April 1998

Telekol Corporation
130 Third Avenue
Waltham, MA 02154
Ph: 617-487-7100
Web site: www.telekol.com

RATINGS (0-5)
Installation: 2
Documentation: 4
Features: 4
GUI: 3
Overall: C+

Telekol’s IntegraServ is a unified messaging module, which utilizes the IntegraX voice mail/auto attendant server to perform unified messaging. Those concerned about compatibility of their existing switch with a third-party unified messaging product need not worry about Telekol’s IntegraX product. The IntegraX platform has an impressive list of supported switches. In addition to its support of multiple switches, it also provides support for Microsoft Exchange as well as legacy MSMail users employing their own MAPI adjunct. This is an important feature, since it helps Telekol target a very extensive list of businesses which still have not upgraded MSMail to Exchange Server. As such, Telekol claims to be the only vendor supporting both the MSMail and Exchange Server platforms in the unified messaging arena.

IntegraX is built on a multi-threaded 32-bit COM/DCOM architecture, running under Windows 95 or Windows NT. In addition to supporting MAPI, the IntegraX server supports TAPI and TSAPI protocols. The base system includes a full-featured voice mail system, audio-text, automated attendant, and an automatic call distributor (ACD). With multi-tenant functionality, the IntegraX automated attendant can service multiple businesses, providing a cost-effective solution for several small businesses sharing the same location. Additionally, IntegraX provides an automatic call distribution function for efficient call handling. Multiple callers can select to "hold" in a queue for the next available extension or operator, being regularly notified of their placement in the queue. There are three "modules" which can be added to the system either at the time of purchase or later if desired. One of the modules is called IntegraFax, which adds fax mail and fax-on-demand capabilities. The other module, IntegraServ, transforms IntegraX into a unified messaging server.

DOCUMENTATION
The documentation came in the form of a single, hefty manual. Although quite bulky, it was very complete. It seemed very well organized and included screenshots wherever applicable. We did not notice any quick reference guides included with the package sent to us. These reference guides are useful to give to users for traversing and learning the "ins & outs" of the voice mail system.

INSTALLATION/ OPERATIONAL TESTING
Server
Installation of the server itself was a snap. The software comes pre-loaded with all the software needed, including a licensed CD-ROM of the Windows 95 operating system. Similar to a brand new Dell PC, when you boot up the system for the first time, it goes through a series of setup and configuration questions. We did have a bit of difficulty getting the network card to work, but after troubleshooting that, the rest of the server installation went smoothly. We set up some voice mailboxes and loaded the appropriate switch parameters (Nitsuko) on the IntegraX server. Setting up the voice mailboxes as well as other settings was done from a DOS-based GUI , where we set up mailbox 201.

Client
Client installation was also fairly easy, except for several details. Since we were not using a WINS server on our network, we had to manually type in the TCP/IP address of the IntegraX server. Also, the original Outlook profile we were set to was an engineer’s inbox. We didn’t want to screw up his e-mail, so we created a new profile in Outlook called TMC LABS. Then we added the Telekol IntegraServ service to this particular profile, and set the appropriate TCP/IP settings. When we tried opening Outlook with this profile, it wouldn’t work. We had to reinstall the client software with TMC LABS set as the default profile. This was a bit of a nuisance.

PBX Integration
Integrating with the switch Telekol sent us was a bit of a chore. We thought the switch sent to us was preconfigured, but we were wrong: We needed to make several configurations.

First, we loaded the Nitsuko switch parameters on the IntegraX server. Next, we programmed the Nitsuko switch from one of the handsets. To do this, we called Telekol, and their technical support guided us through some configurations both on the IntegraX and the Nitsuko switch.

Unfortunately, their technical support did not have the switch manual handy, so we were put on hold. No problem, that’s perfectly understandable. After five minutes or so, the technician found the manual and tried to guide us in programming the Nitsuko. First, we explained our simple two-handset configuration to the technician and he had us press some keys on the handset. Unfortunately, the keys he told us to press were not doing what they were supposed to be doing. Eventually, after several guesses and a bit of time, we were able to figure it out. Since this switch is often used at trade shows or for demos, we thought for sure the technician would have the setup and configuration down pat.

In any event, after programming the switch for about 45 minutes, the technician told us it was ready to go. After configuring and changing so many settings, we did not share the same confidence that the switch and the IntegraX server were "ready to go." For one thing, when we tried accessing the auto attendant by pressing "299," a prompt would play saying, "Please enter your access code." Apparently, an extra DTMF key was being sent to send the call from the auto attendant to the voice mail system. We were a bit frustrated, since we couldn’t access the auto attendant.

Eventually, we figured out a hack. After hearing the access code prompt, we were able to press the "#" key which then routed the call back to the auto-attendant. Once we did this, the prompt then said, "Welcome to… Please enter the extension of the party you wish to reach…" We pressed "201" on the phone to transfer to one of our hooked up phones. We let extension 201 ring four times, so that voice mail would take the call. A prompt played, saying, "Please press 1 to leave a message," as well as several other options. We pressed "1" and then proceeded to leave a message.

Here’s where things got really strange. We started speaking into the speaker-phone and then we noticed the speaker-phone light go off after about 4–5 seconds. We checked our Outlook inbox to see if the voice mail had gone through. Nothing there. We figured, well, sometimes these things happen, so let’s try again. We again called into x201’s voice mail, and once again it hung up after just 4–5 seconds. We had a theory about what was happening, so this time we left a 3-second voice mail and then hung up very quickly. We thought maybe there was some sort of time limitation. Sure enough, our 3-second voice mail showed up in our Outlook inbox. Next, we tried finding the source of this problem by editing mailbox 201 on the IntegraX server to see if the maximum message time was somehow set to less than 4–5 seconds. However, when we examined the settings for mailbox 201, both the maximum and minimum record times were both set correctly.

