TIPT Platform Major Upgrade

We have updated the Telstra IP Telephony (TIPT) platform with a new software release (Release 17) to provide your organisation with enhancements and additional features.

This is a major upgrade project on the TIPT platform involving many phases of upgrades and testing, along with a full suite of training and documentation updates. The release of the software into production will be professionally managed and executed by Telstra, with minimal service disruption.

The final updates occured overnight on 16 & 17 July 2011

If you are using the Telstra Telephony Toolbar, miRECEPTION or the Call Centre client software you may continue to use an older version of these applications, however, we do strongly recommend that you ensure you have the latest versions of the different applications loaded to get the most out of your TIPT service. The latest version of the Telstra Telephony Toolbar is 14 SP10 MB9, miRECEPTION is 14 SP6 MB16, Call Centre is 14 SP6 MB6. These versions can be downloaded here.

The update of the software to Release 17 will provide new features and enhancements to existing features such as:

Call Centre enhancements - The Call Centre link is now available as a main link in the Options main menu, which makes it easier to configure and edit Call Centres. Options such as Bounced, Stranded and Overflow calls are now available in one menu.

The licensing of a Call Centre has also changed - Centre Agents currently assigned to the call centre will automatically be assigned the new Agent licence. The Customer Group Administrator (CGA) will only have to assign a new agent licence if they want to add other (users) agents to the call centre post upgrade.

The Agent and Supervisor Clients remain unchanged.

• Automatic Call Back enhancement – this feature enhancement now allows Automatic call back to be triggered between any TIPT user from any company (not just TIPT users in the same group or enterprise)
• Schedules – The Holiday and Time Schedule links have been combined into the single Schedules link. Additional blacklist options and recurrence criteria have been added.
• Interrogation FAC’s – these feature access codes have been added so a user can dial the relevant FAC to obtain the current status and destination of Call Forwarding Always, Call Forwarding Busy, Call Forwarding No Answer and Call forwarding Not Reachable.
• Missed Calls Display synchronisation – this feature rectifies the missed call display with Shared Call Appearance. If a call has been answered on any phone that is configured with Shared Call Appearance a missed call log now will not be displayed on the other phones Shared Call Appearance. (Please note that the logging of the missed calls on the phones is subject to the implementation of upgraded CPE firmware, available late 2011.)
• Selective Call Forwarding enhancements – this feature enhances the existing service by adding, support for blacklists, calendaring (holiday) and activation and deactivation feature access codes. The feature extends the enhancement to a number of other features.
• Selective call Rejection Block Forwarded Calls enhancements – this feature adds a new criterion that allows a user to block incoming calls that had been previously forwarded. Screening previously forwarded calls can now be scheduled for a specified time.
• Add Selective Criteria to Simultaneous Ring – this enhancement adds selective criteria to trigger the service for Personal Simultaneous Ring.
• Voice Mail Retrieval FAC – this feature introduces a new Voice Mail retrieval FAC, which when dialled will automatically connect the user to their Voice Mail retrieval menu
• Sending calls directly to Voicemail – The functionality of the *62 Feature Access Code (FAC) has changed under Release 17. If you want to transfer a call to voicemail, the *62 FAC will no longer be used, instead we are now using the *55 FAC. On upgrade to R17 these changes have already been made for any call centre with FAC *62 previously set for sending calls to voicemail. Any new Call Centres a CGA creates must now use the FAC (*55) for sending calls to voice mail.
• Removal of the re-presentation timer in call centres – this timer controlled how often the TIPT platform would check to see if any agents were available to send calls to, previously this was set to 30 seconds. This timer has been removed so that the platform now continuously monitors agent status, and hence can deliver a queued call to an agent as soon as they become available rather than waiting for the next 30 second interval to expire.;

Note: Receptionists who are assigned to a call centre will observe a change in behaviour where they have also enabled the ‘Call Waiting’ and ‘Bounce Call’ features to enable them to answer multiple incoming calls at once. In this scenario an un-answered call to the receptionist will be bounced back to the queue, however, as they have call waiting enabled and hence are available to the call centre, the call will be represented back to the receptionist without the previously observed 30 second delay.

The following documents provide an update for End Users and Customer Administrators showing the key differences in Release 17:

Customer Administrator Release 17 Delta Training Update (PDF, 1.81MB)

End User Release 17 Delta Training Update (PDF, 869kB)