Operators
are able to utilize the PC's memory and speed to quickly
process a high volume of phone system traffic. The look
and feel of a telephone instrument on the video display
provides a familiar setting for attendant operation of the
switchboard features. A matching digital station on the
desk beside the PC remains functional at all times. Calls
may be placed or received through any combination of keyboard,
mouse, and station button commands. An added benefit to
such a high level of redundancy is the continued operation
of attendant console operations through service interruptions
that could occur within the PC environment.
The PC attendant console consists of a customer supplied
IBM-compatible personal computer (PC), Microsoft Windows*
95 or NT software, a Toshiba provided digital telephone
with PC interface (RPCI), and the Ultimate! Communicator
Software.
All Strata* DK systems can support the Ultimate! PC Attendant
Console. Ultimate! Communicator software is designed to
be used with other applications in a multipurpose work station
environment. The attendant console software is supplied
as part of a package that includes Sidekick 98 Contact Management
and Ultimate! Personal Call Accounting.
Key Features and Benefits
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Answer/Intercom/Hold:
This button is activated by mouse click or pressing the
keyboard enter key. It answers ringing calls, places callers
on hold, and accesses the intercom for outgoing calls.
The proper function is selected automatically by system
software.
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Attendant
Call Statistics: Extensive data is collected about
call activity on the console. Incoming information included
is ring duration, line identification, talk time, and
hold time. Outgoing information includes line identification,
dialed number, talk time, hold time, and estimated cost
for the call.
-
Attendant
Reports: More than 50 reports can be generated from
the Personal Call Accounting package included with Ultimate!
Communicator. A focus can be placed on ring times, hold
times, recalls and transfer destination activity. Attention
to call costs, line or trunk call handling capacity, numbers
dialed, and busy studies are all standard.
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Automated
Multitasking Operation: While working in another Windows
program, like a word processing program, the Ultimate!
Communicator can be customized to automatically come to
the front of the screen to answer an incoming call and
after releasing the call the Communicator will automatically
bring the document back to the foreground or focus.
-
Busy
Station Messaging: This feature becomes available
when the attendant dials a busy extension. Selecting Send
Message allows a message to be typed for display on the
LCD of the busy extension. The called station may respond
by typing a message of its own for transmission to the
console display. Each displayed message is accompanied
by an alert tone at the receiving station.
-
Cancel
Button: Use of this key on the PC keyboard retrieves
the last transferred caller, if still ringing a destination
station. The console operator may then select alternative
routing for the caller.
-
Descriptive Call Status Display: All calls displayed
on the console indicate status through the printed words
Hold, I-Hold, X-Hold, Ring, I-Ring, and Recall. Colors
are used to help discriminate without adding confusion.
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Digitized
Audio Greetings: Company greetings may be played for
the caller automatically when the call is answered. Operators
appreciate this feature most in high traffic environments
where the constant repetition of greetings becomes stressful.
The PC needs to be connected to the accompanying digital
station through an optional audio interface.
-
E-mail
Messaging: In addition to standard message light activation
and voice mail transfers, the console operator may enter
e-mail messages on the Sidekick 98 built in word processor
and direct them to anyone in the e-mail directory. The
e-mail button, on the console, is a hot link to this service.
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Enhanced
DSS/BLF Display: The Strata* DK phone system now allows
hundreds of directory numbers to be implemented in a given
configuration. A traditional DSS console would require
an equal number of buttons to utilize this enhanced feature.
Ultimate! Communicator displays the busy status of 1,000
directory numbers with a single mouse click, and the status
of 10,000 numbers with two clicks. One additional mouse
click is all that is required to initiate a call transfer.
-
Handicapped
Accessibility: Ultimate! Communicator is designed
to accommodate operators with physical disabilities. Extra
features have been added for those with an inability to
speak or control their hands.
-
Name or Number Dialing: The operator can call anyone
listed in the 10,000 number dial directory by typing their
name. This can be internal stations, external numbers
or system features. The directory is searched as characters
are entered until a match is found. If several entries
match, the up and down arrows allow a specific choice
to be made.
-
Reminder
Notes Current Status: The attendant will see reminder
notes for any trunks, primary or secondary directory numbers
or any feature keys in the 60-button display area. For
trunks and directory numbers the message can be a temporary
status informational note like who the attendant may have
parked on a certain line or extension or how long someone
has been on a call.
-
Reminder Notes for Longer Term Status: This field
is for an extended status change like "On vacation till
12/31/97". This note will automatically display when the
mouse pointer is resting on the extension button where
the information was entered.
-
Transfer
Direct to Voice Mailbox: The console operator has
a Voice Mail button to transfer callers directly to a
voice mailbox. If the button is pressed following a station
transfer recall, the caller will automatically be directed
to the station user's voice mailbox. Otherwise, the operator
will be prompted for a mailbox or extension selection.
*
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