Telavox, you can connect multiple SIP terminals, soft phones and terminals, and you’ll get a ringtone for each.

The ability to deploy a solution that offers similar user experience, and offers bundling and licensing structure simultaneously across on-premises UC and cloud UCaaS deployment models. Telavox allows some sites to operate in the cloud and others on-site. With Telavox, premise-based voice infrastructure can be integrated via SIP trunking.

Telavox supports Cisco, Yealink, Gigaset, Snom desktop phone manufactures. Support for Mitel, Avaya, Aastra, LG-Ericsson on-prem PBX providers.

Allow users to set their preferred device for routing incoming and outgoing calls

Presence management for user availability, voice, IM and workstream communications across all end-user client devices

Telavox provides secure one-to-one, group and public Instant Messaging (IM). Although the ability to archive and audit past messages is possible, at present it would necessitate a custom request to Telavox’s lead tech team. These feature are not provided out-of the box.

Number porting allows you to easily transfer an existing phone number to the Telavox phone system account in a few steps. With Telavox, this is all done self-service via our Admin Portal.

In telephony, line hunting is the method of distributing phone calls from a single telephone number to a group of several phone lines. Specifically, it refers to the process or algorithm used to select which line will receive the call.

A delayed hunt group is the ability to increase the number of members in the hunt group in multiple waves. For example, if no one in the primary hunt group answers, after 1 min add these two members to the hunt group, and after another 5 min of nobody answering, add these twelve members. Different call distribution strategies can be used in different waves. This allows for a form of “skill-based routing” where a caller is connected to the right people first, and only rolls over to general agents should no one answer. It also keeps callers in queue and avoids overflow redirects, thus keeping statistics more accurate.

Skills-based routing (SBR), or skills-based call routing, is a call-assignment strategy used to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. Agents are rung individually from highest to lowest skill level that the Admin sets. Telavox offers skill-based routing using a combination of its delayed hunt group and programmable voice features.

All personal data, including recorded calls, are handled and stored in compliance with GDPR. Banks and financial institutions following MiFID II can also use Telavox services and live up to their responsibilities. Telavox integrates seamlessly with GuardREC’s multi channel compliance solution. Recorded phone calls are stored securely in one central system – along with the other communications channels that you are obligated to record.

Telavox is built to support a mobile workforce. With native mobile integration and end-user applications for Android and iOS, all UC functionality is available to remote workers or workers on the go.

Telavox adheres to all Nordic region regulation and most US E-911.

Least Cost Routing is a process to find the most inexpensive way to route phone calls. It is the process of analysing, selecting and directing the path of outbound and inbound communications traffic depending on which path delivers the best rates. At Telavox, traffic comes bundled and is not extractable from our offering.

Make exceptions for an individual or calling group and allow a user to be contacted even when presence is set to “Do not disturb”.

Voice trunks from many sites are consolidated into a few data centers. This design can also be used to provide site redundancy for high availability while only paying for the call paths required to support a single site requirement

Time of Day routing is a VoIP service that allows for flexibility in an organisations’ working. It permits the routing of incoming phone calls to different phone numbers or to voicemail depending on the time of the day or the day of the week

Able to interoperate smoothly with a voicemail system that is currently in use

Telavox delivers full native PSTN replacement in Sweden, UK, Finland, Norway and Denmark. Including local or regional support; and localisation. This is in contrast to vendors who provide only a gateway solution to connect to local telephone operators, remote support, and can’t support as many locales.

The Lightweight Directory Access Protocol is an open, vendor-neutral, industry standard application protocol for accessing and maintaining distributed directory information services over an Internet Protocol network.

Telavox always support the current iOS version and two versions back; For Android, Telavox supports OS version 5.0 onwards. The softphone can only be used in a Chrome browser with full softphone functionality (incoming and outgoing calls) (57.X.Y). However, you can use it as a “remote phone” for outgoing calls in the other browsers. The installed softpthone can run on Mac 10.12 and higher, and Windows 7 and higher (64 bit)

Telavox provides a mobile app (Android and iOS), desktop app (PC and Mac), and web app. All have a similar look and feel and have the same functionality.

Light external website chat widget. This has both support and marketing usability. The widget can: Show information on estimated wait time in queue or number of people in queue; Shows information of the contact number to the company and the name of the destination; Ability to click directly on the presented queue number to initiate call; Display email address to visitor with the ability to click to open local email client; Shows queue/company opening hours; Visitor can leave contact information and be called to instead of waiting in queue; Ability to change colour on widget e.g to match company colours; Ability to place the widget wherever is wanted on the webpage; Visitor can direct message a agent at the company from the website; Customer decide which message a visitor should be greeted with when opening the live chat; Dependent on which page a visitor is, different intro messages are triggered when opening the live chat; When a new message is written in the live chat, a notification sound is played

Automatic call distributor (ACD) is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organisation.

