Glossary

Alternate Numbers

Enables users to have up to ten 10 phone numbers and/or extensions assigned to them. Normal ringing is provided for incoming calls to the primary phone number and users have the option of enabling a distinctive ring for calls to their second and third phone numbers. For outgoing calls from the user, the users primary phone number is the calling line identity.

Anonymous Call Rejection

Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service via a web interface, callers without available caller identification are informed that the user is not accepting calls at that time. The users phone does not ring and the user sees or hears no indication of the attempted call. This service does not apply to calls from within the group.

Authentication

Authentication is performed upon the registration of an IP phone. This ensures that the user of the device is authorized to gain access into BroadWorks. SIP invites may also be authenticated on an on-going basis at pre-defined intervals. Standard digest authentication is used. The authentication information is configured both in the phone and via the group web portal. All call originations from unregistered phones are denied.

Automatic Hold/Retrieve

Enables users who receive a busy condition to monitor the busy party and automatically establish call when busy party becomes available. This service can only be activated when calling within the same group.

Barge-in Exempt

Users with this service assigned cannot have their calls barged in on by other users.

Basic Call Logs

Received, dialed and missed calls logged on Polycom handset.

Broadworks Supervisor (Call Centre Supervisor)

Windows Client, Providing Real-time and Historical reporting of Call Centre Instance and Call Centre Agent. Supervisors can only monitor those agents logged into the Call centre.

Busy Lamp Field

Graphical user status indicator.

Call Centre Express Agent

Windows Client, provides Unity Pro functionality in addition to call centre agent user status, busy, available, unavailable and wrap-up.

Call Forwarding Always

Enables a user to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number. A status indicator on the CommPilot Call Manager identifies whether this service is enabled.

Call Forwarding Busy

Enables a user to redirect calls to another destination when an incoming call encounters a busy condition. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number.

Call Forwarding No Answer

Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number and the number of rings before forwarding.

Call Forwarding Not Reachable

Disaster recovery, will send all calls to a user specified destination number if ADSL is down.

Call Forwarding Selective

Enables a user to define criteria that causes certain incoming calls to be redirected to another destination. If an incoming call meets user-specified criteria, the call is redirected to the user-specified destination. The user controls the service via a web interface, which provides the ability to set the forwarding destination address and the criteria sets for determining which calls require forwarding. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Call Notify

Enables a user to define criteria that cause certain incoming calls to trigger an email notification. If an incoming call meets user-specified criteria, an email (or short message to a cell phone) is sent to the notify address informing the user of the details of the incoming call attempt. The user controls the service via a web interface, which provides the ability to set the notify email address and the criteria sets for determining which calls trigger a notification. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Call Pickup – Direct

Allows a user to answer a call, which has come in direct to another extension by dialing a feature access code on the phone, or right clicking on the users orange BLF indicator on Unity.

Call Pickup – Direct with Barge-in

In additional to the licence above, this instance allows a user to barge in on a call which has already been answered by another user, thus creating a 3-way conference call.

Call Transfer

Allows a user to pass a call, once answered to another internal/external phone/s, mobile phone or voicemail.

Calling Waiting

Enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone. To answer the waiting call, the user depresses the flash hook. The user connects with the waiting party and holds the original party. By depressing the flash hook, the user reconnects to the original party and holds the waiting party. The feature completes when any party hangs up. Users can also execute call waiting via the CommPilot Call Manager.
Users can activate/deactivate the Call Waiting service for all incoming calls via their web interface. Users also have the option of canceling their Call Waiting on a per-call basis by dialing the respective feature code for Cancel Call Waiting per Call before making the call, or after a switch-hook flash during the call. Once the call is over, Calling Waiting is restored.

Calling Line ID Blocking Override

Enables users with this service assigned to always receive the Calling Line ID if available, regardless of whether or not it is blocked by the calling party. As an example, this capability could be used by law enforcement agencies in certain countries.

CommPilot Call Manager

Provides a web-based tool for users to invoke their services, as an alternative to using feature codes or depressing the flash hook. The following features are included with the CommPilot Call Manager:

  • Click-to-Dial enables user to input and dial a number, dial directly from a drop-down Phone List (Personal, Group or Call Log) or Outlook tab, or click the Redial button.
  • Answer Call enables user who is already engaged in a call to answer another waiting call. When available, Calling Line ID is displayed with callers name and number.
  • Call Hold/Retrieve enables user to place an existing call on hold for an extended period of time, and then retrieve the call to resume conversation. While the calling party is held, the user may choose to make a consultation call to another party.
  • Call Transfer enables user to redirect a ringing, active, or held call to another number or directly to voice mail. Before transferring the caller, the user may choose to consult with the third party first or establish a three-way consultation.
  • Conference enables user to establish a three-way call involving two other parties.
  • Release Call enables user to disconnect a call that has been answered.
  • Configure Services buttons are provided to enable user to turn on/off frequently used services such as Call Forwarding Always and Do Not Disturb. Alternatively, if CommPilot Express has been configured, the user may change their CommPilot Express status (e.g., Available, Busy, Unavailable) by choosing from a drop-down list.

