© Aastra - 2010ASE/APP/PLM/0100/0/1/EN
Solidus eCare™ and Contact Management Suite
Attendant in the Contact Center
© Aastra - 20102010-07-13 Attendant in Contact Center 2
Vertical Applications
Contact Center
The central point of any organization from which all customer contacts are managed.
AttendantAttendant or "receptionist" is attributed to the person who is specifically employed by an organization to receive or greet any visitors, patients, or clients and answer telephone calls.
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Attendant as part of the Contact Center
Contact Center
Attendant
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Solidus eCare™ Attendant Configuration
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Scenario Attendant in the Contact Center
Incoming calls to operator starts NOW client and call information is presented
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Scenario Attendant in the Contact Center
The agent / operator answers and looking at CMG directory and transfer the call to extension 1205
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Scenario Attendant in the Contact Center
Feedback on no answer after configurable time.Reason is presented to the operator.
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Call handling
”Receptionist” / attendant / operator transfer
• Call Presentation• Answer Call• Hang-up Call• Transfer Call• Directory Search
Recall
CDR events
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System architecture
CMG SeC
DM
NOW PBX adapter for seC
NOW
MX-ONE
DDE
Op SG
ReQueue
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Senario Customer Calling Bank
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Attendant in Contact Center Licensing
Agent license in Solidus eCare
DDE/COM license
Additional Call control
Requires CMG 7.5 standard package