IntegraX, like other combination unified messaging/voice mail server products, has its
own distinct advantages. For example, the IntegraX CTI server manages to cost considerably
less than competing products, while still offering an extensive feature set. Another
example: not only does IntegraX provide unified messaging, it also integrates auto
attendant and IVR functionality, extends message access to the Internet, and reads e-mail
over the phone (via text-to-speech). IntegraX also boasts over 100 PBX preset
configurations for easier integration and implementation. Finally, IntegraX will soon
provide call control, which should be available by the time this review is published.
Telekol's IntegraX system is available on two server platforms: IntegraBusiness, which
supports 4-24 ports, and IntegraEnterprise, which supports 4-96 ports. IntegraEnterprise
supplies some functionality IntegraBusiness lacks, such as speech recognition,
text-to-speech, Internet access to messaging, fax server messaging, e-mail-to-fax
messaging, and Microsoft Exchange Server integration.
The enhanced functionality demonstrated by IntegraEnterprise is due to additional
client/server application software modules. Some modules are common to both server
platforms, which accounts for how some features are shared by IntegraBusiness and
IntegraEnterprise.
Both platforms support the following modules: IntegraVM, IntegraMail, IntegraCall,
IntegraFax, IntegraIVR, and IntegraServ. The IntegraEnterprise platform also supports
IntegraNet, IntegraExchange, IntegraTTS, and IntegraSpeech. The names of the modules are,
for the most part, self-explanatory. For example, IntegraVM provides for voice mail, and
IntegraMail provides for storing voice, fax, and e-mail messages in a single, unified
inbox. IntegraMail also permits access to all message formats via telephone or a
MAPI-compatible e-mail reader.
Incidentally, we reviewed the IntegraX system in our April 1998 issue. At
that time, we encountered several quirks and bugs, as well as some integration issues.
These problems moved us to give the product a C+ rating, which meant we couldn't give
IntegraX an Editor's Choice award. Eventually, Telekol asked us to revisit IntegraX, which
they felt deserved better than a C+. Well, we took a second look at the product, and we're
happy to say that it is much better.
The earlier version of IntegraX, which ran on Windows 95, has been succeeded by a
Windows NT version. We were pleasantly surprised by the new version's ease of
installation, as well as its extensive functionality and impressive performance.
INSTALLATION
When Telekol visited TMC Labs, they brought along a turnkey voice mail system. The system,
which provided for four ports, had all the software preloaded and tested; thus, little in
the way of installation was required. However, we did need to integrate the Telekol voice
mail system with our Nortel Norstar Compact ICS switch. We reinstated the Norstar's
factory default settings and set up two extensions, 201 and 202. Then, we plugged two
lines into the Telekol system's Dialogic cards. Later, we would use these lines to test
the product's auto attendant and voice mail capabilities.
To administer the system, we needed to work with a DOS-style interface, which ran under
Windows NT. Normally, we cringe at the sight of a DOS-style interface, especially for a
product boasting advanced unified messaging functionality. Nonetheless, with the IntegraX
product, we found our way around the interface quite easily, even though we had to use
standard DOS ASCII characters to traverse the menus. We should add, however, that despite
its DOS look, the interface fronts a full 32-bit multitasking application.
All of the integration went very smoothly; however, we didn't actually see the software
installation. Thus, we gave the system an almost perfect installation rating (4.75).
DOCUMENTATION
The documentation was very good, especially the Technical Reference Manual. It included a
detailed table of contents, a glossary, a section of FAQs (Frequently Asked Questions), a
handy flowchart (for configuring and administering the IntegraX system), and several
appendices (one of which included a listing of system prompts).
The user's guide, though brief, described all the steps you would need to follow to
access the product's advanced features, such as call forwarding and message notification.
The user's guide also explained how to listen to and record messages from the GUI and the
TUI (telephone user interface).
The user's guide also listed the DTMF digit combinations you would need to traverse the
IVR/voice mail system, including the ones you would need to change your personal mailbox
options. One very nice touch was putting the entire mailbox tree (flowchart), including
the touch tone keys to traverse the menus, on the back of the manual for quick reference,
as well as easy photocopying.
FEATURES
The IntegraX integrates with practically all LANs, telephone systems, and the Internet,
and it is MAPI-, TAPI-, and IMAP4-compliant, which makes it easy to use with existing
networks. The system comes with ACD group mailboxes, call queuing, call screening, and
dial-by-name.
Also available, via the IntegraNet module, is Internet access to all your messages,
including voice mail, e-mail, and fax messages. This module utilizes Microsoft Outlook Web
Access, which converts your Exchange inbox into HTML format for viewing from any Internet
browser.
