FAQs

FAQs

Questions

  • Q1: We’ve switched to Voice-over-IP (VoIP). Can we integrate cycos mrs into our VoIP environment too?
  • Q2: We use telecommunication systems of different makes (a heterogeneous communications infrastructure). Is network-wide integration of cycos mrs possible?
  • Q3: Our employees work with MS Outlook. Can the messaging and telephony functions be integrated into MS Outlook or does a separate application have to be installed for this?
  • Q4: Our employees work with Lotus Notes. Can the messaging and telephony functions be integrated into Lotus Notes or does a separate application have to be installed for this?
  • Q5: Our company works with SAP. Can the mrs functions be integrated into SAP?
  • Q6: We’d like to remain flexible in the way we set up our workstations. Is it possible to configure different messaging functions for each workstation or does there have to be a uniform range of functions throughout the entire system?
  • Q7: CTI is currently of interest to us but, later on, we’d like to add messaging and routing functions to this functionality. Is that possible or does a completely new system have to be installed and implemented?
  • Q8: We see in Unified Communications an important element for optimizing processes – but not in its entirety for every employee. Can the software be configured in such a way that specific functions are provided for specific users (e.g. mobility functions for employees in the field, CTI for office employees)?
  • Q9: We’re already using an ACD automatic call-distribution solution from the manufacturer of our telecommunication system, but other communications media (fax, email, text messaging (SMS) are gaining more and more in significance. Can we expand our existing ACD solution with cycos mrs AMD (Automatic Message Distribution) functions?
  • Q10: What is the difference between mrs and mrs Vanguard?

Answers

To Q1 (We’ve switched to Voice-over-IP (VoIP). Can we integrate cycos mrs into our VoIP environment too?):
Yes, because cycos mrs supports numerous protocols and standards. The following VoIP-relevant protocols and interfaces are supported by cycos mrs:
SIP
H323/H450
Wave Driver-TAPI Combination
T38, T30 Softfax
cycos mrs can even be used in the migration phase and also, generally, in a heterogeneous VoIP and TDM environment. This can be of great advantage, especially during the migration phase or when companies are merged.

To Q2 (We use telecommunication systems of different makes (a heterogeneous communications infrastructure). Is network-wide integration of cycos mrs possible?):
cycos mrs supports a broad spectrum of classic phone systems and Voice-over-IP systems. Compatibility extends across the products of almost all leading manufacturers:

  • Siemens
  • Alcatel
  • Avaya Tenovis (as well as the predecessor brands Avaya and Tenovis)
  • Cisco
  • Ericsson
  • Innovaphone
  • Nortel
  • Detewe
  • Deutsche Telekom
  • Nexspan
  • Philips
  • ASCOM


cycos mrs supports the following PBX/ISDN protocols and interfaces:

  • ISDN: EDSS, QSIG, NI-1, 4ESS, 5ESS
  • VoIP: SIP, H323/H450, Wave Driver-TAPI Combination, T38, T30 Softfax
  • CTI : CSTA, TAPI, TSAPi

To Q3 (Our employees work with MS Outlook. Can the messaging and telephony functions be integrated into MS Outlook or does a separate application have to be installed for this?):
Yes, they can. cycos mrs supports numerous protocols and interfaces for email and client servers. These include:

  • Client servers: IMAP4, POP3
  • Email: SMTP
  • APls: File Sharing, XML/SOAP, SAP ICI, MAPl, Notes APl

cycos mrs offers the option of integrating ergonomic and functional extensions into the MS Outlook working environment.

To Q4 (Our employees work with Lotus Notes. Can the messaging and telephony functions be integrated into Lotus Notes or does a separate application have to be installed for this?):
Yes, they can. cycos mrs supports numerous protocols and interfaces for email and client servers. These include:

  • Client servers: IMAP4, POP3
  • Email: SMTP
  • APls: File Sharing, XML/SOAP, SAP ICI, MAPl, Notes APl

cycos mrs offers the option of integrating ergonomic and functional extensions into the Lotus Notes working environment.

