RedPBX™ is a powerful and flexible IP telephony application that provides highly intelligent IP-PBX functionality for any size of organisation.
RedPBX runs on the DNX®-400 media gateway platform from Redwood Technologies and sits within Redwood’s award-winning RTSinfonia® hardware and software architecture. The system is suitable for businesses of any size and can scale from tens to thousands of users.
RedPBX can be deployed as RedPBX CPE or as a highly resilient cloud solution. It is available as a standalone product or in conjunction with Redwood’s contact centre suite, RedContact™, for a comprehensive enterprise solution that covers both internal and external channels of communication.
Underpinned by Voice over IP technology and the industry-standard SIP protocol, RedPBX has the look and feel of a traditional PBX system, but provides a host of powerful value-added features, including:
- one-click or call-activated disaster recovery routing
- intelligent forwarding and time-of-day services
- twinning: treat mobile phones or any other number as if they are internal extensions
- online voicemail management and a unified communications inbox
- integrated call recording – on demand or by default
- profile-driven inbound and outbound call barring
- comprehensive audio conferencing facilities with operator-assisted or unmanaged conferencing capability
- a screen-based, drag-and-drop switchboard and conference management application
- flexible integration with any existing systems to provide services as additional layers rather than replacements, saving money and increasing efficiency
- secure infrastructure backed by ISO27001 and ISO9001 accreditation
- 99.999% availability for high resilience
RedPBX can be provided with a range of hardware SIP devices designed for office environments and contact centres, along with the iPath SIP client application that runs on a user’s desktop.
End User Devices
User devices available for use with RedPBX include a wide range of physical IP phones as well as the iPath soft phone.
iPath® Desk Phones
The iPath 200 desk phone, shown above, is one of a range of IP phones designed for office environments. These phones have all the necessary features for call conferencing, recording and routing and contain a built-in web server allowing ‘plug-and-play’ configuration.
The default signalling protocol is SIP and a wide range of CODECs.
The iPath softphone is a virtual phone application that runs on your PC. It is used in conjunction with a USB-type headset that makes use of the audio resources on your PC.
Incorporating features such as conferencing on demand, call recording and intelligent call forwarding, the iPath softphone brings VoIP telephony to your desktop to provide you with a range of features simply not available on a ‘normal’ phone.
Designed to operate in any environment from the Small Office/Home Office to the large Enterprise, the iPath softphone allows you to stay connected and manage your calls and availability with a comprehensive suite of carrier-grade Voice and Presence features.
The iPath supports hot-desking – simply log in to your phone on any PC that has the iPath software installed.
With integration to the corporate directory and your personal address book, you can quickly place or transfer calls by looking up people by name or email address.
Options to integrate to Microsoft Outlook are also available, which allow you to make and receive calls to and from your Outlook contacts.
Depending on the options allocated to the user, the following features are available on the iPath soft phone:
- Call forwarding/divert
- Call Hold
- ‘Warm’ and ‘cold’ call transfer
- Call History (missed calls, dialled calls, received calls)
- Call timer
- Calling party name identification
- Conference calls, with a screen showing the conferees as icons
- Last number redial
- Mute call
- Voicemail, with one button message retrieval
- Out-of-Band DTMF tones support
- Presence information
- Hunt group opt-out
- Visual indication of the number of messages
- Support for multiple network interfaces
- Support for multiple sound cards
- User-specified ring tones
- Volume controls for speaker and microphone
- Macro writing capability.
For service operators, carriers and enterprise networks, iPath can be customised to include your own branding.
RedMatrix has been the trailblazer for audio conferencing applications since it was first released in 1995, featuring what is believed to be the first ever graphical drag & drop interface for conferencing management & customisation. Its innovative feature set has since become the industry standard, with companies looking to gain a competitive advantage through adopting RedMatrix elements as their own. Today, the product is available as customer premise equipment or through a cloud delivery model and is used by large enterprises and government organisations around the world. Deployments can range from ten to tens of thousands of ports, with the flexibility and scale of RedMatrix continuing to ensure its position at the forefront of conferencing technology in any environment. As one of the flagship products comprising RTSinfonia, RedMatrix has continually provided the highest standards of conferencing functionality, enabling organisations to remain ahead of the curve in mission-critical environments. The enormous capacity and secure underlying framework at the heart of the product can be enhanced with a host of powerful additional features such as detailed graphical reporting and multi-channel functionality, which can be integrated effortlessly with the platform’s open architecture.