In telephony, line hunting is the method of distributing phone calls from a single telephone number to a group of several phone lines. Specifically, it refers to the process or algorithm used to select which line will receive the call.

Distinguishes if a call comes via the PBX or directly. Can see if the customer is calling them via work or privately. Allows business to be professional and be able to answer accordingly.

Log on/off, answer, disconnect, hold, retrieve from hold, dial, transfer, consult, etc.

Red = Busy Grey = idle Green = available

Message classification options that protect confidentiality and limit distribution

Able to change communications mode during an IM/WSC session to a meeting or call

Can initiate group chat based on a group of users, email list or other contacts list.

With Telavox, users can archive chats. Although it is currently not possible to configure the retention periods or automatically archive chats.

Icons or thumbnails for documents shared in chat messages to indicate their contents or document/file type

With Telavox Profiles (a more advanced version of presence), users can customised communication based on availability. Profiles can decide how to route calls – to mobile, fixed line, or softphone. It can activate spoken referrals and call recording. It can log the users in/out of queues/hunt groups, forward calls to colleagues, and activate personalised voicemail greetings.

Ability to request/receive notification of changes to contact’s availability or presence status (if busy, be notified when they become available, etc.)

Multiple status modes including online/offline, do not disturb, on a call, in a meeting, busy, limited availability, unavailable, out of office, etc.

Red = Busy Grey = idle Green = available

All communications modes can be initiated from the same screen/window that contains the presence information

Telavox can support up to part 10 participants for video conference. Up to 250 for teleconferencing.

With Telavox, it is possible to create a calendar event and select Telavox video conferencing solution as the conferencing option. Meeting invitees will receive the necessary conferencing link to join the conference at the scheduled time.

Telavox offers basic support for activity logging of voice conferencing usage. Workarounds required for video conferencing.

Can change communication mode (e.g. audio to video, video to screen share, etc.) during session.

Telavox video conferencing is fully supported on desktop, some limitations on mobile/tablet. Currently we do not have a room-based solution for video conferencing.

Telavox can support existing hardware as long as they are end-point-based (i.e. USB devices).

Telavox offers full integration native dialing for all devices. Softphone app for Android.

Telavox offers full integration native dialing for all devices. Softphone app for iOS.

Telavox offers full integration native dialing for all devices. It does not offer a softphone application for Windows phone, Symbianor Blackberry.

Common user experience shared across desktop, web and mobile clients, including UI design/elements, meeting join experience, etc.

Telavox supports G.711, and G.722 when using native dialing in the mobile voice network. In Telavox mobile softphones (iOS and Android) G.711 and G.722 is supported.

Telavox has mobile VoIP for outgoing calls. Inbound calls over mobile Voip (mVoIP) now in beta.

Telavox currently supports eSim in Denmark and Finland. Sweden will be added soon.

An additional SIM card associated with the user’s mobile license. With Twin Card, you share the surfing allowance of the license. Telavox offers Twin Sim Cards across the Nordics.

Able to handle an inbound VoIP call on the mobile client while the user is engaged in a separate call via the cellular network without drops or crashes. For Telavox, because of a lack of VoLTE, this would not function out-of-the box. Possible workarounds on 3G.

System management tools, including dashboards, diagnostic tools, alarm monitoring, notifications, fault detection and management, etc.

Knowledgebase/support documentation. Developer documents, code examples.

Support for simultaneous administrative access by multiple users

Moves, adds and changes implemented transparently across all locations

No disruption of service due to system management and administration

Telephony and broader UC services remain operational during backups, patches, updates and upgrades

An audit log is a document that records an event in an information (IT) technology system. In addition to documenting what resources were accessed, audit log entries usually include destination and source addresses, a timestamp and user login information

Authentication logs display information about authentication events that occur when end users try to access network resources for which access is controlled by Authentication Policy rules.

Telavox role-based access has two layers of restrictions. 1. Restrict end-user access to change their own communication settings (e.g. hunt group membership, call re-directs, etc.) 2. Give specific users sub-admin rights to control user settings and licences, and PBX services, for specific groups or branch offices (i.e. admin of a sub-group).

Telavox’s multiple worksite support feature gives you the flexibility to manage and support each of your branch offices based on their unique operational needs – all within one interface. Role-based admin access can be set on individual worksites.

With Telavox, admins can lock specific user settings. Admins can also delegate responsibility of specific worksites/branch offices to sub-admins.

The integration allows the Telavox directory to synchronise with Microsoft and Azure Active Directory, updating with data such First name, last name, organisational membership. Active Directory is a database based system that provides authentication, directory, policy, and other services. Telavox’s Active Directory Sync can not create users in the directory, it can only update/sync fields on users.

Telavox supports billing in Euro, SEK, DKK, NOK, GPB

The licenses are not tied to a specific person, but can be moved around as required. This means you never have to think about cancelling or setting up new telephone contracts. ability to upgrade, cancel and move licences between users.