COVoice is a stand-alone voicemail/call processing system for hotels and businesses. It is designed exclusively for the Mitel family of PBX’s.
COVoice integrates with the SX-50, SX-200 and SX-2000 PBX’s via COV/Superset ports. COVoice is the innovative definition of true Computer Telephony (CT), offering full-featured CT voice processing solutions.
COVoice has a proven track record with thousands of successful deployments around the world and has been widely adopted in virtually all hotel brands and sizes. The Hospitality package with PMS integration is included with the system.
ACD Hunt Group DND Activate/Deactivate: Using the Scheduled Event feature described below, and Automatic Call Distribution (ACD) Hunt Group can be placed in and out of Do Not Disturb (DND). This allows ACD Groups to be activated and deactivated at specifically designated times and dates. This feature is available on the Mitel® SX-200 Digital, SX-200Light, and SX-2000 systems, equipped with the appropriate software.
Advanced Menuing: A menu can use all keys (0-9,*,#) for specific and/or multiple functions. For example key “1” can be used for transferring to a department (e.g., sales) and also used to transfer to an extension (e.g., extension 100). Options for each key include the following:
· Call Transfer: transfer direct to specific extension; request an extension; or enter first key of an extension number range.
· Extension Directory
· Mailbox Directory
· Play File
· Voice Mail: transfer direct to a specific mailbox; request a mailbox; or enter first key of a mailbox number range.
· Invalid Key
Auto Day/Night 1/Night 2 Switching: Using the Scheduled Event feature described below, COVoice can be programmed to automatically switch the PBX to Day/Night 1/Night 2 modes any time of day, day of week, and/or specific day of year. Automatic switching reduces the possibility of human error when different call processing modes are associated with different time schedules. This feature is available on the SX-50, SX-200 Digital, SX-200 Light, and SX-2000 systems.
Auto Disk Optimization: During the designated system clean-up time, the hard drive will be defragmented and all files will be properly compressed. Cleanup can be programmed for any time of day or day of week.
Auto Message Pause on Hold: While listening to a message, pressing the Hold key on the telephone will temporarily pause playback of the message. Playback will resume once the call is retrieved off hold. It is also possible to pause playback by pressing the “8” key while listening to a message. Playback will resume after 30 seconds or it can be manually re-activated by pressing any key during the pause cycle.
(Pressing the “8” key while retrieving messages allows the user to skip over new messages and listen to saved messages. See Fast Forward/Rewind, Message Skip feature description for additional clients.)
Auto Reply: When an internal extension calls another internal extension that is forwarded to voicemail, the name or number of the calling extension’s mailbox is included automatically with the message. This allows the recipient of the message to reply quickly by pressing the “5” key and recording a response on the sender’s mailbox.
Auto Time Synchronization: COVoice reads the time on the integrated digital display and updates its internal clock, if necessary. This insures that the PBX and COVoice share the same time information for important events requiring both systems to be synchronized.
Caller Holding/Queuing: When callers are transferred to an extension that is busy, they can request to be placed on hold. The system will inform the caller of their queue position. Timing parameters between reminder messages are programmable.
Call Screening: Users may be notified of who is calling before the transfer occurs. Callers announce their name and the user can either accept or reject the call.
Certified, Priority, and Private Messages: Messages labeled with Certification will generate a receipt in the user’s mailbox when the messages have been retrieved by the intended recipients. The time and date of retrieval is included in the message receipt.
Messages labeled with Priority are heard prior to new messages.
Messages labeled as Private can not be copied into another mailbox.
Channel Control: COVoice’s unique schedule-oriented architecture promoted greater flexibility and administrative control over call processing. COV integration advances an interactive communication platform between your PBX and COVoice. All digital signal information or display packets sent by your PBX are “read”, checked against user definable conditions, and processed quickly and efficiently. By dialing proprietary feature access codes and/or pressing the appropriate softkeys, COVoice can also “talk” to your switch and command scheduled events to occur on cue. For example, COVoice can automatically direct your PBX to change from Night mode to Day mode at a certain time each day of the week.
Class of Service: The Class of Service Form allows the customization of specific features and functionality which can then be assigned as a template for a single or group of extensions/mailboxes.
Class of Service options include selection of mailbox mode, Hotel/Motel features, timers, mailbox and extension maintenance options, forwarding capabilities, notification options, password options, distribution list types, message sending options, loudspeaker paging options, personal operator, holding, screening, and transfer type.
Cleanup: Cleanup is a COVoice utility program designed to defragment the hard drive, sort and organize files and directories, purge old log files, and purge old messages. Cleanup can be programmed at any time of day and day of week.
