Telavox UCaaS product specification sheet

A complete list of our telephony, PBX, messaging, meetings and contact center features

Introduction

This Unified Communications (UC) and Contact Center (CC) technical specification sheet has been compiled using the many Request for Information (RFI) and Request for Proposal (RFP) documents Telavox has received over the years. Our own list of frequently requested features and functions was then further expanded upon using information compiled by the market research firms Gartner and Forrester. 

At Telavox, we want to make your technology evaluation process as easy as possible. Therefore, we encourage you to use this document to evaluate all available UC and CC technology generally, and Telavox specifically. 

In the description column, we attempt to provide the most well-established and comprehensive explanation possible for each functionality. When possible, we augment any general description with a more detailed explanation of how Telavox’s unique solution works. 

We believe this list covers 99% of our current features and functions. However, since Telavox is a very flexible platform that is built and managed by 80+ in-house developers, the 1% that may not be listed here is simply functionality we haven’t discovered yet. Therefore, if something you need is not listed here please get in touch with us to discuss how we may build it for you.

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Noteworthy features

Find-me, follow-me and simultaneous ringing

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. What ever device picks up the call first "gets" the call.

Programmable voice

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.

Wrap-up and auto-logout

Allow agents time for post-call processing before they receive their next call. When an agent is not answering or in idle mode for a long time, the system will automatically log them out of the queue/hunt group.

How to read the table

The table column titled "Status" is designed to provide quick feedback regarding whether or not Telavox can provide the requested functionality. When we can, a green 'check' will be shown. If we can not provide the functionality out-of-the box, with some workarounds, or via a third party, a grey 'X' will be displayed.

The number found next to the green 'check' indicates how, or to what degree, this functionality is provided by Telavox. An explanation for each number can be found below.

0

Functionality is not provided by Telavox.

1

Functionality is provided by Telavox, but requires customised integration with a third party: Telavox has established a relationship with a business partner to provide this functionality, but it needs customisation or a workaround.

2

Functionality is provided by Telavox, but requires customisation: The functionality can be accomplished with the Telavox platform, but some customisation or workaround is required.

3

Functionality is provided seamlessly by a third-party product: Telavox has established a relationship with a business partner to provide the functionality integrated into its application. No customisation or workaround is needed.

4

Functionality is provided "out of the box": Telavox provides the functionality from its code base. No customisation or workaround is required.

Functionality is provided by Telavox Functionality is not provided by Telavox

Basic requirements for UC and Contact Center

Requirement Description Status
Unified Communications

Call forwarding with customisable rules (aka call coverage)

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).

4

Blind call transfer
(aka cold transfer)

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

4

Attended call transfer
(aka warm transfer)

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.

4

Shared line appearances (i.e. Boss/Admin; Boss/Delegate)

Typically only known to exist on physical desktop phone. Use case example: assistant can answer the call, see if B is on the phone and enter the call if needed.

0

Call pickup

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.

4

Call waiting

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.

3

Call blocking

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

4

Call parking

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.

4

Callback in queue (aka on-hook waiting)

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”.

4

One number service (aka single number reach)

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.

4

Group/multi-party calling (including escalation from two-way to group call)

Ability to juggle multiple, potentially related, calls on the same device. “Merging” two or more of these calls to form multi-party calls (i.e. three party calls).

0

Distinctive ringing patterns

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

4

Direct in-bound dial (DID) number

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.

4

International numbers

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.

3

Toll-free numbers

Telavox currently offers toll-free numbers for Sweden.

4

Caller ID and call screening (aka reverse phone number lookup)

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

4

Caller ID masking and control

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.

4

Find-me, follow-me and simultaneous ringing

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.

4

Missed call notification

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.

4

Call logs

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.

4

Directory integration

“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.”

4

Click-to-dial

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.

4

Dial-by-name

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

4

Speed-dialing (aka abbreviated dialing)

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

4

Customisable “favourites list” for contacts

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.

4

Last number dialed

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.

4

Extension dialing

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.

4

Paging (including intercom paging for announcements)

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.

1

Fax

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”.

4

Computer-telephony integration (CTI)

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.

4

Do Not Disturb (DND)

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.

4

Interactive Voice Response (IVR) (aka auto-attendant)

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.

4

Automatic callback with callback message

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.”

