Telephony Office-LinX by Esnatech is an auto-attendant, voice mail, and call processing
software package that runs on Windows 95. Available in both two-port and four-port
configurations, it is designed for a corporate environment that needs seamless telephone
integration and LAN connectivity. The software is multi-functional, with the ability to
answer incoming calls, notify users of messages, transfer calls, and make calls to deliver
or retrieve messages.
Users can use their telephone keypad to forward and rewind messages during playback
with a series of commands. They can also transfer messages and employ multiple greetings.
Administration of Telephony Office-LinX is through an intuitive, easy-to-use GUI.
The package also allows the administrator to set different greetings for different
circumstances. Features include special holiday messages, after hours greetings, and
multilingual options. There is also a fax-on-demand feature that may deliver documents
stored on the system, as well as documents stored on a network drive, which are able to be
faxed to the caller upon request.
INSTALLATION
The package includes the necessary software, a sentinel key (a copy-protection device that
is connected to the parallel port of the PC), and a Brooktrout two-port board. Installing
the board (a standard PCI card) was easy, but installing the software was another matter.
Most high-tech companies provide software on a CD-ROM, but Esnatech sends theirs on 16
floppy disks — all the different components needed to run Telephony Office-LinX.
Some of the disks have to be installed in a particular order. If the order isn’t
observed, say, between software packages, the install stops. (We speak from experience.)
Eventually, we did install the software. Then we configured it, following the
directions were given on how to configure TCP/IP under Windows 95. Since we were already
established on the network, we were able to skip that section. Next, we programmed Session
Q, which makes better use of the 97 TCP connections limitation of Windows 95. Since the
binder was loaded with screen shots, installing the other components, including the
Telephony Office-LinX software, was easy. Then we logged in and set up the individual
mailboxes as described in the Operational Testing Section. This was also simple, although
the system is usually sold as a turnkey solution, eliminating the need for an MIS person
or reseller to install the board and software.
DOCUMENTATION
The two-part documentation consisted of a large binder for the administrator, and
a Pocket User Reference Guide for the end user. The binder contained flowcharts for
pre-installation inspection, system and installer requirements (although Windows 95 was
not listed — it took a call to Esnatech technical support to clarify this), and
required equipment, for both regular and remote access use.
The Pocket User Reference Guide was compact, but thorough. If Esnatech applied some of
the same presentation and clarity to the binder, they would make that document more
user-friendly, even for the technical professional.
The binder contains far too much information for the non-technical reader. However, the
pocket guide is perfect for the end user.
FEATURES
Telephony Office-LinX gives the user many features that are expected in voice and
call processing software, along with some other useful functions, including a multilingual
feature and fax-on-demand. Other features are as follows:
- Users can block, screen, or forward calls to an extension. They can label messages as
urgent or certified. Also, they can take advantage of an unlimited number of personalized
greetings for incoming calls.
- Callers can identify themselves before the transfer, or have the calls announced over
the intercom system. Callers may search the directory for a user’s extension.
- Adminstrators can set the maximum call length, number of days to allow messages to be
saved, and the maximum number of messages allowed for each user. There are, in addition,
up to 99 distribution lists for broadcast messages. Also, there is on-line help for
administration, diagnostics, and reporting.
OPERATIONAL TESTING
We installed Telephony Office-LinX on a PC running Windows 95. Interestingly
enough, this product does not run on NT, and is buggy when running on Windows 98. Similar
products would rather have the stability of NT. However, this is a cost-savings measure,
and the lower price for a Windows 95 box to run Telephony Office-LinX is certainly a
consideration for choosing this product.
When we booted up after installing the hardware, Telephony Office-LinX launched a
window asking if we would like to launch the software, or exit. We launched Telephone
Office-Linx and logged into the software. By doing so we were able to access all the
menus. Most of the menu items were easy to follow, and anything we didn’t know right
away was covered in the documentation.
Several windows opened when we launched the software. The port activity window
kept a log of several items that are of interest to the system administrator, including
the number of calls received. It also displayed the current activity of each of the ports
as well as recording the number of transfers and messages left since logging on. Most of
the menu items on the main administrator window were disabled until we logged into
Telephony Office-LinX as the administrator. Then we were able to configure any setting we
wanted to change from the default.
We were able to create and edit mailboxes. The mailbox edit window was intuitive
and easy to manage. Everything was clearly labeled, and easy to navigate. One strange
feature was that the “X” on the close window box was grayed out, forcing us to
use the Exit button instead. We created a test mailbox, saved it, and exited. Dialing in
for the first time, we were walked audibly through a series of prompts to set up our
prompts. We then recorded our personal greeting, as well as our busy, going home, and name
prompts. All these are standard phone system options.
For the user who is not concerned with the technical aspects of the Telephony
Office-LinX, Esnatech has made a program that is as seamless as most voice and call
processing software packages. A simple tutorial guides the user over the phone through the
configuration of the various greetings, mailbox setup, and password creation. Setting up
the fax-on-demand optional feature was far more complicated — a non-technical user
would probably have trouble, but we were able to get it working as described in the
binder. Likewise, some administrator functions were beyond the scope of the average user,
but a technical professional following directions in the manual shouldn’t have any
problems.
ROOM FOR IMPROVEMENT
Although easy to use, Esnatech’s Telephony Office-LinX system has a
significant drawback — it runs on but one operating system, Windows 95. An
auto-attendant, voice mail, and call processing software package that works only on
Windows 95 is questionable. Windows NT is more stable for this type of product, and most
similar systems run only on that platform. But, as mentioned earlier, the cost for a
Windows 95 machine is much lower than that of a NT machine.
The only other flaw was the software installation process. Putting all the different
components on a single CD would simplify the set-up and avoid the confusion of installing
several different components in a specific order.
CONCLUSION
Esnatech’s Telephony Office-LinX is easy to use, intuitive, and includes all
the features needed in a self-contained system. The wisdom of making only a Windows 95
version available is questionable, and will limit the number of users who consider buying
this system. However, Telephony Office-LinX is a good system at a good price, if you
don’t have to purchase a copy of Windows 95 specifically to run the Esnatech product.
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