- Multiple conferences on a massive scale
- Highly customisable interface and services
- Powerful platform enables conferences to be instantly provisioned
- Flexible integration with any existing systems to provide services as additional layers rather than replacements, saving money and increasing efficiency
- 99.999% availability for high resilience
- Secure infrastructure backed by ISO27001 and ISO9001 accreditation
Features & Functionality:
- Underlying DNX/INX hardware can scale to tens of thousands of ports
- Resilient, approved telecommunications interconnect switch
- Multi-protocol circuit switching: SIP, H.323, SS7, E1, T1, V5.2, GSM, analog
- Redundant architecture with highly resilient inter-chassis switching and resource sharing
- Compliant recording across all conferences
- Advanced additional features can be easily bolted on
- Management either through Windows or a web interface
The RedMatrix Conference Manager provides users with an intuitive graphical user interface for easy switchboard console and conference management, powered by RTFlow technology. RTFlow is one of the most powerful service creation and management tools available, enabling the user to fully customise RedMatrix services to accommodate specific requirements. RedMatrix acts as a virtual conference bridge, allowing operators to connect callers to one another using this drag-and-drop feature, and to monitor and supervise conferences in real-time on their screen. Each caller appears as an icon on the display, allowing operators to connect lines and create conferences by dragging and dropping their caller icon. Users can easily be added to or removed from conferences. The console has an extensive range of facilities including contact management, blast dial with warm or cold transfer into on-the-fly conferences, and ‘Meet Me’ conference booking with or without recurrence. Multiple conferences can be managed, scheduled, initiated and terminated via point-and-click functions, for rapid provisioning of mass calls. A secured login permits access by authorised users only, and each individual caller can be assigned a secure PIN number to dial into conferences, enabling operators to retain control. One operator can easily control several conferences convened simultaneously on the same bridge. Alternatively, multiple runtime licences allow separate conferences to take place on the bridge, each managed separately by different operators, creating flexible working options.
Users can be assigned different privileges, enabling them to act as operators and service callers, or perform administrative functions such as entering contact details, creating user groups or configuring conferences and access numbers.
RedMatrix Conference Manager designates one or more conferences as ‘Waiting Areas’: Callers are provided with a Direct Dial-In (DDI) into a Waiting Area and arrive in Listen Only mode, so they are not initially aware of being in a conference. RedMatrix internet display When an incoming call arrives, an icon representing the caller appears on the operator’s screen along with the Calling Line Identity (CLI). If the caller is known to the system the icon is labelled with the caller’s name. The operator, who is also dialled into the system, can click the caller’s icon in the Waiting Area, which moves the caller into an instantly created on-the-fly conference and displays a contact list on the screen. The caller requests the contacts they want in the conference, and the numbers can then be assembled and blast dialled into the conference with the click of a mouse. Alternatively, contacts can be brought into the conference via a ‘warm transfer’. This places the contact into the conference as a ‘ghost’ icon, allowing each contact to be called one by one and personally introduced to the conference. Once contacts’ ‘ghosts’ are in the conference, the task of bringing them in can be shared among multiple users. A Conference Manager user can:
- Identify callers who are known to the system by the label on their icon Bring requested contacts into a conference with the caller, either by ‘warm’ or ‘cold’ transfer
- Move participants from one conference to another by clicking and dragging
- Set up a conference for participants to listen to another conference
- Set individual participants to full participation or listen-only
- Manage large conferences by automatically queuing callers and letting them know when it is their turn to speak
- Blast dial a contact group into a conference
- Talk to an individual conferee without disturbing the other participants, then return the individual to the conference
- Listen to individual lines, for example to find a noise that is disturbing the conference
- Lock or unlock a conference.
A conferee can request assistance by pressing a key sequence on their keypad; the request appears on the operator’s console as a ‘question mark’ icon, allowing the operator to service the caller.
RedMatrix has an extensive and flexible database structure for its contacts list. Each contact can have multiple numbers, along with email and other address details (BlackBerry and STE are supported). Live presence information enables users with sufficient privileges to see whether callers known to the system are dialled in to any conference, and which number they are using. An administrator with contact rights can:
- Add, edit and delete an extensive set of contact details, including eight principal phone numbers, address details, Follow-Me information, miscellaneous notes and user ID and password
- Set up Speed Dial buttons for frequently called contacts
- Set priority levels for contacts according to their rank or importance (this also allows callers in the Waiting Area to be arranged by their priority)
- Set Do Not Disturb times for contacts
- Create or modify Contact Groups.
Furthermore, fields in the contacts database can be customised by administrators to suit the individual requirements of any organisation. A contact can also be set up as a post, so that the details that relate to the post can remain when the individual manning the position changes. Additionally, RedMatrix Conference Manager has the option to import the organisation’s existing contact details into the database from a file.
