ProCall DataCenter service specifications

Answer, hang up, reject, toggle, consultation, conference, call forwarding (internal, external, all, by time), call protection, multi-frequency dialing (DTMF), call forwarding (before call pickup, during call), call pickup, keypad (dial pad), call number suppression
Windows client: project identification numbers (PIN), feature code dialing

Convenience features in telephony (depending on the telephone system and TAPI driver); *

Number resolution

Resolve contact data on incoming/outgoing call

Hotkey selection

Start call, answer call, hang up, start contact search

Click-to-call/Click2Dial

Support for URI links embedded in web pages (tel://, phone://)

Remote Office

Integration of any phone numbers (fixed network, mobile) as extension of the PBX system

Windows client: Redial list

List with the ten last dialed phone numbers (list box)

Windows client: Note on contact/call

Note area with project, private identification, call number suppression

Windows client: Automatic redial on busy

Adjustable: number of attempts, pause between attempts

Windows client:  Partner bar/Busy lamp field (Monitor)

Freely or centrally configurable, dockable or freestanding window, status display of groups/participants/lines, transfer of contacts to the monitor (via drag & drop), individual speed dial keys, speed dial from the monitor, Click2Email from the monitor, positions a window reduced to contacts at the edge of the screen, which can also always be kept in the foreground. All users can get all other users pre-configured in the partner bar.

Windows client: Activate/deactivate call forwarding based on an event

Events can be: after/at logon/logoff in client, At appointment (busy/absent), Call state (incoming/outgoing/end of call/accepting call), Change of remote station, After 1-120 minutes of idle time, At inactive workstation.

Windows client: Sending e-mails/SMS for calls in absence

Information about missed calls as e-mail/SMS per user and their lines

Windows client: Record calls

Controls the call recording of an external recording device/system

Windows client: Team function

Groups in the occupation lamp field

Windows client: Client function

Display of called contact

Windows client: Assignment of calls to project identification numbers (PIN)

Grouping of calls according to project identification numbers (PIN)

Windows client: Call scheduling

Opens a call window with the desired contact without automatically executing the call, Automatic resubmission of calls with note option, Automatic assignment of phone calls for colleagues with note option, Automatic monitoring of call scheduling also for colleagues.

Windows client: Automatic redial

Repeats the call again

Windows client: ACD agent control

Conference call

CTI convenience features

Reverse search

Windows client: Busylight ssupport

Link do not disturb with presence status "Do not disturb"

Reject calls when busy/Busy on Busy

Schedule calls

Windows client: Connection duration display

During the call and in the journal

Manage lines 

Set default line

Rename lines

Preventing telephone calls via TAPI lines

It is possible to use TAPI purely as a control line for call forwarding, etc. and to restrict telephony on these lines.

Windows/iOS/Android client: SIP compatible softphone with call answer, hang up, reject, toggle, consultation, conference, call forwarding (internal, external, all, by time), call protection, multi-frequency dialing (DTMF), call forwarding (before call answer, during call), call pickup, keypad (dial pad), caller ID suppression Windows client: project identification numbers (PIN), feature code dialing

Comfort features in telephony (depending on the telephone system);

For further details please refer to Overview SIP telephone systems for ProCall softphone – compatibility list

Softphone functions via SIP subscriber registration (SIP extension)

Compatible SIP PBX requirement
available for selected telephone systems  

HD Voice/HD telephony support

HD Voice Codecs Opus and G.722 for SIP Softphone functionality towards PBX or terminals on PBX

Note that for HD Voice, the entire chain of participating components (terminals, PBX, trunk, etc.) must support the Codec G.722 (or Opus) codec.

