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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.
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.
