Introducing iPECS Applications

To enrich the business communications experience and empower collaboration, applications are critical in addition to IP telephony platforms. Ericsson-LG provides a variety of software applications for business communication and collaboration. Unified Communications Solution (UCS) is designed for enterprise business customers, Phontage is an IP based soft client that can fully replace a desktop keyset. TAPI based office CTI application and PC based attendant console are also available with all the platforms. Server based unified messaging solution can improve users’ productivity when combined with iPECS platforms. Management applications for network, systems and phones afford customers convenience for administration and management.

Portfolio of Applications

iPECS UCS (Unified Communication Solution)

Ericsson-LG’s UCS is an application which provides single point of communication customised for the SME environment. Businesses are getting more and more demanding and require multimedia communication and seamless connections.

iPECS CCS (Contact Centre Suite)

iPECS CCS is a smart contact centre solution for SMEs, that integrates with the iPECS range of solutions. It is a modular solution that allows you to select the features you need and easily add the other features if and when required.

iPECS Report Plus

iPECS Report Plus is a dynamic reporting tool that enables better analysis and quicker decision making for small and medium sized businesses. It provides real-time monitoring, historical reporting and call accounting.

iPECS ClickCall

iPECS ClickCall is a smart application used to make communications simpler and easier when working with a PC.

All you need to do is highlight a telephone number from any Window application such as web site, Windows document or application running on your PC, click and your iPECS handset dials the number. No more memorising phone numbers, no more dialling wrong numbers by mistake, you can now quickly and easily dial telephone numbers from your PC.

iPECS Attendant

IP Attendant is a software application designed to enhance the attendant feature by visualising the IP Attendant call handling and control functions. IP Attendant works in conjunction with the Attendant’s IP phone providing enhanced attendant feature and efficiency. The user interfaces with the IP Attendant screen, using the mouse (point and click) or programmable ‘Hot Keys’ to select features and functions available.

iPECS IPCR (IP Call Recording)

iPECS IP Call Recording(IPCR) is a call recording and monitoring solution tightly integrated with iPECS Call Servers optimised for small and medium sized offices and contact centers. IPCR is designed as a simple and cost effective solution, while it delivers powerful value added features. iPECS IPCR can meet the needs of robust call recording to ensure regulatory compliance and quality management.

iPECS NMS (Network Management Solution)

iPECS NMS is a powerful web based network management tool designed for the Small and Medium Business to improve staff efficiency, permit rapid response to system alarms and optimise system resources with remote access to usage statistics and automated alarm notification. iPECS NMS monitors registered systems in real-time to deliver fault and alarm event statistics.

iPECS UCS (Unified Communication Solution)iPECS CCS (Contact Centre Suite)iPECS Report Plus iPECS ClickCall iPECS Attendant iPECS IPCR (IP Call Recording)iPECS NMS (Network Management Solution)

iPECS UCS – Single Point of Communication enhancing business performance

Single Point of Communication enhancing business performance

Ericsson-LG’s iPECS Unified Communications Solution (UCS) is a powerful multimedia collaboration and productivity enhancing tool designed for the small to large enterprises. Its single server architecture helps SMB’s start experiencing the next generation communication solution without investing in enterprise level equipment. The rich features, capability and the ability to integrate 3rd party solutions are well-suited for large enterprises’ UC environment.

Features & Benefits

Presence enabling, improved responsiveness and enhanced productivity

Real-time presence information displaying user status at a glance
Selecting the best communication method based on the user presence information; via voice, email, Instant Messaging or video
Easily search a central company database as well as local databases

Easy to configure conferences
Even easier traditional voice conferences by using virtual conference rooms, conference group calls or simple ad-hoc conferences
Multi-party video conferencing between up to 6 users
Simple video conferencing without complicated configuration, set up codec or expensive custom hardware

Information sharing
Private presentations using integrated Desktop and Application Sharing
Web push and file sharing during a conference

Single server solution
Each component is integrated and controlled by a central management tool (OMS)
Flexible licensing based on number of concurrent users
Supporting up to 2,000 concurrent logins and 6,000 registered users per server

Business purpose UC solution
Secure instant messaging unlike public messaging service
Logs and details of client activity
Remote system monitoring and feature usage statistics for efficient resource management

Simple and intuitive user interface
Enriching the user communication experience via the intuitive and consistent UI applications.

iPECS CCS (Contact Centre Suite)

Smart All-In-One Customer Service

Contact centres are changing to accommodate the needs of the end customer. Customer’s want the ability to contact you using the channel, that is convenient for them. Therefore the ideal solution must be scalable and fully featured to meet these expectations.

To help manage these expectations, contact centres need to have the flexibility to be able to offer a variety of communication channels, include social media, email and web chat as well as traditional IP Telephony and IVR facilities.

Ericsson-LG iPECS Contact Centre Suite (CCS)

iPECS-CCS offers seamless integration with the iPECS-UCP and iPECS-CM phone solutions. It can be combined with other Ericsson-LG applications, enabling your contact centre agents and staff to benefit from the use of unified communications, mobility and other applications.

Features & Benefits

Single, All-in-One Platform

The platform is able to manage telephone, emails, faxes, SMS, web call back, call-back in queue, web chat and social networking
Apply different rules for each media or channel
Agents use the same software applications for multimedia call handling

Highly Scalable

iPECS-CCS can easily scale from 1 to 250 users making it ideal for small, medium and enterprise sized organisations. Plus, the modular architecture allows for the solution to expand as your organisation does. You can add functions and facilities when you need them.

