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Avaya designs and manufactures a complete line of equipment for traditional office Telecommunications applications, as well as enterprise-grade IP telephony applications. For the IP office, Avaya produces SoftConsole, which is a Windows-based application that provides management and flexibility for attendant use.
Features of the IP Office SoftConsole include:
- Caller id/name display: the ability to read the name and number of the calling party so that the appropriate greeting and/or call handling decision can be made before answering
- Multiple operator profiles: In businesses where more than one person operates the console throughout the day, this option will allow each person to activate their profile so that personal customizations keep them working more productively
- Script files: this enables the operator to answer calls for more than one company. Especially attractive for smaller businesses, this feature acts on either the calling or called number, and alerts the operator on the proper treatment for a call.
- C onference capability: This feature allows the operator to place multiple callers in a conference call.
- Visibility of employee activity: SoftConsole also includes a busy lamp field, where an employee can indicate their status across any of the system's connected locations. Further, for an inbound call with no intended destination, the Operator can quickly determine which employees are available to accept an inbound call. With the Microsoft Live Communications Server online, users can view an employee's status and presence online, enabling online/offline/away/IM capability as well.
- Ease of Parking: Calls can also be parked using familiar "drag & drop" Windows functions.
In summary, Avaya IP for the Office software allows users to effectively manage inbound call attempts in a variety of ways from a location from a single operator console.
For more information, Avaya's website is Avaya.com.
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