Designed for the SOHO environment, TalkWorks PRO 3.0 by Symantec is an integrated voice
and fax messaging software package that supports up to 15 users. It gives users many
options that are usually found in larger, more expensive packages, such as separate voice
mailboxes for employees, fax on demand, and remote notification via pager or cell phone.
TalkWorks PRO is much improved since version 2.0. It features an updated GUI, the ability
to receive faxes and calls on the same phone line, and a log of incoming and outgoing
calls and faxes. TalkWorks Pro also includes an upgrade to another popular Symantec
package, WinFax PRO 9.0.
INSTALLATION
We installed TalkWorks PRO on two PCs — one running on Windows 98, the other
on NT Server. The only difference in the performance and setup between the two operating
systems is that plug and play is not available on NT. We used a U.S. Robotics 56K Voice
Faxmodem to test the product, and we met all the minimum requirements: Pentium PC, 32MB
RAM, Windows 95 or 98, Windows 2000 or Windows NT 4.0, and a soundcard. A microphone
(included with the package) is required to record customized greetings. Installation was
easy, and we stayed within the default settings, except when we entered our specific
information — for both phone and fax numbers, you have to dial “9” to reach
an outside line. Upon launching the application, a window welcomed us to TalkWorks PRO,
and allowed us to configure the different components of the software.
The 10 icons on the TalkWorks PRO guided setup window launch wizards to set up the
different components of the program, including Getting Started with TalkWorks, Modem
Setup, and Phonebook Wizard. The setup wizards are all easy to follow, and users who have
configured other Windows programs should have no trouble with these.
The Getting Started with TalkWorks setup creates and configures any system, from a
simple answering machine to a multiple mailbox system. We chose the Advanced Multi-Level
Answering System option and proceeded with the wizard. We were given the option to create
our own system or start from a provided template. To determine how helpful using the
template was, we decided to use that option, choosing small office with fax on demand.
There are many options available for configuring mailboxes. The user provides a name
and password, and can record custom greetings or use the provided greetings. Greetings can
be scheduled according to the user’s needs. An “out of office” greeting can
be played from 5:00 PM until 9:00 AM, and a standard “away from my desk or on the
phone” greeting can played during work hours. The user also has the ability to import
prompts that are already on the PC, avoiding duplicated messages that have been previously
recorded. Each mailbox has the option of allowing remote retrieval of messages and faxes.
The password for this feature (as well as the administration for the entire system) is
very easy for the administrator to set.
The modem wizard was the most difficult part of the setup. We had previously installed
the software that came with the modem, but we had to configure it within the program as
well. It was slightly complicated, and although we were able to complete the setup using
our technical experience, a beginner might not be so lucky!
By contrast, the phonebook wizard was by far the easiest part to set up. We had the
option of importing or linking to an existing phonebook from another program such as
Access, Lotus Organizer, or SQL Server via ODBC. This leaves a lot of choices unavailable,
and will mean keying any necessary data into the program.
Likewise, using a phonebook from an existing program has limitations. Few major
applications are supported, but users who are upgrading from WinFax PRO 8.0 are able to
use their existing phonebook. This is an easy process, and the average user will be able
to complete this step without any difficulty.
Finally, we connected our modem to the phone line. We dialed in to make sure that the
log recorded our call properly and that the modem and caller ID functions were working
properly. We wanted to simulate exactly how a SOHO user would most likely have the system
configured, so we did not connect the host PC to the network.
DOCUMENTATION
TalkWorks PRO is a complicated product, but Symantec usually produces
better-than-average documentation. At 116 pages, TalkWork’s documentation is no
exception. Each chapter is broken up into logical sections, and every topic has at least
one paragraph describing the function of a particular feature. Numbered steps describe how
to perform each function.
We were unable to find any fault with the printed documentation. There are
troubleshooting sections placed at the end of certain sections, as well as an entire
chapter dedicated to troubleshooting. Having worked with products with less-than-stellar
manuals, we appreciated the effort that Symantec put into their documentation.