COV Integration: COVoive utilizes the only Mitel-approved COV PC card providing COV integration. Because both the PBX and COV card were designed by Mitel, COVoice provides the best possible integration available. COVoice will integrate with the following Mitel PBX’s: SX-20, SX-50, SX-100/200, SX-200Digital, SX-200 Light, and SX-2000 systems. Each PBX has independent features and capabilities.
COVTest: COVTest is a utility program designed to display up to four COV ports simultaneously. This advanced diagnostic tool emulates the Mitel Superset 4 telephone with all softkey, hardkey, speed call key, DTMF keypad functionality, status, testing, and system programming.
Custom Prompt Recording: Prompts and greetings can be recorded and replaced quickly and easily through the administrator’s mailbox using a touch-tone telephone or through the COVoice’s maintenance programs. As an option, VSR can also provide custom prompt, greeting, and on-hold information from our recording studio.
Date and Time Stamping: A date and time stamp, indicating when a message was sent, may be played automatically or manually. This feature may be programmed by the user through the mailbox or by the administrator.
Definable Primary Operator: Specific extensions may be assigned as the main operator. Primary operators are accessed by callers by dialing “0”. COVoice also provides the option of assigning Personal Operators. (See Personal Operator feature description for details.)
Dial Through During Greeting: While listening to a mailbox greeting, a caller may dial another extension and be routed to that specific extension. For example: A caller who is trying to reach the company president, and who is subsequently routed to voicemail, may dial the executive secretary’ extension provided by the mailbox greeting.
Distribution Lists: This feature allows a list of mailboxes to be assigned to a distribution list.
- A System list can include up to 200 mailboxes. This list can be accessed by all mailbox owners who have been granted access via class of service.
- A Personal list is programmed and accessed only by the mailbox owner.
- A Manual list is an impromptu list created by the mailbox owner. Manual lists may be saved as personal lists for future sending.
- DND-Treat as Call Forward Follow Me (CFFM): This feature determines whether COVoice will treat the called extension which has been placed in Do Not Disturb (DND) mode as a Busy condition or follow the Always forwarding option defined in the Extension Form.
Do Not Disturb (DND) Remote Extension Set and Clear: COVoice can be programmed in the Channel Form to set and clear the DND feature on an extension, hunt group, or ACD hunt group of the PBX. This feature is PBX-dependent.
Easily Constructed Menu System: Menus can be easily constructed and maintained onsite or remotely. Outgoing information, extension/mailbox directories, call transfers, access to voicemail, etc. may be quickly set up and modified when needed. Up to five prompts can be assigned to each menu.
Enhanced Notification: Users may be notified of messages by programming COVoice to call a pager, cellular telephone, internal, or an external telephone number. Each programmed number can be defined by message type, start and stop times, day(s) of the week, number of dial attempts, and intervals between dial attempts. Enhanced notification dials through a list up-to-ten programmed numbers until the message has been retrieved or the designated number of notification attempts have been exceeded.
Extension Conflict Dialing: COVoice has the ability, similar to the PBX, to allow digit conflict dialing. For example, extensions 10, 100, 1000, 10000, and 100000 can all reside on the same system.
Extension/Mailbox Creation and Editing: Extensions and mailboxes may be added or edited by the system administrator. Flexible maintenance programs allow editing capabilities via touch-tone telephone or keyboard entry without interruption of service.
Extension/Mailbox Range Selection: A complete range of extensions may be assigned quickly by the system administrator, eliminating the need to add extensions one at a time. Existing extensions and mailboxes can be copied and used as a template for range programming.
External Priority Labeling: External callers can assign a priority status to messages. Messages with this enhanced status assignment will play prior to any new messages in the mailbox.
Fast-Forward/Rewind Message, Message Skip: A mailbox user can fast-forward or rewind through a message by pressing the “#” or “*” keys respectively. Message advance and repeat is measured by time intervals defined in Class of Service.
Pressing the “7” key during message retrieval skips to the next saved message. Pressing “8” skips over new messages so that the user may listen to saved messages only.
Flexible Extension/Mailbox Length: Extensions and Mailboxes can be programmed in variable lengths from two to six digits. Extensions can include numerical digits 0-9, asterisks (*) and pound symbols (#); mailboxes can use digits 1-9.
Forwarding: Mailbox & Extension: Users may forward their extensions or mailbox to another mailbox, extension, menu or external number. This may be activated on or off-site and be preprogrammed to activate at specific times and dates.
Each extension in COVoice can be programmed to forward to different extensions on the following conditions: Always, No Answer, and Busy. No Answer and Busy conditions may have an alternative secondary destination. Forwarding can be programmed for Smart or Blind Transfers.
