CISCO SOLUTIONS PLUS – PRODUCT DATA SHEET

ARC ENTERPRISE - XML Whisper/Page

Arc Enterprise Attendant Console v4.1 includes an additional feature license available via the Cisco Solutions Plus program. XML Whisper/Page is a further enhancement to a traditional legacy PBX feature, barge in. XML Whisper/Page is orderable in increments from 100 to a maximum of 2200 users.

With XML Whisper Page, the Operator is able send messages directly from the Attendant Console to a user’s XML compliant Cisco phone. The messages have two distinct contexts: “Page with call” or “Page without call”

The IP Phone recipient(s) of the page then have the ability to make decisions on how to route the call (if relevant) or simply to reply to the message that has been sent

This feature was originally designed by Arc to replace legacy PBX Operator barge-in and paging capability. However, by combining the features of traditional Operator barge-in with the flexibility of Cisco’s XML display phones (any idea what models are supported? It would be good to be specific), we have enhanced the Arc Operator console to become fully interactive with the telephone devices.

Page with Call

If the Arc Operator needs to send a call to an extension, the Operator can elect to “page” the target extension. The extension will receive a message on the XML Phone display, and a tone will be played via the handset/headset – whether the phone is on or off hook.

The target extension (phone user) then has the ability to make the decision on how to handle the call. This feature is extremely useful as only the target extension can make the decision on the state of their currentcall, and therefore on how to handle the second call received with the page. The options presented to the target extension are as follows:

  • TAKE – This will put the current call on hold and transfer the second call to the target extension
  • QUEUE – This will “Camp” the call onto the target extension handset. Once the target extension ends the first call, the second (“Camped-on”) call will be transferred through
  • SEND to VM – This will automatically send the second call straight to the target extension voicemail box
  • FORWARD – The target extension can specify another XML enabled IP Phone to send the message (and therefore the call) to. The new recipient of the message has the same 4 options to route the call

This feature has a large benefit to the Arc Enterprise Operator, as this feature empowers the recipient to make the best judgement on how to route the call. The added advantage is that the Operator does not retain ownership of the call “trying to find a free person to take the call”. This in turn decreases the Operator call handling times.

Page without Call

There are often occasions when the Operator needs to get a message to either an individual or a group of people.

The “page without call” feature allows the Operator to send text based messages to XML Enabled IP Phones. An example of this message is if the Operator sends a message to an individual saying “There is a parcel for you in reception”, or if the Operator sends a message to a group of people (Group Page) saying “VIP in the building – please be aware”. Note this feature will also work without a call.

When a page without call is sent, the target recipient(s) will receive 4 options on how they wish to handle this message:

  • REPLY – select from the pre-configured text responses
  • TEXT – type a “free-format” text reponse
  • FORWARD – forward the message to another XML Enabled IP Phone
  • DISMISS – removes the message currently being displayed

The “Page without call” feature can be used as an advanced “Tannoy” style system for making announcements to either individuals or groups of people

Features of XML Whisper Page

  • Ability to send text-based messages to XML Enabled IP Phones
  • Simulates Call Barge functionality, leveraging the enhanced technology available with Cisco CallManager
  • “Page with call” or “Page without call” functionality
  • Ability to page to an Individual, or a Group (Group Page)
  • End-User is empowered with the call control options for the call associated to the paged message
  • Lower call handling times – the Operator does not need to “broker” the call, the end-user makes the routing decision
  • Tone is played to end-user(s) when the page is received
  • Operator has the option to “park” the call or not when sending the message – depending on the importance of the call
  • MWI notification on the end-user handset if there is a “Queued” call
  • New “Recall Timers” available to revert ignored/missed page messages back to the Arc Operator

Technical Details

  • Supports up to 2200 page-capable devices per Arc Server
  • Support all XML Enabled Cisco IP Phone handsets: 7940/41, 7960/61, 7970/71, 7912
  • The XML Whisper license is applied to the server component of Arc Enterprise 4.1 or above, enabling all Arc Enterprise client users to page all licensed phones.

Primary Features & Benefits

Feature / Benefit
The Operator is able to announce that a second call is waiting for a user by sending an XML message directly to the user’s phone. While the user will be aware that the second call is waiting, the user’s conversation will not be abruptly interrupted (as occurs on a normal PBX) and the user is in control of both calls. / Improves Operator’s efficiency and control. The Operator is able to perform tasks quicker and provide the caller with a better experience.
The user is not abruptly interrupted, however they are notified of the 2nd call and the user can decide to take action immediately if warranted or chose to
The user is able to decide what to do with the second call and action this immediately from the XML phone. / This empowers the users and allows the user to ensure that the second call is managed correctly.
The call will recall to the Operator if it is not ‘actioned’ by the user / Calls will not get ‘lost’ as they will recall to the Operator if not dealt with by the user.
The Operator is able to page to groups of users. – the Operator can also send a page that requires a reply. / This enables the Operator to quickly and efficiently distribute information to groups within the business
The Operator is able to send and queue multiple messages to a user – even prioritise important messages. / This allows important messages to get through more quickly when and where appropriate

Availability

Arc Enterprise is available as the following items on the Cisco price list:

Order Code / Product Description / Comments
SP-ARC-ENP-ATT-CON / Arc Enterprise Client License
(Description is called “SolutionsPlus ARC Enterprise PC Attendant Console” on the Cisco Price List) / Up to 100 per system
SP-ARC-ENP-WL100 / XML phone feature license for 100 compatible Cisco phones (Description is “SolutionsPlus ARC Enterprise Whisper License for 100 users” on the Cisco Price List) / Up to a total of 2200 phones supported when used in conjunction with 1000 phone license.
See Arc Enterprise Whisper Page data sheet.
XML Whisper/Page can be ordered initially with the Arc Enterprise Attendant Console or can be ordered as spares after installation.
SP-ARC-ENP-WL1000 / XML phone feature license for 1000 compatible Cisco IP phones (Description is “SolutionsPlus ARC Enterprise Whisper License for 1000 users” on the Cisco Price List / Up to a total of 2200 phones supported when used in conjunction with 100 phone license.
See Arc Enterprise Whisper Page data sheet.
XML Whisper/Page can be ordered initially with the Arc Enterprise Attendant Console or can be ordered as spares after installation.