Fast information access for callers

Comprehensive multilevel IVR for Cisco UCC solutions

Information at the touch of a button

Finding your way to the right person via the DTMF* or IVR** menu when a call comes in is usually not very popular, but it is necessary in order to guide customers to the right information efficiently and promptly. Therefore, two points are key: 1. the right concept, 2. the right technology to implement the concept. This is where the ProfIVR module comes into play: Simplicity and flexibility to implement any defined concept clearly and quickly. With loads of features, ProfIVR is more than just a multilevel IVR.

*) Dual-Tone Multi-Frequency Signalization
**) Interactive Voice Response

Callisto ProfIVR

Flexible, comprehensive and convenient to use

  • Overview
  • Features
  • Services
  • References

Highlights

Flexible menus

ProfIVR supports the creation of flexible menu structures with an infinite number of entries and levels. All with individual greetings and DTMF announcements as well as time control.

Including ACD

ProfIVR module includes its own ACD function with the possibility of flexible distribution of incoming calls to IVR numbers.

Including time control

During weekday absences or holidays, separate announcements and individual routings can be set for each particular IVR menu.

Routing options

During opening hours and absences, incoming calls can be routed to the individual IVR menus.

All features in detail

Features from A–Z Description
ACD (Automatic Call Distribution) ProfIVR includes its own ACD function with the possibility of flexible distribution of incoming calls to IVR numbers.
Agents Unlimited number of agents or queues within the IVR menus. Agents can work with the COC operator solution (recommended) or alone with Cisco phones, Jabber, or Webex clients. In addition, the ProfACD Viewer with extensive display options is available in all clients, as a Gadget, and on tablets or smartphones.
Auto-Attendant Extensive configuration options are available in ProfIVR and in interaction with the ProfACD module for call acceptance, announcement management, and call distribution.
Deployment The ProfIVR module can be optionally licensed and uploaded to the Callisto platform without service interruption. Delivered as an appliance image (OVA), the Callisto system can be installed on any virtual machine or physical server.
Evaluations Detailed evaluations for selected ProfIVR queues or agents are available in the ProfACD reports for authorized people.
Global number plan (E.164 support) E.164 numbers supported.
green-IT Lowest resource requirements in the industry with the highest performance: 2 to 8 CPUs, 2 to 6 GB RAM, 80 GB HD, up to 960 parallel calls per image.
High Availability Yes
IVR (Interactive Voice Response) ProfIVR is designed as a flexible multi-level IVR and supports an unlimited number of levels, agents, or queues. All menus are configurable with individual greetings and DTMF announcements as well as time control.
Operator solution for agents The Callisto agent solution COC, for efficient call handling, is recommended to support the agents.
Provisioning Manually or automatically from Cisco UCM through AXL or Microsoft AD, LDAP/OpenLDAP system, and CSV files. Web services (REST) supported.
Queues In combination with the ProfACD module, an unlimited number of queues can be reached, configured, and displayed.
Reliability Apart from the stability of the Callisto system as a whole, in case of ProfIVR failure, the agent can continue to handle the call with his phone or client as usual,  as a ring call is typically configured on the PBX when Callisto service is not available.
Reporting Detailed evaluations for queues or selected agents in ProfIVR are available in the ProfACD reports for authorized people.
Routing During opening hours and absences, incoming calls can be routed to the individual IVR menus.
Scalability Callisto ProfIVR supports an unlimited number of level selection, queues, and agents per Callisto instance and up to 960 parallel lines for calls to the IVR menus. In addition, independent ProfIVR instances can be set up on Callisto.
Security https, SIPS, password and PIN security, appliance security, integrated firewall
Time control The ProfIVR module has comprehensive time management to automate the processes in the IVR menus. There are no limits regarding time and process management during or outside business hours or during holidays or vacations.
Voice protocols and codecs  

We Support You in Every Situation

Sales Support

We support you in every step of the resale cycle. Depending on your Partner level, we will guide you through the sales process with your customer.

Installation and Configuration Support

We support you during the installation, configuration, and roll-out process for on-prem, managed service, or cloud projects. A satisfied partner and customer is our daily goal.

Operation and Maintenance Support

We pay attention to the highest quality and stability in each phase of our product development process. Our dedicated support team is immediately available according to defined SLA times if any incident still occurs. More…

Training

We train and support our partners and their customers to learn how to correctly install, manage and use our Callisto products. More…

Tailored Developments

Thanks to the unique Callisto “Open Applications Management” concept, partners and their customers can add customized and tailored applications to the system anytime during runtime with no service interruption. More…

Consulting

Our long-lasting expertise in UCC services and comprehensive industry know-how lead CTModule to deliver the best-in-class consultancy for your projects. More…

You Can Expect Only the Best – Because Quality Matters

Compatible

The Callisto appliance solution has been successfully tested and certified with Cisco UCM V12.5. In addition to that, the Callisto platform is compatible with all popular Cisco PBX systems (UCM, UCME, BE6k/7k, HCS, Webex).

Preferred Solution Partner

CTModule has been working with Cisco Systems since 2004 and is now one of the selected manufacturers worldwide with the Cisco Preferred Solution Partner status.