This feature is very similar to the Call Rerouting feature in the SX-2000 PBX.
Hospitality Package: The Hospitality package focuses on voicemail services specifically designed for the hotel guest. Features include guestroom messaging, 24-hour access, message waiting indication, single-button access, wake-up calls, remote retrieval of messages, password protection (if required), and hotel operator assistance by “0” key assignment.
Hotel/motel administrator(s) can perform many routine tasks such setting and resetting guest room mailboxes, setting and clearing wake-up calls, and leaving messages.
Immediate Dialing: Immediate Dialing allows key multi-functionality. With Immediate Dialing, you can assign a menu key to rout to a specific destination or to an extension/mailbox number. For example, you can program “1” as a single-key option to transfer to extension 105, in addition to the standard option of dialing the complete extension number.
Loudspeaker Paging Announcements and Call Retrieve: COVoice gives a caller attempting to reach an extension that has been forwarded to the voice mail the options of leaving a message, trying another extension, or paging. If the caller elects to page, COVoice will place the caller on hold, dial the paging system access code, and make a paging announcement such as “Joe Smith, you have a call holding, please dial 5301”. (In this example, “5” is the remote hold retrieve access code and “301” is the voicemail extension number that is holding the call.) Joe Smith would go to any telephone on the system and retrieve the call by dialing the specified code. If Joe Smith does not retrieve the call, the caller can leave a message or try another extension.
The announcement message can be modified via Class of Service to page either the extension number or name; it can also be modified to record and announce the caller’s name.
Loudspeaker Play File: This feature will play a voice file over the paging system at a specific time. For example, a customer may be a retail store that closes at 6:00 PM. At 5:45 PM, an announcement can be made asking all customers to bring their purchases to the cashier. Many other options are available.
Mailbox Modes: A mailbox can be programmed in different modes:
- Take Messages – allows the greeting to be played and the caller to leave a message The caller can simply hang up or press any key for more options. This is the most common mailbox mode.
- Greeting Only – plays the greeting, and then hangs up. Dual Tone Multi-Frequency (DTMF) digits are permitted in this mode. If mailbox forwarding is defined, the caller will route to the forwarding destination.
- Hotel/Motel – plays a prerecorded greeting indicating the hotel/motel guest is unavailable. The caller has the option of leaving a message or transferring to the hotel operator. The prerecorded greeting can be customized to meet the hotel’s particular needs. (See Hotel/Motel package for additional feature information.)
- Hotel/Motel Admin – provides secured access to hotel/motel administrative functions such as setting resetting guest room mailboxes; setting, checking, and printing wakeup calls; and leaving messages. Multiple administrators may be assigned to this mode.
- Q & A – provides survey services via voice or press-key response. mailboxes may be programmed to ask up to 99 questions per mailbox. When played back, one contiguous message is heard. Each answer is replayed after playing the corresponding question number. Forward and rewind features are allowed during playback.
- RAD (Recorded Announcement Device) – will play the greeting, ignore DTMF digits, wait two seconds after greeting ends, and then hang up–or if mailbox forwarding is defined, the caller will be routed to another destination. RADs are typically (but not necessarily) used in an Automatic Call Distribution (ACD) environment to prompt callers of their holding queue status, in a hotel to play a wakeup message, or to provide information about the company. A RAD on the Mitel PBX works through an ONS (On Premises) analog connection. Additional hardware is required if ACD RADs are to be used as specified by Mitel.
- Service Bureau Mailbox – plays a mailbox greeting, takes a message, and then hangs up. All DTMF digits are ignored. This mode is typical for customers who resell mailboxes to end users and who want restrictive access.
- Menu Prompt Recording: Menu prompts can be recorded through a touch-tone telephone either on or off site, or they can be imported from another medium such as a file, cassette, or DAT tape. Up to five prompts per menu are allowed.
Message Retrieve, Save, Copy and Delete: Users can access their mailboxes either internally or remotely and retrieve, save, copy or delete messages. Saved messages will be retained for a time period specified in Class of Service.
Message Waiting Lamps: Message Waiting lamps can be activated on all Mitel PBXs equipped with this capability. The lamp can be activated without ringing the telephone. If a Lamp is not installed on the specific telephone, the bell will ring at an interval determined by the PBX. message Waiting Lamps can also be lit across an MSDN network.
Multiple or Single Greetings: Users can record single or multiple mailbox greetings. Multiple greetings may extend up to ten greetings maximum per mailbox; each greeting may be activated as desired.
