© 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