1 Computer Telephony Integration

CTI applications can release users from their desk top telephones. The basic function of a CTI solution is to display a database record on the users screen with details of the caller dialling in. It can also be used to automatically dial out to a contact held in a database or automatically dial a number that has been highlighted in any Windows application.

2 Voice Mail/Auto Attendant

Voice Mail offers a sophisticated messaging service for Extension Users or Departments.

The unit is also an Automated Attendant which will automatically answer calls and direct them to the correct department or extension after following the menu driven prompts.

The AA can be used as a standby when you are busy or if you prefer to answer your calls directly the AA can be deactivated whilst still making use of Voice Mail. A different message can be offered for out of hours.

Delivery of messages can be in many different forms.

1 Interrogation by the extension user in his or her office. 2 The user dialling in from a remote site and picking up messages. 3 Automatic delivery to a remote location when a message has been received.

3 Call Management/Call Logging

Being able to see and track the number of incoming calls that are being received, handled or lost, and tracking how many outbound calls an agent is making and to where can save companies thousands of pounds. Oak provide Advance, a suite of call logging solutions with a range of capacities and features suited to the most complex or simplest of call logging requirements.

4 Call Recording

Recording of incoming and outgoing calls can be vital for some businesses and even a legal requirement for some. Recorded calls could be used as evidence in a court of law or simply used as a training resource for new or existing staff. ProVoice and ProAgent from Oak offer various options and capacities for recording outgoing calls from a single extension or all incoming and outgoing calls for an entire call centre