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Hermes Business Telephony Summary | Packages | Features | Learn More | Sign up / Enquire | Approved Products
The following features come as standard as part of the Hermes Plus package:
Call Hold / Call Return
Call Hold enables users to hold a call for any length of time by pressing the “Hold” button. The held party will hear music on hold. Parties are reconnected again when the “Hold” button or “Resume” soft key is pressed. Call Return enables a user to call the last party that called, whether or not the call was answered.
Call Trace / Call Waiting
Call Trace allows users to request that a call they have received be automatically traced by dialing a feature access code after the call. Call Waiting enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone.
Call Transfer with Consultation
Enables a user to transfer a caller to a third person. To initiate call transfer, the user presses the "Trnsfr" soft key on the phone (the active call is placed on hold) and dials the add-on party. When the call is answered, the user presses the "Trnsfr" soft key again after consulting with the new party to complete a consultative transfer or presses the "Split" soft key to put the first call on hold and keep the second call as the active call. 3-Way consultation with all parties is possible also at this point by pressing the "Conf" soft key instead. A blind transfer of the caller to a third person without consultation is possible by pressing the "Blind" soft key instead of "Trnsfr".
Calling Line ID Delivery / Calling Line ID Blocking per Call
Calling Line ID Delivery enables the delivery of a caller’s identity to a user via MiPALite and the phone. Delivered information includes the caller’s phone number and name. The information is delivered to the web interface and the phone only if the information is available and has not been blocked by the caller. Calling Line ID Blocking per Call - in addition to being able to block the presentation of their Calling Line ID on all outgoing calls, users also have the option of blocking on a per-call basis by dialing a feature code before making the call.
Extension Dialling
Enables users to dial extensions via their phone or MiPALite within Microsoft Outlook to call other members of their business group.
Last Number Redial
Enables users to redial the last number they called by clicking the ‘Redial’ button on their phone.
Automatic Callback (intra-group)
Enables users who receive a busy condition to monitor the busy party and automatically establish a call when the busy party becomes available. This service can only be activated when calling within the same group.
Call Forwarding (Always, Busy, No Answer, Remote Access)
Always - Enables a user to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service via MiPALite or their web interface. If activated, a user must specify the forwarding number. A status indicator on MiPALite identifies whether this service is enabled. Busy - Enables a user to redirect calls to another destination when an incoming call encounters a busy condition. Users have the option to activate and deactivate the service via MiPALite or configuring the service via their web interface. If activated, a user must specify the forwarding number. No Answer - Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service via MiPALite or configuring the service via their web interface. If activated, a user must specify the forwarding number and the number of rings before forwarding. Remote Access - Enables users to activate, deactivate and program their Call Forwarding Always service from any phone via their Voice Portal.
Calling Name Delivery
Provides the calling name for incoming calls by querying an external database for the information if it is not received in the call set-up messaging. Although BroadWorks’ standard Calling Line ID Delivery provides the calling number and name for all calls within BroadWorks, calling name information is typically not passed with calls received from external parties (e.g., PSTN originated calls).
Cancel Call Waiting per Call
Allows users with Call Waiting to deactivate/activate the service via their web interface.
Do Not Disturb
Allows users to set their station as unavailable so that incoming calls are passed straight to voicemail. Users have the option to activate and deactivate the service by pressing the “Do Not Disturb” button on their phone or configuring the service via MiPALite or the web interface. The phone indicates when this service is enabled, as does MiPALite.
Speed Dial 8 / Speed Dial 100
Speed Dial 8 enables users to dial single digit codes to call up to eight different numbers, such as frequently dialed numbers or long strings of digits that are hard to remember. Speed Dial 100 enables users to dial two-digit codes to call up to 100 frequently called numbers. Entry of the two-digit code is preceded by a configurable prefix: 0-9, A-D, *, or # (default). Users can program the numbers in their directory via the Speed Dial 100 page in their Personal web portal, or directly through their phone using the respective feature access code (*75 default).
Three-Way Calling
Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. To initiate a three-way call while engaged in a regular two-party call, the user presses the “Conf” soft key (the active call is placed on hold) and dials the third party. When the third party answers, press the “Conf” soft key again to join all parties in the conference, or press the “Split” soft key to place the first call on hold and keep the second call as the active call. If the conference originator hangs up, all parties are released.
