Teleplex PBX and IP-PBX Features

Teleplex provides all the features you need for your office and Call Center telephone needs at an affordable price. Systems can be configured with traditional TDM ("Time-Division Mulitiplexing") lines, IP (SIP), or in a combined system.

Fit to Your Needs

Telephony Connection Types
ISDN (PRI) Trunk. 23 "B" channels per line in North America and Japan, and 30 channels per line in Europe and some other areas. 1, 2,4, or 16 lines per board.
ISDN (BRI) Trunk. 4 lines (8 "B" channels) per board.
Analog Trunk. Ordinary telephone line. 4, 8, 12, or 16 lines per board.
Internet Phone (VoIP). Standards-based H.323 and SIP connections. Teleplex supports both soft telephones as well has hardware telephones from makers including Grandstream, SNOM, and others.
Analog Extension. Connect analog telephones, headsets, G3 faxes, and modems. Available in densities ranging from 16 to 120 ports per board.
ISDN (BRI) Extension. These digital telephones may be used as extension devices.
Integrated board. Boards such as the Dialogic DI/0408-LS provide 4 analog trunk ports, 8 analog extension ports, 2 sharable fax ports, 4 channels of VoIP, and and conferencing all on a single board. One or more of these boards is an excellent choice for a small office or help-desk configuration.
Fax. Inbound fax can be archived to disk, sent as e-mail, and/or printed. Outbound faxes can be sent from your favorite desktop application such as a word processor or spreadsheet. Fax ports can run either on dedicated analog lines, or can be shared across ISDN or analog lines. Some telephony boards and all HMP-based systems can support fax without separate fax hardware.
Conference. Most Teleplex systems are conference-capable without adding extra conferencing hardware.

Teleplex can be configured in a number of ways to suit your size and functional requirements:

All VoIP System. A software-only solution, based on Dialogic's Host Media Processing ("HMP"), can be used in systems with SIP or H.323 phones. Since no additional telephony hardware is required, system costs are dramatically reduced.
Gateway System. Combines VoIP with traditional TDM connections, providing a gateway between your VoIP extensions and the Public Switched Telephone Network, or between a legacy PBX and the VoIP network.
TDM-based System. This configuration is based on the use of industry-standard, PC-based telephony boards, available in both PCI or CompactPCI form factors.

In addition to actual trunks, extensions, and IP ports, Teleplex also features "virtual extensions". These behave just like real extensions, but actually link to Teleplex via a trunk or IP connection. This capability can be used in the following applications:

Implement a virtual office, where workers are at a different offices or perhaps at home. Excellent for volunteer organizations
Connect Teleplex to a legacy PBX or ACD to handle call overflow.
Connect Teleplex to a legacy PBX to provide extended capabilities to the PBX users such as predictive dialing.
Connect transparently to workers in a totally different offices via the public switched telephone network or the Internet.

All the Basic Telephone Functions You Need

Teleplex has all the extension features from any good PBX such as Hold/Unhold, Transfer, Blind Transfer, Park/Unpark, Conference, Call Blocking, Call Forwarding, Set Message Waiting Indicator, Record Call, direct dial-in, and others. For Call Center applications, there are also functions that allow an agent to login from a telephone. All major telephone control functions can also be done under the control of an application program.

Flexible Inbound Handling

Extension Group Types
Hunt. Simple extension group for ordinary office operation. Calls are transferred to the first available extension in the group.
Inbound ACD. Inbound Automated Call Distribution. Calls are connected to the next available agent using skills-based routing rules. The connection may be just a telephone call, or in an advanced system provide the agent with a "popup" screen containing information about the call. There is typically one ACD per product or service. However, skilled agents can simultaneously login to any number of groups for which they have permission.
IVR. Interactive Voice Response. Callers interact with the system using DTMF (tones) and/or speech recognition to record and retrieve messages, process an order, and so on. An IVR application may totally handle the call, or may pass the call to an agent (or another IVR application) for additional handling.
Inbound Fax. Inbound faxes can be stored, routed through e-mail, and/or printed on your office printer.
Conference. Users can initiate a 3-party conference during a normal phone call. Additionally, conference groups may be created to provide virtual meeting rooms.

Teleplex is easily configured to handle various inbound call situations.

