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The small to medium enterprise (SME) sector holds the majority position by numbers in Australian business.
With individual business employee numbers somewhere between two and twenty SME is acknowledged as the engine of the economy providing the infrastructure and services
that allow the economy to grow and prosper. SME is the area where businesses are often in their growth phase.
As with most business the telephone system is the primary channel for customer contact so functionality is important. Economy in capital expenditure and outgoing costs is important.
For the SME the ability to grow is also important. On all of these points Hybrex digital systems can provide a valuable asset.
From the small enterprise where four incoming lines and eight handsets is a common configuration to the medium enterprise where ten or more incoming lines,
possibly with ISDN indial ranges, and the appropriate number of handsets may be the case, Hybrex can provide a system that is economic in equipment outlay,
has the ability to minimise and or regulate ongoing outlay, and combines the ability to grow without needing replacement. This is a powerful combination.
In the SME sector the configuration of the telephone system is dictated by the nature of the business. For a small business the Hybrex G1E
may be adequate. G1E features are covered on the SoHo solutions page. Approaching the medium enterprise size the
Hybrex G2 is the next step up with the same programming options essentially as the G1E but with 48 ports available
and the option for future upgrade to GDS. The Hybrex GDS however is the platform of choice, both in extended feature
availability and growth potential, and will create the sought after business advantage.
Whatever the equipment type employed the defining factors are the features provided by a Hybrex system. |
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Hybrex Feature advantages for Small to Medium Enterprise :
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- Full range of trunk types available
Interfaces available for all types of network connections : PSTN (POTS), ISDN - Basic rate or Primary rate, E1 or T1, VoIP trunks.
PSTN trunks are available everywhere and have the ability to also carry ADSL the most common form of broadband Internet connection.
ISDN is digital by nature, multichannel, and offers excellent call quality as well extended features such as the availability of Indial number ranges,
integrated CLI, and exchange based transfer etc. VoIP trunking is the carriage of voice over broadband data connections and under rapid takeup
currently as part of todays convergence technologies and primarily as a way to reduce call costs.
- Extension equipment options for all needs :
The full range of Hybrex digital telephones are available to suit any task. The executive DK2 handsets and DSS consoles
offering backlit displays and Bluetooth options; the display and standard versions of the DK3 model; the new multi-keyed DK6 model;
and Hybrex doorphones both standard and Access Control Phone (ACP). In the very near future a range of IP (VoIP) handsets will be available
allowing remote IP extensions to be deployed.
- Flexible programming :
Hybrex systems have a rich and facile feature set which can be employed to meet the great variety of behavioural requirements
of business telephone systems. This flexibility is the result of the combination of thoughtful design and extensive programmability.
All Hybrex systems are easily programmed onsite and can also be configured for remote programming via modem. The GDS series in particular is eminently suitable for remote programming
as GDS programming is done via a Web interface, making authorised system access available wherever there is an Internet connection. Remote programming offers distinct advantages
in economy and efficiency for system administration, support, and maintenance.
- Range of options for inward call handling :
The desire for incoming call handling behaviour varies according to the type and structure of a business.
Hybrex systems provide for inward call handling in many ways, some of which are :
- Flexible ring assignment : allows for call presentation as and when desired. There are four ringing methods plus private line. Extensions an be assigned ring individually or by group.
The G1E and G2 have timeout overflow to a second group. The GDS has a fully cascaded ring structure allowing any variation imaginable.
- Call pickup : By default any extension can pickup an incoming call. Individual extension call pickup can also be programmed to group only or none.
- Call transfer : Calls can be tranfered to any extension or off premises if required. All transfered calls carry the CLI of the original caller with them.
A useful function for off premises transfer is an inherent feature of ISDN trunks, if fitted, where calls can be transfered at the exchange level thereby freeing up system trunks for new calls.
- Call forward : Calls can be automatically forwarded off premises after hours, or automatically picked up and played an after hours message. This is programmable trunk by trunk and
satisfies a common business requirement. Each individual extension can set call forward for busy and/or no answer, or all calls.
If the system is fitted with a voicemail card the mailbox for the extension would be a common destination. Otherwise functions such as 'follow me' can be employed.
- Receptionist : The presence of a receptionist to handle incoming callers is a preference in some forms of business. Where a receptionist is desired Hybrex systems provide ergonomic consoles so an
efficient receptionist can cope with appreciable call volumes. All Hybrex handsets have headset ports and the DK2 handset in particular is the preference for a reception phone, having a large display,
and the ability to partner with the Hybrex DSS console. DK2 handsets are also available with Bluetooth option should a wireless headset be required.
DSS consoles can be used in multiples and allow 'at a glance' knowledge of system extension status; they also allow easy transfer of calls
and keys can be programmed for special functions. If a receptionist is particularly busy the Hybrex 'Operator Overflow' function can be programmed to take the call,
and play the caller a soothing message until their call is answered. Operator overflow, or ACD-1 as it is technically known, is essentially a queueing facility
with the call otherwise following the normal ring assignment.
