ProCall NEX service specifications

Snom, Yealink, Grandstream, Gigaset DECT. You can find a current list here:  ProCall Voice Services – supported end devices

parallel, sequential

Incoming calls are accepted and put on hold immediately. The calls are forwarded to the registered agents in a sequence to be defined. 

With additional licence: Skill-based routing and/or sender-based routing

The administrator can activate call forwarding for a group

• Call forwarding immediately
• Call forwarding by time (group drop, takes effect even if no user is logged on to the group)
• When busy (group overflow, takes effect when all users logged on to the group are busy)

Setting up the interactive voice menu (IVR) in ProCall Voice Services

Submenus 

System connection

CTI functions for controlling calls

The CTI functions differ between Softphone and TAPI.

Detailed information can be found at:
supported telephony functions of Procall NEX

Team function/agent control

Logging on/off to a collection group and status display in the contact information in the monitor and favourites

Setting call forwarding

Set and delete call diversions to a call number or the voice mailbox. Separate for calls to the internal or external number.
Available: on busy, not answered after time, immediately

Activate/deactivate DND

Do not Disturb

() 

for Android only

Activate/deactivate call forwarding based on an event

Events can be:

• after/at login/logout in the client
• for appointment (busy/absent)
• Call status (incoming/outgoing/end of call/acceptance of call)
• Changing the remote station
• after 1-120 minutes of idle time when the workstation is inactive

Selecting the standard device

This device is activated when a call is made from ProCall.

If several phone numbers were assigned to the user, these numbers can be specified to numbers signalled to the outside.

Call voice mailbox

With the "Voice mailbox" menu, new messages can be listened to and the voice mailbox can be set. 

Conversation window/communication window

Pop-up for incoming calls/video chats

Resolving phone numbers

Resolving phone numbers to contact data for incoming/outgoing calls

Hotkey dialling

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

Click-to-Call/Klick2Dial

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

Redialling

List of the last ten numbers dialled (via journal)

Automatic redialling

Repeat the call again

Automatic redialling on busy

Adjustable: number of attempts, pause between attempts

Note on the contact/call

Notes area with project, private labelling, call number suppression

ProCall Monitor

Partner bar/"Busy lamp field"
Freely or centrally configurable, dockable or free-standing window, status display of groups/participants/lines, transfer of contacts to the monitor (via drag & drop), individual speed dialling buttons, speed dialling 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 have all other users preconfigured in the partner bar.

Sending e-mails for missed calls

Information über verpasste Anrufe als E-Mail pro Benutzer und deren Leitungen

Server-based default only

Server-based default only

Client function

Display of the called contact

Assignment of calls to project identification numbers (PIN)

Grouping of calls according to project identification numbers (PIN)

Call planning

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

Reverse search

The contact is displayed when a phone number is entered,

Busylight support 

Supported devices see Supported third-party products - Busylight - Busy lamp

Notification

Notification via display of:
missed calls, missed audio/video chats, new chat messages

Set notification

Set which notifications are displayed in the "speech bubble" (missed calls, missed audio/video chats, new chat messages, unread e-mails, upcoming appointments, scheduled calls, new contact requests/authorisation requests).

Link call protection with "Do not disturb" presence status

You can set DND to be set automatically when the presence status changes to "Do not disturb".

Server-based default only

Server-based default only

Reject calls when busy / Busy on Busy

You can set DND to be set automatically during an ongoing call. 

Server-based default only

Server-based default only

Display of the connection duration

during the conversation and in the journal

Rename lines

The devices assigned to the user and displayed in ProCall can be freely named.

Remote Desktop Mode

Info about status change

Favourites

Custom Tabs 

Connection to third-party providers

Start/end audio/video chat

Audio/video communication between two (2) ProCall users

Video conferences (online meetings) with several participants

Group chat

Create chats with multiple people

Reactions: Use of emoticons

A selection of images that can be inserted in the text
The chat message can be commented on/enhanced with so-called smileys. 

Read and receipt confirmation

Labelling of received and read text messages

Share content/file transfer

Not only text messages can be sent in a chat, but also documents, photos, videos or other files.
Formats and file sizes can be administratively restricted. 