4

Station lock

Lock desk phone based on time of day, etc. to prevent unauthorised use. When considering Telavox Web App as a desk phone, the computer itself comes with all screen-locks and log in features the customer wants.

0

Unified messaging mailbox

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

4

Speech access options for voicemail for users

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

4

User audio message storage and delete options

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

4

User greeting options

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

4

Message waiting indication

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.

4

Back-up and restore

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.

4

Basic instant messaging and presence

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.

4

Spoken referral

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.

4

Programmable music on-hold

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.

4

Integrated audio, video and web conferencing services

Coming soon

IPv6 support

0

Centralised UI for accessing end user’s conference

Centralised UI for moderating, managing and accessing an end user’s conferences via a desktop and web client

0
Contact Center

Wrap-up

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.

4

Auto-logout

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.

4

Pause system

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.

4

Barge-in

An agent coaching and supervisory tool. Allows a supervisor to listen live to agent calls and “barge-in” if necessary, essentially turning them into three-way conference calls.

0

Whisper advice

An agent coaching and supervisory tool. Allows a supervisor to listen live to agent calls and “whisper advice” privately to the agent while they are on a call with a customer.

0

Programmable voice

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).

2

Outbound queued dialing

 

Ruled-based, queued dialing

0

Surveys

NPS, Customer Effort Score

0

Omnichannel routing

0

Social media interactions

0

Voice Requirements

Requirement Description Status

Compliant with voice standards

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

4

Able to support HD voice (G.722), AWR-WB, Silk, Opus codecs

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.

4

Can scale to 10 000 concurrent calls

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)

4

Can notify users when call quality issues are detected

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.

2
UC Integration

SIP trunking

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.

4

SIP forking (aka Multiple SIP Registrations)

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.

4

Hybrid capability

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.

2

Integrate with other telephony environment via SIP

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

4

Set device for routing calls

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

4

Presence management across devices

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

4

Able to interoperate smoothly with an IM or collaboration platform that is currently in use

Server-to-server interoperability. Where a user on one collaboration/IM platform can chat/interact, within its native experience, with a user that is on the Telavox platform. Telavox can be embedded as a stripped down UI within Microsoft Teams. However, users of MS Teams can not chat with users of Telavox. IMs must occur in one platform or another, there is not native interop.

0

Secure, archivable and auditable enterprise messaging, IM or workstream collaboration services

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.

2

Integrated UC client launch of preferred third-party web conferencing service/application

4

Number porting

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.

4
System and User Features for Voice

Support for hunt groups

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.

4

Delayed Hunt Group (aka fallback hunt group)

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.

4

Skills-based routing

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.

2

Encrypted call recording

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.

3

Remote user/mobility features

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.

4

Emergency notification capabilities

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

4

Least cost routing

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.

4

Hot desking

Hot desking allows users to log in to shared phones to access their own extensions, voicemail and greetings, and other features. So employees can stay connected and productive regardless of their office location.

2

Do not disturb (DND) breakthrough and exceptions

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

4
System Features for Converged Networking

Interface with established local and long-distance public networks

4

Trunk aggregation

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

4

Time-of-day (ToD) routing

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

4

Interoperate with current PBX

4

Interoperate with current voicemail system

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

2

Interoperate with current conferencing system/meeting solution

2

Countries with full PSTN replacement capabilities

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.

4

UC Endpoints

Requirement Description Status

Integrated call controls (including video and collaboration)

2

Personal call management across multiple devices and device types (desk phone, softphone, mobile, etc.)

4

Centralised management, control and distribution of new features and upgrades directly to endpoints

4

Support for wideband, high-quality audio codec support

4

Support for noise cancellation

4

Support for digital signal processing to remove static

4

Choice of headset styles to ensure comfort and enhanced ergonomics

4

Support for bring your own device (BYOD) programs

4

Support for high-definition video (720p or greater)

0

Soft labeling/soft keys

4

IEEE 802.3af PoE standards

4

Full duplex speakerphone models

4

Silence suppression

4

Echo cancellation

4

Integrated support for LDAP directories

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.

4

Customisable phonebook

4

Support for analog devices

4

Keyset or other modules and adapters to expand the phone’s functionality

4
UC Soft Client(s)

Soft client can run in/on various web browser, Windows or Mac

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)

4

All soft clients are able to provide a single interface for all communications functions

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.