The help files on the PC, however, are extremely limited. By clicking on the help icon
(a question mark on the menu bar), the user has the ability to click on an item to receive
help. Unfortunately, most items we tried this on brought up a dialog box, which read,
“No Help topic is associated with this item.” A Web-based help file, something
that is becoming more common lately, would be a good addition here. Although the software
is graphically oriented and very intuitive, this doesn’t compensate for having
less-than-average on-screen help.
FEATURES
TalkWorks PRO 3.0 is a complete voice mailbox system for the needs of a SOHO
user. It supports up to 15 users with a full-function voice-mail system, including the
ability to customize mailboxes and greetings, and the administrative functions are
uncomplicated. The software has a Message Manager feature that allows users and
administrators to store and save voice messages, and send voice-mail files via e-mail.
Another feature is the cost-savings that TalkWorks offers the user. Only one phone line
is needed for both incoming voice and fax calls. The ability to run the program on a
number of different operating systems is also a plus. TalkWorks can forward a call to a
phone, cell phone, or pager. This notification can be restricted by date, time, and caller
(which requires caller ID).
In addition to the features mentioned above, TalkWorks Pro 3.0 has many improvements
over version 2.0.
- A new GUI — The GUI combines an answering machine and telephone interface, which
allows the user to make calls and listen to messages in the same place.
- Call forwarding — A Call Forward mailbox allows the user to forward calls to any
number, including cell phones.
- Find Me notification — TalkWorks can try multiple phone numbers to let the user
know that there’s a phone call or fax waiting.
- Forward voice messages via e-mail — Voice messages can be saved as files and sent
to other users via e-mail, as an attachment.
- Detailed call reporting — The advanced feature lets the administrator track
incoming and outgoing calls, fax-on-demand usage, and hang-ups.
- Caller ID Screen Pop — A pop-up window lets the user know exactly who is calling
before answering the phone. (This requires a caller-ID-enabled phone system.)
- Broadcast voice messages — The ability to share a voice message to some or all of
the users on your system.
- Importing contacts — TalkWorks PRO 3.0 users have the ability to import contacts
from a number of programs, or link TalkWorks PRO 3.0 to another Symantec product, Act! 4.0
or higher.
TalkWorks supports several services, including caller ID, distinctive ringing,
conference calling, and call discrimination. With a compliant modem, TalkWorks PRO lso
allows you to use speakerphone. WinFax PRO 9.0 is included within TalkWorks PRO 3.0. New
features of WinFax PRO 9.0 include an improved interface, the ability to back up faxes and
address books, and laser-quality faxes with a thumbnail preview window.
OPERATIONAL TESTING
After the program is configured, the software launches directly into the
TalkWorks PRO 3.0 main window. The GUI is designed to look like a fax machine/phone
system, with all the necessary buttons, a display at the top, and a call log window in the
middle (Figure 5). Users are able to dial and send faxes from the desktop, and the
incoming call log has caller ID. There is a return call button on the main window, but
this function is linked to caller ID, and is not automatically able to return calls that
are “unknown” or “out of area.” Caller-ID-enabled phone service is
required for this feature to work.
On our first PC, we created and configured several mailboxes, based on the template
provided. Then we recorded several of our own greetings, used some of the greetings
provided with the software, and set different schedules. On our second PC, we created a
system ourselves, without using the template. This would be somewhat more difficult for a
non-technical user, but it didn’t prove to be a problem in our case. In both
instances, the product worked seamlessly. Every call we made into TalkWorks was
transferred to the appropriate mailbox, and there were no problems with any of the
greetings or scripts we enabled. Everything is easy for the end user to understand, with
no surprises or hidden problems.