Superordinate search for chats and messages

Search all chats for a keyword

Search within a conversation

Search a chat history for a keyword

Pin chats 

Reply to messages (citation function)

Forwarding chat messages 

Forwarding chat messages to other contacts

Export of the chat history

Exporting individual chats

Share screen

Present screen content to one (1) other participant

Request screen sharing

Request screen content from another participant

Receive screen sharing

Receive screen content from another subscriber

Screen sharing with "Allow control"

Present screen content to another participant and allow the other participant to make changes to the own screen content

Screen sharing: Select screen

If several screens (monitors) are used, the desired one can be selected for screen sharing. 

Parameterised search

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

Subdivision of the search results

Sorting the search results by data source

Order in which the data sources are searched/displayed

Data sources can be searched in a specific order.

(Individual) actions on data fields

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

Journal, telephony history

All calls are saved on the server side in the journal, extended journal browser for team journal, display of call notes, labelling of forwarded/collected calls, special handling of private calls, recording of project codes

Team journal

depending on authorisations granted

Journal filter functions

e.g.: all, outgoing/incoming/internal/external/answered/unanswered calls, by time (1/7/31 days, period)

Zusätzliche Informationen zum Journaleintrag

Duration, Time/date, Talked to, Project, Line (extension), Line name, Forwarded from,

Contact-related journal

Filter journal entries according to a specific contact

Export of journal data

Exporting the journal 

Set different presence states

Available, Busy (phone/calendar), Away, Inactive, Do not disturb, Offline

Additions to the presence states 

Leave a note so that other ProCall users can see it

States for telephone lines

Free, in conversation, incoming call, call forwarding active, do not disturb

Display in ProCall

Display in the favourites and the monitor if a user is only logged in with ProCall Mobile

Calendar entries from Microsoft Outlook have an influence on presence

Server-based connection to Microsoft Teams

The presence status from Microsoft Teams has an influence on the presence status in ProCall

CTI control/display of telephone calls

The mobile phone is treated like a telephone line in the ProCall Client.

Making phone calls on the PC via the mobile phone (see hands-free system)

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

Mobile phone contacts as an additional data source for searches

Search is extended to the contacts stored in the mobile phone.

Mobile phone journal integration

Mobile phone journal is integrated into ProCall Client.

Customisation of the call window

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

Transfer of contact details

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

Display of contact details in the call window

Contact details are displayed in the call window

Central/local connection of contact data sources

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

Extend context menu

Individual entries can be added to the context menu for the contact

Users, groups, basic setup

in the ProCall NEX server administration

Extended telephone system functions

in the standard browser

Independent user administration with separate database

Does not require integration into an existing infrastructure through its own database.

Users log in with the information stored on the UCServer.

Connection to Microsoft Entra ID

The user data is replicated from the Microsoft Entra ID. The settings are saved locally on the UCServer.

Users log in to Entra ID with OAuth2. Setup user management with Microsoft Entra ID

Software update for Windows ProCall workstations 

ProCall Desktop for Windows is automatically kept up to date.

Specifications for the ProCall workstations

Profiles can be used to specify the functions, behaviour, custom tabs and settings for ProCall Desktop for Windows clients for the users. 

Preferences for e.g. "Do not disturb" and sending e-mails can be set for all ProCall clients.

Groups with individual settings

Authorisations can be preset for several users and assigned centrally for selected users.

Multi-level authorisation system 

The authorisation levels for users and their mutual rights regulate who can see how much information about calls, presence status etc. for the other user.  (Settings from public to private to blocked)
Notes on ProCall permission levels

Phone journal and notifications

Define rules for saving journal data and sending e-mail notifications

Centralised connection to third-party providers

Connection to Microsoft Teams, Google and MetaDirectory is set up centrally.

Connection of contact data sources via estos MetaDirectory 

Availability depends on tariff. (From ProCall NEX Professional)
The MetaDirectory must be installed in the customer network (on-prem).

MetaDirectory merges different databases into a single, company-wide, consistent LDAP directory. This means that relevant data such as telephone numbers or contact details are available to all employees throughout the company. The intelligent preparation of the data enables simple searching and fast presentation of the results - even with very large and distributed databases.

Further information on available replicators and connection options can be found in the MetaDirectory 6 Enterprise specifications