Some other features include:
- Audiotext.
- Fax-on-demand.
- Blind/supervised call transfers.
- Consolidation of fax, e-mail, and voice messages into one inbox.
- Access to messages via phone or PC.
- Text-to-speech conversion for phone access to e-mail and fax headers.
- Ability to send voice mail via the LAN or Internet using .WAV format.
- Caller-ID.
- Support for multiple means of data access, including ODBC, SQL, Access, DAO, and ADO.
OPERATIONAL TESTING
We were introduced to the Telekol system by a couple of Telekol representatives who
installed the system in our lab and integrated it with our Nortel switch. Then, the
Telekol representatives demonstrated a few of the product's features, including play and
record, fax retrieval, and voice mail forwarding. Also, they showed us a few system
administration tips.
In just a little over an hour, the system was completely configured to work with our
Nortel switch, which we thought was quick work. After the short demonstration, the Telekol
representatives left the system behind for our scrutiny.
Accessing Messages Via The Desktop
Messages stored in your Microsoft Exchange or Outlook inbox will display different icons
to indicate what type of message it is. For instance, a voice mail message will be flagged
with a phone icon; a fax message, with a fax icon. The icons would help you quickly
navigate your message store, and to select the ones you need to read.
All functions are controlled with intuitive icons and simple point-and-click menus.
Double-click on a voice mail message, and a voice player form pops up to allow you to play
the recorded voice mail. Incidentally, when you retrieve your messages from your PC, you
can have them played over your telephone or your PC's multimedia speakers.
Icons enable you to play, pause, stop, skip back, skip forward, rewind, and fast
forward messages. As you listen to a message, you can highlight the "From" field
and enter the name of the caller, as well as the subject of the message, to help organize
your calls for later reference.
You can also use the GUI interface to identify another mailbox extension or external
phone number to call when you are away from your desk or on the road. When you choose to
utilize your phone extension, the system will ring your phone before playing your
messages.
Accessing Messages Remotely
We dialed into the auto attendant, entered our access code and mailbox number, and played
back our voice mail messages, using touch-tone digits for fast-forward, rewind, save as
new, and other functions. This all worked flawlessly, so we moved on to a more interesting
form of message: e-mail.
How many times have been on the road, burdened by a bulky laptop, simply because you
needed to access your e-mail? And how many times did the laptop disappoint you? (Perhaps
you encountered technical difficulties, either with your hotel's PBX, the local ISP, or
the laptop itself.) Well, if you were to use Telekol's IntegraX system with the IntegraTTS
(Text-To-Speech) module, you would be able to leave your laptop at home. That is, you
would be able to read (or hear, rather) your e-mail over the telephone, as well as any fax
headers.
We sent ourselves a few e-mail messages, and then we dialed into the IntegraX's auto
attendant. After entering our access code, we were able to access our mailbox and listen
to our e-mail messages, as well as to the headers of our faxes, via the product's
text-to-speech capabilities, which were excellent. In all probability, Telekol's success
with these capabilities is due to its usage of the Lernhout
& Hauspie TTS engine.
Forwarding
One nice feature of the IntegraVM module (that is, the voice mail module) is that it can
automatically forward calls and messages to overhead pagers or off-site beepers and
phones, which means you will never miss an important communication again, no matter where
you are. You can also program your voice mail to automatically transfer to another voice
mailbox, such as an assistant's mailbox when you're unavailable.
We were particularly happy with the way IntegraVM's voice mail handles how you may
listen to your messages. IntegraVM offers you and your callers many options for listening
to and leaving messages. You can choose whether to listen to your e-mail, fax, or voice
mail messages first. Or, you can choose to listen to your messages in the order they were
received.
You can fast forward, rewind, and pause messages during playback as well as control the
playback volume of messages, a feature that is particularly useful if you're checking
messages from a noisy airport phone or the cellular phone in your car. Messages can be
marked "urgent" or "private" so that you will be notified of time- or
content-sensitive messages. Callers in a hurry to leave a message can override prompts and
greetings or reach a live operator at any time.
Handling Voice-Annotated Messages
Through the auto attendant, we were able to retrieve voice-annotated e-mail and fax
messages. We liked the way the IntegraX system handled the voice-annotated faxes. Not only
did it play the voice portion of the message, it also read the fax header portion of the
same message.
The system handled the voice-annotated e-mail equally well. Not only did the system
play the voice message (an attached .WAV file), it also converted the text of the e-mail
into speech and played it over the phone.