To Q5 (Our company works with SAP. Can the mrs functions be integrated into SAP?):
Yes, our solutions have been extensively certified by SAP. Directly integrated into SAP R/3, the mySAP Business Suite, mySAP CRM or the mySAP Interaction Center, our messaging components fax, voice mail, email and text messaging (SMS), the powerful CTI module and the cycos Multimedia Contact Center make for perfect transparency in communications.
They turn existing SAP systems into high-performance communications centers, and automate and streamline a large number of what were previously time-consuming procedures and activities.

  • Control of all communications (fax, voice, text messaging(SMS), email) via the SAP interface you are accustomed to
  • Sending/receiving faxes/text messages (SMS) (from SAPoffice, SAP R/3 Mail)
  • Support of the SAP R/3 forms generator
  • Receiving/creating voice mails
  • Workflow-driven, automated message dispatch directly from transactions
  • Initiating workflows when messages or calls come in
  • CTI for inbound and outbound activities: automatic caller identification with customer-/supplier-data popup, click to dial, callback function, log entries etc.
  • Comprehensive statistics and reporting functions
  • Complete multichannel contact center functionality in SAP R/3 and mySAP CRM Interaction Center (IC Web Client and Win Client)
  • Fully automatic call and message distribution (ACD, AMD)
  • Interactive Voice Response and “automated attendant”
  • Campaign support for outbound activities
  • Real-time monitoring
  • Sophisticated text-messaging solution for automated information or querying
  • And much more…

To Q6 (We’d like to remain flexible in the way we set up our workstations. Is it possible to configure different messaging functions for each workstation or does there have to be a uniform range of functions throughout the entire system?):
cycos mrs is modular in design and has followed this modularity right through to the level of user administration. Messaging functions can be configured very flexibly.

To Q7 (CTI is currently of interest to us but, later on, we’d like to add messaging and routing functions to this functionality. Is that possible or does a completely new system need to be installed and implemented?):
cycos mrs is modular and offers highly flexible functionality and scalability in heterogeneous ICT environments. This has been confirmed to us by our partners and independent sources, such as ComConsult, in various studies. For this reason, there is no problem in licensing and providing messaging and routing functions at a later point in time.

To Q8 (We see in Unified Communications an important element for optimizing processes – but not in its entirety for every employee. Can the software be configured in such a way that specific functions are provided for specific users (e.g. mobility functions for employees in the field, CTI for office employees)?):
cycos mrs is modular and offers highly flexible functionality and scalability in heterogeneous ICT environments. This has been confirmed to us by our partners and independent sources, such as ComConsult, in various studies. For this reason, there is no problem in licensing and providing further functions at a later point in time.

To Q9 (We’re already using an ACD automatic call-distribution solution from the manufacturer of our telecommunication system, but other communications media (fax, email, text messaging (SMS)) are gaining more and more in significance. Can we expand our existing ACD solution with cycos mrs AMD (Automatic Message Distribution) functions?):
Yes, that’s possible in the majority of cases because cycos mrs is modular and offers a high degree of flexibility. This has been confirmed to us by our partners and independent sources, such as ComConsult, in various studies. Compatibility extends across the products of almost all leading manufacturers:

  • Siemens
  • Alcatel
  • Avaya Tenovis (as well as the predecessor brands Avaya and Tenovis)
  • Cisco
  • Ericsson
  • Innovaphone
  • Nortel
  • Detewe
  • Deutsche Telekom
  • Nexspan
  • Philips
  • ASCOM

To Q10 (What is the difference between mrs and mrs Vanguard?):

mrs Vanguard is the most recent version of mrs. Enhancements and new functions in the areas of collaboration and conferencing make mrs Vanguard the most comprehensive single software suite on the Unified Communications market.