COVoice also provides a hotel default greeting which informs callers that the guest is not available. This greeting can be customized by the administrator for a specific property greeting.
On/Off Site Programming and Recording: Users can internally or remotely program their own mailbox features through touchtone telephones. Programming capabilities include recording or editing mailbox greetings, changing the mailbox mode, assigning a personal operator, and activating or deactivating enhanced notification.
PMS (Property Management System) Integration: COVoice can integrate to any PMS system that follows the Mitel or Richi/Centigram/Hyatt Encore PMS protocol. PMS integration is achieved either directly to an available PMS port or indirectly through the connection between the PMS system and the Mitel PBX. No additional PMS or PBX hardware or software is required for indirect connection.
COVoice’s indirect PMS Integration works by monitoring the data transferred between the PMS system and the Mitel PBX. It then utilizes the information obtained to automatically clear messages, pending wakeup calls and message waiting lights when a guest checks in or out. This optional feature is available on the SX-200 Digital, SX-200 Light, and SX-2000 systems equipped with PMS integration.
Password Protection: Mailboxes may be assigned a fixed or variable length password, or no password. Passwords can be from 3 to 15 digits in length.
Personal Operator: Each mailbox can be programmed for a personal operator rather than the primary system operator. While listening to mailbox greeting, the caller can press “0” can be transferred to a departmental secretary, assistant, or any extension. For example, a caller transfers to the sales department but all sales personnel are busy; the caller can then dial “0” and transfer to the sales secretary, not the main operator. Feature access is controlled through Class of Service and modified by the mailbox owner.
Q&A Mailbox: Mailboxes may be programmed to ask up to 99 questions per mailbox. Answers may be via voice, touch tone “0-9”, or “1” for “Yes”/ “2” for “No”. When played back, one contiguous message is heard. Each answer is replayed after replaying the appropriate question number.
Quick Setup: Quick Setup is a powerful programming tool designed to bring your system on line with a minimal amount of effort and time. Many of the default values and common features are preconfigured, requiring you to enter only organization and PBX-specific information.
Remote Maintenance and Modem: Complete system programming, diagnostics, and maintenance can be performed off site using the modem and CoSession™ Host maintenance software supplied with each COVoice system. CoSession Remote Communications software (optional) is required to access the system from a remote computer.
Remote Telephone Forwarding to Voice Mail: With this feature, mailbox owners can remotely forward their telephones to voice mail. This call forwarding option can also be preprogrammed, using Scheduled Event, to occur automatically at a specified time or date, or “on the fly” from the owner’s mailbox. For people who travel extensively and forget to forward their extensions prior to departure, this feature is particularly useful n eliminating the noisy ringing of an unanswered phone. Remote forwarding is available on the SX-200 Digital, SX-200 Light, and SX-2000 systems.
Reports: COVoice can generate detailed reports on numerous system functions and activities. Information can also be exported into a shared text format to allow import capabilities into a peripheral program.
Restricted Password: A restricted password can be assigned by a mailbox user to authorize someone else to login into his/her mailbox, retrieve messages, and save the messages. No message deletion is allowed.
Scan Messages: Scan Messages offers a unique and very efficient way to search for a specific message. A user can hear the first five seconds of each message by pressing “7 + 1” while listening to the beginning of the first new or saved message. Once the desired message has been located, pressing “1” will replay the message from the beginning and offer all of the options available after the message has been played.
Scheduled Event: Scheduled Event is a very powerful channel control feature allowing COVoice the ability to dial virtually any digit string at any time or date on any specific channel. Not only digit strings, but the ability to access all soft and hard keys gives COVoice the capability to provide functionality through the display. For example, COVoice can activate ACD groups at specific times of day or automatically switch the PBX from Day to Night 2 mode on the first of the month at 10:00 am for company meeting. The possibilities are endless.
Simplified Mailbox Activation: With the aid of tutorial prompts, first time users can set up their mailbox quickly and easily by recording a brief greeting, recording their name, and entering a password.
System Back-Up/Restore: A back-up of system information may be archived for future retrieval and restored at a later date. Each system should be backed up on a regular basis and the disks should be stored in an off-site location.
System Platform: Standard systems include a tower case with an industrial grade passive backplane. Passive backplanes offer higher reliability, increased capacity for higher port configurations, and easy access for system upgrades. COVoice systems also include a CPU SBC processor, enhanced 101 keyboard, COVoice software, modem and CO/Sessions Host remote programming software.
System Password Protection: Access to the system maintenance and programming is restricted by a password. Separate passwords can be used for remotely accessing the system and administering the system.
Transaction Processing: Callers may have single-digit access to extension, departments, or specific greetings in each menu. This feature allows callers to quickly route through the system to the appropriate destination.
