Frequently Asked Questions

Below are some commonly asked questions and answers

Q: What are the components I need?
A: There are two base pieces to a BOC build out, the BOC Connector and the BOC Client.  You will need a dedicated Windows server (2003 or better) to run the BOC Connector.  You will also need access to a Microsoft SQL server.  You may use the free Microsoft SQL Express running on the BOC Connector server in smaller environments.

Recommended: For optimal usage, we recommend the BOC Client for each user with a phone and a computer within your organization.

Recommended Specs

Supported Windows Client Operating Systems


Q: Will this program impact my phone server?
A: Unlike most of our competitors, BOC uses a middleware piece we call the BOC Connector. The end user client does not talk directly to the phone server. With most deployments, there is only ever one connection made to the phone server, not one per receptionist or user. This allows us to scale much larger, without any more impact on your phone server.  In a Cisco Call Manager environment, our Connector can even be directed at the subscriber with only an imperceptible reduction in performance.


Q: Does the client have a full 64 bit version?
A. Yes. The client does not talk directly to the phone server.  Therefore our client is not dependent upon the TAPI service provider being supported on the client operating system.  That gives us a huge advantage over the competition, since our program runs like you'd expect on today's modern computers, without having to run in emulation mode. Windows 7 64bit, no problem!


Q: Does BOC answer calls instead of the phone?
A: Absolutely not. We are not a softphone or phone system.  At any time you can switch between BOC, your phone, or a headset midstream in any call. They are all completely interchangeable with 100% functionality at any point during the call. We merely "observe and report". We function very much like a smart remote control for phone.  We don't not take any function away from your phone server.  You do not have to make a conscious choice on how you will answer the phone.


Q.  Can I run the connector service in a virtual environment such as VMware?
A. Yes, in fact that is our preferred method of installation. VMWare and others have the ability to deploy and maintain a high availability installation resilient to hardware failure and excessive machine loads.  In addition, the virtual machine will not suffer from the hardware/driver incompatibility issues that are possible in a physical deployment.


Q.  Can the client be run in Terminal Services or Citrix?
A. Yes. Since we don't answer the phone or make any sort of direct connection to the phone serer, these environments work fine with our client.   Our client is relatively lightweight and will not significantly impact a terminal server performance.


Q.  How many phones will BOC be able to monitor and control?
A.  That largely depends on the landscape of your organization, size of your phone server, and power of the connector server.  We haven't hit any limit yet, in fact, many customers have over 7500 phones running on a minimum single processor connector.


Q.  Do I have to scroll to find users, and what happens when another call comes in?
A. Simply put, the screen will not refresh during a call transfer causing you to lose your place or worse, the call.  BOC offers fast searching, globally across all phones, on name or extension all from a single box. When another call comes in, we won't alter your existing search or navigation. We are built to be easy to use. For example, there are 10 different ways to transfer a call with BOC (5 attended and 5 blind transfer methods).  In short, without any training a user can transfer a call.  There is almost no wrong way to do it.

 

 

Q.  What is the BOC Hybrid Tapi Mode?
A.  We recommend using BOC Hybrid Tapi Mode for any operators who's primary job it is to answer and redirect calls.  To use it, you install the phone system TSP driver on the client workstation just as you would on the connector server.  Then in the BOC client settings you check the box to enable Hybrid Tapi mode.  This option tells the client to retrieve the call information from the phone system directly, rather than the SQL server, which increases the performance of the client dramatically.  In many cases BOC will display and incoming call a split second before the phone even rings.

 

 

Q.  Does Bridge Operator Console Support Hosted / Multi Tenant Configurations?
A.  Yes BOC fits nicely in these situations.  We will properly observe partition information and can correctly deal with extension overlap as is common in a multi-tenant scenario.  Our software will preserve the unique identity of each tenant and secure one tenant from viewing another. We do not require a common partition across tenants.

 

 

Q.  What sort of companies are currently running BOC?
A.  Small, medium, and large companies are all currently benefiting from BOC.  We are deployed in hospitals, car dealers, banks, universities, school districts, municipal governments, law firms, professional sports franchises, manufactures and many other industries.

 

 

Q.  Does Bridge Operator Console Require Java?
A.  No, Bridge Operator Console does not require Java.  As you know in the world of computer viruses Java is becoming one of the most exploited avenues to infect today's PCs.  The following Cisco blog details some of the growing threats exposed in this area.
Click here

 

 

Q.  Which phones support text messaging and paging via Bridge Operator Console?
A.  The information about which phones and firmware version support the text and voice paging features can be found here.
Supported Phones

 

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