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Local Area Networks (LAN)
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Testimony
Customer Portal
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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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Access
conference room 1. |
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Access
conference room 2. |
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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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Status Bar
This Shows current status of the system and is divided into four
sections that display current connection status, current Profile
name, information messages and The number of new voice mail messages
for the operator. Information messages include any alarm conditions
that are present within the system. |
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