Value-Added Applications for Telephone Systems

The following value-added services add functionality to telephone systems. Unified Communications (UC) adds efficiency by combining voicemail, e-mail, instant messaging, audio and desktop video conferencing, and presence to a single mailbox. Contact centers manage large numbers of incoming and outgoing telephone calls, faxes, and e-mail messages. Voice response units enable callers to enter and access computer information. UC applications are available on IP-wired phones as well as mobile devices.

Integrating Conferencing, Voicemail, Instant Messaging, and E-Mail through UC

UC systems are optional features of voicemail systems. They provide the capability to retrieve e-mail and voicemail messages from a single device such as a PC or a touch-tone telephone. Additionally, they contain presence indicators that show the availability of people in their group. Figure 2-8 depicts a UC inbox that is part of Microsoft Lync. Many UC systems offer audio and video conferencing capability from users’ computers.