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An operator console for the Alcatel-Lucent Rainbow platform
With a host of call handling functionality, your client can ensure their callers are provided with
clear information, supported by in queue options, scheduled callback and more.
Pre-configure a personalised welcome
message for each call queue, allowing the
caller to know they have reached their chosen
department.
Configure personalised in queue messages that
keep callers informed of important information.
Each message can also include up to twelve IVR
keys, which can be used to offer callers a range
of in queue options.
Callers are periodically informed of their current
queue position, enabling them to be comforted,
knowing that they are moving forward in the
queue.
Schedule when queues are in and out of service.
Calls routed to queues that are out of service
can be overflowed to a pre-configured
destination.
Provides callers with the option to hangup but
remain in the queue. The call continues to
progress in the normal manner until it reaches
the front of the queue.
Enables call backs to be scheduled during busy
periods. Time slots are pre-configured by the
system administrator and can be different for
each queue.
The console Includes comprehensive features allowing operators to manage calls in a
professional manner, ensuring callers reach their intended destination as quickly as possible.
A list of queues assigned to the console operator.
Each queue displays its name as well as the
number of calls waiting and number of agents
available. Selecting a queue automatically filters
the calls waiting list to show the calls associated
with the selected queue.
Provides a list of the calls waiting within the
selected queue. Each call displays the caller’s
number and how long the caller has been
waiting. Additionally, each call includes any
call notes that were entered during previous
calls from the same number.
A multi-line call display showing details of the
active calls being handled by the operator. Call
details include the caller’s number, call origin,
call state and duration of the call. Selecting an
active call enables the operator to use the
appropriate call controls to manage the call.
Enables the operator to add and review call
notes for the current active call. Call notes are
visible to all operators, ensuring a callers history
is immediately available when a call arrives.
The console offers several methods for
controlling calls, including call control buttons,
drag and drop, mouse click and a dial pad.
Combined, the call control methods enable
managing calls to be simple and efficient.
The contact directory shows a list of extensions
and other console users. The list can be filtered by
name extension and department. Each contact
listed also includes the contacts status.
Displays a list of call backs that have been
requested by callers while waiting to be answered.
Each scheduled call back shows when the call
back is to be made, the queue from where the call
back was requested and the number of the caller.
Operators can instigate a call back by clicking the
appropriate entry.
With access to Vurella’s ACD queues, console
operators can transfer calls to agent queues by
simply dragging and dropping an active call
to the appropriate destination. Each queue
displays the number of ACD agents available
and even provides details of the expected
wait time.
When selecting an extension from the directory,
the contacts details are displayed in the contact
profile section. Details displayed include the
contacts name, extension, status, email address
and associated departments.
