Howto:MidaVoiceAttendant - Mida Solutions - 3rd Party Product

Product Name

Mida Voice Attendant, product page

Certification Status

This product is being tested right now. The test is not yet completed.

Functions

Mida Voice Attendant is one product of the powerful Mida eFramework suite. Mida eFramework is an integrated software Framework that provides Value Added Services capable to enhance Telephone Voice Applications performances. The following Mida eFramework products that have been certified in the Innovaphone environment: Mida Billing, Mida VoiceAttendant, MidaRec, MidaQueueManager, MidaBilling Please refer on the related Wiky article for more information on the other products.

Mida Voice Attendant is an automated attendant solution that allows callers to be automatically transferred to specific extensions without any manual operation. It uses flexible and configurable IVR interface and a powerful Voice Recognition tool for the recognition of the name or of the office the caller is looking for.

As a summary, the Application performs as following. During working hours, the system automatically answers the call, asking the needed information to forward the call to the final destination. The system may recognize the called extension both via DTMF and via Voice Recognition. The system uses a powerful market leader Voice Recognition engine, available in many European languages. During Out of Service Time, the system gives an automatic answer to the caller, after that performing in different ways depending on its configuration. Example of different behaviors may be:

• Hang-up with message
• Call Forward to external Number
• Call Forward to Voice Mail

Version

1.2.3

Vendor

http://www.midasolutions.com

Description

Mida Voice Attendant is an automated attendant solution that works in SIP VoIP environments, triggering different actions depending from time schedule. All different behaviors are configurable depending to customer needs.

During working time, the system gives a welcome message and, after that, asks for the identifier (name or office, for example) of the person the calling is looking for. Thanks to this information the phone call is forwarded to the destination number while a courtesy message is sent to the caller. Depending on configuration, different actions may be put in place in case the called number is busy or not answering: message back to the caller, call transfer to Voice Mail or to a different number, activate a specific queue waiting for called number availability, while an information message is sent back to the caller.

Out of working time, the system send a message to the caller related to the working status, and triggers one of the following behaviors, depending on configuration:

• Courtesy message and hang up
• Call transfer to an external number
• Call Transfer to Voice Mail

Easy to use WEB interface is available for configuration and management of the system; powerful statistics to check system behavior are available in automatic way. Main capabilities of WEB configuration interface are:

• Modify default messages provided with the Voice Attendant product with custom messages according to customers needs
• Modify working time parameters
• Keep simple directory lists, without being experts of Voice Recognition Tools Grammatik

Competitive Analysis

Mida Voice Attendand is a unique solution for enabling Automatic Voice Recognition. Main focus of our solution is:

• Quality: Loquendo engine is used, market leader in voice technology
• Reliability: each call is answered and is managed according to the configured path
• Customizations: Mida is available to work with the customer and find the best solution for its business
• Easy to use: no training nor difficult configuration, the system automaticaly generates its wording data base
• Best customer management, by using customized voice messages both in answering and in transferring phases

Contact

Marco Cortese
Mida Solutions
via Vigonovese, 115
35127, Padova
Tel:	+39 049 762 9752
Fax:	+39 049 870 8721
Mail:	marco.cortese@midasolutions.com