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Here are two recent examples of telephony products that we have developed.
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|  | Greeting Assistant | |
The Greeting Assistant is a product for use by telephone operators at organizations that have many direct phone numbers managed by a telephone switch, such as packaged offices. It allows the operator to personalize their response to the call, by doing a database look-up using the called number. Thus, for example, the operator of a packaged office can answer the telephone with "ABC Software Inc." rather than "Packaged Office Ltd." The operator can switch easily between all current calls -- double-clicking a call connects it and puts any other connected call on hold. Each company can specify how they want the operator to answer their calls, and add special instructions, as well as a list of all their personnel with their phone numbers.
The Greeting Assistant was developed to work with the Shoreline Telephone System. We would be happy to customize it to work with other telephone providers, and to customize the underlying database.
|  | CGA Association of Alberta | |
CGA required their telephone system to integrate with their existing SQL database, which meant developing software that would interface between the ShoreTel IP Telephony system and their comprehensive membership databases. This enables members and students to key in their membership number when the call is answered and have their call directed to the most appropriate CGA staff member.
As part of the Glenbriar Business VoIP solution, a detailed and complex call flow design process was required to map the call centre, workgroups, agents, supervisors and auto attendant menus.
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Due to high call volumes, queues are also used to stack calls into workgroups, with agents and supervisors able to monitor the queue length and respond accordingly. Unified messaging and voicemail features are used extensively during peak periods, enabling CGA staff to respond in a professional and timely manner.
In addition to playing a series of wave files and capturing and verifying membership numbers on the server, we developed a desktop popup that shows the name and number of the caller on the computer of the person to whome the call is routed.
Jo-Ann Cox, Director of Business Systems at CGA, said, “Being able to integrate our contact database with the integrated messaging system has moved us forward light years. The Glenbriar team was able to design and implement a custom solution that exceeded our expectations, while staying within tight budget and time constraints. As a technology partner, we will continue to work with them at every opportunity in the future.
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Telephony Products | IP Telephony System | Greeting Assistant Software
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