Fax-on-demand was set up easily as well. Enabling fax-on-demand opens a window with
several tabs, each with easily configurable options. The faxing function gives us several
choices: an optional cover page (either a provided page or custom-created page), a
multiple document function (which allowed us to fax several different documents at once)
and a fax-back function. The fax-back function allows the caller the choice of requesting
faxes during the same call or supplying a fax number to allow a call back. This gives the
TalkWorks administrator control over who pays when a long-distance call is involved.
Long-distance-cost concerns aside, we found that allowing the caller to determine the
method of faxing is most useful, as many fax machines don’t include handsets, and
these make automatic fax-back functions more difficult for an end user.
Every call and fax request we made was successful, including “one-off” faxes
for which we manually entered the fax number and didn’t use our address book. All the
voice prompts we recorded worked, and the schedules we set also ran flawlessly. There were
no systems crashes during our testing, and no errors occurred within the program, even in
Windows 98, a platform that often has trouble with this type of application.
The message-manager function was also user friendly. The GUI is similar to those used
in other applications, including Artisoft TeleVantage and Microsoft Outlook. The display
features a set of folder icons on the left, where the user can store the voice and fax
messages.
Creating new folders and moving and deleting messages was virtually the same as in
other programs with a similar GUI. Subfolders can be created within folders for easy
organization and retrieval of messages. Both folders and messages can be deleted with
keyboard commands, and don’t require a right-mouse click.
ROOM FOR IMPROVEMENT
TalkWorks PRO 3.0 is a very good product, and we were unable to find many major
functional items needing improvement. The biggest drawback is the inability to import
contacts from a larger number of programs. Version 3.0 is upgradable from earlier versions
of the software and other Symantec products, including WinFax 3.0 and higher. Since
Microsoft Outlook is the most popular package for contact management and e-mail, it’s
surprising that TalkWorks PRO 3.0 is unable to import Microsoft Outlook contacts. Outlook
is limited in the formats in which it exports data, and none of the export formats
available in Outlook (CSV, Tab Separated Text, etc.) can be imported into TalkWorks PRO.
There are two important features missing from TalkWorks PRO 3.0: the ability to access
the server from the Web (eliminating the expense of a long- distance phone call), and any
text-to-speech capabilities. Whether or not this is a practical option for a SOHO
environment would probably be determined on a case-by-case basis, but it would be a nice
addition for those who want more advanced features in their integrated voice and fax
software, even as an “add-on” for more money. Also, deleting the messages in the
Receive Log in the main window requires a right-mouse click; they are not able to be
deleted by using the keyboard.
The GUI has some minor annoyances: as mentioned earlier, the help file is virtually
nonexistent, and the window doesn’t have a backspace button in the event that a
incorrect number was dialed or a “clear” button as a fax machine would have. The
main window (in the shape of a telephone) isn’t scalable and only has minimize and
close options.
An important, final cause for concern is that most modems (like the model we used) are
single-line devices; multi-line modems are less common. Although it is possible to install
two single-line modems, they must be connected internally, not to mention configured
within the operating system as well as the program. That could prove to be difficult for
everyone except the most high-end technician. Plus the list of compatible modems is short,
with the requirements of Class 1, 2, or 2.0 voice/fax capable modem with a Rockwell, US
Robotics, IS101, or Cirrus Logic voice-capable chipset.
CONCLUSION
TalkWorks PRO 3.0 is a solid player in integrated voice and fax messaging
software for the SOHO environment. There are many excellent features available — more
than enough for the small office. Small is the important word here, because approaching
the 15-user limit is pushing the envelope. With the ability to run on different operating
systems, it performed well on both platforms we tested it on. Easy to set up and
configure, it poses no problems for users and administrators who want to customize a voice
and fax messaging system for the small office environment. The price is reasonable, and
there’s the option to run it on Windows 95, 98, NT, or 2000. TalkWorks PRO 3.0 is an
excellent product and value, not only considering its features and performance, but also
for the reasonable list price and the flexibility of platforms on which it runs. |
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
