With PhoneMaster, a desktop call control application with integrated
GUI-based voice mail capability, you can access voice mail from your Windows desktop, as
well as effectively manage your inbound and outbound calls. If you have caller-ID,
PhoneMaster will display screen-pops of customer records when you receive calls.
INSTALLATION
We received a pre-configured laptop with the PhoneMaster software already installed. The
computer, a Dolch, was also set up to run Windows NT 4.0 and NetPhone PBX server software.
The NetPhone PBX server includes such features as auto-attendant, voice mail, interactive
voice response, call detail reporting, and automatic call distribution. It can also add
screenpop capability to software applications such as PhoneMaster.
The only real installation we had to perform was to hook up an analog line simulator,
plug in some phone cords, and then plug in 4 analog phones to a breakout box, which was
pretty easy. We did have to set up some voice mailboxes and map some extensions on the
server, but that too was pretty straightforward.
Next, we checked out the options available with PhoneMaster’s automatic forwarding
of calls. Also, we found that PhoneMaster provides for several customizable preferences,
such as sorting calls by priority, hiding the dialer after dialing, and enabling/
disabling confirmation on a transfer, which we particularly liked. If there’s one
thing we hate, it’s those annoying confirmation dialog boxes!
DOCUMENTATION
The documentation consisted of the Installation and Administration Guide, the Voice Mail
User’s Guide, and the PhoneMaster Desktop Control User’s Guide. The contents and
the index sections in each of the three manuals were complete and well organized. Also,
each of the manuals had a wealth of screenshots, with detailed descriptions. The
installation instructions were detailed and easy to follow. The documentation merited a
4.50 rating.
FEATURES
- GUI-based call control, including transfers, hold, pick-up, conferencing.
- Caller-ID processing.
- Screen popping of Windows applications.
- Call logging.
- Access to your voice mail from your computer.
- Telephone directories.
- Support for up to 8 simultaneous calls, which cuts down on “phone tag.”
OPERATIONAL TESTING
Dialing From One Extension To Another
The first thing we noticed was that the screen changes the status of your phone icon when
you go off-hook. You can also monitor other people’s extensions, which are in your
“workgroup.” This feature comes in handy when you need to know if one of your
coworkers is available, that is, not on the phone. PhoneMaster’s “phone
monitoring” capability is depicted in Figure 12, which displays the main GUI.
Setting Up A Conference Call
First we selected extension 201, and then we selected extension 205. (We used the
workgroup window as our “speed dialer.”) This procedure automatically placed
extension 201 on hold (Bruce Warren) and then dialed extension 205 (Stan Hennessy).
After we connected to the second extension (that is, after Stan answered), we had to
click on the name of the person who had the first extension (Bruce), and then click on the
Conf button. We couldn’t just click on the Conf button with the second name selected.
Now obviously this is a security feature for when you have more than two people in the
call queue. You wouldn’t want PhoneMaster to arbitrarily or randomly join callers
into a conference call. For instance, if you had two people on hold, and you were talking
to another person, then obviously you would want to select which caller you wish to
conference in with the current person you were talking to. However, we do feel that if
there are just two callers in the call queue, then you shouldn’t have to select which
caller you wish to conference in, since there is only one available choice.
We found the extra mouse-click a bit tedious, and would certainly recommend that the
program automatically default to “join” two callers together into a conference
no matter which caller is selected. Although the extensions are displayed separated
by commas, the Names field is blank. For some reason, in a conference call, the names are
no longer displayed. We’d certainly like to see the names of the parties in the
conference call. Consider this a Room For Improvement item.
Integrated Voice Mail System
To access your voice mail from PhoneMaster, you can click on an icon on the toolbar. Then,
when your voice mail appears, you can see a display that includes important information,
such as the received date and time, the caller’s number (if available), the name of
the caller (if available), and the length of the voice mail. Features such as forwarding
the voice mail, and especially “return call,” were particularly useful.
Contact Management
PhoneMaster provides excellent integration with third-party contact managers such as Act!,
GoldMine, Maximizer, and Telemagic. In addition, PhoneMaster is also DDEcompliant. Setting
up the DDE links was pretty straightforward since PhoneMaster provides an easy-to-follow
screen for filling out the appropriate values.
PhoneMaster also provides its own limited contact management capabilities. You can
store names, companies, and phone numbers, as well as attach memos to a contact. We found
that the call log is extremely useful for tracking inbound and outbound calls. Even if you
miss an important inbound call, you can, using caller-ID information, see who called you.
Also, by simply double-clicking on the name in the call log, you can quickly and easily
return the phone call .
ROOM FOR IMPROVEMENT
At present, PhoneMaster’s voice mail interface isn’t integrated with Microsoft
Exchange or other email programs. We’d like to see future versions introduce such
integration. In addition, as previously mentioned, we’d like the Names field to
display the names of callers in a conference call. Also, we’d like PhoneMaster to
allow the Conf button to join two parties into conference call when there are only two
callers in the call queue, regardless of which caller is selected.
CONCLUSION
PhoneMaster is best used as a call control and GUI-based voice mail retrieval application,
and not as a fully featured contact manager. Of course, PhoneMaster isn’t intended as
a fully featured contact manager, anyway. Instead, PhoneMaster provides the necessary
links to more powerful contact managers such as Goldmine or TeleMagic. (The PhoneMaster
software doesn’t need to reinvent the wheel.) Besides providing call control
features, PhoneMaster delivers call logging capabilities. We really liked being able to
call back missed incoming calls, just by double-clicking an entry in the call log.
Although the product’s GUI could be more intuitive, we liked PhoneMaster’s
capabilities, and its low price. |
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