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Receptionist

SoftConsole is the PC based Windows Receptionist solution for IP Office. It can be purchased with the Receptionist user license.

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_ann

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:

Main Menu Bar

Main Menu Bar

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:

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.
Options.
Call Details Panel

calls01

The call details panel on the left shows details of the current call which will include the following information:

Calling Name
The system directory name associated with the calling number.
Calling Number
The telephone number of the call originator.
Called Name
The system user name or hunt group name associated with the called number.
Called Number
The extension number the incoming call has been routed to by the system.
Call Status
States 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 has been in the state as indicated by the Call Status
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.

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.

Directory Panel
Properties Status

The directory panel on the right shows information on following:

Directory entries
Including IP Office users, hunt groups and external directory user (non IP Office extensions)
Single directory entry details
Including IP Office users, hunt groups and external directory user (non IP Office user).
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.

call_with_script

Conferencing
Within SoftConsole, calls can be conferenced when held, or a conference can be created through the two conference rooms:
Conference Held Calls
An operator can conference calls that are in the Held Panel.  All calls in the Held Panel will be conferenced.
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.

Queued Call

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.

held calls

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.

BLF Panel

Park Slot Panel
The park slot panel can contain up to 16 system-wide park slots with specific Park ID's for each slot.
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.

CallHistoryDetails

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.

© 2010 AVAYA
15-601041 Issue 20.f.-
18:14, 25 February 2010
(softconsole.htm)

Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others.

All trademarks identified by (R) or TM are registered trademarks or trademarks respectively of Avaya Inc. All other trademarks are the property of their respective owners.

Last Modified: 16/02/2010