This solution is called many things—Account Inquiry, Order Status, Policy Information, etc.—depending on the industry using it. Simply put, it allows the caller to access information from a company database. Security generally includes some type of identifying number (customer Id, SSN, etc.) and a password. Voice Authentication software moves this to a higher level by having the caller register their voiceprint prior to actually using the solution. The system stores this voiceprint and then compares the caller’s voice to the voiceprint each time the system is accessed. The key benefits of this type of solution are freeing up agent time to handle more complicated calls, extending service hours and options for those callers who wish to get the information as easily as possible, and providing additional services not currently available due to constrained agent time to provide those services.

Providing an efficient method of notifying groups of people in the event of an emergency or some other planned event has gained prominence in the wake of 9/11. Agencies need to notify emergency personnel, employees, and other personnel in a proactive and traceable manner. Utilizing “outcalling” functionality, an automated system can be programmed to notify these people in a timely manner. Options include single or multiple lists of “callees”, response verification, alternate cascading number calling if not reached on the first try, estimated time of arrival upon notification, and a variety of options specifically designed to meet that agency’s needs. Contact notification reports can be sent to specific people via email or made available via an Internet browser.

The caller is prompted to speak the name of the person or department they wish to talk to. The system then confirms what was said, recognizes the input, and transfers the caller to the desired party. Information may be played prior to the transfer, such as the extension or telephone number, for future reference. In addition to reducing the workload for the company operator(s), this solution simplifies the issue of publishing corporate directories and having them go out of date quickly. As more employees become mobile and work virtual office, the ability to call a single number to reach the person you want is a productivity saver. Since the database can be changed real time as employees move or leave, the system is always up to date. The initial directory loading is drawn from a variety of existing sources (HR database, employee database, etc.) and requires integration to existing legacy systems.

This solution is used in call centers to alert callers about lengths of wait times and then to give them options to handle the call if they don’t want to wait. At the present time, we provide this solution only behind Definity PBX systems with call center software activated.

Once a trouble ticket is opened, the appropriate technician can be notified via pager or wireless phone to alert them about the ticket. This can be customized so that only certain levels of troubles (i.e. “red alert”, Level 1, etc.) receive this priority notification treatment. The technician is prompted for a response to indicate they have received and accepted the trouble call. They can also dial back into the system when the trouble is resolved to close the ticket and leave a specific message for the trouble ticket initiator if desired.

Label Magix™ is no longer available. Please call 800.732.3236 if you have any questions.

Monitor Magix™ is no longer available. Please call 800.732.3236 if you have any questions.

Socket MAGIX™ is a specialized SocketSPM software package and socket server device that connects to the Administration Port of MERLIN systems and exposes a TCP/IP socket that can be accessed remotely from an intranet or the Internet.

Problem:
Without Socket MAGIX™ system administrators and service providers can only access MERLIN systems remotely via dial-up methods, frequently involving human transfers. Such transfers are inconvenient, create reliability and security concerns, and can be expensive! Even on-site system administration requires a separate wire run, serial port and possibly a modem to administer a system.

Solution:
Socket MAGIX™ — a specialized software solution and server device that utilizes the Administration Port of MERLIN systems and exposes a TCP/IP socket that can be accessed securely and remotely from an intranet or the Internet for programming, configuring, and/or monitoring systems.

SocketMAGIX™ was developed in response to WinSPM user requests for a stable, TCP/IP connection to the Merlin Communication System. This development culminated in the release of the SocketMAGIX™ Connectivity kit in November 2001.

Allows callers to leave contact information so they can receive a call back rather than remaining on hold.

This solution allows employees to call in from a phone to “clock in” to the time reporting system. It is particularly useful where employees may change work location regularly or even multiple times during the day. The employee is prompted for an identifier (or Voice Authentication can be used), a job site code, and any other information needed for the system. The IVR system passes this information to the time reporting system real time. Various reports and alerts are usually designed to keep supervisors informed on pertinent information. This solution does away with lines at the time clock and eradicates data entry errors that typically occur when time cards are used.

Both touchtone and speech technology interfaces are in use in today’s market. The application itself often dictates the approach to be used, with speech technologies gaining preeminence due to their user friendliness and intuitive approach. Speech technologies consist of speech recognition, text to speech translation, and voice authentication for security of access to information.