Voicemail
Enables users to record messages for incoming calls that are not answered within a specified number of rings, receive busy treatment, or are transferred directly to voice mail. Incoming callers are given the options to review and change their message and will get a warning tone if their message is about to reach the maximum configured length. Users can configure the service via their personal web portal or by calling into their voice portal from any phone. The personal web portal enables users to control whether their voicemail messages are to be delivered to their e-mail account as .WAV attachments and/or to the voice messaging system repository for retrieval from a phone. Users can also set their password and elect to give callers the option of connecting to an attendant by pressing 0. By accessing the Voice Portal from any phone, users can listen to, save, and delete each message, as well as move to the previous or next message. During the playback of a message, users have the option of skipping forward, skipping back, or pausing. Replies to message senders can be sent, and messages can be forwarded with an introductory message to one or more group members, or to the entire group. Messages can also be composed and sent to one or more users in the group, or the entire group. Users have the option of marking a message as Urgent or Confidential. Users can also pre-configure lists of users to whom voice messages may be sent. The Voice Portal also enables users to record their name and multiple personal greetings for busy and unavailable. Users also have the option to enter a feature code on their phone to clear their message-waiting indicator (MWI).
Calling Group ID Delivery / Calling Line ID Configuration
Calling Group ID Delivery provides the name and number of the group (or company) for outgoing calls from users in the group, rather than providing the user’s own name and number. The group number may be defined on a per user basis, which is often appropriate for multi-location groups. Calling Line ID Configuration enables the group administrator to configure each of the displayed user names and calling numbers. This information is visible to users in their profiles as read-only.
Calling Plans (Incoming/Outgoing)
Incoming calling plans enables administrators to block specified incoming calls to their company, department and/or individual users. For example, some users may be prevented from receiving calls from outside the company. The Incoming Calling Plan is configured via the web interface. In addition to being able to configure which types of calls each user is restricted from receiving (e.g., intra-group), group administrators may regulate incoming calling by restricting specific digit patterns. For example, users may be prevented from receiving calls from a competitor’s number or a particular area code or country code. If a profile has not been configured for a particular user, the default set of incoming call privileges for the department or group is applied. Outgoing calling plans enables administrators to block users from making certain types of outgoing calls, such as long distance, or premium numbers. The Outgoing Calling Plan is configured via the web interface. In addition to being able to configure which types of calls each user is restricted from making, group administrators may regulate outgoing calling by restricting specific digit patterns. For example, users may be prevented from calling a competitor’s number or a particular area code or country code. If a profile has not been configured for a particular user, the default set of outgoing call privileges for the department or group is applied.
Group Pickup
Enables a user to answer any ringing line within their pick up group. A pick up group is a group administrator-defined set of users within the group, to which the call pickup feature applies. To pick up a ringing call, a user dials the call pick up feature code. The user is then connected to the caller. If more than one line in the pick up group is ringing, the call that has been ringing the longest is answered. Users can also execute call pickup via a web interface.
Hunt Groups
Hunt Groups allow users within a group to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Groups phone number. Group administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner: • Circular sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off. • Regular sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list, always starting with the first person on the list. • Simultaneous rings all of the users in the group simultaneously; the first user to pick up the ringing phone is connected. • With Uniform, as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle for the longest. If a user receives a call that was not directed to them through the hunt group, the call will not be included in the receiving order for Uniform calls.
Music On Hold
Enables group administrators to upload an audio file (.wav file containing music, advertising, etc.) onto the system to be broadcast to held parties. This service can be used in conjunction with the following services: Call Centers, Call Hold, and Call Park.
Voice Portal
Enables users to call from any phone to use and configure the following services (also listed separately): Voice Messaging, Call Forwarding Remote Access, MiPALite and Personalized Name. Each user configures a private passcode to access the Voice Portal. Group Administrators may also use the Voice Portal to record Auto Attendant greetings remotely.
Configurable Extension Dialling / Configurable Feature Codes
Configurable Extension Dialling provides the ability to map directory numbers (DNs) within a group to unique extensions. The extensions can be of any length (2 to 6 digits) as defined by the group administrator and dialed via a web interface or by phone. All extensions within a group must be of the same length. Configurable Feature Codes provides each group administrator with the option to specify the feature codes (a.k.a. star codes) associated with their services (e.g., Last Number Redial, Call Return) via the Group web portal. Users can see, but not edit, the star code associated with each service at any time by referencing Personal web portal.
Configurable Feature Code Prefix
Enables each business group to define up to two different prefixes to precede their feature codes. Each prefix may include 1-2 characters; with the default being a single star (*).
Device Inventory
Enables group administrators to inventory their Integrated Access Devices (IAD), Trunking Gateways and IP Phones via their Group web interface. Devices maybe easily added, deleted and modified. In addition, group administrators can assign users directly to a device and/or a port on a device. The location and default aliases for a user are automatically generated.
Group Resource Inventory Reporting
Enables Group Administrators to generate reports on the resources used in their group and, if applicable, in each of their departments. Information includes phone numbers, devices, services, users and departments. The reports are generated on a web page in CSV format (comma-separated value), so they can be easily imported into a spreadsheet for sorting and archiving.
