Datasheet

Office Communications Server 2007 R2 Product Overview – v 2009.1.30 52
Communications workflow
Business groups can configure informal routing rules to send incoming calls to delegates and team
members, with minimal involvement from the IT department; IT administrators can use templates to
easily set up automatic call routing applications to let a caller reach the right person based on
predetermined rules and presence information (see Figure 64).
Figure 64
This feature enables the following:
 Interactive voice recognition and speech
recognition
 Text-to-speech call treatment
 User-configured routing rules
 Serial, parallel, longest idle, and round
robin routing
 Call queuing with hold music
 Agent presence aggregation
 Call context on inbound calls
Call treatment is configured using a Web-based interface that allows IT administrators to open the
creation and administration of workflows to the users. This allows the users to make simple moves,
additions, and changes to call treatment in real time, without involving a telephony call routing expert.
Single Number Reach
With Single Number Reach, users’ mobile devices become an extension of their company telephony.
Now users can use a single telephone number for their desk phones, PCs, and mobile phones so they
can be reached no matter where they are. Calls made to or from a user’s “single-number” are subject to
the same organizational dialing policies, routing rules and call monitoring, regardless of the which device
is used (mobile phone, legacy phone, and so forth).
The benefits of this feature include the following:
 Single voice mail
 Call detail records include cellular calls
 Dial plans extend to cellular calls
Single Number Reach enables IT administrators to consolidate telephony and cellular call records for
compliance and billing purposes. Outbound calling also gives the same caller identity, regardless of
whether the person uses a desk phone or a mobile phone.
When an employee changes jobs or leaves the organization, the single number can be assigned to
another employee. Thus, customers can continue to call the single number they originally received;
thus, preserving the organization’s relationship with customers.