For several years now, TMC Labs has followed the progression of unified messaging
technology. During that time, we have also noticed the progression of Telekol’s
IntegraX product line. We reviewed their last version of IntegraX a year ago. Now, we
revisit this product to examine the newest features available, which include a
speech-driven auto-attendant and multilingual text-to-speech (eight languages supported),
desktop call control functionality with support for TAPI 2.1, unified messaging for Lotus
Notes in addition to Microsoft Exchange, and remote access to the system via the Internet.
Other features such as call routing capabilities are also included in this system, making
IntegraX more than just a unified messaging system. For these reasons, Telekol (recently
acquired by Nokia) considers IntegraX an intelligent communications solution, not just a
unified messaging system.
INSTALLATION
Representatives from Telekol came to our labs to show us the new version of
IntegraX. They brought an NT Server that was preloaded with almost all of the hardware and
software modules. They also had already installed all of the components of Cisco’s
voice/data switch, and we set up four Cisco IP phones to work with it. While this would
not exactly qualify as a real-world setup, we ascertained how a phone system and IntegraX
would operate together. The setup seemed straightforward and rather easy to implement.
Most of the time, Telekol customizes the configuration settings. Initially, all that
you need to do is ensure that all the settings are accurate. This can be done by viewing
IntegraX’s License and Configuration Manager or the IntegraX Console. The console
looks like DOS, but actually is a 32-bit NT-based interface. Unlike the Configuration
Manager, which limits the changes and additions that can be made, you can configure most
settings through this text-based console. Some of the main capabilities of this console
are changing configuration or port settings, adding or editing mailboxes, and creating
reports. Both interfaces are easy to navigate, but as Windows-based interfaces become
prevalent even among MIS administrators, a textual interface may feel outdated. Therefore,
the Windows-based interface is preferable.
DOCUMENTATION
Telekol’s printed documentation is well-organized and consists of a technical
reference manual, a mailbox owner’s guide, switch integration notes, and release
notes for version 6.2. Although the bulky technical reference manual we received is a
draft, the information is detailed, the table of contents and index help you find what you
want to know, and the screenshots and tables are useful. You can also access this
information via CD-ROM.
The help file consists of a user’s guide that is similar to the printed mailbox
owner’s guide. In this file, you can access any user’s information you might
need. Unfortunately, Telekol’s GUI is not context sensitive, so these help files need
to be accessed separately. Of course, both Microsoft Outlook and Lotus Notes have help
files so that you can receive information about their specific programs.
FEATURES
IntegraX consists of many modules that make up the complete system. Instead of itemizing
all the modules, we will list the system’s main features:
- Stores fax, voice, and e-mail in one inbox (either a Microsoft Exchange or Lotus Notes
server), making it a true unified messaging system based on the Windows NT platform.
- Receives and sends messages, answers and routes incoming calls, provides message
management, ACD group mailboxes, and audiotext announcements.
- Provides desktop call control, which uses caller ID and allows you to answer, transfer,
hold, or send calls to voice mail.
- Provides speech recognition (Lernout & Hauspie engine) in addition to using DTMF
keys for use with an auto-attendant and has text-to-speech with automatic language-sensing
capabilities.
- Can access and manage all your messages from any Internet browser.
- Works in conjunction with most switches.
OPERATIONAL TESTING
We first wanted to see whether or not IntegraX was a true unified messaging system. By
simply opening a mailbox that we had set up for Microsoft Outlook, we quickly found the
answer. We were able to send and view fax and e-mail messages and listen to voice mail
messages, all from Outlook. When we opened a voice mail message, we could play it right
from the desktop. We opened Lotus Notes and performed similar tests with an equal degree
of success. From these tests, we concluded that IntegraX was indeed a true unified
messaging system — one of the few currently available in this market.
One of the most valuable additions to this version of IntegraX is the integration of
speech recognition. You can just say the name or department you want, and you can be
relatively sure that the call will be routed to the appropriate place. We tested the
speech recognition auto-attendant and found that most of the time it recognized the name
we asked for, though we sometimes had to repeat ourselves.
Occasionally, the auto-attendant could not understand us, so it routed our call to the
operator. Very rarely (but notably), the attendant transferred a call to the wrong
extension. When we purposely botched the name of the person we wanted to reach, the
attendant often understood us well enough to determine the correct name. While routing
external calls to the appropriate person is its primary function, you can also reach other
parties within your own company by accessing the voice recognition auto-attendant,
eliminating the need for a list of employees’ extension numbers at every desk.
To test the barge-in feature, we called Telekol’s system via an outside analog
phone. By doing this, we found that the barge-in capability using speech worked very well.
Only occasionally, did we receive interference from background noise sufficient to confuse
the auto-attendant. Of course, barge-in using DTMF keys remains an option.
Another feature is Telekol’s text-to-speech functionality, which speaks the names
or departments not already recorded. This would mostly be useful for new employees who
have not yet recorded their names. Even more impressive is IntegraX’s ability to read
e-mail messages through text-to-speech when remotely accessing the system. Prompts can
also be created via text-to-speech or they can be prerecorded.
IntegraAssistant allows you to change the settings of your mailbox. You can choose to
play back your messages from either your telephone or your speakers, change your password,
and use the do not disturb option, in addition to other mailbox options. It also allows
you to forward calls, record greetings, and to choose the text-to-speech languages you
want available on your mailbox. In addition, if you desire, a “find me” feature
allows you to specify where you are so that you can be notified of incoming calls or
e-mails when you are out of the office.
When someone calls your extension, the desktop call control GUI appears on your screen.
This GUI allows you to answer, transfer, record, and hold calls. It sends calls to voice
mail, and performs other telephony capabilities. The contact information also pops up (via
TAPI), using caller ID for identification, and shows you any other information available
from your contact database. We tested these features and found that all of these
capabilities worked well.
Finally, we looked at the Web-based GUI, which allows users to remotely access their
e-mail, voice mail, and fax messages. All that you have to do is open any Web browser and
log into the system. When we did this, we were able to access the same information that we
would have viewed in Microsoft Outlook in our office.
ROOM FOR IMPROVEMENT
Telekol continues to improve the IntegraX system, particularly with the addition of
Windows-based and Web-based GUIs, speech recognition, and desktop call control. However,
we do have suggestions to improve on many of these features. The Windows-based GUI needs
to include more right-click functionality. This would allow you to access the GUI’s
features more easily. Also, even though the console is not too difficult to use, we think
that all of these configuration settings should be available for the Windows-based GUI or
even accessed through the Web by the system administrator. If some users prefer the
textual interface, Telekol could always make it available to them. As for the desktop call
control functionality, it should include the ability to conference calls via the GUI.
CONCLUSION
We must credit Telekol’s ability to keep up with quick technological growth in
communications (for the most part), and more specifically, in the unified messaging field.
Telekol does a nice job of providing fax messages, voice mail, and e-mail all from one
location. The latest features are impressive, and we expect more quality additions and
improvements in future versions of IntegraX. |
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