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Avaya Softconsole

The Avaya IP500 Operator Console is designed to enable fast and efficient call handling for busy receptionists and telephonists.

The operator can prioritise calls and respond to callers according to who they are and/or what service they require.

avaya-softconsole

Softconsole Operators have full visibility of calls waiting to ensure that clients are greeted in a professional manner, enhancing the image of the company.

SoftConsole has many options available to the telephonist to personalise look and feel and tailor usability to meet personal preferences.

Avaya Soft Console Overview

Features include

Login – Save Profile – New Call – Answer Call – Hold Call – Transfer Call – Transfer Complete – Reattempt Transfer – Conference – Hang Up – Page – Record Call – Compact View – Dial Pad – Access Conference Room 1 – Access Conference Room 2

Call Detail Panel

The call details panel on the left shows information relating to the current call with:

  • Calling Name – The name (text) within the IP500 system directory associated with the calling number
  • Calling Number – The telephone number of the call originator.
  • Called Name – The user name or hunt group name associated with the called number.
  • Called Number – The original extension number the incoming call was directed to.
  • Calls Waiting – When new calls arrive, their details are displayed and the operator can prioritise which calls to place on hold and which to answer.
  • Call Status – The progress of a call. The border around the call status panel changes color to indicate the status of the call.
  • Call Duration – The length of time that the call has been in a particular Call Status
  • Notes – Display notes or information about the call. For example when a call has been returned unanswered from an extension. Annotations can be attached to the call and these are shown in the Notes area.

 

Directory Panel

Access to the IP500 telephone number directory is provided by the Softconsole directory panel.

  • Directory entries – IP 500 users, hunt groups and external contacts
  • Scripts – Answering scripts can be created and associated with inbound telephone numbers or callers. This is particularly useful when operators answer calls for more than one company.

Conferencing Functions

  • Calls can be conferenced when placed collectively on hold, or a conference can be created via one of two available conference rooms
  • Conferencing Held Calls – The operator can place a number of calls on hold (shown in the held panel) and then conference them together.
  • Conference Rooms – Receptionists can configure up to two conference rooms, displaying details of the original host user with the ability to send out invites to conference participants. Automatic invites can be generated in conjunction with the VoiceMail Pro application.
  • Conference Status – The telephonist is provided with a visual status of the calls within the conference room.

 

Status Panels

  • 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.
  • Held Calls Panel – Enables receptionists to manage calls placed on hold. They appear as a list
  • in the panel. The operator can perform the following the functions: Answer the highlighted held call, Answer the longest call on hold, Conference held calls or Transfer held call to an extension.
  • BLF (Busy Lamp Field) Panel – Displays icons to indicate the status of selected users/extensions. Each icon shows Unread voicemail messages and User status (Busy, Do Not Disturb, Forwarded). Up to 10 tabs with 100 icons on each tab can be displayed.
  • Status Bar – This shows the current status of the IP500 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 waiting for the telephonist. Information messages include any alarm conditions that are present within the system
  • Park Hold Panel – The park hold panel can contain up to 16 system-wide park-hold positions with specific Park ID’s for each one.
  • Call History – The call history keeps a combined record of up to 100 (incoming, outgoing and missed) calls. Double-clicking any logged call will dial that number.

 

Personalisation

SoftConsole has many options available to the operator to personalize the software look and feel.

  • Incoming Calls – The operator can manage the local SoftConsole directory by creating, editing and deleting entries from the selected directory. The receptionist can also associate a script or media file with each specific entry.
  • Queue Mode – The operator can configure the queue window with up to 8 hunt group queues, including a recall queue. Queues can be created, edited and deleted whilst providing the operator with the additional benefit of positioning them in the queue window in order of operator preference. Management by exception enables the operator to set up various alarm thresholds such as the Number of calls in queue and Longest waiting call time. A WAV media file can be associated with an alarm for even further customization.
  • Park Hold – Telephonists can define park hold positions accessible on a system-wide basis up to a maximum of 16. The operator is also able to assign which numbers are used to access each park hold position and where they appear in the park hold panel.
  • BLF Groups – The operator to create and edit BLF (busy lamp field) groups.
  • Door Entry – Receptionists can configure up to two door entries.
  • Directories – Access the local directory, IP Office 500 telephone system directory, and Microsoft Outlook contacts. The operator can map fields to directory entries.
  • Conferencing – Set up the names of the two conference rooms. These will appear on the telephone displays of users in the conference room (maximum of 10 characters).
  • Keyboard Mapping – Assign keyboard short cut keys for SoftConsole functions.
  • Keyboard Actions – Specify the default action when alphabetic or numeric characters are pressed.
  • Alphabetic Keystrokes – Begin directory search or Open call annotation window
  • Numeric Keystrokes – Begin directory search or Open the pop-up dial pad
  • Appearance – Change the appearance of fonts, skins and the call information window colour.

 

Administration

Administration mode enables operators to configure the following settings:

  • Control panel views – The BLF panel, call history panel, held calls panel and park hold panel can be hidden or made visible.
  • Change the Administrator password
  • Edit operator profiles -Each operator can have a personalized profile, which can be configured by the administrator.
  • Create and modify templates – Use three predefined templates, which can be modified, or new templates can be created.
  • Specify the maximum length of call notes -IP Office 500 supports a wide range of different telephone types. These have different display sizes so the operator can define the character length of messages sent to each user according to the type of phone they use.
  • System Tray working – Softconsole can be minimized and left running in the system tray so that it can pop only on received calls.

Take your business communications to the next level with the UK’s most popular Converged VoIP telephone system.

Southern Communications are fully accredited suppliers and installers of Avaya IP500 and Avaya IP Office business phone systems, providing remote diagnostics and field-based phone system support services.

The Avaya IP500 phone system and IP Office Telephone Systems are the UK’s most popular convergence-biased telephone systems. Powerful easy-to-use desktop applications with advanced mobility, conferencing and networking features make the Avaya IP500 first choice for many UK businesses.

Southern Communications have been supplying, installing and supporting Avaya telephone systems since 1999, and are a fully accredited Silver Business Partner for implementation and support of the IP500 and IP Office business telephone systems.

 

 

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