Fusion 4

Escaux Fusion offers a unique approach to unified communications, using a revolutionary architecture which is simple, flexible, scalable and robust. Services are managed in a consolidated way, from one central management interface that can be accessed remotely.

Escaux Fusion is a complete and mature solution, incorporating typical features of a corporate solution, such as call centers, operator consoles and the possibility to design your solution to your needs.

The flexibility of Escaux Fusion is great for situations where the solution needs to be adapted to specific circumstances. Even in these situations, a standard set-up is sufficient for a large majority of the users. In order to be able to quickly configure these standard cases, Escaux Fusion offers a template with a number of scenarios that correspond to typical use cases. This makes the configuration fast and error-free.

Escaux Fusion consists of a number of standard user profiles, standard statuses for presence management (Office, Teleworking, Holiday, ...) and the corresponding call flows. Additionally, Escaux Fusion offers common functionality like a group pick-up.

The goal of this document is to provide the end-user an overview on how to use Escaux Fusion on a daily basis.

General Introduction

Escaux Fusion uses the concept of profiles and status' to redirect a call to the right destination.

Intro.jpg

Within Escaux Fusion, an end-user can encounter the following profiles :
  • End-user profile
    • User: Generic profile for the end-user
    • Receptionist: profile used in combination with net.Console
  • Profile to dispatch calls
    • IVR , a profile allowing the caller to use a touch-tone telephone to be redirected to the right destination
    • Group: A call group is a number that allows you to dispatch incoming calls to one or more agents
  • Technical profile
    • Conference room: These conference rooms allow you to talk to multiple people at the same time.

Two types of statuses are used:
  • Intentional Status: The intentional status is a status that can be adapted by the end-user to redirect a call to a specific destination in a particular case.
  • Device Status
    • Idle: The device is connected and not performing any calls.
    • Not connected: The device is not connected to the network.
    • Busy: The device is connected and performing a call.

Profile description

Users

Profile colors

  • Users can manage the telephony behavior for their extension themselves.
  • Default parameters are configured.
  • The access to the parameter sections by the end-user can be restricted using several access levels. A color is therefore added to the profile names. See the table below for a rough idea of the available access levels.
  • The administrator can always change the parameters.

Status Change Forward settings First action Second action Personal Menu options Important numbers Security options My queues
Green choice-yes choice-yes choice-yes choice-yes choice-yes choice-yes choice-no choice-no
Blue choice-yes choice-yes choice-yes choice-yes choice-yes choice-no choice-no choice-no
Purple choice-yes choice-yes led-box-red choice-no choice-no choice-no choice-no choice-no
Red choice-yes choice-yes led-box-red choice-no choice-no choice-no choice-no choice-no

led-box-red - remaks:
  • Profile purple
    • The user cannot configure the parameter "When my assistant calls"
  • Profile Red
    • The user can configure the parameter "When I'm on the phone"

Features

For each intentional status, the end-user can define a first action and a second action. The timing of the first action can also be defined.

  • Available statuses
    • Office
    • Teleworking
    • Busy
    • Holiday
    • Out of the office
  • First Action Possibilities
User_FirstAction.jpg
  • Second Actions Possibilities
User_SecondAction.jpg
  • Remarks :
    • The end-user can define to redirect his call independently of his intentional status
    • My Personal Assistant Menu consists of
      • voicemail
      • alternative number
      • mobile phone of the user
      • callback (internal calls only)
      • general reception
      • team
      • assistant
    • The user can configure the behavior of the calls when his/her assistant is calling him
      • Ring primary phone
      • Ring primary and secondary phone
      • Ring secondary phone
      • Go to mobile phone of the user (no second action will be executed if the mobile operator picks up before ringing time configured)
      • Go to second action
    • Other parameters:
      • CLIP/CLIR: define whether the number shown to the other party
      • Call waiting (second call when you're busy), fallback to the second action or Call forward on busy
    • Generic messages
      • Busy message : "The person you're looking for is busy and asks not to be disturbed"
      • Holiday message : "The person you're looking for is on holiday"
      • Personal menu : "The person you're looking for is unavailable" following by the menu selection

  • Default settings: By default, the following settings apply:
    • Calls are not being forwarded
    • The default status is 'Office'
    • In Office status, the primary and secondary phones ring simultaneously
    • After 30 seconds, the call is sent to voicemail
    • Call waiting is activated (multiple calls)
    • The user doesn't belong to any queue
    • A pin code is specified by your administrator

How to change your intentional status via short codes?