There are three different types of conference on RedMatrix:
- On-the-fly: this is created automatically when the user clicks the option to service a caller. The user can then rename the conference to reflect its purpose. The conference is deleted from the system when all conferees have left, but a record of the conference is stored in the log for reference.
- Meet Me: this is booked by the user on request. The user gives the conference a name, allocates a DDI and Access Code, and sets the time window for the conference to be active. Recurrence can be set as daily, weekly, monthly or none. Emails can then be automatically distributed to the expected participants to inform them of the booked conference.
- Standard: this is a ‘permanent’ conference that remains on the system until it is deleted, whether or not it currently has any conferees. A standard conference does not require a DDI, but can have more than one DDI with different access criteria. For example, some participants may be invited to call a number that requires caller verification for security purposes, and others may call a different number that recognises their CLIs. A standard conference can also be set up to automatically and instantly dial out to a designated Contact Group of any number of users when the first caller joins, regardless of the time or date, further increasing efficiency.
Caller introduction functions through an IVR prompt that asks the caller to speak their name, which is then announced to the other participants. A conference can have caller introduction enabled, disabled, or set to follow the DDI setting. The language for IVR (Interactive Voice Response) prompts can be customised, as can the maximum number of conferees, and the key sequence to press for assistance. Background music can also be set (including playing the ‘ringing tone’ to callers, for example in a Waiting Area). In Waiting Area conferences, a Waiting Time is set, after which the caller’s icon changes colour to indicate that the caller needs to be serviced. Conferences are allocated to users, so that users may be allowed to view or manage only certain conferences.
In DDI settings, users with sufficient privileges can customise whether a DDI requires caller verification, provides caller introduction and whether the caller arrives in full or listen-only mode. A particular DDI can have multiple conferences assigned to it, separated by Access Code. This feature is used for Meet Me conferences; if the DDI has at least one Access Code configured, then it is taken to be available for Meet Me conferences and appears on the Conference Booking form.
An administrator can set up new users and allocate rights and the conferences that they are authorised to manage. All users are also contacts in the directory; however, it may be more convenient to allocate a user ID to a seat or workstation rather than to the individual occupying it, especially if the system is in use around the clock.
The platform’s call handling and performance can be monitored in real time using the Dashboard interface, a powerful live statistical reporting tool using award-winning RedView technology. Customised report screens can be created by dragging and dropping any combination of graphs, gauges and tables to the workspace, and an extensive range of filters can be applied in order to display statistics such as:
- Inbound and outbound call counts
- Current call volumes and system capacity
- The number of currently active conferences.
The Dashboard can also be used to create historical reports on service statistics over any time period. Fully customisable reports can be generated, displayed on the screen, exported, or shared with other users, enabling users of technical and non-technical backgrounds or varying skill sets to analyse easily detailed yet easily comprehensible graphs and reports.
The Conference Manager automatically writes two logs:
- The Operator Log records details of user actions such as creating, editing or deleting a conference, contact, user or DDI, as well as all Service Caller actions by the user.
- The Call Event Log records details of all calls through the system. The Conference Manager allows users to set certain calls to be logged. For example, certain contacts can be set to have their calls ‘always logged’, and outbound calls to bring in participants can be set by the user to be included in the log. These settings allow the call event log to be filtered for only those calls that are of particular interest.
The Operator Log can be viewed on the RedMatrix console or exported to a file for future reference.
Conference Recording Features
RedMatrix also provides Level 1 PCI compliant recording facilities, enabling users to add transcript and interpretation services to their conferencing portfolio. These can be accessed by authorised conferees at any time, including during conferences. Latecomers may fast-forward through the recording before entering the conference when they are ready. Missing the conference for any reason need not be a disaster, as the entire proceedings can be made available as an audio recording, or as a transcript after the conference has been completed.
The RedMatrix system runs on Redwood’s award-winning DNX-1200 and DNX-500 units. The DNX® is an intelligent network switching platform and communications server with a modular architecture that supports all industry standard protocols for telecommunications services. Redwood’s hardware is fully compliant with the EN300-386:2000 standard for electromagnetic compatibility. Redwood’s hardware and software architecture supports integration with a wide range of network infrastructures and third-party systems, which enables functions such as custom look-ups on data networks in order to push or pull information as required, or convert audio services into unified messaging. Its fully resilient architecture distributes resources across the system, ensuring that service availability and performance are second to none. To learn more, please visit the DNX-1200 product information page.
RedMatrix can be augmented with a wide range of additional services such as predictive dialling, call recording, intelligent call routing, interactive notification and alerting services. In addition to inbound and outbound voice and video, the system is designed to handle multimedia services such as SMS, MMS, email and web.