Cost Control

The modular architecture lets you select and pay for only the functionality you require|
Cost effective bundles for initial installation
Lower operating costs as there is no hardware and fewer servers to maintain
Is software based and uses HMP (Host Media Processing), no dialogic cards required
Real time business rule changes with an easy to use self-creating Call Flow Design tool, reducing the need for additional training

Simple and easy to use

CFD(Call Flow Design) tools provide simple drag and drop options, and real time call flow changes without needing to learn complex administration or script.
Flexible and intuitive dashboards and reports
Easy to use and intuitive agent software

iPECS Report Plus

iPECS Report Plus, a dynamic and reliable reporting tool that enables better analysis and quicker decision making for your business.

Features & Benefits

Simple and Efficient
Provides historic and real-time reporting
Enables you to measure staff efficiency and productivity
Over 80 reports available on demand or automatically scheduled
Integrates with iPECS UCP, eMG80 and CM range of call servers

Service and Performance Monitoring
Manage your resources more efficiently
Monitor customer service and operational efficiencies
Customise your reports for better business planning

Business Intelligence Dashboard
View real-time information on your dashboard
Configure your own dashboard information and threshold based alerts
Wallboard integration

ACD Reporting
Automatic Call Distribution (ACD) group reporting
Real-time agent monitoring and detailed reporting
Reports can be accessed via the web or the dashboard
Ideal for small contact centres

Agent Web Client
Web-based tool for ACD agents to login
Agents can update their presence using the web client
Agents and managers are able to monitor performance in real-time
Managers can access group performance

Call Accounting and Billing
Monitor your call costs individually or across the business
Utilise account code capability to identify and track individual calls back to a central account
Allocate costs to teams or divisions

iPECS ClickCall

iPECS ClickCall is a smart application used to make communications simpler and easier when working with a PC.

All you need to do is highlight a telephone number from any Window application such as web site, Windows document or application running on your PC, click and your iPECS handset dials the number.

No more memorising phone numbers, no more dialling wrong numbers by mistake, you can now quickly and easily dial telephone numbers from your PC.

Features & Benefits

Idea for people who need to dial telephone numbers on their PC
Easy to use
Practical dialling options. Highlight number and…

Auto dial
Click to dial
Hot Key to dial

Deals with spaces, (), +61, 0’s in the number
Shows dialled call log (last 10 numbers)
Works for IP, Digital, Analogue and DECT handsets
Simple to install. No dedicated server required

iPECS Attendant

iPECS Attendant is a PC-based software attendant console that integrate telephony with external call data and workforce information. The application simplifies call handling and meet evolving communication requirements. As the operator console for Ericsson-LG’s Communication systems, iPECS Attendant give highly efficient telephony connections for attendants, receptionists and secretaries. It allow operators to quickly and easily provide communications and presence information for any telephony connection request

iPECS Attendant integrates with iPECS Call Servers, iPECS eMG80, iPECS-UCP and iPECS-CM.

Features & Benefits

Embedded softphone functions
Operating without the need for an external phone
High quality voice communication using a PC

Hospitality features
Check in / out, wake up call, room status, room cut off etc.

Easy to use interface

Easier and more intuitive design and display icons
Flexible display options
User interface and functionality is customized for each iPECS platform

iPECS IPCR

iPECS IP Call Recording (IPCR) is a call recording and monitoring solution tightly integrated with iPECS Call Servers optimized for small and medium sized offices and contact centers. IPCR is designed as a simple and cost effective solution, while it delivers powerful value added features. iPECS IPCR can meet the needs of robust call recording to ensure regulatory compliance and quality management.

Features & Benefits

All in one cost effective solution
Single server solution
Low total cost of ownership

Feature rich solution
Basic monitoring and statistics reporting functions
Powerful value added features including voice packet encryption, local survivability, remote maintenance, and fault alarms

Flexible deployment like other iPECS solutions
Recording, monitoring and saving conversations of remote branch, home office and road warriors either in a central server or local server based on the user demands
Up to 10 iPECS call servers can be registered with an IPCR server
Up to 10 IPCR servers per iPECS eMG80 and iiPECS UCP.

iPECS NMS (Network Management Solution)

iPECS Network Management Solution (NMS) is a powerful tool for managing fault information, monitoring real time status, maintaining call statistics and databases of multiple iPECS appliances.

iPECS NMS is a Web based application enabling communication managers to access NMS via Internet Explorer from any PC. Providing services for up to 1,000 iPECS Call Servers except iPECS-CM, iPECS NMS employs standard SNMP (Simple Network Management Protocol) to identify and “trap” events should a problem occur.

Features & Benefits

Fault management and real-time system monitoring

Monitoring registered systems in real-time to deliver fault and alarm event statistics.
Automatic email alerts defined as critical by the system manager

Inventory management

A list of the resources and components for all registered systems including call servers, gateways, terminals, soft phones, and software associated with systems and components

Various traffic statistics

Easily analyzing the traffic data to determine under or over usage of resources and usage trends to adjust system configuration
Detailed and summary data for call accounting and cost allocation

Easy installation and operation

Introducing iPECS Applications

Portfolio of Applications

iPECS UCS (Unified Communication Solution)

iPECS CCS (Contact Centre Suite)

iPECS Report Plus

iPECS ClickCall

iPECS Attendant

iPECS IPCR (IP Call Recording)

iPECS NMS (Network Management Solution)

iPECS UCS – Single Point of Communication enhancing business performance

Features & Benefits

iPECS CCS (Contact Centre Suite)

Features & Benefits

iPECS Report Plus

Features & Benefits

iPECS ClickCall

Features & Benefits

iPECS Attendant

Features & Benefits

iPECS IPCR

Features & Benefits

iPECS NMS (Network Management Solution)

Features & Benefits

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