In any event, our "short" voice mail messages did go to our Outlook inbox. Some really nice message handling capabilities include the ability to prioritize messages, and redirect and send voice, fax, and e-mail messages to other system subscribers or over the Internet. You can also forward faxes to a fax machine or printer at any location.

The graphical user interface (GUI) for the recording and playing back of a voice mail on your desktop PC was excellent. The GUI features an adjustable volume slider bar, easy-to-read buttons (stop, record, fast forward, rewind, etc.), and a very clean interface.

Another nice feature of the IntegraX is its reporting capabilities. From the DOS-based GUI, you can choose a system configuration report or a mailbox report. When you do so, the program will automatically launch Wordpad and open the newly created report file, We found this to be a nifty method of creating and viewing the reports. In addition you can also run a more advanced Windows GUI-based reporting program to view the calls answered, abandoned calls, calls answered by extension, and others. Ultimately, though, the installation is confusing — and it’s not just a matter of adding a little more clarity to the documentation. Users shouldn’t have to hack the system to get it to perform correctly.

• Number of ports: 4–24.
• Voice storage: 64 hours, with upgrades to 160 hours.
• Mailboxes: Up to 10,000.
• Server CPU: 486/33-100 MHz (minimum).
• Voice boards: Dialogic.
• Optional IntegraServ and IntegraMail modules: For CTI/unified messaging capabilities.
• IntegraFax: For fax mail and/or fax-on- demand capabilities.
• Live call recording.
• Message waiting light.
• Pager notification.
• Automatic holiday scheduling.
• Blind call transfer or non-supervised call transfer.
• Call screening.
• Call queuing.
• Dial-by-name or extension number
• Fax detection (CNG), routing, and notification.
• Multiple greeting messages.
• Audiotext.
• Call recording.
• Follow-me.
• Overhead paging.

ROOM FOR IMPROVEMENT
Currently, the IntregraX system only supports Boca fax boards — not high-end fax boards such as Brooktrout’s TR114 fax series, or Dialogic’s (Gammalink) fax boards, though we were told they would soon support these boards. As stated previously, we had some technical issues with the system, which we hope will be worked out. Another strange bug we found was that our Personal Folders now had four Calendar folders labeled Calendar, Calendar1, Calendar2, and Calendar3. Also, we would like the DOS-based voice mail GUI to be updated to a Windows-type graphical interface, which is much easier/quicker to administer and set up than a DOS based GUI.

CONCLUSION
TMC Labs goes to great lengths to try and ensure a fair and complete review. As such, if it is at all possible, we do call the vendor’s technical support when we encounter difficulties with the product. On the other hand, if we are sent a turnkey solution which should work with just minor user intervention, then we do feel it should not warrant a call to technical support. TMC Labs has very competent engineers who can figure out problems with just about any product they encounter. In the case of Telekol’s IntegraX product, we found it a bit disconcerting that sometimes the product worked, and sometimes it did not. As such, this did not seem to be a configuration problem, but rather a flaw or bug in the software or a flaw in the integration with the Nitsuko switch.

Thus, for this particular product we do not feel a call to technical support would have resolved all of the issues we encountered, but certainly some of the issues could have been resolved. For instance, the 3–4 second maximum record time for voice mail most likely could have been resolved. However, we do not feel that the other major problem — getting the voice mails in Outlook to play over the telephone 100 percent of the time — could have been resolved easily. We found the fact that it worked some of the time and not 100 percent of the time to be more of a bug than a configuration problem.

We did decide to call Telekol anyway, and we noticed a bug in their own auto attendant as well. When we transferred to one of the extensions, it prompted us: "Please state your name." When we stated our name, it then said: "Press 1 to accept the call, press 2 to transfer the caller to voice mail …" Wait a second , we thought…we’re calling Telekol! How the heck can we accept a call when we are the ones calling? Somehow, the system thought that we were the ones being called, as opposed to the ones doing the calling. We pressed "1" to accept the call, even though we were the one calling. That didn’t work either; it routed us back to the main greeting. We hung up, tried again, but the same thing happened.

Then, one of our engineers received a voice mail from Telekol requesting that their Nitsuko switch be sent back immediately. We tested all of the functionality of the Telekol system, though we did encounter some performance related issues. We would have liked to work out some of the issues we encountered with the Telekol system, but Telekol needed their switch back.

The Telekol IntegraX server and the client installations were all fresh installs, and the Nitsuko switch was configured pretty much from scratch during the technical support call we made. As such, we can’t see why this system should not have worked better than it did. We welcome, and in fact, strongly encourage, that any future versions of this product be resubmitted to TMC Labs for a "Second Look," where we can then reevaluate the system.

It is possible that we received a faulty Nitsuko switch, a buggy Windows 95 client, or perhaps, in fact, there is problem with their software and/or hardware. In any case, we will conclude by stating that the Telekol system has the feature set to be a contender in the CTI industry. Between its unified messaging capabilities, support for fax, fax-on-demand, and solid DOS-based voice mail system (sold since 1989), it truly does have the "inner guts" and potential to make waves in the CTI industry. But we’re afraid that with the system we reviewed, that statement may be a bit premature. We should therefore stress its "potential" to make waves.