Since its introduction as the industry’s first software-based phone system, Vertical TeleVantage has continued to set the standard with its robust feature set and future-proof architecture.

What’s New in TeleVantage?

Unprecedented Scalability and Freedom of ChoiceMore Powerful, Affordable Call Center
Enhanced User and Administrator Productivity

Scalability and Flexibility Through Open Systems

All too often, phone systems lock you in to a certain way of doing things. Proprietary phone systems limit your choices. You can’t add features or easily integrate with other systems. It’s common to outgrow the size or capabilities of a system and be faced with a "forklift" upgrade.

Vertical TeleVantage is different. It grows with you and safeguards your investment. TeleVantage is an open, feature-rich software-based phone system that runs on industry standard Intel™ Dialogic telephony hardware. TeleVantage provides unprecedented scalability and freedom of choice within your phone system.

Increased System ScalabilityTeleVantage scales from a small office of 4x8 up to 192 trunks and 480 stations. With support for the new Intel higher density station boards, you can connect up to 120 stations using a single server slot. You can easily grow your system as needed.

Use Virtually Any Phone – Analog, Digital, IP TeleVantage has always provided a wide range of standard analog handset choices. Now TeleVantage adds support for digital phones, letting you use your existing Avaya, NEC, Nortel, or Siemens handsets with the new Intel NetStructure PBX-IP Media Gateway. TeleVantage also supports ADSI feature phones from Cybiotronics and Aastra.

SMDR (Station Message Detail Reporting) ServiceGo beyond the TeleVantage built-in Call Log and Call Center Reporter by easily connecting a third party call accounting or billing application. The TeleVantage SMDR service provides third party applications real-time access to call details through your COM port, network or a text file.

Built-in IVR ToolkitThe built-in TeleVantage SDK provides a rich programming interface for developers to create custom add-ons or solutions. Now any application developer using Visual Basic or other Windows® development tools can develop rich voice processing applications such as touch-tone data retrieval without having to pay for a third party telephony toolkit. Prompt callers for customer IDs or order numbers, retrieve current status from external databases, and play back desired information. It has never been easier or more cost effective to create or add custom solutions to TeleVantage.

Advanced Call Center SupportWith TeleVantage, you can leverage your phone system investment and implement a powerful, affordable call center to drive revenues and deliver superior customer service. The optional TeleVantage Call Center gives you the tools to intelligently route calls to the right agent, track and report on call data, and effectively manage your operations. Here are a few of the new capabilities added to the TeleVantage Call Center:

Redirect Queue CallsCalls can be redirected based on current queue conditions. If there are too few agents or too many calls waiting, calls can be automatically transferred to voice mail, or another extension or queue. Redirecting calls can reduce your costs and let you more effectively handle your call volume, whether by playing a busy signal or a message to call back later, or by passing the workload to another group of agents, even in another location.

Coach And Monitor Agents From Any PhoneInitiate agent coaching or silent monitoring using the standard telephone interface. Supervisors who hear an agent in need of help can coach them by dialing a special feature code and the agent’s extension. This is particularly handy for supervisors who wander the floor with cordless phone and want to monitor the call center without being tied to a desk.

Comprehensive New ReportsUnderstanding your queue and agent performance is the best way to effectively manage a call center. The TeleVantage Reporter provides several reports including:

Activity History by Agent – shows an agent's activity history including how long the agent spent in each state for all the queues to which the agent belongs.
Activity History by Queue – same as Activity History by Agent but for all the agents in one queue.Call
Center Queue Information – shows queue configuration details, including a list of all agents and their permissions.
Call Log Report – shows detailed call log data for any user, queue or the entire system.
Data can be sorted and grouped by column such as account code, organization, caller ID, etc.

Easily Secure Your SystemFor advanced security measures, TeleVantage issues warnings to change default passwords after installation and can be configured to prevent easy-to-guess passwords, automatically expire passwords, and lockout accounts after X number of failed logins

Path Replacement Between ServersCalls transferred between servers and back again will more efficiently utilize VoIP resources by un-routing the original transfer instead of using a second connection.

Single Unified Workstation InstallerAll TeleVantage workstation applications can be installed at once using Microsoft™ Windows® Installer technology. The installer also supports automated unattended installs for easier deployment of workstation applications throughout an organization