Benefits ADD UP, Integrated Presence | Nortel Networks 1000 specification

Screen-Based Console for Nortel’s CS1000

THE BENEFITS ADD UP

Fast, precise answering and efficient call transfer

Operators can pre-record their own messages for consistent and accurate greeting of all calls

Call handling times are shortened and higher volumes of calls are processed, improving service

Improve call transfer success by checking staff availablility

Choice of greeting according to incoming call identity key or time of day

Alternative searches and contacts ensure callers are always connected to the most appropriate person to assist them

Minimal training is needed for even temporary operators to become proficient

Combine call handling with office applications improving operator productivity and desk space

Assess call patterns and staffing requirements

Flexibility to answer calls in order of priority

Provide VIP service to valued customers with Do-not-Disturb and Alarm Call features

Save costs and prevent misuse by restricting phone permission

CLEAR, INTUITIVE, EASY TO USE

Intuition’s clear, Windows-based layout is so easy to use that operators become proficient very quickly, reducing training time. Intuition clearly displays how many callers are in the queue and warns when thresholds are exceeded, so corrective action can be taken before business is adversely impacted.

An operator is instantly alerted to an incoming call by a screen pop-up and screen prompts then guide the operator how to answer the call according to its source and the number dialed.

LOCATE THE RIGHT CONTACT, FIRST TIME, EVERYTIME

By typing just a few letters of a first name or last name, Intuition starts a speed search that will bring up closest matches within 1-2 seconds, cutting caller waiting times dramatically. This directory of contacts can be integrated with existing databases, increasing the search criteria and ensuring that data is consistent and up-to-date across the organisation.

Operators can also search customised web-pages containing organisational information and click- to-dial links which enable them to respond quickly to enquiries and build customer confidence.

INTEGRATED PRESENCE

When the operator performs a search a status icon or ‘busy lamp field’ is displayed indicating the status of the extension so that the operator can see if the person is on the phone or able to take the call. Alternatively, Intuition integrates with Microsoft Office Communications Server which indicates a person’s presence status next to their name in the console database.

This live presence information means operators can choose the best method in which to contact a person and deal with the call to ensure the transfer is successful. If the contact is out of the office the operator can select the mobile icon to transfer to their mobile or transfer the caller to an available person from the same department.

Operators can also check a person's calendar to see when they are free, or choose to send an email or Instant Message from the console to the contact to advise them that a call is waiting or the callers details so that they can return the call.

Embedding these tools into the console removes the need to swap applications and keep the caller on hold, which improves productivity whilst allowing operators to be more responsive to callers and staff.