Features

Xchange comes packed with plenty of features.
Explore the features below and how to use them.

Call control

Making calls

Making calls from your computer is straightforward with Xchange.

It will increase your productivity by saving you time and reducing the number of misdialled numbers.


Receiving calls

Xchange can be used to tell you who is calling before you answer the phone. This can prove beneficial in many ways.

When you are busy working on a project it can allow you to be selective about which calls to answer. Also, it can allow you to greet the caller in a more personal way. When receiving a call it is very easy to store the caller's name for future use. Also with CRM integration, callers' details are quickly searched and displayed.


Transferring calls

Xchange provides an easy method to transfer calls.

Through the Presence window it allows users to see the availability of their colleagues and make intelligent decisions when transferring calls.

Users can perform an immediate transfer to quickly distribute calls. Or they can easily use Xchange to consult with colleagues and switch between calls.

Click-to-dial

Web page dialling

Xchange supports two separate ways of dialling from web pages.

Web pages can be scanned for valid telephone numbers and, when found, they are turned into hyperlinks to make dialing easy. Also, Xchange can be configured to provide dialling directly from many web-based CRM packages.

For more information on supported browsers click here

Clipboard Dialing

Each time you copy a valid telephone number to the clipboard, a windows notification will appear which, when clicked, will dial the number.


Bespoke dialling

Xchange allows developers to add dialing support directly from their applications.

Instructions are provided within the software.

Alternatively, Xchange can often be configured to work with existing applications to save any development work. See "Application dialing" for more details.


Application dialling

Xchange supports several methods of dialing from applications.

Many applications can be enabled to allow dialing directly from within the application.


Focus dialling

Focus dialing will automatically detect fields that contain dial-able numbers and will present a click-to-dial option to the right of the field.

If the application field contains more than one potential telephone number, a drop-down is displayed when you hover over the click-to-dial icon, allowing you to select which number to dial.


TAPI Dialling

Once you have enabled TAPI and configured your TAPI compatible CRM application, you will be able to dial out telephone numbers directly from the CRM application.

Screen Popping

Screen popping allows a CRM contact record associated with an inbound caller’s number to be opened simply by clicking an icon shown in the preview window.

This can be configured to pop automatically if preferred.

Preview window

Address Book

The Address Book provides an easy way to create contacts.

Users can search for existing contacts or create new ones easily while on the telephone. The Address book is extended to include CRM contacts when integration is used.

Address Book window

Call History

The Call History window contains a list of an extension user's recent calls.

Users can make calls directly from the Call History window.

The video shows the Call History window being used.

Call History window

Presence

The Presence window allows users to see the extension status of their colleagues.

The content of the display itself can be controlled in order to define and limit which user extensions are displayed. The window also allows a user to make calls to (or consult with, or transfer calls to) any of those extensions.

Presence window

Skype for Business Integration

Two areas of Skype for Business integration are available through the Xchange PC client when installed on a PC that is also running the Skype for Business client.

Although call control is still done through the Xchange client, the Skype for Business user can make calls to other Skype for Business users using the "Call using deskphone" option that is inserted in to the standard Skype for Business menu by Xchange. If "Update Skype for Business state when on a call" is checked in the Xchange PC client configuration, the Skype for Business client's status will be automatically set to "in a call" when the handset makes or receives a call, or "do not disturb" when the handset goes to DND.

Xchange Lync/Skype for Business Setup

Technical Functionalities

Xchange Client

Infrastructure
Architecture Xchange client is installed on the end user PC which makes a connection to the Skype for Business client installed on the same PC.
Licenses required (for each user who requires the functionality) Any Skype for Business CAL
Any Xchange PC client e.g. Dial / Business, Dial Plus / Business Plus or Integrator
Skype for Business environments supported Please click here
Call Control
Answer handset From Xchange Preview (pop-up) window
Call Forward handset From Xchange client
Transfer call From Xchange client
Make call From Skype for Business client or Xchange client
Status update
Skype for Business Client - "In a call" When the handset makes or receives a call
Skype for Business Client - "Do not disturb" When the handset goes to DND

Softphone

Xchange Softphone is a fully featured softphone embedded within the Desktop and Operator clients (PC only) transforming your PC into a mobile extension. Xchange Softphone requires an Xchange Softphone license in conjuction with a Dial/Business, Dial Plus/Business Plus or Integrator license. It also requires a third party SIP extension to be configured on the Telephone system.

Note:Terminal Services / Citrix are not supported with Xchange Softphone 

Other Features

Preferred device

Preferred Device allows a user to monitor and control multiple devices and select which device the prefer to use making and receiving calls.


Busylight

Xchange integrates with Busylight so now everyone in the office can see if a colleague is available for a conversation, busy on the phone or simply does not want to be disturbed.

Xchange

  • Available (not on a call)
  • Held
  • Busy (on a call/online meeting)
  • Ringing
  • Do Not Disturb / Foward
  • Voice mail

Busylight colour

  • Green
  • Fast flash yellow (250ms)
  • Red
  • Flashing red (500ms)
  • Blue
  • Slow flash magenta (1000ms)
Click here for more information on Busylight

Microsoft Active Directory Integration

Directory integration allows Xchange users to be created directly from users already defined in Microsoft Active Directory. This feature is particularly powerful when used in conjunction with Xchange's enhanced client security enabling fast deployment of secured Xchange user accounts. The Xchange user accounts will also be auto-populated with both internal and external numbers defined in Microsoft Active Directory. This is very beneficial for clients that make use of DDI numbers such as the Xchange Mobile client.

Directory integration can also work the other way, that is, telephone numbers defined in Xchange can populate Microsoft Active Directory.


Microsoft Exchange Calendar Integration

Microsoft Exchange calendar integration allows a user's availability and absence greeting to be updated directly from the Microsoft Exchange server. Microsoft Exchange calendar integration will update a user's availability and absence greeting regardless of the status of their Xchange client.