Inbound calls are sent to an extension (direct dial-in) or to an extension group based either on a fixed routing rule, or based on the dial-in number ("DNIS"). Any number of extension groups may be defined.

Teleplex intelligently routes Inbound ACD calls to the right place based on configurable criteria such as the dial-in number, Caller ID, preferred agent, customer or ACD priority, day-of-week and time, etc. Additionally, Teleplex can provide call-specific "screen pops" to agent-side applications with information that is already known about the caller such as the Customer ID, name, address, and so on.

IVR ("Interactive Voice Response") applications can be used to totally handle a call, or pre-process a call before transferring the call to an agent. Typical applications of IVR include voice mail, fax mail, order entry, order and shipping status query, and reservation processing. The Teleplex ACD scripting language can also be used to implement basic IVR applications such as Automated Attendant.

Flexible Outbound Handling

Outbound calls can be placed either manually from an extension, from an IVR application, or under program control from an agent/operator application. Teleplex also offers preview, progressive, and predictive dialing capability as an option.

Call Logging (Recording)

Call Logging allows conversations between an agent and a customer to be recorded either for Quality Assurance and/or for compliance. Call Logging can be invoked in one of three ways:

Manually by dialing an access code from an extension.
By a request from an application program.
Automatically, based on one or more results (e.g., some percent of the calls for a particular ACD or Agent Team).

The recording format can be selected to achieve the desired objective of maximum capacity versus maximum quality. Recordings can be reviewed and/or rated via a web-based application.

Depending on the particular configuration and requirements, many systems can implement Call Logging without adding additional recording hardware.

Database Integration

Teleplex easily integrates with ODBC-compliant databases (e.g., Microsoft® SQL Server™, IBM® DB2®, and others) so that your data can be supplied to agent and IVR applications as required. Additionally, Teleplex collects a wealth of information to help you track usage and to measure Call Center performance. Information about agent activity, call details, customer contacts, and call recordings. The data can then be used in either standard or customized reports.

Easy to Use

Teleplex has many features that make it easy to use and manage:

Extremely easy to configure, and does not require a computer or telephony specialist to change settings as your needs changes.
Extensive use of database for call logging, agent activity, customer contact history, and so on, using ODBC-compliant technology.
Administrative alerts via a screen-popup and/or e-mail to warn of conditions that might require some human intervention.
Monitoring and coaching of calls for quality checks and assistance.
View agent and call activity in real-time. And, the "Wallboard" can be used to display the "big picture" of the most crucial information on a large screen.
TPXSuper application to allow supervisory personal to modify various aspects of the system without the assistance of IT personnel. Includes features for dialer campaign management, agent management, and creation of historical reports.

And...

Teleplex has loads of other bells and whistles too numerous to mention here. A few noteworthy ones include:

Based on standards including H.100, SIP (RFC 3261 and related RFCs), H.323, Active-X CT Council ACT, ECTF S.100, and others.
Multi-tenant support, allowing line and data separation in an outsourcing Call Center and/or when using Teleplex as a common PBX in a large building.
Least-cost routing ("LCR") to route outbound calls to specific carriers or to specific lines.
Automatic documentation. Changing the system configuration automatically generates an HTML phonebook, as well as a help file specific to your Teleplex installation.
Easily integrates as either a front-end or back-end to a legacy PBX to provide expansion capability and/or new functionality.

System Requirements

Teleplex runs on Windows® XP Professional, Windows® 2003 Server, and Linux.
Teleplex itself is not a heavy application. With an appropriate machine it is perfectly feasible and common to run other applications such as a database server and/or web server on the same machine. We therefore recommend a CPU that is a good value at the time of purchase (not necessarily the fastest) plus the minimum recommended memory for the particular O/S (and perhaps more if you are running additional applications). For small systems, an off-the-shelf PC is fine. For larger systems with many telephony boards, a rack-mounted industrial PC is used.
Teleplex is an extremely robust application, and the telephone boards are built to meet telephone company requirements for reliability. Most customers should consider a UPS power supply to handle power surges and outages, and a RAID-based disk system. Finally, customers with additional mission-critical requirements may wish to consider a CompactPCI-based system to allow for hot-swapping of devices.