4

Keypad dialing

4

Address books with click-to-dial

4

Call lists

4

Post-connect dual-tone multi-frequency (DTMF) dialing

4

WebRTC support

4

Website support widget

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

4

Attendant-specific function keys, speed dial lists and directory functionality

4

Call queuing, call selection and recall handling with call indicators and real-time statistics (calls in queue, time in queue, etc.)

4

Automatic call distributor (ACD)

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.

4

Hunt groups

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.

4

Suffixes

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.

4

Interposition transfer with real-time availability views of other attendants in attendant groups

4

Overflow to another attendant or agent

4

Softphone call handling controls with one-click access

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

4

Screen popup for incoming calls

4

Visual status of user’s line (aka presence)

Red = Busy

Grey = idle

Green = available

4

Trunk-to-trunk transfer

4

Voicemail, Messaging and Presence

Requirement Description Status
Voicemail and Unified Messaging (UM)

Message classification

Message classification options that protect confidentiality and limit distribution

4

Personal UI tools and capabilities

4

Compliance features for GDPR

4

System maintenance and support features

4

Visual voicemail with message transcription

4

Integration with Microsoft Office 365

4

Integration with Microsoft Teams

4

Integration with Google G Suite

4
Instant Messaging or Workstream Collaboration application

Able to change communications mode

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

4

Able to escalate from a one-on-one to a group chat

4

Can initiate group chat

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

4

Can invite members at any time during group chat

4

Guest user access for external parties

2

Can integrate with Microsoft Azure Active Directory

4

Archiving of chat messages

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

4

Visual notification pop-up for inbound or new messages

4

Able to set audio notification for inbound or new messages

4

Message timestamps

4

Messages persist beyond the end of a chat session (required to be considered a WSC application)

4

Ability to thread/nest conversations

2

File sharing

4

Simultaneous co-creation/co-editing of documents

0

Icons or thumbnails for documents shared in chat

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

4

Able to send [PNG, JPEG, GIF, etc.] images in chat messages

4

Thumbnails for images shared in chat messages

4

Manual and automatic creation of hyperlinks for websites/URLs present in chat messages

4

Thumbnails for websites/URLs present in chat messages

4

Emoticons and stickers

4

Able to play animated GIFs shared in the chat/messaging window

4

Able to limit guest user access to shared files, documents, images, etc.

0

Able to set/limit duration of guest user access

0

Able to restrict visibility of messages for guest users

Able to restrict visibility of messages for guest users based on time/date range or other method.

0
Presence Management and Automation

Users can manage personal presence and set their current state

4

Users can create customised presence state(s)

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.

4

Users can set preferred device to make/receive calls

4

Track presence status and available media types for users on contact list

4

Track presence by media, including IM/WSC presence and telephony presence across all devices/clients

4

Route requests for contacts seamlessly and securely across private voice, data and wireless networks

4

Route requests for contacts seamlessly and securely across public wired/wireless networks

4

Ability to request/receive notification of changes to contact’s availability

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

4

Ability to map user’s presence to Microsoft Outlook an Google

4

Automatic adjustment of presence status based on calendar information

4

Automatic adjustment of presence status based on communication mode or device type

4

Automatic adjustment of presence status based on network connectivity status

4

Automatic adjustment of presence status based on location

2

Automatic adjustment of presence status based on user activity

2

Automatic adjustment of presence status based on identity of other parties in the communications channel

0

Multiple status modes

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

4

Authorised users can visually observe the status of other users on the network

4

Color-coded visual icon or status indicator

Red = Busy

Grey = idle

Green = available

4

Users can set custom nickname/change username displayed with the presence indicator

0

Presence can be determined across groups of people based on highest level of availability for one or more members of that group

Telavox does not support presence in IM groups.

0

Initiate communication from same screen as presence status

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

2

Able to limit available communications modes based on user’s presence (e.g. cannot call a user set to Do Not Disturb)

4

Can embed presence information into CRM or ERP systems

2

Web-Based Conferencing Solutions

Requirement Description Status

Simultaneous, shared conferencing for multiple participants

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

4

Desktop/screen sharing

4

Share specific application(s)/document(s)

4

Initiate conference via meeting invitation

2

Ad hoc formation of a conference from contact or by adding participants to existing session

2

Conference/meeting recording

At the moment, Telavox only supports recording voice conferences.

