Value Presence & Call Control

Introduction

The use of presence-based applications is gaining momentum. iQ's software solutions deliver real-time aggregated presence information combined with third-party call control providing employees with instant access to others across the enterprise.

What is Presence?

Presence means the ability to know where people are, what devices can be used to communicate with them, and the real-time status of those devices at that moment in time. This can include on and off-hook status, connected and who they are conneted too, if available or away from their computer etc. This collected information is dynamicaly stored and updated in a real-time state engine, and made available to all users on the network.

What is Call Control?

Call Control means the ability to control (through the use of software) the operation of a communication device (answer, hang-up, dial, hold, transfer, conference, etc.). With the knowledge of presence and availability, a user could initiate a call to the intended party by pressing a command key or through spoken commands if voice recognition has been deployed.

iQ's Value Proposition

With the "Knowledge of Presence," and the ability to enhance this capability with built-in Call Control, a universe of opportunities exists. Applications can be created to automatically determine which method should be used to contact the desired party and relay this to the person(s) needing to know or, without human intervention take action based on this information. A few examples include:

Security personnel can reset a device and monitor activity through a device's speakerphone
A corporate directory can be quickly augmented with Presence and call control.
Contact centers can "see" the real-time state of a home-based worker's telephone and redirect calls based on this knowledge. This is very valuable where workers do not have a business line at their home and depend on a residential number to perform their tasks.
The health care industry can make use of this technology to better identify to others, the immediate whereabouts of a technician, nurse or physician.
Executive services could provide a level of coverage and call routing never before available. By creating "virtual" executive suites, entrepreneurs can offer their clients a very personalized secretarial-like product without the use or need for office space.
Individual wireless devices can be monitored so that in the event the device is lost or stolen, the screen will display a notice indicating such and immediately shut down the device making it useless to anyone.

Organization of all sizes can make use of this Presence and Control technology simply by adding iQ's VistaPoint Presence and Control Engine into their existing communications infrastructure. Once installed organizations will have available to them, a software platform that will support the convergence of TDM, IP and wireless devices across the entire enterprise. By incorporating Instant Messaging and collaboration products, organizations can begin to offer productivity-based solutions to their mobile work force.

Where is this Technology Needed Today?
iQ NetSolutions believes that the use of this technology will greatly enhance the ability of organizations to locate and identify the availability of their employees regardless of the physical location or device being used. These benefits also include:

Providing corporate operators with a visual display (on their PC screen) of the real-time status of the employee's communication device(s).
Providing organizations with the ability to integrate Instant Messaging services with real-time availability of employees to receive IMs while unit is idle or busy (in-use) on a telephone voice call.
Supporting real-time locators with the ability to identify the device's location using WAP services. For example, employee has turned on their cell phone and available to take calls.
Provide first and/or third-party call control and visual display of active calls to support wireless attendant consoles w/BLF and Call Activity list.
Provide mobile "wireless" users the ability to remotely configure their desktop extension so that calls can be forwarded on the fly or based on rules and availability.
Allow for integration of CRM applications with presence and call control
Notify remote user of any missed calls at their primary extension.
Enhanced wireless device functionality such as:
Remotely change office extension forwarding parameters
Monitor the state of any telephony device
Answer, hold, unhold, transfer and setup conference calls
Send instant messages (IMs)
View missed calls list
Modify their personal Status Note

Conclusion

iQ NetSolutions is on the forefront of delivering enterprise presence and call control solutions by providing a highly scalable software platform upon which integrated communication services can be built. iQ NetSolutions uniquely enables enterprises to maximize their investments in traditional voice networks while integrating new and emerging technologies with productivity enhancing applications.

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