Windows/iOS/Android client: Audio/video chat start/end

Audio/video communication between two (2) ProCall Enterprise users

Video conferencing (online meetings) with multiple participants

Add-on necessary (optional):
for up to 50 participants via ProCall Meetings with ProCall Enterprise integration

Windows client: Grant/request screen sharing

Present screen content between two (2) participants in video chat

Windows client: Screen sharing with "Allow control"

Present screen content to another participant in the video chat and allow them to make changes to their own screen content

Windows client: Multiple screens

When using multiple screens (monitors), the corresponding desired one can be selected for screen sharing

Missed call notification

Display in "speech bubble"

Notification about missed audio/video chats

Display in "speech bubble"

Notification about new chat messages

Display in "speech bubble"

Notification about unread e-mails

Display in "speech bubble"

Notification about upcoming appointments

Display in "speech bubble"

Notification of scheduled calls

Display in "speech bubble"

Notification of new contact requests/authorization requests

Display in "speech bubble"

Notification of fax messages

Display in "speech bubble"

Info about status change

With the appropriate authorization, information can be provided when a contact is available again after an absence, logs off, or a call is to be placed

Call window/communication window

Pop-up for incoming calls/video chats

Contact portal for the website

Integration of audio/video chat on the website with selected ProCall users

Multimedia business card

Contact details of selected ProCall users

Audio/video chat/LiveChat

Audio/video chat with ProCall users via the contact portal and the multimedia business card in the browser

Contact details, presence status and photo of ProCall users with action areas

Information about contact details, presence status with photo of ProCall users

Windows client: CTI control/display of phone calls

The mobile phone is treated like a phone line in the ProCall client

Windows client: Making phone calls on the PC via the mobile phone (cf. handsfree)

Windows multimedia devices, e.g. USB headsets, are used for phone calls on mobile phones

Windows client: Mobile phone contacts as another data source for search

Search is extended to the contacts stored in the mobile phone

Windows client: Mobile phone journal integration

Mobile phone journal is integrated into ProCall client

Windows/iOS/Android client: Sending SMS messages

Use of an SMS provider to send SMS messages to contacts with SMS-enabled phone numbers

SMS provider configuration

SMS provider setup option

Windows/iOS/Android client: Parameterized search

Restriction/extension of search to specific data fields, e.g. surname, first name, city, or individual data fields

Windows client: Sorting the search results

Sorting search results by data fields

Windows client: Sequence in which the data sources are searched/displayed

Data sources can be searched in a specific order

Windows/iOS/Android/macOS client: (Individual) actions on data fields

Actions can be performed with the data fields. Individual actions can also be defined for individual data fields

Windows client: Contacts and phone lines as quick dial elements

Deposit of contact cards of the line keys for the most frequently used calls

Windows client: Grouping

Order of contact cards and line keys in groups with free names

Journal, telephony history

In the journal all calls are stored on the server side, extended journal browser for team journal, display of call notes, marking of forwarded/called calls, special handling of private calls, recording of project codes

Team journal

Depending on granted permissions

Windows client: Journal filter functions

All outgoing/incoming/internal/external/answered/unanswered calls, by time (1/7/31 days, period).

Windows/iOS/Android/macOS client: Journal entry information

Contact, type, phone number, duration, time/date, talked to, project, line (extension), line name, forwarded from, address (MSN)

Windows client: Contact related journal

Filtering of journal entries by a specific contact

Windows client: Group journal + team function (leader)

Display of call notes, summary of journal entries of all group participants

Journal storage

Archiving the chat history in the journal

Mobile phone journal integration

Mobile phone journal is integrated in ProCall client

Windows client: Display of presence in a workgroup program

Display of contacts is extended in the workgroup program by the current presence status

Windows client: Different presence states for contacts

Available, busy (phone/calendar), absent, inactive, do not disturb, unknown

Windows/iOS/Android/macOS client: Additions to presence states for contacts.

Note stored, permission restricted, observation active, user logged in/out

Windows/iOS/Android/macOS client: presence states for phone lines

Free, in call (internal/external), incoming call, fault, call forwarding active, call protection

Windows client: Accessible at the workplace or mobile

Detection if contact is logged in to smartphone client only

Windows client: Monitor status changes

Contact becomes available/signs off/has a call to pick up

Windows client: Calendar entries from groupware have influence on presence

Presence is influenced by calendar entries from the groupware

Windows client: (cross-server) Set presence of another user

The presence of another user of the multi-server environment can (if authorized) be set for him (e.g. in case of illness)

