Dial

Telephony

Samsung Xchange Dial contains many telephony features as standard. These features include:


Dialling

To make a call, the user has a variety of options:

Dialing from the Phone Window

Selecting the 'Make Call' icon on the main screen will allow users to make a phone call.

Dialing from the tray menu

Type or paste a number into the 'Enter Number to Dial' area in the Xchange tray menu and then pressing 'enter' or 'return' to dial a phone number.

Clipboard Dialing

When the user highlights a phone number and copies it to the clipboard, Xchange can recognize this and show a dialog with the option to dial the copied number. (This requires the 'Clipboard Dialing' option to be checked in the Dialing option in the Configuration menu)

Application dialling

Samsung Xchange has the ability to recognize phone numbers stored within applications (such as Microsoft Outlook). A 'Make Call' icon will be displayed next to the phone number. If this icon is clicked, Xchange will dial the phone number. (This requires the 'Application Dialing' option to be checked in the Dialing option in the Configuration menu)

TAPI Dialling

Samsung Xchange can become the de facto dialing system from Windows, allowing all computer calling to go through Samsung Xchange. (This requires the 'TAPI Dialing' option to be checked in the Dialing option in the Configuration menu)

Bespoke dialling

Samsung Xchange allows developers to add dialing support directly from their applications. Instructions are provided within the software.


Samsung Xchange can often be configured to work with existing applications, listed below.

Samsung Xchange Dial - Application Integration

  • Microsoft Outlook
  • Lotus Notes

Samsung Xchange Presence - Application Integration

  • ACT!
  • GoldMine
  • Google Places
  • Maximizer
  • Microsoft Access
  • Social Networking

Samsung Xchange Integrator - Application Integration

  • Microsoft Dynamics CRM
  • Microsoft Dynamics NAV
  • NetSuite
  • Sage CRM
  • Sage 50 Accounts (UK Edition)
  • Salesforce
  • SugarCRM
  • SuperOffice
  • vTiger
  • Zoho
  • Other databases

Preview window

The Preview window appears whenever you make or receive a phone call. Once a call has been received, the user can Answer the call or Deflect the call to another extension. They can also add or edit a name for the caller or view any integrated database records (if known).

When a connection has been established, the user can Hang up, Hold, Consult, Transfer or Send Digits (to control an automated service).


Using the call control buttons, users can deal with customer enquiries in a fast and professional manner. This results in improved levels of customer service and greater customer loyalty by improving the experience for your customer when dealing with your organization.

Address Book

The Address book provides an easy way to create and share contacts with colleagues. 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. This lets users search for the contact more easily in the future. It also presents the user with the caller's name in the Preview window if that caller makes an incoming call in the future, allowing them to greet them in a more personal and friendly manner.

Transferring Calls

Samsung Xchange allows users two simple ways to transfer calls.

Transfering calls through the Presence window

The main Presence window allows users to see the availability of their colleagues and click on them to transfer the call.

Transfering calls through the Preview window

Once a call has been answered, users can select the 'Transfer' icon in the 'Preview window' and enter the number they wish to transfer the call to.

Availability

Samsung Xchange allows users to can set their own availability status through 'Availability' on the main menu. This provides a glance for other users to gauge your availability at a glance, saving time and making users more productive.