CommPilot Express

Enables users to pre-configure multiple profiles for managing incoming calls differently based on the users status:

  • Available In the Office
  • Available Out of the Office
  • Busy
  • Unavailable

Each profile includes preferences for managing the relevant incoming call functions (e.g., Call Forwarding (busy, no answer, always, selective), Voice Messaging, Simultaneous Ringing, Call Notify), which can be configured through a single easy-to-use web page. Users can also select their active profile via their CommPilot Call Manager, and/or an IVR menu. If a user elects to use CommPilot Express, it will take preference over all of other service settings associated with processing incoming calls.

Diversion Inhibitor

Provides the option to prevent calls that are redirected by a user to be redirected again by the called party to their voice mail. It is especially useful for service such as simultaneous ring and sequential ring. If simultaneous ring is engaged, and one of the lines has voice mail pick up set for 2 rings, this feature will continue to ring all the lines past the two rings and not transfer the call to voice mail.

Do Not Disturb

Allows users to set their station as unavailable so that incoming calls are given a busy treatment. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. A status indicator on the CommPilot Call Manager identifies whether this service is enabled.

Flash Call Hold

Enables users to hold a call for any length of time by flashing the switch-hook on their phone and dialing the respective feature activation code. Parties are reconnected again when the switch-hook is flashed and the feature activation code is dialed again.

Last Number Redial

Enables users to redial the last number they called by clicking the Redial button on their CommPilot Call Manager or by dialing a feature code (e.g., *66).

Outlook Integration

This service enables users to integrate their personal contacts in Microsoft Outlook with their CommPilot Call Manager. Using the Outlook Contacts tab in the Call Manager, users can perform a search of their personal Outlook contacts by name or company. Once the desired contact is located, users may click-to-dial one of the contacts phone numbers, or the user may choose to display the contacts v-card by clicking their name. When receiving a call, the users Microsoft Outlook contact database is searched for a match of the callers phone number. If a number is matched, the user is given the option of clicking the icon next to the incoming calling name in their Call Manager window to open the callers v-card. Users may also choose to have new Outlook journal entries automatically opened for incoming and/or outgoing calls.

Priority Alert

Enables a user to define criteria to have certain incoming calls trigger a different call waiting tone (i.e., alert) or a different ringing cadence than normal calls. The user sets the criteria (e.g., incoming calling number, time of day, day of week) for determining which calls require priority notification via their CommPilot Personal web interface. Multiple criteria sets, or profiles, can be defined.

Push to Talk

Enables user-to-user intercom service across an enterprise. When a user dials the respective feature access code followed by the called parties extension, the system will request that the called station answer automatically. Users and administrators can define accept and reject lists, which may include wildcards.

Remote Office

Enables users to access and use their BroadWorks service from any end point, on-net or off-net (e.g., home office, mobile phone). This service is especially useful for tele-workers and mobile workers, as it enables them to use all of their CommPilot features while working remotely (e.g., extension dialing, transfers, conference calls, Outlook Integration, directories, etc.). In addition, since calls are still originated from BroadWorks, the service provides an easy mechanism for separating personal and business phone expenses, as well as keeping alternate phone numbers private. This service must be set up by the group administrator.

Selective Call Acceptance

Enables a user to define criteria that causes certain incoming calls to be allowed. If an incoming call meets user-specified criteria, the call is allowed to complete to the user. All other calls are blocked and the caller is informed that the user does not wish to receive the call. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls are allowed to complete. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Selective Call Rejection

Enables a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets user-specified criteria, the call is blocked and the caller is informed that the user is not accepting calls. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls require blocking. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Sequential Ring

Enables users to define a find-me list of phone numbers that are alerted sequentially for incoming calls that match specified criteria. While the service searches for the user, the calling party is provided with a greeting followed by periodic comfort announcements. The caller can also interrupt the search to leave a message by pressing a DTMF key.

Shared Call Appearance

Allows for incoming calls to ring on up to 5 additional phones simultaneously, connecting the first phone to be answered. If one of the phones is already hosting an active call under the line ID, incoming calls are delivered to the active phone and any outgoing calls from another phone using the same line ID are blocked.
Certain IP phones can present the following states across their lamps: idle, progressing, alerting, active, and held. Certain IP phones can also support the hold/retrieve function, whereby calls on shared lines can be held on one device and retrieved from another registered device.
Example applications of this service include setting up a second line for an executive assistant or creating a hosted key system solution with multiple lines being shared across multiple phones in an office.

Simultaneous Ring Personal

Simultaneous Ring enables users to have multiple phones ring simultaneously when any calls are received on their BroadWorks phone number. The first phone to be answered is connected. For example, calls to a users desk phone could also ring the users mobile phone, in case the user is not at his/her desk.

Speed Dial 100

Enables users to dial two-digit codes to call up to 100 frequently called numbers. Entry of the two-digit code is preceded by a configurable prefix: 0-9, A-D, *, or # (default). Users can program the numbers in their directory via the Speed Dial 100 page in their CommPilot Personal web portal, or directly through their phone using the respective feature access code (*75 default).

Speed Dial 8

Enables users to dial single digit codes to call up to eight different numbers, such as frequently dialed numbers or long strings of digits that are hard to remember.