Windows client: Display of new FAX messages

The number of new fax messages is indicated in the message window

Windows client: Sending FAX messages via e-mail program

For contacts with a FAX number, the e-mail program can be started to send a FAX message

Server side setup

Selected users can access the FAX functions

Fax web client

Integration of the web-based web client in the ProCall client tab (custom tab)

Windows client: Customization of the call window

The call window can be extended to the user's needs with information and action buttons

Administratively possible via editor

Windows client: Takeover/transfer of contact details

Contact details can be filled in automatically if desired, e.g. together with the action button or creating a contact

Windows client: Display contact details in call window

Contact details are displayed in the call window

Windows/iOS/Android/macOS client: Central/local connection of contact data sources

Central connection of contact data sources with estos MetaDirectory (optional)

Windows client: Extend context menu

To the contact the context menu can be extended by individual entries

Windows client: Individual arrangement of tabs

Tabs can be positioned individually in the window (vertically/horizontally/under each other)

Windows client: Tab with web page content (Custom Tab)

Tabs can display web pages

Platforms/operating systems

Windows, iOS, Android and macOS operating systems are supported.  
Whereby the clients have different features (please note the release notes for the product version)

Server operating systems/virtualization

Windows Server operating systems are supported incl. Remote Desktop Services. (please note release notes and system requirements for product version)

Mobile device management call window mobile app

Selectable: Android call window vs. ProCall Mobile in-app call window

Permission levels can be specified by the user or system-wide

Locked, public, business, team member, personal, screen sharing, audio/video chat

Visible (contact) details and actions can be controlled by permissions for ProCall users

E-mail address, presence, chat function, see public appointments, outgoing/incoming numbers, see call forwarding, pick up call, extensions 1+2

Permissions for users of the ProCall client software

CTI lines available, configure user account yourself, use audio/video chat, send SMS, accept/initiate screen sharing, record calls, access phonebooks, send missed calls as e-mail/SMS

Global permissions in UCServer

Support of multi-device connection or trunk connection

Different office connections are supported and can be combined

Consolidated provisioning of TAPI lines

Selected TAPI lines are made available via the network

Distributed multi-server environment

The individual UCServers and media servers of a multi-server environment can be operated at different locations.

Windows client: Emergency call signaling

It is possible to configure call number prefixes for different locations that can be identified by IP addresses, which ensure that the emergency call is made via the location-specific exchange line including location identifier in order to be transferred directly to the nearest control center. If the IP address cannot be assigned to a location, a message is displayed to the user in the client.

Remote TAPI driver: Proxy TSP

Outgoing dialing: One line, terminal server capable

Remote TAPI Driver: Remote TAPI driver

Outgoing dialing for two lines

Remote TAPI Driver: MultiLine TAPI driver

Outgoing dialing, for n lines, terminal server capable

Integration of telephone systems/extensions

Almost every TAPI capable product can be connected via the Windows TAPI interface

Operation via headset/call control

Selected functions such as hang up, answer, mute lead to the control of the ProCall client

Video camera control

Selected functions such as zoom, pan, tilt lead to the control of the video cameras

Door camera/intercom monitoring

Call window can be extended to include monitoring of a (door) camera or intercom system

Representation of presence in the workgroup program

Display of contacts is extended in the workgroup program by the current presence status

Perform telephony actions

Initiates functions from the workgroup program, such as telephone call, chat

Search/open contacts

Contacts from the workgroup program are searchable in the ProCall client, and can also be opened in the groupware

Read contact details

Contact details from the workgroup program are displayed in the ProCall client, e.g. in the search result or call window (CTI)

Create contacts

Contacts can be created from within the ProCall client, e.g. from the call window

Calendar entries from groupware have an influence on presence

Presence is influenced by calendar entries from the groupware

Microsoft Outlook extension

An addin in Microsoft Outlook for search and dialing

Software maintenance contract

Support

Self help about knowledgebase articles

estos offers an extensive knowledgebase that is publicly accessible. 
With helpful articles and interesting facts about installation, commissioning, maintenance, etc. of the software.

support.estos.de/en/