May 1999

Price: $10,549 for the 24 � 72 configuration.

[View a feature comparison table of this and other PC-PBXs.]

RATINGS (0-5)
Installation: 5
Documentation: 3.5
Features: 4
GUI: 3.75
Overall: B+

TeleSynergy, a Taiwanese-based company, recently introduced its TelePCX product to the U.S. market. A PC-based PBX running on the Windows NT platform, TelePCX supports unified messaging via a browser interface.

TeleSynergy is unlike many PC-PBX manufacturers in that they don't use Dialogic, NMS, or Brooktrout hardware. Instead, TeleSynergy actually makes their own hardware, which includes the voice processing, fax, and extension cards. In addition, TeleSynergy ships all of their systems on a TeleSynergy-labeled backplane PC which they OEM from an industrial computer manufacturer. Having all of the hardware provided and serviced from a single manufacturer has obvious advantages, since just one vendor is the single point of contact in the event of a system failure.

TeleSynergy supports 2-, 4-, 8-, 24-, and 32-port voice processing boards, as well as 2- or 4-port fax processing boards. A 4-trunk, 12-extension PBX board as well as a dual T1/E1 interface board are available. Configurations can range as low as a 4-trunk, 12-extension system to as high as a 48-trunk, 96-extension system. Also, included with TelePCX are auto-attendant, voice mail, and enhanced PBX capabilities.

In addition, TelePCX (now in version 2.0) is equipped with a GUI-based application generator called TeleAPG. This application generator makes the TelePCX system one of the most configurable and customizable PC-PBXs on the market today.

INSTALLATION
The installation, which was wizard-driven from start to finish, was very easy. It even included diagrams of the hardware boards for changing the jumper settings. We had the system up and running in less than 10 minutes.

Our only snag occurred when one of the hardware boards refused to respond. This board, it seems, had been jostled out of its seating in the ISA slot. Presumably the jostling occurred during shipping. Pushing the board in quickly remedied the problem, and the system came up on the first attempt.

We configured the trunks and extensions, and we set up some users via the browser interface, which was very straightforward. We also found it easy to configure the holiday and greeting schedules, which we brought into line with our office hours.

DOCUMENTATION
We had mixed feelings about the documentation. On the one hand, the installation guide was very well put together, presenting a clear, step-by-step process for installing the system. The other manuals were also very good in providing descriptive flow charts and plenty of screenshots. Finally, we liked the FAQ (Frequently Asked Questions) page, which was very useful.

However, all of the manuals were riddled with spelling mistakes, grammatical gaffes, and awkward expressions. Such a sloppy presentation doesn't exactly inspire confidence - in the documentation or the product itself.

We should point out that the manuals were originally written in Taiwanese, so perhaps a poor translation could account for the torments visited upon the English language. Even so, repeated assaults on the English language, however accidental or innocent, create a poor impression.

FEATURES

• Least-cost routing.
• Speed dials.
• Call pickup.
• Message waiting.
• Call conferencing, forwarding, and parking.
• Internal and external music-on-hold.
• Barge-in.
• Overhead paging.
• Fully featured auto-attendant and voice mail.
• Inclusion of an application generator.
• Fax-on-demand.

OPERATIONAL TESTING
Messaging Client
The unified messaging feature utilizes a SMTP/POP3 e-mail server running on the TelePCX system for storing all of the voice mail, fax, and e-mail. This arrangement may appeal to prospective buyers who lack an e-mail system, since they will get one included free with the TelePCX PC-PBX. However, prospective buyers who already have an e-mail system, such as Exchange Server, may find the included e-mail system a drawback.

Although there is nothing stopping a corporation that uses Exchange Server in-house from using TeleSynergy's product (since Exchange is POP3-compliant), you need to choose between using TeleSynergy's browser-based messaging client or the Exchange/Outlook client. And currently you must use the browser interface to receive your voice mail and faxes. We are told that TeleSynergy is working on an Exchange/Outlook-based client, which will then give customers a choice between the two methods.

Application Generator
One of the key features of the TelePCX is the application generator for customizing your CTI applications. The app-gen is feature-rich, including over 60 high- and low-level objects for database, telephony, and other functions.

