Release Version 5.0 extends Unified Communications features to teleworkers and road-warriors, adds social networking-style communications through “MXIE Presence Notes™,” boosts contact center productivity and efficiency, and makes it easier to maintain a company’s IP telephony network.
The release was instrumental in Next Generation Networks Magazine’s decision to honor Zultys with an NGN 2009 Leadership Award for its outstanding products and contributions to IP telephony.
Zultys Release Version 5.0 eliminates the need for licenses for SIP Trunk Support in a continuous effort to simplify customers’ access to the latest technologies, as well as:
Keeping in Touch with Your Mobile and Remote Workers
Find Me, Follow Me: Advanced call handling features provided by MXIE, the Zultys personal Unified Communications client, extended to allow the IP-PBX system to locate a user at up to 16 different contact points including mobile and home phones. A user’s desk phone and mobile may be twinned to ring simultaneously. Calls may be easily switched from a mobile phone back to a desk phone.
MXconnect™: Now you can make ANY phone number (e.g. your home or mobile phone) an extension of your office, allowing you to not only answer your ringing extension from anywhere, but also place a call on hold or even transfer the call back to an internal extension using our state-of-the-art MXIE™ CTI application. Allow anyone to work and connect from anywhere, including your inbound Contact Center agents.
MXIE Presence Notes: Enterprise-wide Presence and Instant Messaging features of MXIE expanded to allow users to type a short note that provides additional status information that is displayed to all other users such as “back at 2pm,” or “In training all day.”
Improving Productivity for Contact Centers
ScreenDial™: Allows you to dial from any desktop or web-based application. Simply select the phone number on the screen and press your choice of customized Hot Key (e.g. CTRL F12). Dial from CRM, Word, Excel or even web-based or hosted applications.
Call Attached Data: Allows the Systems Administrator to define and construct a pop-up notepad or drop-down menu that is displayed upon making or receiving a call. A user on our system can add specific information (completely customizable), such as notes, wrap-up codes and account codes. This data will even be transferred with the call to other agents as the call is processed. When the call is completed, the call attached data is added to the call log and is easily retrievable for additional actions, reference and analysis.
Call Recording from Any Phone: Record all calls, regardless of the type of phone – SIP, analog, or mobile phone, even calls that are transferred off system. Call recording is integrated into Zultys MX products. Call recordings may be managed via Visual Voice Mail, stored, forwarded, and archived.
Call Detail Record Archiving: Store an unlimited number of call detail records in an external MySQL database facilitating long term historical reporting of call trends and staff utilization. The data may be reported by using the 38+ standard Zultys reports or via 3rd party tools such as Crystal Reports connecting via the industry standard ODBC connection.
Network and Phone Enhancements
Session Border Controller and Port Mapping for improved security. Organizations may deploy the MX system behind the corporate firewall while allowing remote teleworkers and mobile employees to securely connect and operate as if they were in the office. The advanced Near-end and Far-end NAT Traversal feature set negates the need for the complex Virtual Private Network (VPN) connections that other systems require. This feature is included as standard and requires no additional equipment. It also provides added protection to an MXcluster™ implementation with near-end and far-end NAT traversal.
ZIP 5-series SIP Phone Enhancements: ZIP-5 series SIP desktop phones may now directly access the corporate directory via XML browser. Management has been enhanced with additional settings to control back-light mode, missed calls indicator, hands-free mode and the ability to quickly re-order keys.
ZIP 5-series Silent Monitoring: Supervisors may silently monitor contact center agents in real-time to for coaching and training purposes.
Real Time SIP Call Monitor/Packet Capture: System administrators may quickly capture and review SIP messages sent to and from the MX system for troubleshooting and network monitoring.
Version 5.0 also lays the foundation for important new features and capabilities that will be released later this year, including mobile presence clients and service features, desktop video, and more.
Full details are available at http://kbs.zultys.com/
Latest MX Software Release 4.2
MX Software Version 4.2 is the current software release for the MX family.
MX Version 4.2 Standard Features Include:
ZIP 5-series handset integration with MXIE
When bound to a Zultys ZIP 5-series phone, users may answer, hold and retrieve calls directly from MXIE without the need to touch the phone. MXIE users may seamlessly switch between multiple calls from their MXIE call control window. This added convenience further enhances the user’s experience when using a ZIP 5-series IP phone, and increases the value of MXIE for all users.
Enhanced MXIE integration is also supported for Polycom IP phone deployments.
MXIE Fax driver for Apple Mac systems
In addition to the existing Windows fax driver support, Apple Mac users may now take full advantage of the electronic faxing capabilities of MX through the introduction of a Fax Driver for Apple Mac OS X. This enhancement allows Mac users to print a document to the MX fax service, enabling desktop outbound faxing.
MXmeeting – Zultys web conferencing and collaboration solution
Release 4.2 provides MXIE enablement for the forthcoming MXmeeting family of 4-in-1 web conferencing appliances which will be available early in 2009. One click from your MXIE and you are hosting or participating in a web conference with colleagues or customers around the globe. MXmeeting provides the following capabilities:
Web conferencing – sales presentations, product demos, interactive collaboration;
Remote Support – remote desktop support for PCs and Macs;
Remote Access – access to office or home PCs from anywhere anytime;
Web Seminar – seminars for view-only attendees, guaranteed attendance
Caller Name support for FXO trunks
MX now supports decoding of Caller Name information if provided as part of Caller ID service on FXO trunks. (Service must be supported by carrier.) This gives the user the ability to answer incoming calls appropriately and professionally. MX clients engaged in Business-to-Business communication benefit from better management of voice mail messages by attaching the caller’s business account name to the message, instead of the calling party’s business telephone number of the physical trunk actually used to place the call, which may not reflect the caller’s main listed directory or corporate identity.