In our tests with voice-annotated messages, we also tried out the voice player form,
which let us include a voice-annotated message when we responded to or forwarded an
existing voice mail message, or when we initiated a new message. Not only could we send
voice mail messages to recipients on the same e-mail system, we could send them to e-mail
recipients on the Internet. Clicking the "To" and "Cc" buttons on the
voice player form brought up existing Address Books, which allowed us to select individual
voice mail, e-mail, and Internet recipients, and even broadcast our message to a group.
When it sends a message over the Internet, IntegraMail sends the message in .WAV
format, enabling the recipient to simply double-click and play the message using any
standard .WAV audio player. One thing we did notice with the voice player form was the
absence of the Bcc (blind carbon copy) field, which we feel is a feature the product
needs.
Recovering From A Power Failure
Ordinarily, we don't scrutinize products for how they react to power failures. However,
during our tests, we just happened to lose our power. While most of our office's computers
were connected to UPSs (uninterruptible power supplies), the Telekol system was not. Thus,
when our power failed, the Telekol system was immediately and unceremoniously shut off.
We didn't have anything open on the Telekol computer, except for the administration
console, so we were confident that it would start working again as soon as its power was
restored. However, when our power returned, we were unable to play a voice mail from
Microsoft Exchange over the telephone extension. After we double-clicked on the message,
and hit the play button, the extension (201) would ring. However, when we picked up, the
message wouldn't play. Then, after about 30 seconds, we received an error message.
We made a quick call to technical support. We learned that our NTL.CFG file, which has
special digital options for integrating with our Nortel Norstar switch, was corrupted. As
instructed, we removed the file, rebooted the server, and logged back on. The procedure
worked. Once we had implemented it, we were able to successfully play an Exchange message
over the phone. (Apparently, the NTL.CFG file recreates itself with the proper switch
settings after it is deleted.)
We commend Telekol's technical support for troubleshooting the problem so quickly. We
were up and running within 10 minutes of contacting the help desk. And yet, as relieved as
we were to have solved the problem so easily, we would encourage Telekol to provide some
sort of "safety net" to prevent the NTL.CFG file from being corrupted. For
example, Telekol could provide for an automatic backup of the file, or a checksum of the
file to ensure the file's validity.
ROOM FOR IMPROVEMENT
We have three suggestions, two of which, we hear, are already being implemented by
Telekol. The suggestions that Telekol has anticipated? Well, one pertains to IntegraX's
administrative screen, and one pertains to the product's voice mail form. The suggestion
that remains? Well, that involves the mechanics of accessing voice mail messages.
Administrative Screen
The administration screen is still a DOS-like interface (albeit a fully 32-bit application
unlike true DOS applications), thus we'd like to see a Windows version of their
administration software. The current version was adequate and certainly current users,
interconnects, or VARs who either use or sell Telekol systems will find the DOS-like
interface very familiar. However, we'd still like to see a Windows administration program,
but we were happy to hear that the next version will use a Windows interface to administer
the Telekol system.
Voice Mail Form
As mentioned previously, the Bcc (blind carbon copy) field is not integrated on the
Telekol voice-mail form, which is a certainly a feature that some users will want.
IntegraCall (call control application) was in beta when Telekol sent us their system,
which is a feature we would have liked to have seen working before re-testing their
product. However, by the time you read this, this feature should be available.
Accessing Voice Mail
We were told by Telekol that a voice message does not play automatically after
double-clicking on a voice message, since users may want to just change the subject of the
message for better organization. However, we would like to give the user the option of
having a voice message automatically play after double-clicking on it, since more often
than not, the user will want to play the message as opposed to change the subject.
CONCLUSION
The latest release of IntegraX definitely improves on the previous version. The most
notable improvement? Support for Windows NT. Incidentally, the product's architecture also
supports TAPI, CSTA, SMDI, ActiveX, and other standards.
Functionally, the new system is nearly complete with its unified messaging,
text-to-speech, and excellent auto attendant functionality. The only thing the system
lacks, from a functional point of view, is a GUI-based call control application. However,
such an application should be added to the product by the time you read this review.
As far as the administration system is concerned, we would have liked to have seen a
Windows-style interface, which would have made the system easier to manage. Nonetheless,
we did find our way around the existing GUI, which has a DOS look, even though it fronts a
32-bit application.
Telekol makes IntegraX available as a kit, as a turnkey solution, or as software only,
which should be convenient for VARs and interconnects. TMC Labs was very happy with the
robustness of the product and its pricing, which competitors will be hard-pressed to
match!
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