Ensure calls are never missed with SwyxECR Imagine the reduction in business and
caller by enabling you to easily manage
customer satisfaction that can result
even complex call handling scenarios.
from unanswered phones and badly
This means you can set up options menus
routed calls. Consider the situation
to route calls to multiple numbers or
where all incoming calls have to be
specific departments to ensure they are
answered by one person before the
always answered, and callers can even
call can be put through to the right
be given the option to direct their own
person or department. Without the
calls by touchtone. It is also possible to
right communications solution the time
automatically manage the routing of calls
and resources taken to do this can be
based on factors such as caller ID, called
immense and, at peak calling times, one
extension, time/date/day, and the called
person may not be enough to answer all
party’s Microsoft® Outlook®/Lotus Notes
the incoming calls.
Calendar. Calls can also be routed from one site to another so callers do not have
SwyxECR (Extended Call Routing) is an
to re-dial using a different number and, as
easy to use graphical tool that allows you
an added bonus, internal call mechanisms
to set up action sequences for incoming
can be set up to record Human Resource
calls, ensuring the satisfaction of the
issues such as staff sickness.
Key benefits of SwyxECR
Convey a high level of professionalism
Reduce administration costs and time
even when the company is quite small
through automatic call routing that
Ensure sales opportunities and
any SwyxWare user can set up
customer satisfaction are not
Further reduce costs and support
internal communication by managing
routed or lost calls
basic processes like automatically
Put the caller in the driving seat
routing internal calls using recipient’s
as they decide on how their call
name (including off site calls) and
is routed
recording sick days
adversely affected due to badly
How does SwyxECR work? The Swyx ´Extended Call Routing´ Option
incoming calls. It allows you to clearly
Pack is the graphical extension of the
visualise call handling scenarios in the
Call Routing Manager that is included as
form of a flow chart so even complex
standard within the SwyxIt! softphone.
call handling scenarios can be set up in a matter of minutes with the click of a few
The ECR option contains a Graphical
buttons and drag and drop functions.
Script Editor (GSE) to help you to easily set up rules and action sequences for
For more information contact your local Swyx reseller or visit www.swyx.com
SwyxECR scenarios Scenario 1: Interactive Voice Response (IVR)
Scenario 2: Interactive call forwarding
Incoming calls can be routed to the
A caller hears a welcoming message,
appropriate employee according to the
which provides information on the
caller‘s telephone keypad entries using
different redirection options (”Please
interactive voice response
press 1 to get information on our products. Press 2 to be put through to our
SwyxWare provides the ability to not
support group…”). The caller makes his
only easily define the sequential actions
selection by pressing the corresponding
(through the Call Routing Manager) but
key on the telephone and is then
also link more complex actions logically
connected to the appropriate employee
and to define rules (through the Graphical
or department. In the meantime the
Script Editor). DTMF tone recognition and
caller can listen to product or service
evaluation capability enables interactive,
information or information on upcoming
caller-controlled Interactive Voice Response.
events.
Features of SwyxWare ECR
´Number/Date/Time to Speech´
function
Actions: loop, follow me, message,
record message, generate email,
voicemail, receive DTMF signals,
Graphical Script Editor (GSE)
Interactive Voice Response (IVR)
via DTMF
Text-to-speech (TTS) 1
remote inquiry, access IMAP4
Time and date-dependent actions
mail server
Variables: length of call, number,
Decision-dependent actions (Caller
name, date, time, weekday, extension
ID, Called Extension, Time/Date/Day,
dialed, identification number (PIN)
Outlook/Notes Calendar, etc)
User definable enhancements
through COM objects or procedures
in Visual Basic Script
1
Requires additional licenses
System Requirements
Server: SwyxServer Installation
Client: SwyxIt! softphone
For more information For more information contact your local Swyx distributor or reseller. To find your local distributor or reseller visit www.swyx.com or call Swyx on +44 (0) 118 325 0110 or +49 (0) 231 47770.
For more information contact your local Swyx reseller or visit www.swyx.com