Transfers – Blind and Smart: COVoice supports both Blind and Smart transfers. Each extension can be programmed for the appropriate transfer type.
Blind Transfers rely exclusively on the PBX to route the call back to voice mail via call forwarding, if the caller does not answer. Both SX-200 and the SX-2000 provide a conditional forwarding status. This form of transfer will be used in most cases.
Smart Transfers provide an analysis of all status. by reading the display, COVoice can determine if the called destination answers , is busy, does not answer, or it the call may be forwarded to another destination. COVoice can appropriately route the call to the desire destination. Smart Transfers are required if call screening is used.
Trunk Routing: Each individual Central Office trunk can be programmed to route separately based on time of day, day of week, and/or specific day of year. This can be very useful in a shared tenant service, special departmental routing, or in a multiple company environment.
Voice Mail/Extension Directories: COVoice allows a caller to dial by name or number to transfer to the appropriate extension, mailbox or announcement. A prerecorded greeting may be utilized or users can rerecord and customize the directory.
Mitel® COV and Superset4® Port Compatible
Integrates with the Following Mitel PBX’s
- SX-2000 (E/stream or higher)
- SX-200 ML (Lightware 15 or higher)
- SX-200 Light (Lightware 15 or higher)
- SX-200 Digital (1003 or higher, 1005 recommended) (Superset Card E10 or higher)
- SX-200 EL (Lightware 16 or higher)
- SX-100/200 Analog (217 minimum) (Dean 218 or Teletronics Super 319 recommended)
- SX-50 (MS-55)
Hospitality Solutions for Mitel PBX’s
VSR offers powerful computer telephony solutions to give your hotel property the competitive edge you’ve been seeking. With VSR guest messaging systems, you can decrease labor cost, increase staff efficiency, improve guest service and enhance overall satisfaction.
VSR systems directly or indirectly integrate with many popular Property Management Systems (PMS) that speak the Mitel, Richie, or Hilton PPIC protocol. Free with every system, VSR’s Hospitality Package is designed specifically for hotels to ensure your guests can easily access confidential, accurate, and timely messages anytime, anywhere!
Hospitality Package features:
- Secure Guest Room Messaging
- Message Waiting Indication
- Remote Retrieval of Messages
- Twenty Four Hour Access
- Date & Time Stamp on Messages
- Wakeup Calls
- Single Button Access
- Password Protection
- Text Message Notification
- Notification of Failed Wakeup Calls
PMS Integration features:
With PMS integration, your VSR system will automatically clear messages, pending wakeup calls, and message waiting lamps when guests check in or out.
- Automatic Check-In/Check-Out
- Automatic Password Assignment
- Room Transfers * Message Archiving *
- Anasazi’s GuestView
- Best Western’s Star 3
- Choice Hotels International
- Computerized Lodging Systems (CLS)
- Computel’s Inn-Control
- Encore Systems
- Fabco’s LodgeMaster
- GEAC’s UX
- Hilton PPIC
- Hotel Info Systems Lodging Touch
- HSS Ltd. FrontClerk+
- INSI SIMCOM
- INSI WinInn
- Mcorp ImagInn
- Micros Systems Fidelio Multi-Systems Inc. (MSI)
- National Guest Systems InnStar
- Northwind’s Maestro (Canada)
- Promus RBS’s Lodger
- REMco’s Niteclerk
- Resort Data Processing (RDP) Resort Systems Richie (Marriott Corp.)
- Springer Miller Systems Host (SMS)
- Sulcus Lodgistix
- Sulcus wINNfinity
VSR provides global technical support directly through its offices in the United States and indirectly through its network of Dealers. VSR’s core business principles include providing customer support before, during and after the sale. We continuously strive to improve our support services and processes for our customers.
VSR provides free live telephone, web/chat, and email support to all ACTIVE Authorized Dealers and Distributors, and to an End User who has a valid END USER STANDARD OR PRIORITY Support Agreement in place.
Support is available to INACTIVE Dealers, Distributors and End Users who do not have a Support Agreement in place. Support is billed at a rate of $150.00 per hour, with a one hour minimum, during normal business hours and at a rate of $225.00 per hour, with a one hour minimum, for after hours support. All charges must be pre-paid with a credit card prior to receiving support unless billing terms have been pre-arranged.
Support hours (Pacific Time):
- Normal Support Hours: Monday through Friday 8:00 AM to 5:00 PM
- Emergency Support Hours: Monday through Friday 5:00 PM to 8:00 AM, Saturday and Sunday
COVoice Hotel Application Guide