0

Invite participants via email

4

Can integrate with Microsoft Teams

4

Can integrate with Outlook and Google calendar

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.

4

Can integrate with Microsoft and Google file sharing

0

Log conferencing activity for billing and usage analysis

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

2

Chat or messaging capabilities (e.g. IM, WSC, other)

With Telavox, IM/WSC is not “UI-integrated” in the video conferencing view.

0

Change communication mode during session

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

2

Automatic, live generation of closed captions during a meeting or conferencing session

0
Video for UC Integration

Can support multiple use cases and access methods (i.e. desktop, mobile, tablet, room-based, etc.)

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.

2

Support for high-definition video (720p or greater).

4

Can support existing meeting hardware/devices

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

4

Mobile Communications

Requirement Description Status
Mobile Capabilities

Support for Android mobile operating system

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

4

Support for iOS mobile operating system

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

4

Support for Symbian, BlackBerry, Windows Phone, other mobile operating system

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

4

Common user experience shared across clients

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

4

Can make, receive, divert, transfer, mute, hold, park calls from mobile client

4

Can join meetings including video conferences with access to screen sharing capabilities from mobile client

2

Support for codecs like Opus, iLBC, 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.

2

VoIP over cellular data channel (3G, 4G, etc.)

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

2

Integration with Telia and TDC Mobile Networks

4

Can call back to mobile phone from mobile app

4

Can fork inbound calls to ring multiple devices including mobile devices

4

Support for push notifications

4

Support for native dialing

4

Shared presence when on mobile app/client

4

Support for eSim

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

3

Twin sim card

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.

4
Fixed Mobile Convergence (FMC)

VoIP, wireless LAN and cellular mobility combined on a single mobile device

4

Hand-offs between WLAN and cellular networks

Allows for hand-offs between WLAN and cellular networks without dropping calls (for dual-mode phones)

0

Hand-offs between DECT and cellular networks

Allows for hand-offs between DECT and cellular networks without dropping calls (for dual-mode phones)

0

Inbound VoIP call on mobile client while user is engaged in a separate call via the cellular network

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.

2

System Management

Requirement Description Status

System management tools

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

2

System management tool accessible through a web interface or mobile app

2

Online help and templates available

Knowledgebase/support documentation. Developer documents, code examples.

4

Simultaneous multi-admin access

Support for simultaneous administrative access by multiple users

4

Changes visible across organisation

Moves, adds and changes implemented transparently across all locations

4

Non-disruptive system maintenance

No disruption of service due to system management and administration

4

Operational during backups, patches, updates and upgrades

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

4

Audit logs

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

4

Authentication logging

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.

2

Multilevel authorisation access (aka role-based access)

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).

4

Password attribute customisation

1

Multiple worksite management

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.

4

Role-based support for superusers, bill payers, country/business unit-specific users, and specific site users

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

4

Voice and video quality monitoring at an employee, site, business unit and country level

2
Configuration Management Tools

User moves, adds and changes, including emergency services (e.g. E911), data for endpoints

2

VoIP and UC group definitions and assignments

4

Call restriction assignments

4

Class-of-service definitions and assignments

4

Dial plan and routing parameters

4

Call admission control (CAC) parameters

4

Trunk group definitions and individual trunk circuit programming

4

Trunking gateways

4

Bulk provisioning of all UC services, including corporate directory integration

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.

2
Performance Management

Performance management reporting

2

Usage reporting tool providing graphical and numerical data for call attempts, traffic load, incoming/outgoing calls and busy-hour call completion for selected periods

2

Traffic measurements, statistics and counters on business group call usage, patterns, feature usage and hunt groups

2
Telavox Service and Support

Live 24/7 human support available in EMEA regions

2

Live 24/7 human support available in English, Swedish, Finnish languages

2

Support portal available in English and Swedish languages

4

Documentation available in English and Swedish languages

4
Billing

Support for billing in multiple currencies

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

4

Billing at the country level

4

Billing at the worksite level

4

Billing at a business unit level

4

Concurrent user seat/licences

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.

4

See Telavox in action

We’d love to show you what Telavox can do for your business – contact us now to arrange a demonstration.