16 Simultaneous Roles in MXIE
Some users require multiple roles of MXIE to be displayed simultaneously, such as call center agents or group supervisors. This enhancement provides expanded scrolling and sizing capabilities for the MXIE screen so that all role sessions can be easily accessed and viewed, without altering the resolution of the user’s monitor screen.
Affected Systems
Version 4.2 is now available for all MX30 and MX250 systems and may be downloaded from the Zultys Resource Center. This upgrade may be applied free of charge to systems covered by a current extended warranty or software subscription. For systems not currently covered please contact your Zultys sales representative or distributor for upgrade pricing.
For further information on the above and full details of all new features, improvements, and bug fixes included in Release 4.2, please download the Release Notes from the Knowledge Base System.
MX Software Release 4.0.14
MX Version 4.0.14 Standard Features Include:
Enhanced remote functionality
MX Version 4.0 opens the door of interconnection to a world of opportunity regardless of a user’s physical or geographical boundaries. Customers have the ability to assign users from remote MX systems into any local group (Operator group, Hunt group, ICC and/or ACD). This enables contact centers agents or operators to offload peak calling volumes or extend work hours across multiple time zones. Should an operator need to park a call for a remote MX user, the user from any MXgroup node can retrieve the parked call through the pickup feature, making large MXgroups appear as a single, cohesive community.
ZIP 5i IP Phones and Expansion Modules
The ZIP 5i range of IP Phones and Expansion Modules are the perfect complement to Zultys’ award-winning MX Unified Communications platform. The ZIP 5i line consists of the following models of IP Phones and Expansion Modules:
ZIP 51i – 3 Line x 16 Character display; 1 call appearance with transfer capability
ZIP 53i – 3 Line x 16 Character display; 6 programmable keys, 9 call appearances
ZIP 55i – 144 x 75 pixel backlit LCD; 6 soft keys & 6 programmable keys; 9 call appearances
ZIP 57i – 144 x 128 pixel backlit LCD; 30 programmable keys; 9 call appearances
ZIP 57i CT – Identical is function to the ZIP 57i phone, plus an integrated DECT base station and cordless handset
ZIP 536M Expansion Module with 36 programmable keys and LED status indication; suitable for ZIP 53i – ZIP 57i models
ZIP 560M Expansion Module with 60 programmable keys, LCD-based paperless labeling system, and LED status indication; suitable for use with the ZIP 55i – ZIP 57i phones
Standard ZIP 5x phone features include:
Multiple line/call appearance keys with in-use LED indications
Comprehensive Busy Lamp Field (BLF) support
Programmable function keys
Intuitive, user-centric screen menus
Full duplex conference quality hands-free speakerphone
Built-in headset jack
Embedded XML browser
Full GUI-based configuration via MX Administrator UI
Supports 802.3af Power over Ethernet (PoE), plus included AC wall adapter
Multi-key expansion modules available
Microsoft Outlook Integration
MX Version 4.0 greatly enhances the integration of Microsoft Outlook, enabling better symmetry between this widely used email client and MXIE. Not only can users access MS Outlook Contacts to easily dial at the click of a mouse, but also managing Address Book records has been streamlined. In addition, MXIE can now match up Outlook Contacts with MXIE’s Caller ID™ field so that names as well as numbers are displayed during calls or in the MXIE voice mail window, regardless of the information forwarded from the PSTN carrier or ITSP provider. MX voice mail messages matching Outlook Contacts are automatically saved as .wav files with the contact’s name constructed into the file name.
User-Defined Caller ID
MX users now have the ability to explicitly define the Caller ID information that is sent to their callers by individual preference. When needed, agents can protect their identities by displaying a toll-free number or have calls appear to have been originated from various clients’ locations. Users might prefer to have their department contact number sent instead of their company’s main listed directory number or individual DID number to streamline handling of returned customer calls.
Enhanced DTMF Operation
MX Version 4.0 allows system control to be shared between the MXIE interface and the phone itself through enhanced DTMF operations. Logging into a phone or group, changing presence settings or call forwarding rules, and retrieving messages in the MX Voice Mail system can now be controlled using DTMF tones generated via a standard phone keypad. A White Paper is available from Zultys’ KBS (http://kbs.zultys.com) that details information on usage and functions available.
Voice Mail Retrieval via Bound Phones
Users may select to play back Voice Mail messages and Call Recordings using the bound device / phone as the audio device. This ability provides improved privacy as users may elect to play audio through their bound phone rather then through the open speakers of their PC. This function also reduces unnecessary noise levels in cubicle environments. Additionally, Bound Phone Playback enhances MXIE functionality in Thin Client environments (EG: Terminal Services / Citrix) where client machines often lack sound cards or speakers, or have inadequate performance to support full audio playback.
.wav Files Uploaded as Mailbox Greeting
Special promotions or standardized audio signatures can provide consistency in voice mailbox greetings within specific departments or throughout an entire organization.
Intel-Powered Mac Compatibility
MX has long supported older Macs powered by Motorola processors. MX Version 4.0 adds improved interoperability with newer Intel-powered, Mac-based clients. For example, users can run sessions of the MXIE client interface in virtualized environments on Mac OS X “Leopard” and Windows XP or Windows Vista using Parallels Desktop for Mac.