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MarkRussell

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Blog Entries posted by MarkRussell

  1. MarkRussell

    Call Parking / Open Hold

    By MarkRussell,


    General
    A common feature request I have had over the years is a Call Park feature, and the usual stock reply to Can Swyx Do..... is NO! but...... of course this is software and anything is possible. I have seen a number of ways of implementing a call park feature some really clever ones that use the conference bridge facility in Swyx to some not so clever ones using analog adaptors to have live logged on extensions which are used to pick up from... sudu call park.
     
    Before I saw the conference room version written by Tom I had a go myself and came up with this solution a couple of years ago and put it online. Recently a couple of requests came in for the source code so I thought I would upload it here.
     
    This is another illustration of how different solutions to problems can be developed with Swyx, there is no right or wrong way, they either work or don't.
     
     
    So next time someone asks if "Swyx can do .........  ?",  reply  "No it can't, but you can"  🙂
     
     
     
     
    Call Park.zip
     
     
  2. MarkRussell
    I recently had a request to have all phones ring in visual groups rather than a single phone. Well I have a work around to do this. While it’s not overly complicated it does require just a little work. I should point out here of course that this is not best practice as having all phones ring in a call queue/acd/contact centre, call it what you will, is not a good idea. This goes against eveything that improves efficency, but as usual there are some end users that will not listen to reason so :-


     
    In Swyx Admin you need to create a group that duplicates the member of the Visual Group Queue. Give this group a number and make it a parallel group.

    It may be possible to automate this but it will require a little more work and some PowerShell scripting / CDS API work, and for the minor benefit automation would give the cost may not be worth it.

     
    Modify the ECR for the call routing user that is the Visual Group.
    In this script you will see a connect to block

     
    Edit the properties of this block so the connect to number which is currently set as (=globphon) change this to the group number, then all the phones in the group will ring.


     
    In the brief tests I carried out I have not seen any issues, the wallboard continued to work as expected, even the reports worked as long as the call was answered with SwyxIT! But this could do with some more testing to confirm there are no hidden consequences.



    Hopefully proof again that with Swyx, the answer is always yes 😊
  3. MarkRussell
    When it comes to setting up a script for a customer, when and how do the recordings get made ?
     
    Personally I have no problem using my voice, I was a DJ for 20 years and been in telecoms for nearly 40 years the first 15 years being a service engineer for telephone answering machines. So I have got used to listening to myself.
     
    But .... judging by the response I get from engineers on my training courses, when I get them to write a script which includes a recording.  9 times out of 10 they opt out in favour of the reliable standby," beep.wav"
     
    So the solution is fairly easy, use an online text2speech web site (a lot of these have charges to download the result, but as engineers I doubt its beyond anyones ability to record from the screen.... not that I would condone such deceptive acts). For the financially challenged, which I guess means anyone not in sales, there are some free options like google translate that do a reasonable job.
     
    The advantage of being an Apple User, thing are a little easier, for my autovoicemail project that has multi-language voice mail messages that change dependant on status text, presence and outlook, I used Apples built in text to speech engine to create over 100 wav files in less time than it took me to write this blog. (You can find a video demo of tha project on my youtube channel http://bit.ly/2ouIytz )
     
    For fellow mac users I attach a small app, written using automator, to let you save a WAV file to the desktop from any text typed into the dialog. A choice of female or male is also available. Modifing the script to handle other languages should be a simple as changing the voice names in the first bloct of the script.
    Text2WavFile.zip
  5. MarkRussell
    When demonstrating to a new customer I always state the fact that SwyxIt is the best softphone in the world, then go on to demonstrate This is one way to actually make competetive products look incredibly inferior. For example the following are all working Swyx Skins.
     
    But we should not simply replicate another manufacturers look and design, we should make something that delivers something that solves a "point of pain" for the customer. In other words a solution.
     
    If you can do this, why would the end user even look at other system?. I even had one skin that had Skype (the personal one not SfB) embeded into the skin as a web extension.
     
    And when you come up with an idea for a great skin why not share it on the forums. Just make sure you are not using any copyright (which is why I will not add these ones).
     
     

     
     

  6. MarkRussell

    Buzz Words

    By MarkRussell,

    Don't you hate buzz words ? If you don't you should. Many years ago in one of my all time favourite quotes Larry Ellison said " "The computer industry is the only industry that is more fashion-driven than women’s fashion." in reference to Cloud Computing. He wasn't trying to say Cloud didnt exsist or wasn't important as many of his critics have gone on to say, he was trying to say its a Buzz word that actually adds no value to the description of what we do.
     
    So to the world of telecoms. The original cloud product, from the days of the invention of Strowger Telephone Exhanages.
     
    When Swyx started it was sold as a Soft PBX, and rumour has it that is the source ot the name. SoftWare eXchange with the Y actually being the symbol for a simple network. So to all intense and purposes a Soft phone system, and while techology has advanced over the last 20 years, and things are possible today that were only imagined 20 years ago. The core function of the software remains unchanged.. Except we now call it UC, or UC&C, or UCC&C or SaaS or Cloud or..... get the picture.
     
    Those most successfull in selling Swyx don't sell Swyx. They sell a Solution. This is why, to rehash one of the old marking phrases Swyx is "The last telephone system you'll ever need"
     
    So forget about the buzz word of the moment and get to know the product. With the right understanding of the software , the customers business and some latteral thinking "ANYTHING IS POSSIBLE"
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