Specifications

ESI Communications Servers Product Overview
5
Enhanced automatic call distribution
1
— Manage
call overload and increase customer satisfaction with
ESI’s standard call center feature.
2
ACD ensures that:
• Calls are prioritized and routed within designated
departments for quickest possible call handling.
• Managers and agents receive up-to-the-second
information on queues and wait times via any
48-Key or 24-Key Feature Phone display.
• Supervisors have access to agents’ ACD call activity
to more effectively evaluate call traffic and agent
performance.
• A separate hold recall timer is provided for
ACD agents, further ensuring that customer care
is enhanced.
• Agents may log into two separate ACD departments
simultaneously, with departmental prioritization.
Verbal User Guide
™
— Users have instant access to
assistance in operating their ESI phones and voice
mailboxes.
3
By pressing the HELP key, the user is
presented with extensive spoken and displayed
prompts to assist with phone operation, voice mail
features, programming instructions, and more. System
Administrators and Reseller technicians can also use
the Verbal User Guide to prompt them through
infrequently used programming changes.
Esi-Dex
™
— Locating and calling hundreds of frequently
dialed phone numbers is easy when using ESI’s Esi-Dex
speed-dialing feature. Up to four separate lists (“Dexes”)
are available:
• Station Dex — All extensions within the system.
• Personal Dex — All speed-dial entries programmed
by each individual user.
• System Dex — All speed-dial entries stored
system-wide.
• Location Dex (available when Esi-Link is installed)
— Lists all dial access codes associated with each
location within an Esi-Link private network.
Saving numbers to the Personal Dex is just as easy.
When Caller ID is presented with an incoming call or a
voice mail message, one touch of the ESI-DEX key
stores the provided number for future use.
1
Not supported by the ESI-50L.
2
The optional VIP ACD application allows even easier and more
substantial management of ACD operations. See the VIP ACD
Product Overview (ESI # 0450-0988).
3
Not available from an ESI Cordless Handset.
Intelligent Call Forwarding
™
— Users of an ESI
Communications Server equipped with one or more
PRI
1
digital trunk circuits have access to this unique
feature. Users who forward their calls off-premises are
able to view the original Caller ID data of incoming
forwarded calls.
4
Personal Caller ID
5
— For situations in which the
company’s leading number identification data may not
be the appropriate Caller ID for individual station users,
an ESI Communications Server makes it possible to
define a different Caller ID number to be associated
with, and sent for, each individual user. This feature
provides E-911 support.
6
Flexible numbering
Flexible numbering provides the means to assign
extensions, mailboxes, and department numbers
based on specific customer requirements. An ESI
Communications Server’s flexible numbering is
separated into three parts:
1. Selecting a numbering plan template;
2. Reassigning ranges of extensions, speed-dial
numbers, and guest mailboxes (if needed);
3. Reassigning numbers for individual extensions,
speed-dial numbers, guest mailboxes,
and departments.
Selectable numbering plans
The selectable numbering plan template is the basis for
flexible numbering assignment. When a numbering
template is selected, all extensions, mailboxes,
departments, and other system features are
automatically assigned with the numbering plan of that
template. Choosing the template that is closest to the
customer’s existing configuration greatly simplifies, or
even eliminates the need for, number reassignment.
The quantity (four or three) of digits in extension
numbers determines the number of stations that can be
connected to the ESI Communications Server:
Extension numbers available
Plan
chosen
ESI-
1000
ESI-
600
ESI-
200
ESI-
100
ESI-
50
ESI-
50L
Four-digit 816 408 192 84 52 n/a
Three-digit 168 168 168 84 52 40
4
For more details about this feature, see the Intelligent Call
Forwarding Feature Overview (ESI # 0450-0674).
5
Requires the installation of a PRI digital trunk circuit (and thus is not
available on the ESI-50L).
6
Check local regulations regarding E-911 compliance.