- No Receptionist : For some business setups a receptionist may be not available all the time, or not desired, or impractical for reasons of the business type.
In this instance there are functions Hybrex can provide to handle calls efficiently in an automatic way. The Auto Attendant / Direct Inwards System Access (DISA)
facility can be programmed to handle calls by providing the caller with a message structure that allows them determine the destination of their call. This destination may be a department
eg "press one for sales", or using the DISA technology they may dial the extension number they desire, if they know it, and the call will be passed to that extension.
Another function of DISA is that, using a password or code, an incoming caller may select a trunk on the system and dial out to another destination entirely.
DISA can be programmed with a pickup delay so it operates as a backup to normal call handling with all the features mentioned above and more.
- Direct Inward Dial : Direct Indial (DID) is another feature available when ISDN trunks are employed and a range of telephone numbers are leased from the Telco.
This range of numbers may or may not begin with the main business number, known as the pilot, but is commonly 100 numbers or more in Australia.
The DID feature allows each of those numbers to be assigned to an extension (like a private line), or other purpose, by programming.
DID calls bypass the normal call handling setups obeying only the call forward settings of the destination extension.
They can however be picked up by another extension if that extension is programmed to allow it, and can be programmed to forward to a console (reception or other phone) if unanswered.
- Conference Facilities :
All Hybrex systems have multi-party conference facilities that can be initiated by a user. The GDS in particular has an automatic 'Conference Rooms' feature.
There are eight Conference Rooms available with capacity currently for up to eight members per conference. This is a very useful business feature and easy to use in that a user,
having been notified of a conference time and entry code, calls into the system and is greeted by the Auto Attendant then dials the entry code and is then joined to the conference.
- Integrated Voicemail Option :
The ability to react quickly to customer enquiries is good for business. Personnel can be in the position where they are unable to take a call and in this case the presence of
voicemail in the system is an asset. Voicemail enables a caller to leave a spoken message/s for their desired contact. Calls may be presented to voicemail by forward from an extension (see above)
or from an Overflow queue or DISA. Some of the advantages of voicemail are that the receiver is notified of pending messages so he/she can react immediately, and messages are receiver specific
so they don't lose anything in translation, as can messages left by note or word of mouth from another source.
Hybrex Voicemail modules (VMU) are available in a 4/6 port 16 hr format.
These modules are fitted 'inskin' ie. integrated into the main equipment with no external boxes or PC needed. The G1E-36 can be fitted with one VMU,
the G2-1648 can be fitted with two VMU, and the GDS can be fitted with two VMU per cabinet. User guidance is provided by a voice prompt menu with users able to control mailbox behaviour
in a number of ways. Such as record their own greeting, set mailbox password, set external call notification. External call notification is useful when personnel are out of the office : when
a voicemail is received the system will place a call to the phone number specified by the user to notify them; the user can then call back into the system and, using DISA, access their mailbox
to collect their messages. Another feature is simple call recording where a user can record a call/s to their mailbox for later review - handy for over the phone order confirmation for example.
Hybrex Voicemail in the GDS has a rare but handy "answer machine emulation" feature where incoming calls can be heard at the receiving extension as they go to voicemail allowing the call to be picked
up if so desired. Under development and available very soon is a new voicemail module that will allow extensive call recording and Unified Messaging.
Hybrex Voicemail is an easy business advantage.
- Outgoing Call Cost Reduction :
For businesses of all types, and particularly as the size of the business increases, the continual outlay for the cost of calls can be a significant burden.
Hybrex systems provide various ways of reducing call costs :
- Least Cost Routing (LCR) :
There are a variety of suppliers telecommunications services available in todays market. Each supplier differentiates themselves
by the services they provide and the call costs they offer. These call costs can vary appreciably according to time of day and/or destination. Commonly a business will have a main supplier but
can arrange accounts with one or more other suppliers that offer lower cost calls at times. By programming Hybrex Least Cost Routing can, for an outgoing call, chose the trunk to be used
and modify the dialed number so that the call is placed via the path of least cost. This is done automatically by the system according to LCR programming and is transparent to personnel
so they no longer have the burden of having to remember and use this detail when making calls. Minimising costs for the calls that are made is therefore a surety.
- VoIP Trunking :
Voice over IP, where voice calls are carried over an Internet data connection, is the emergent alternative to traditional telephone networks.
The prime advantage initially for business of this form of telephony is the considerable reduction in call tariffs offered, particularly for national or international calls.
Hybrex systems offer VoIP trunking, in addition to traditional interfaces, so business can avail themselves of these significant cost reductions for all call volumes, especially higher volumes.
Management of outgoing calls will commonly use LCR described above. As a note, VoIP being new and dependant on data network integrity is not without a wrinkle or two - Hybrex systems being
able to offer a combination of intefaces in the one system provide the best advantages of both worlds - the economy of the new and fallback safety if required.
