OpenText™ CX-E Voice – Auto Attendant

Simplify call processing with CX-E Automated Attendant


Organisations today are deploying speech-enabled Automated Attendant and corporate directory capabilities to minimise live operator requirements, as well as provide a more intuitive interface for internal and external callers.

CX-E offers the most sophisticated enterprise-class voicemail and call processing solutions on the market. The Automated Attendant is flexible and highly scalable, allowing different menus by department and location for operating hours, holidays, and more. CX-E can provide unlimited call processing menus to meet the requirements of any business.


Directories & Group Directories

CX-E directories allow outside users to look up the extension number of the person they are trying to reach by entering the first few characters of a user’s name (Dial by Name), or by speaking their name.

Automated Attendant also allows you to create group directories by segmenting the subscriber population. This also allows for the creation of speech directories based on location, PBX integration type, call server or department.

Caller Queueing & Screening

Outside callers who attempt to transfer to a busy extension from the automated attendant get the option to hold until the desired extension is available.

Individual users can also program their mailbox to request the names of callers attempting to transfer to their extension from the automated attendant. CX-E then plays the recorded caller name to the user and asks them whether they’d prefer to accept or reject the transferred call.


Personalised Menus (Extension-Specific Processing)

A CX-E administrator can program a unique custom call processing menu, for any user, presenting options to callers who reach their mailbox.

Easy DNIS/Trunk Group Routing

CX-E can be programmed to route incoming calls to different call processing applications based on the DNIS number or trunk ID of the incoming call.

Interactive Voice Response

CX-E supports an optional fully-integrated Interactive Voice Response (IVR) software module, allowing you to create custom applications that can be called from the call processing menus.

Transaction Processing (Voice Forms)

CX-E can gather verbal input from callers by asking up to 24 separate questions. The responses are compiled into a single voice message and sent to one or more designated user mailboxes.

Fax Tone Detection and Processing

Automated Attendant can be programmed to listen for a fax tone and if detected, process the call with any appropriate action, such as transferring to a fax machine or fax server or sending a message to a user mailbox.

Multiple Transfer Types

Depending on the specific type of call processing application your organisation uses, several types of transfers may be required. CX-E supports four different types of transfers, each with differing levels of call progress supervision.

Audiotext

CX-E lets you create announcement mailboxes that can be used to store and play audio information to callers.

Call Blocking

Individual users can program their mailbox to block the transfer of calls from the automated attendant. Callers attempting to transfer will automatically be placed into message-taking mode.

Find Out More

For more information you can call us on +44 (0) 1962 835053, or email sales@processflows.co.uk.

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T: 01962 835053
E: sales@processflows.co.uk