Automated attendant (AA)
The automated attendant allows to welcome correspondents 24 hours a day. It represents a valuable help for operators in peak times, by automatically connecting correspondents to the right service. Information such as opening hours or promotions can be broadcast.
Customized main menu with 2 levels of 10 choices per level, with Hard disk.
Available choices:
- Free dialing (the caller is asked to enter an internal extension number),
- Transfer to extension (the caller is connected to a pre-defined extension number),
- Transfer to operator,
- Information message,
- Leave a message (the caller is asked to enter a mailbox number),
- Mailbox (the caller is connected to a pre-defined mailbox),
- General mailbox,
- Call release (the application plays the “Good bye” announcement –customizable- and releases the call),
- Submenu (the submenu can offer another 10 choices –digits 0 to 9- assigned respectively to one previously described function, except to submenu one).
Multiple Automated Attendant (MLAA)
The Multiple Automated Attendant offers a standard AA with in addition new features and enhancements like:
- Multi-language management: up to 4 possible languages,
- Same tree is declined in up to 4 languages,
- Up to 5 different trees,
- 5 different Automated Attendants for the system,
- 3 levels with 10 choices per tree,
- Routing of calls to the AA based on DDI and/or CLI.
Architecture of 1 tree
Call Center
The Alcatel-Lucent OmniTouch Call Center Office offers a professional solution for managing distribution of incoming calls. It allows every call to be immediately and efficiently connected to the most appropriate person or service.
It delivers advanced call queuing and call routing functions, to optimize management of a large flow of incoming calls and at the same time protect the quality of service for the caller. The Alcatel-Lucent OmniTouch Call Center Office is particularly easy to install, configure and use, thanks to its intuitive graphic user interfaces.
This solutions targets not only small voice oriented call centers, but also services with enhanced welcome needs.
A complete set of applications is included:
- the Agent Assistant, a desktop application for the agent enhancing his efficiency,
- the Supervisor Console, providing real-time monitoring and allowing the supervisor to overview service levels and traffic,
- the Statistics Manager, an application dedicated to post-processing of traffic and call information stored in the system.
Voice mail
Alcatel-Lucent OmniPCX Office Voice Mail is embedded in the system. A voice mail box is automatically installed by the system on each Alcatel-Lucent set and the user just has to enter a username and a password. Remote connections to voice mail are possible because OmniPCX Office supports the VPS protocol.
Features
- Automatic mailbox creation at system setup for every user,
- Automatic creation of voice mail key on the set,
- Automatic transfer to mail box on no reply or busy,
- Message management,
- Display of the list of all messages,
- Scroll message: ability to go directly to a message in the list,
- No predefined rank to read the message left,
- Ability to skip or delete the messages before the end of listening,
- CLI-based call back: caller’s recall without dialing,
- Ability to send a copy of the message.
- Record on line,
- Conversation is stored in the voice mail box,
- Subject to software key and system management authorization user by user (Hard disk required).
- Screening,
- Ability to listen to a person leaving a message on voice mail,
- Possibility to hook off and talk to the person meanwhile.
- Mailbox user interface.
- Silent mode, mixed mode or voice guidance mode.
Voice mail capacity
The Alcatel-Lucent OmniPCX Office includes a voice mail with 2 ports and 60 min voice mail storage (except on First communication Suite).
This capacity is fine for a maximum of 30 users with a standard use (2 min recording per user).
The voice mail capacity and ports can evolve with the customer needs and provides the following capacity :
- Up to 8 ports
- 4 hours voice mail storage require a XMem 128 or a Hard Disk
- 8 hours voice mail storage require a Hard Disk
- 200 hours voice mail storage require a Hard Disk