Detailed below are the key features and benefits:

• Dial Plan & Least Cost Routing
• Personnel Continuously Contactable
• Automatic Call Distribution (ACD) and Hunt Groups
• Automated Attendants & Operator
• Voice Mail
• Functionality-based Licensing

Dial Plan & Least Cost Routing

MX systems have an integrated and flexible dial planner that allows businesses to specify call routing based on the dialled patterns, calling extension and, for internet calls, available bandwidth.

Calls can be routed over internet or standard telephony interface such as PSTN / ISDN – or even routed via legacy PBX or PSTN line – especially useful if a business is tied into a long term lease contract.

Least cost routing for all calls – regardless of the user or location – takes place automatically and seamlessly: for each dial pattern on the simple and intuitive dial plan, businesses can specify the source of the call, the transformed pattern the primary route and alternative routes. Calls to the USA can be made via one service, calls to 0870 numbers another, and local and national calls a third – all automatically based on the number dialled.

In addition, the dial plan can be used for day to day niceties such as not having to enter an area code for local calls.
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Personnel Continuously Contactable

MX systems allow businesses to streamline the way they work by handling calls efficiently and in a way that is not possible with legacy systems (or other rival system).

Each user may have up to eight points of contact for incoming calls. If required, an incoming call can alert all the points of contact simultaneously, anywhere on the network.

Via a sophisticated user-based PC / Mac client interface tool (called MXIE), custom call handling rules can be created and applied to incoming and outgoing calls: calls can be routed depending on time of day, day of week, holiday, caller ID, presence, location – or a combination of each.
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Automatic Call Distribution (ACD) and Hunt Groups

Both the MX30 and MX250 systems provide multiple ACD and hunt groups. Users can be members of multiple ACD groups simultaneously, if desired, and will be aware of which group an incoming call is destined for.

Skills-based routing ensures that an incoming call can be directed to the most appropriate call handler by assigning different priority levels to users. This ensures that calls are handled appropriate and in the shortest possible time, that incoming call queues are managed effectively and that the call handling resources are efficiently and effectively used. Skill based routing promotes client satisfaction.

ACD / hunt group routing may be based on the called party number, or through an automated attendant or operator. Calls can be routed such that all phones in a group ring simultaneous, or via the least busy user or via a ‘round robin’.

Productivity is further enhanced by using the presence and instant messaging capabilities in MXIE: as an ACD group user answers a call, MXIE automatically changes the user’s presence and includes a wrap up state at the end of the call.
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Automated Attendants & Operator

Multiple automated attendants are available and each can have their own associated DDI.

Automated can be configured to provide different responses at different times during the day, on different days of the week and may be configured for emergencies or holidays.

Alternatively, if no automated attendants are active or if automated attendants are simply not required, calls are routed directly to an operator.
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Voice Mail

Voicemails are stored on the MX system but can be sent as attachments to emails and can be automatically archived if required.

Users can access, save, delete and forward their messages in the usual way via their phone but also via their PC. Listening to a call can be via the PC speaker or via the phone earpiece for privacy and so as not to disturb colleagues.
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Functionality-based Licensing

Both the MX30 and MX250 systems are license-based: this ensures that only those areas needed are paid for and that the system is expandable in capacity and function without purchasing additional hardware.

All licences are lifetime duration. No monthly or annual fees are applicable.

Functionality included by default
In addition to all standard call functionality below is a list of the functionality provided by default:

• Call detail Reports (CDR)
• Automatic Call Distribution (ACD) & Hunt Groups
• Voicemail
• Music on Hold
• Automated attendants
• Paging Groups
• Operator Groups
• Automated backup (e.g.: system configuration, voicemail, CDR)
• MX Admin (interface tool for system administrators)

Additional cost-based functionality licenses

• MX User (per user)
• MXIE (per user)
• Voicemail - allows voicemails to be sent as .WAV audio file attachments to emails and also enables TAPI integration to allow click-to-dial from Outlook (per user)
• Inbound Call Centre (ICC) - for the call queuing features etc. usually associated with call centre usage (per user)
• Call Recording - allows a call recording session to take place (per session)
• Archiving - this licence allows automatic archiving of calls that have been recorded, voicemails, instant messages etc.
• Fax Origination / Termination - allows users to send and receive faxes via, for example, MXIE or Outlook (per session)
• SIP Trunk Licence - permits telephone calls to be made via the internet via an ITSP SIP service (per session)
• MX250 Redundancy - allows all of the licensed functionality of your MX250 to automatically be transferred to a backup unit should the primary unit fail (per session)

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