
• Record online on associated entity
• Status of calls routed to operator
• Store and number redial
• Synchronized multinode routing (entity)
• Time and date display
• Transfer with/without announcement
• Trunk allotting with barring
• VIP telephone monitoring
Attendant Positions
• Greeting attendant on IP Touch 8 and 9 series
• PC based IP attendant
• Advanced Attendant Operator 4059
- IP Touch phones for audio (8 or 9 series)
- Multifunctional keyboard
Integrated Greeting
• Integrated automated attendant
• Personal automated assistant with context-
sensitive greeting
• Synchronized greeting message
Voice and Fax Mail
• Automated attendant
• Call transfer
• Direct reply on receipt message
• Extended recording and playback control
function
• Fax broadcast, on demand, overflow,
store and forward
• General distribution lists
• Greeting message according to user status
• Immediate or supervised transfers
• Message acknowledgment
• Message attributes: urgent, normal, private
• Message notification via light, display,
dialing tone, voice prompt, outgoing
• Multilanguage
• Multi-user password
• Networking protocols: IMAP4, VPIM,
Octelnet and Amis
• Private distribution lists
• Record online
• Shared mailbox: home, guest, and assistant
mailbox
• User-friendly interface on Reflexes telephones
via softkeys or via PC-client visual messenger
• Voice message attached to a fax
• Voice and DTMF forms
• Web access to voice and fax messages
• Alcatel-Lucent 4645: Embedded software-
based voice mail for small/medium sites
(branch autonomy)
Alcatel-Lucent OmniPCX Enterprise
OmniTouch Contact Center Standard
Edition
• Active matrix call distribution
• Call flow based on pilot
• Skill- and cost-based distribution
• Conditional pilot overflow on voice mail
• Look ahead call routing
• Pilot forwarding to other pilot
• Pilot routing to waiting queue according
to priority
• Routing time schedule
• Types of queues: waiting, help and dissuasion
• Virtual pilot
• Intelligent routing
• Outbound call management
• Direct agent call management
• Remaining wait time announcement
• Integration with outbound campaign
management
• Native integration with IVR
V
oice guidance
• External voices guides
• Synchronized internal voices guides
• Storage from audio station or Reflexes
telephone
Agent features
• Administrative withdrawal
• Agent break
• Agent direct call with statistics
• Agent can belong to different groups
• Digital recording IP and TDM (DR-Link)
• CCA applications: Reflexes telephone
on toolbar providing personal statistics
• Group selection: fixed head, cyclic,
longest idle time
• Free sitting agent position
• Help supervisor
• Home agent with analog telephone
or Reflexes telephone
• Logon/logoff
• Open or close pilot from agent position
• Personal call barring
• Suspension of group waiting queues
• Transaction code
• Wrap-up (automatic or manual)
Supervision and statistics
• Alarm handling
• Call level information
• Customizable alarms
• Customizable reports
• Detailed communication reports
• Reports based on communication events
• Discrete call listening for supervisor
• Microsoft Excel-based statistics and reporting
• Export of communication reports (ASCII files)
• Free sitting supervisor position
• Full Windows user interface
• Native Windows management look and feel
• Predefined reports
• Real-time service level per pilot
• Real-time statistics
• Statistics compilation and archive (FTP)
• Wallboard display control
Alcatel-Lucent OmniPCX Enterprise
OmniTouch Contact Center Premium
Edition
Segmented media distribution
• Visual CC user interface reuse of
popular/patented CCS matrix concepts
• Visual CC Windows Explorer drag-and-drop
configuration capabilities
• Blended email and voice routing and
distribution
• Contact flow based on type of service
qualification
• Contact segmentation based on qualification
• Visual IVR call prompting with DB lookup
• Visual IVR embedded reusing OmniPCX
resources, no additional hardware
• Visual IVR navigator icon selected from
Visual CC user interface toolbar
• Visual IVR script creation via drag-and-drop
icons
• Optional integration with full-featured IVRs
• Email auto-acknowledgment and redirection
• Email keyword classification
• Email backlog and work-bin management
• Skill- and cost-based resource distribution
• Contact queue management: waiting,
dissuasion, overflow
• Conditional overflow defined by contact
center activity
• Estimated waiting time information with
options
• Look ahead contact routing
• Multistage queuing
• Multilevel prioritized queuing
• Multimedia group, queue and agent selection
• Scheduled time-of-day routing
• Outbound call management
• Integration with outbound campaign
management
5Alcatel-Lucent OmniPCX Enterprise Communication Server
Commentaires sur ces manuels