What is Integration?

by guest blogger David Crawford, President, CSS

Exploring the Integration Synergy of Bold’s Manitou PBXEnterprise and the CSS Telephony Application

When we use the term “Integration,” what exactly do we mean? Let’s start with the basic definition:

Integration – a process in which two or more systems interact with each other to reduce effort and increase efficiency.

For more than a year, CSS and Bold have been developing an interface which will allow the Manitou software, via the PBXEnterprise, to talk with and receive information from the CSS Aeonix phone system. The benefit: to reduce manpower needs, increase efficiencies and streamline processes. Simply put, to save the Central Station money.

The Aeonix phone system is the termination point for the PRI circuits and it can manage all calls and call features, including voice, fax, and alarms.  Providing analog connections, it interfaces with the receivers and can also include the necessary call handling for two-way alarms.

Because all calls are managed via the Aeonix, the Manitou-PBXEnterprise system can control and collect call details and information, and provide commands back to the Aeonix for such functions as Auto Dial, Auto Dial with alternate phone number, Two-Way voice management direct to the operator, DTMF control and management of the Two-Way system, and inbound call to open account. Everything is managed between the Aeonix and Manitou- PBXEnterprise system.

No additional hardware components are needed for the Aeonix and Manitou – PBX Enterprise integration.  All communication is handled over your local area network (LAN).

How does this integration increase efficiency? Let’s take as an example an AC failure or low battery signal where the end user has to be notified. Do you pay an operator to perform these tasks, taking time, energy, and valuable resources? Or do you simply have the process initiated by an intelligent IVR solution?

The less interaction of a person, and the increased interaction of software commands and actions results in better efficiency for the Central Station, and the opportunity to increase account capacity with the same personnel levels. More accounts without increased financial overhead means more revenue.