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Avaya IP Office SoftConsole
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SoftConsole is the PC based Windows Operator
Console for IP Office. SoftConsole has been designed to improve operator service
by providing the operator with call information and available call actions to
simplify call handling and give the appropriate response to the caller. With
this easy to use software tool the operator can maintain visibility of the
number and type of calls waiting and so ensure that clients are greeted in a
professional manner. SoftConsole has a similar look and feel to the Phone Manger
application and can be minimized in the Windows system tray when not in use, but
will pop up on the screen when a call is received.
SoftConsole has been designed to be easy to use, while offering a look and feel,
which will appeal to experienced and novice operators alike.
The SoftConsole screen is divided into the following areas:
Commands and actions are available through menus. Some features can
only be used when the right conditions.
If they are not available, the feature
will be "grayed out" until conditions change that allow the feature to be used.
The following features are available on the tool bar:
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New call. |
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Answer call. |
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Hold call. |
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Transfer call. |
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Transfer complete. |
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Reattempt transfer. |
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Record call. |
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Compact view. |
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Dial Pad. |
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Access conference room 1. |
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Access conference room 2. |
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Options. |
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Call Details Panel |
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The call details panel on the left shows details of the current
call which will include the following information:
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Calling Name
The system directory name associated with the calling
number. |
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Calling Number
The telephone number of the call originator. |
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Called Name
The system user name or hunt group name associated with the
called number. |
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Called Number
The extension number the incoming call has been routed to by
the system. |
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Call Status
States the progress of a call. The border around the call
status panel changes color to indicate the status of the
call. |
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Call Duration
The length of time that the has been in the state as
indicated by the Call Status |
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Notes
This area displays notes or information about the call i.e.
when a call has been returned as there was no answer from
the extension it was transferred to. If annotation is
attached to the call, details are shown in the Notes area. |
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If a new call arrives, the call details panel will display the calls waiting to
alert the operator and allow answering of the call based on the Caller ID.
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Directory
Panel
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The directory panel on the right shows information on following:
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Directory entries
Including IP Office users, hunt groups and external directory user (non
IP Office extensions) |
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Single directory entry details
Including IP Office users, hunt groups and external directory user (non
IP Office user). |
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Script
When a script has been configured for either the calling or called
number, the script is displayed in this panel. For example, an operator
may be answering calls on behalf of more than one company. To ensure the
call is answered with the correct company name a script file can be
created with the company name details. The script is displayed whenever
a call is received for that company. |
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Conferencing
Within SoftConsole, calls can be conferenced when held, or a conference
can be created through the two conference rooms: |
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Conference Held Calls
An operator can conference calls that are in the Held Panel. All calls
in the Held Panel will be conferenced. |
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Conference Room
An operator can configure up to two conference rooms including details
on who is hosting the conference plus the ability to send out invites to
conference participants (automatic invites can be generated in
conjunction with VoiceMail Pro, see IP Office Conferencing Center for
more details). SoftConsole gives the operator visual status of calls in
the conference room: |
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Not
Invited. |
Invited. |
Joined. |
Declined. |
Unavailable. |
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Queue Panel
The queue panel displays a bar graph of the number and the status of
external calls held in a particular queue. Up to 8 Call queues can be
configured and labeled to reflect incoming calls for specific hunt
groups. |
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Held Calls Panel
The held call panel enables the operator to manage all calls held at the
operator station. These calls will appear as a list in panel. The
operator can perform the following the functions: Answer the highlighted
held call, Answer the longest held call, Conference held calls (see
conferencing section above) or Transfer held call. |
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BLF Panel (Busy Lamp Field Panel)
The BLF panel displays icons to indicate the status of selected users.
Each icon provides information on individual users such as: Unread
'User' voicemail messages, User status information, for example Busy,
DND and Forwarded is indicated by the various icons used. Up to 10 tabs
with 100 icons on each tab are supported. |
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Park Slot Panel
The park slot panel can contain up to 16 system-wide park slots with
specific Park ID's for each slot. |
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Call History
SoftConsole's call history keeps a combined record of up to 100
(incoming, outgoing and missed) calls while the application is active
Double-clicking any logged call dials that number. |
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