Swiss Made Software

Since 2007, the “swiss made software” label stands for Swiss values such as quality, reliability and precision - especially in software development. CTModule is one of the first members of this quality label.

Callisto ProfIVR – Your best choice

Powerful

ProfIVR includes extensive configuration options to quickly and efficiently configure any simple or complex call flow concept of the customer.

Flexible

The multiple options for configuring multi-level IVR menus, as well as the ease of administration, allow for both dynamic, time-controlled, and static, administrable flexibility.

Simple

With ProfIVR, you can easily and quickly configure multi-level IVR menus with individual announcements and time-controlled routing for any application.

Flexible from A to Z

The process for enabling customers to obtain the right information by phone quickly must first be conceptualized. Depending on the company and the industry, simple, complicated, or even complex structures or processes can be created. Implementing this variety of possible solutions requires the greatest possible flexibility in technology. This flexibility was the focus of the ProfIVR development:

  • Upstream ACD with any inbound numbers and routing options
  • Freely definable DTMF menus
  • Freely selectable greeting and DTMF announcement for each menu
  • Time control for each DTMF menu
  • Each DTMF menu item points to a submenu item or to any other routing

The call routing power pack

Flexible call routings are indispensable for the implementation of a call flow concept. Even here, ProfIVR offers more than usual: ACD numbers, registered times in time management, as well as the individual DTMF menu items can be routed as follows:

  • to any other DTMF menu
  • transfer to any phone number
  • blind transfer to any phone number
  • bridge to any phone number
  • start another Callisto application
  • to a ProfACD waiting loop
  • to a VoiceMail box number
  • end call
Test_Continue

How about starting a new application?

The ProfIVR power pack can do more than simply provide IVR flows and guide you through to the right contacts. ProfIVR can also start any Callisto application through ACD number, registered time in time management, or per DTMF menu item. Examples and ideas are for instance:

  • include another ProfACD instance
  • check and forward the caller number in a CRM
  • raise an alarm
  • query a database and trigger an action
  • release a micro-billing amount
  • read out a web page
  • etc.

Technology that inspires

  • Architecture
  • Requirements
  • Compatibility

Callisto architecture – The new simplicity

The Callisto platform provides the following features (without Modules and Applications):

  • all interfaces to the Cisco telephony infrastructure, provisioning (e.g., Kurmi), and 3rd party systems (e.g. (S)PMS, CRM, alarm systems, etc.)
  • Base infrastructure for import, configuration, and administration of modules, collections, and applications
  • Platform management for security, back-up/restore, update/upgrade process, licensing, log and troubleshooting capabilities
  • Dashboard and reporting
  • Single Sign-On (SSO) support
  • User and administrator management, rights management.

After licensing, modules, collections, or customized applications can be uploaded to the Callisto platform and configured in a simple and flexible way.
Callisto, with its available modules and applications, supports the following end devices and clients (depending on the use case):

  • Callisto web and telephone interface
  • Cisco endpoints (XML-enabled with push message support)
  • Cisco Jabber client with Callisto Gadgets (tabs)
  • Cisco Webex App
  • PC with Callisto operator solution and Callisto Gadgets
  • SmartPhones (iOS/Android) with Callisto Gadgets and native applications
  • Tablets (iOS/Android) with Callisto Gadgets and native applications
  • Legacy phones, DECT phones, WLAN phones according to manuals.

The Cisco PBX infrastructure (BExk, UCM, HCS) is connected to the Callisto platform via SIP trunk, AXL, and JTAPI (for COC switch solution) or SFTP (for CDRs).
Further Callisto interfaces are:

  • SIP, Secure SIP (UDP, TCP, TLS)
  • RTP, SRTP, T.38/G.711 (Softfax)
  • Cisco AXL
  • IP Socket connection
  • HTTP(S), (S)FTP
  • (S)LDAP (authentication, phone book)
  • ESPA 4.4.4 / X (Alarming)
  • REST (provisioning)
  • Application interfaces for various services or applications

The Unified Presence Server (CUPS) can be integrated as an external presence source.

Minimal requirements and resource-saving for green IT

The following requirements are needed for a proper use of the Callisto platform with the selected module(s):

Requirements Requisite/Description
Callisto Appliance (virtual Image, OVA)
  • One Callisto appliance for up to approx. 1000 parallel calls on the platform.
  • One platform is sufficient for an unlimited number of users and voicemail boxes
Virtual environment minimal: VMware ESX(i) 6.7
Callisto Appliance “Small”
  • up to 60 parallel calls
  • 2 GB RAM
  • 2 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
Callisto Appliance “Medium”
  • up to 240 parallel calls
  • 4 GB RAM
  • 4 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
Callisto Appliance “Large”
  • up to 240 parallel calls
  • 6 GB RAM
  • 8 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
  • max. 960 parallel calls per appliance
PBX (TVA/PBX) Cisco IP-PBX: CUCM, HCS, Webex (Unified CM), BExk, UCx00, UCME

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We are happy to assist you

Phone: +41 31 531 11 11
Email: sales@ctmodule.com