Attendant Console: Optimized Handling of Calls

Oct. 22, 2009 - PRLog -- Munich/Hallbergmoos, October 22 – Users of the unified communications solution “AND Phone” can extend their telephony environment with an attendant console by means of a dedicated attendant software. The user has the possibility to control communications services with an IP phone easily at the computer. An optimized frontend is at the user’s disposal in order to achieve an efficient administration and flexible attendant console extension.

The software “AND Desktop AC” of the Munich-based unified communications specialist ANDTEK offers all relevant functions of a modern attendant console on an easy to use interface.

For example all multiple corporate directories are completely integrated ensuring a quick overview about the user status on the telephone and enabling an easy transferring/forwarding of incoming calls. The solution offers an unlimited number of queues per attendant and it is possible to carry out the most important services on the telephone without using the computer. By means of the software running on all common operating systems it is possible to install attendant consoles also for terminal server environments. Other extensions of the unified communications solution “AND Phone” like e.g. voice recording and company-wide broadcasts can completely be integrated.

The attendant console offers several services allowing flexible display options.

- The queuing service displays all currently incoming phone calls as well as how long callers are queued until someone is available. While callers are waiting in the queue it is possible to play different messages (voice messages or music).
- Via the presence and group service the availability of internal users is always displayed directly on the screen (computer or IP telephone). Moreover it is not only displayed whether users are having an internal or external call. Optionally it is even possible to see the phone number they are talking to at the moment.
- A key feature of attendant consoles is the integration of existing corporate directories and databases (Active Directory, LDAP, databases). Besides integrating typical databases and directories it is also possible to integrate additional directories of the telephone system or Microsoft Exchange directories. By entering only one search term attendants can automatically search in all databases and immediately get the search results of all contacts found and can forward callers directly.
- An automatic fallback is especially important when calls are transferred to busy phones because this ensures that these calls will not be lost but are automatically connected back to the attendant.

Among all these services the user has the possibility to display detailed information about the caller, also a call history with filters to see answered or missed calls as well as personal contacts to create personal directories in a flexible and easy way.

For text copy and pictures please visit http://www.fuchs-pressedienst.de.

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ANDTEK GmbH, founded in the year 2000, is specialized in intelligent and custom-made unified communications applications and additional benefit services. The solutions developed and implemented by ANDTEK support companies of all areas of business in improving communication processes and open up innovative possibilities to use the IP telephony like for example voice recording, presence services or security applications. Among other things ANDTEK's IP communications solutions are predestined for finance companies, public service, health care, trade, industry and judiciary.