When we started testing the app-gen, we soon noticed the absence of online help. So, we found ourselves climbing a fairly steep learning curve, even though the app-gen was graphical in nature. Also absent from the app-gen were some sample applications. An unfortunate omission. Such samples usually prove to be a great help, especially for new users attempting to create CTI applications.

Our main complaint, however, concerns the icons. Many icons were counterintuitive, and many lacked bubble help (tool-tips). Instead of bubble help messages, we would see notes appear in the bottom left corner, an arrangement we found awkward. In addition, the icons all sported such a hideous shade of yellow that we were wont to exclaim "follow the yellow brick road" in the midst of our development efforts.

Web-Based Interface
In testing the Web-based interface for viewing and playing back our voice messages (as well as viewing e-mail and faxes), we found the interface to be fairly user-friendly. We were able to navigate our way around via the browser without having to refer to the documentation.

We would like to point out that playing back a voice message is a two-click process, though. First, you must click on the voice message you wish to listen to. Then, another Web page loads showing just the particular message you chose. Finally, you click on Listen Voicemail, which will then ring your phone extension and play back the message.

We would like the ability to just click on a voice message and have it immediately play back without having to load another Web page first. While listening to the message, we could not figure out a way to rewind, fast forward, or replay the message again. Likewise, when accessing voice mail via the TUI (telephone user interface), all we could do was replay a message. Both fast forward and rewind functions were unavailable.

Also, with regards to voice mail playback, after listening to just one message, you must hang up the phone and wait for the phone to ring again to play back the next message. We would prefer to keep the "connection" up and running and be able to play back multiple voice messages without having to hang up and ring back the phone after each message.

One of the nice capabilities of the Web-based unified messaging system is that you have the capability of downloading the voice message as a .WAV file, in case you are on the road. Another minor capability we enjoyed was the ability to change the DTMF codes (that is, #56) to your liking, to activate such functions as park, barge in, and do not disturb.

Fax Functionality
Although we didn't test the fax features, we should point out that the TelePCX supports fax-on-demand, as well as incoming faxes. Incoming faxes can be routed via two methods. One method is to give a generic fax number out and then have someone manually route the faxes. A second method is to have the fax directly sent to a user's desktop, which will work if the person faxing enters that user's extension on the fax machine.

It is doubtful, however, that many people will stand by the fax machine, wait for the auto-attendant to answer, and then enter an extension, so the second method for fax routing will probably be underused. TeleSynergy is working on a DID fax board. DID is the preferred method of routing incoming faxes to the appropriate person.

System Administration
In addition to configuring the system using TeleSynergy's Windows application, you can also use a browser to configure the PC-PBX. A handy feature, especially if you are on the road. Also, system administrators or interconnects can service the system without having to drive to the office.

The browser interface used to configure the system was very powerful and user-friendly. Setting passwords, call forwarding options, pager number, and other options can be done via the browser interface. Another utility interconnects and system administrators will find handy is a program to monitor the trunk lines and extensions in real-time.

ROOM FOR IMPROVEMENT
After leaving a message and hitting the pound key, the caller is not given any options to set the message priority, re-record the message from beginning, or append to the message. Also, the caller does not have the option to dial another extension on the same call. Instead, the caller must hang up and call back to reach another person.

As previously mentioned, the Web interface for playing back messages is a bit of a nuisance, requiring you to wait for a separate Web page to load and an extra mouse click to play back each individual voice message. We'd like the playing of voice messages to require but a single-mouse click.

Also, we would like to reiterate that we would prefer to keep the voice mail connection up during and after each message is played. Doing so would give the user the ability to play back multiple voice messages without having to hang up and ring back the phone after each message.

Finally, a desktop call control application would be a useful addition to this product. We've heard TeleSynergy mention they are working on it.

CONCLUSION
TeleSynergy's TelePCX product is certainly one of the most powerful and customizable PC-PBXs on the market today. However, it does lack some essential features mentioned in the Room For Improvement section of this review. Granted, a customer could always take advantage of the included app-gen, which has the building blocks to help creative users fill some of the gaps in the feature set. However, we would like to see some of these features included turnkey with the system.

TMC Labs believes this product has a bright future because of its very competitive pricing (lowest priced PC-PBX in this shootout), open architecture, strong fax features, ability to add on new CTI applications, as well as its extremely well integrated voice mail, auto-attendant, and unified messaging capabilities.