Class 4/5 Soft Switch - TeleTrunk

TeleMedium’s TeleTrunk, our proprietary class 4/5 switch, allows any ITSP to manage multiple hosted PBX, Call Centers, and other MDU (Multi-Dwelling Unit) clients from a single user interface on a single softswitch without ever having to restart the switch process. Unlike other solutions that load configuration data into memory, our solution is real-time without compromising existing client connections, device registration or processes. Our multi-threaded switch integrates our entire platform from a real-time data-driven environment eliminating the need to run multiple switch processes for multiple device connections and configuration or the headache or managing customer premise equipment (CPE).

 

Scalable and Flexible

TeleMedium’s MVP was designed from the ground up to provide large enterprise scalability and still be flexible enough to provide the right solution for any organization regardless of size or call volumes. Advantages of our custom designed proprietary software:

 

  • Custom in house software designed for scalability, flexibility, and manageability.
  • Purpose built from the ground up instead of trying to integrate a series of “off the shelf” packages.
  • Easy customization of features for specific company and customer needs.
    100% Branded/Private-Label.
  • Ability to easily integrate third-party applications.
  • Carrier agnostic – our software is carrier independent and works with all major network carriers. This provides increased portability, reliability and helps the ISTP manage network carrier costs.
  • Redundant failover for all essential services and data.
  • Least Cost Routing (LCR) and multiple decision tree routing logic based on many criterion including price, time of day, or network availability.

Standard Calling/PBX Features

TeleMedium’s MVP is equipped with all the standard features that business demands and expects from a quality carrier-grade telecommunications provider. Most features can be managed through the secure web interface or through the phone or SIP device.

 

  • Caller ID
  • Call Waiting
  • Call Forwarding
  • Call Transfer
  • Speed Dial
  • Three Way Calling
  • Anonymous Call Reject
  • Redial, *69
  • Email Notification
  • Voice Mail w/ forward to email option
  • Fax Extension
  • Dial by extension (PBX)
  • Call Conferencing (PBX)
  • Unlimited Auto Attendants (PBX)

Enhanced Features

Beyond the standard features found on most PBX systems, TeleMedium provides a host of enhanced features only available on cost prohibitive PBXs such as:

 

  • Time-of-Day Routing
  • Caller ID Routing
  • Detailed Call Reporting and Analysis
  • Online Account Management Per Extension
  • Anonymous Call Rejection or Send to Voicemail
  • Toll Charge Restrictions
  • Built in Conference Bridge - allows many users to call into conference room. Useful when a large number of callers need to be on a single conference call (company-wide, large sales calls, etc.)
  • Toll Number Rejection or Send to Voicemail.
  • Custom CRM Integrations through open standard SOAP APIs (may require certain hardware)
  • Hunt Groups
  • Remote agents
  • Blast List (Simultaneous Call Forwarding) – the remote device that picks up first receives the call
  • Find Me – sequential call forwarding
  • Paging / Intercom
  • Line Use Indicators
  • Inbound Number Routing Customization
  • Music on Hold
  • Real-time ALI database Nomadic User e911 management via direct contracts and integration with U.S. FCC compliant carrier vendors
  • Hierarchical View of PBX - allowed access grants users/administrators different rights and views
  • Unlimited Lines – No one ever prevented from calling or receiving calls
  • Customize Caller ID Displays
  • Virtual Numbers
  • Route Call by Caller ID – Automatically send specific customer to specific people or features when they call
  • Per extension inbound/outbound call recording
  • Manage multiple businesses from one PBX by routing different DIDs independently with multiple recording and complex decision tree matrixes
  • Click-to-Call
  • Integration with Salesforce.com –requires certain hardware
  • Call Parking / Pickup
  • MDU/Hospitality support for dialing Units by Unit number or front desk and other IVR functionality

Call Center Features

Available only as an add-on product from most providers, TeleMedium includes its Call Center application as a standard feature.  Below are just a few of the features available.

 

  • Multiple Call Queues
  • Skill Set Routing
    • Multiple skill set assignments allows for agents capable of handling multiple types of calls that require specialized skills
  • Web tools that allow management view of pertinent information for managing PBX
    • Real-time Statistical Information
      • Hold Times
      • Real-time Queued Calls
      • Inbound/Outbound Campaign Calls
      • Time on Hold
      • Disposition of Calls
      • Click-to-Callback Abandoned Calls
      • Agent Activities
      • Graphical display of statistical information in the form of charts
    • Monitor all Agents Assigned to Queues, On Call, in Do Not Disturb Mode, or Inactive.
    • Monitor all Queues
    • Monitor queues from anywhere in world through web application
  • Call Recording
    • Per queue recording
    • Per extension inbound/outbound recording
  • Predictive Dialing – with multiple campaign runs across a single set of agents
    • Import Dialing Numbers
    • Control Dialing Rates
  • Per Agent
    • CDR lookup and Recording w/filtering
    • Call Notes
    • Queue name inbound CID translation
    • Outbound Click-to-Callback last dial-in number translation
    • Virtual outbound caller ID
    • Screen POPs
    • Web embedded integrated softphone
    • Real-ime embedded external CRM support from within a single user interface

Using TeleMedium’s Call Center application, managing customer interactions have never been easier. The Call Center application will help you: 

  • Increase customer satisfaction with the ability to specifically customize customer interaction.
  • Create knowledge groups, regardless of physical location, to route incoming calls directly to appropriately trained personnel. Agents can be stationed local or remote.
  • Create custom messages for individual queues so customer information is pertinent to them. 
  • Enhance strategic customer relations by assigning priority to their calls.
  • Maximize Quality of Service with precise real-time reporting and management.
  • Pinpoint potential and actual call trends with customized CDRs.

Kiosk Payment Gateway

TeleMedium MVP provides a Kiosk style interface that allows the ITSP to setup multiple payment stations at various locations that have a PC and at least basic Internet access, including dialup. The Kiosk interface will provide a secure login and allow the operator post customer payments, apply funds to prepay and toll account balances, print invoices, and access basic customer information. For security, the payment Kiosk will never allow the operator to access account and financial information beyond simply accepting and posting payments.

 

Bring Your Own Carrier

Although TeleMedium leverages multiple large direct tier one carrier contracts to obtain premium domestic and international origination and termination pricing and coverage, we invite our partners to bring their own carriers and vendor relationships to maximize their revenue potential with their own vendor bundled services agreements.

 

API Integration

All features and functions of TeleMedium’s OSS/BSS are accessible via a well implemented suite of tools that allow our Channel Partners to access any or all of their services using the industry open standard Simple Object Access Protocol (SOAP).