- Multi-site VoIP Networks :
Where a business has grown to having multiple geographically separated offices the cost of interoffice calls, which will sometimes exceed external calls in volume, can be significant.
One of the most prominent advantages of VoIP networks (like VoIP trunking mentioned above) is that networks can be configured for multi-site business where the interoffice traffic
has no call tariffs. There are several ways of doing this. The first and probably easiest is that many of the Internet Telephony Service Providers (ITSP's) that provide connections
for VoIP trunking also do not charge for calls between customer endpoints on their network. So you can have your cake and eat it too. In the first case your call traffic will go to and fro between
the ITSP's servers and the end points with any inherent delays. The second way can provide for faster cleaner connections in that interoffice calls can be made point to point (P2P) ie. direct between sites.
This way will usually mean dedicating a broadband connection to the voice link but this is the best method in any case, in lieu of more complex setups.
If this is done Hybrex VoIP modules can be set up to allow both methods concurrently. Again - two ways to have your cake.
There is another option that will be available for multi-site networks shortly. This is remote IP extensions and will be the most powerful for call handling (incoming) and interoffice traffic
as the distant endpoints will possess all the characteristics of a standard system extension, including presence (BLF) where Hybrex IP handsets are used.
- Hot-Desking with Hybrex Mobile Office
For some forms of business that have a highly mobile workforce who come and go from the office it isn't economic
to dedicate a desk/workstation to every worker. But just like a user login/account on computer the advantages of a dedicated extension
number for each worker can still be attained using the Hybrex Mobile Office feature. These advantages include individual specific voicemail
and more importantly accountability (extension usage can be tracked using Call Accounting - CAS) to name two.
In use : the relevant phones are assigned as mobile extensions; a virtual extension with relevant resource and status assignments is created
for each mobile worker; the mobile worker then 'logs onto' any mobile extension phone with his/her extension number and password;
the phone then acts as their extension until they log off.
The Mobile Office has immediate application. An example would be for some real estate offices where there are say twenty floating agents and six desk/PC/phone sets available.
Another rather interesting application example heard of recently is the situation where a medium corporate with offices in a high rise with fabulous views
wanted fairness for their staff; but also reward for effort. All workstations in the office were able to Hot-Desk. The workstations on the office perimeter
next to the windows had the fabulous views. Workers were able to choose any unoccupied workstation for their use on a daily basis. The early bird gets the worm
- think about it. Hybrex Mobile Office adds flexibility to your telephone asset list.
- Computer Telephony Integration (CTI) :
Almost all businesses these days use computers in their day to day running for information management etc.
Computer Telephony Integration (CTI) represents the combination of computer applications and networks and the telephone system by
virtue of data links and enabled software. The combination of one communication network with another provides tangible benefits.
Hybrex systems are CTI enabled, and Hybrex software is supplied, to provide an enhancement of your business asset in various ways :
- Call Accounting System (CAS) :
Business is all about management of resources and so, given the choice, the first thing a business will usually want to know
about their phone system is what calls were made and what they cost. It is therefore no surprise that one of the most heavily used advantages
Hybrex CTI provides is Call Accounting System (CAS). Hybrex CAS provides the ability to monitor and report
system usage by many qualifiers in combination or as required - eg trunk, extension, group, account, dept, time period, etc to name a few.
Using this information and programmable rate tables CAS is able to provide a fairly accurate reports on call costs. CAS data is also exportable
in forms readily useable for many other forms of business reports and usage. Hybrex CAS software is available in several forms for all Hybrex systems.
Hybrex CAS is not the only option for call accounting though as Hybrex systems output a standard SMDR(system message detail record) data stream which
most, if not all, third party call accounting software can utilize if required.
- Access Control :
Hybrex Access Control Phones (ACP) are able to control doorlocks by the use of RFID card/key and/or code. WHere ACP are used
the companion Access Manager (AM) software can provide mangement and reporting of area access.
- CT Star CTI Suite :
Combining CAS, AM, Telephony and Contact Managers the Hybrex CTStar Suite provides a one stop desktop integration solution.
- First Party TAPI and Third Party TAPI :
TAPI (Telephony Applications Programming Interface) is a protocol used by Microsoft Windows applications to enable telephony integration.
This protocol is standard and published so there are many applications (software) that have been written for various purposes that use TAPI.
Hybrex systems are TAPI enabled by virtue of the Hybrex supplied software components "T-Server" and "TSP".
First and Third party TAPI produce the same end result such as screen pops for incoming calls and the ability to "click to dial" for example.
The difference between First and Third is in implementation. Primarily First Party has a user's PC connected directly to the telephony device -
in the Hybrex case to the keysystem via a serial or LAN connection depending on the system. In this case there will be only one CTI user.
Third Party has multiple users connected to a server which in turn is connected to the PBX - in the Hybrex case the server is T-Server
running on a suitable PC which is then connected to the Keysystem via a serial link or LAN cable dependent on which system is in use.
Many TAPI based applications exist which can be used with Hybrex systems to achieve the advantages of CTI.
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