Reception Console-Small Business and Enterprise

Reception Console-Small Business and Enterprise

Description

The Reception Console is an application that allows Users to control calls, monitor the lines of employees, manage directories and use productivity tools from a PC. It comes in two varieties, either an Enterprise grade version or a Small-Medium Business (SMB) version.  The application is the same for either, but the functionality exposed will be slightly different.

The Enterprise version includes:

• Queuing
• Outlook Integration
• Monitor up to 500 users (200 static Plus 300 dynamic)

The SMB version includes:

• Queuing
• Outlook Integration
• Monitor up to 30 users

Receptionist is deployed on a Microsoft Windows platform and/or Citrix Presentation Server platform.

Function

The application will enables users to become receptionists by providing them with a web application that allows them to monitor users and easily transfer calls.  The console can actively monitor up to 30 users at a time on the SMB version and 200 users at a time on the Enterprise version.

The application provides the reception user with the following:

• Call Management features – Answer; dial, hold, conference, blind and attended  transfer, move to queue
• Line Monitoring – Monitor a User’s line to see line states include on-hook, off-hook, ringing, DND, Privacy and Call Forwarding Always
• Camp On with Recall - Perform a directed hold when called party is busy
• Directed Call Pickup - Pickup any ringing extension
• Voicemail Transfer – Transfer calls directly to voicemail
• Call Barge-In - Operator intrusion on a busy line
• Group Call Park – Initiate line hunting on incoming calls directed to a department or group (e.g. support, sales)
• Day/Night mode – Operators can automate the switch from “day” to “night” mode
• Messaging – Send emails to contacts from desktop screen
• Call History – Logs outgoing, received and missed calls
• Call Statistics – Average hold time, transfer count
• Supports multiple Directories – Corporate, Monitored, LDAP,
• Speed Dials - Search and call numbers from a list of up to 100
• Contact Directory Filtering - Directory filtering of enterprise

Configuration/Operation

For guidance on how to download, install, configure and use this application please refer to the application user guide.

Article ID: 339
Created: Mon, Feb 15, 2021
Last Updated: Mon, Feb 15, 2021
Author: Mark Simcoe

Online URL: https://kb2.ic.uk/article.php?id=339