Loudspeaker Paging
Enables users to access an intercom paging system by dialing an extension within the group. The paging system is simply configured in BroadWorks as a user and inter-connected via a standard two-wire interface.
Series Completion
The Series Completion service can be assigned to a selected series of lines to forward calls on a busy condition. It is a form of “hunting” in which the next line in the group is tried in a prearranged order, without any limit on the number of sequential forwards. This service is used to support Key System functionality. Key Systems typically ring all available lines in a specified order for incoming calls, regardless of the number dialed to reach the company. For example, when calling a technical support hotline, the incoming call attempts to ring line 1 of the company. If line 1 is busy, it will attempt to ring line 2. If line 2 is busy…and so on. If all the lines are busy, the call can be sent to Voice Messaging or another assigned service of the group. Similarly, if all lines or users of this company were assigned to a Series Completion group, BroadWorks acts just like a Key System.
Cancel Call Waiting
Allows users with Call Waiting to deactivate/activate the operation of Call Waiting via their web interface.
Anonymous Call Rejection
Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service via a web interface, callers without available caller identification are informed that the user is not accepting calls at that time. The user’s phone does not ring and the user sees or hears no indication of the attempted call. This service does not apply to calls from within the group.
Priority Alert / Ringing
Enables a user to define criteria to have certain incoming calls trigger a different call waiting tone (i.e., alert) or a different ringing cadence than normal calls. The user sets the criteria (e.g., incoming calling number, time of day, day of week) for determining which calls require priority notification via their personal web interface. Multiple criteria sets, or profiles, can be defined.
Selective Call Acceptance / Selective Call Rejection
Selective Call Acceptance enables a user to define criteria that causes certain incoming calls to be allowed. If an incoming call meets user-specified criteria, the call is allowed to complete to the user. All other calls are blocked and the caller is informed that the user does not wish to receive the call. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls are allowed to complete. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined. Selective Call Rejection enables a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets user-specified criteria, the call is blocked and the caller is informed that the user is not accepting calls. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls require blocking. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.
Simultaneous Ring
Simultaneous Ring enables users to have multiple phones ring simultaneously when any calls are received on their BroadWorks phone number. The first phone to be answered is connected. For example, calls to a user’s desk phone could also ring the user’s mobile phone, in case the user is not at his/her desk.
Optional features also available:
Group Voicemail
Additional voice mailbox that can be assigned as a main repository for a group of users and / or department. See Voicemail above for further details.
Auto-Attendent
The Auto Attendant serves as an automated receptionist that answers the phone and provides a personalised message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to nine configurable extensions (e.g., 1 = Marketing, 2 = Sales, etc.). Configuration via the Group web interface also allows for hours of operation to be modified, with different options available for hours that the company is open or closed. Group Administrators use their voice portal to record auto attendant greetings. For example, a message may be left remotely to indicate that the office has been closed due to inclement weather. In addition, users have the ability to record their name for play back when a caller dials by name or extension. A group can have multiple Auto Attendants configured, either individually (e.g., customer service with separate business hours) or integrated into a multilevel Auto Attendant (e.g., enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).
Business Assistant (MiPALite)
Business Assistant is a carrier class lightweight desktop communications management product for everyday users of Microsoft® Outlook®, Internet Explorer and the Eos Hermes service. Business Assistant employs the latest technology platforms and communications facilities. Business Assistant offers fully integrated client functionality into a call control toolbar embedded in Microsoft® Outlook® and Microsoft Internet Explorer®. Merging voice and web-based communications into a single application, Business Assistant lets users click on icons within these Microsoft applications to control all their advanced voice features, such as selective call forwarding and do not disturb, voicemail to email, and simultaneous ring. Users can also click on phone numbers in Microsoft Outlook or Microsoft Internet Explorer to automatically initiate calls from their regular or IP phone.
Call Centre
Enables business groups to set up a basic call center with incoming calls received by a single phone number distributed among a group of users, or agents. The following functionality is supported: • Agent login and logout • Uniform distribution of incoming call to the available agents • Queuing of the incoming calls that cannot be answered immediately • Overflow to a given destination when the group is unable to accept calls • Deflection to a given destination outside of business hours • Music on Hold
MiReception
MiRECEPTION is a premier, PC-based attendant console that ensures companies give their customers the best first impression. Based on extensive time and motion studies, MiRECEPTION is designed to provide receptionists with a vivid and ergonomic interface that is easy to learn and use for increased productivity. For example, receptionists can instantly determine an employee's availability status to provide immediate feedback to callers and visitors. MiRECEPTION is also well suited for receptionists that are shared among multiple companies. Receptionists can see which company-incoming calls are designated for and answer accordingly.