There are 3 ways to change the status of your profile:
  • Via your phone :
    • Shortcode: ##71
  • Via another phone - a prompt will ask the extension
    • Shortcode: ##77
  • Via another phone - a prompt won't ask the extension
    • Shortcode : ##77(extension)

How to adapt your parameters via Shortcodes

  • Shortcodes have been foreseen to change certain settings (not all of them)
    • (De-)activate call waiting
      • Shortcode: ##02
    • De-activate All Call Forward
      • Shortcode : ##79
    • Activate All Call Forward
      • Shortcode : ##791(number)
    • Activate Call Forward to last number
      • Shortcode : ##791
    • Activate Call Forward on busy
      • Shortcode : ##792(number)
    • Activate Call Forward on busy to last number
      • Shortcode : ##792
    • Activate Call Forwarding Unconditional to Mobile phone
      • Shortcode : ##793

Generic Services

Languages

The following languages are supported for default telephony prompts and user interfaces:
  • English
  • French
  • Dutch
  • German
  • Italian
  • Spanish
The chosen language is used in different ways:
  • Prompt: the different standard messages will be played in a smart way
    • Internal calls: the language of the caller will be used
    • External calls: the language of the called will be used
  • Phone display:
    • The phone display is in the language of the user (except for the soft buttons)
  • E-mail
    • E-mails sent by the SOP to the user are in the language of the user

Voicemail

Voicemail is activated by default. There are two ways to listen to a voicemail:
  • Via your primary phone
    • shortcode : ##00
  • Via a phone of a colleague
    • shortcode : ##01(extension)

When the call is redirected to the voice mail, the caller will go through the following steps:
  • Step 1: Voice mail prompt
    • the « temporary message » is played
    • If there is no « temporary message », the « unavailable message » is played
    • If there is no « unavailable message », the « name » is played followed by « is unavailable »
    • If there is no « name », the default message is played : « the person with extension xxxx is unavailable »
  • Step 2:
    • « Please leave a message after the tone »
  • Step 3
    • Beep

How to configure your voicemail when calling via your primary phone is explained below.

VoiceMail.jpg

  • Remarks:
    • A "new voicemail" indicator is shown on the phone (flashing light and information on the screen depending on the phone).
    • If your e-mail address is configured, you will receive an e-mail with a « wav » file containing the message – listening to the wav file doesn’t delete the message in the voicemail system.
    • The voicemail menu is protected by a pincode (see pincode chapter for more explanation).

Pincode

A default pincode is set by your administrator. The first time you need the pincode, the system will request you configure it.

There's a shortcode defined to change your pincode:
  • shortcode : ##70

Personal User Mobility (PUM)

Personal User Mobility allows a user to get use his extension on any phone (same phone brand)

PUM.jpg

  • Behavior
    • Call ##80 to log in: the message is played in the language of the phone's current extension (English if no extension is set).
    • Call ##81 to log out: the message is played in the language of the phone's current extension (English if no extension is set).

Group pickup

There are 3 types of group pickup. For all 3 types, the phone of the user who does the pickup and the picked up phone should be on the same SOP.
  • Group pickup
    • To pickup the phone of someone in the same group
      • maximum 31 different groups
      • defined by the administrator
    • shortcode : ##72
  • Extension pickup : To pickup a specific extension
    • shortcode: ##72(extension)
  • Department pickup : To pickup the phone of someone in the same department
    • defined by the administrator
    • shortcode: ##73
Example:

GroupPickup.jpg

Fixed Mobile Unification

If you use this service, your mobile is considered as a secondary internal phone. For more information please refer to your operator's FMU user guide.

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