Standard attendant console functions
- Receive calls and transferring calls
- Non consultation call
- Call always returns to the same operator
- Caller identification by name and number
- Call hold
- Conference
- Call park with notification when retrieving the call from the parking position
- Public system wide parking queue customizable
- Directory lookup
- Transfer to external subscribers
- Search in multiple columns
- Identification of call type (internal, external, no answer, busy, call back, etc.)
- Arbitrary selection of calls in the waiting queue by the operator
- Manual night service
- Automatic night service
Professional attendant console functions
- Context-sensitive greeting texts (“telecomsoftware, How can I help you.”)
- Different greeting texts for different trunks / members
- Malicious call recording
- Automatic mail to the supervisor in case of a recorded call
- Automatic voice greeting with prerecorded announcements for each operator
- Automatic voice greeting depending on time of day, caller id, trunk, called number, operator, etc.
- Braille support (for visually impaired )
- Multi-user, multi-site and multi-PBX support
- Multi-customer support
- Override call forward
- Set call forward
- Keyword database
- Alternative extensions
- Directory view restricted by the location of the console
- Interposition calls/transfers
- Graphical Busy Lamp Field (BLF)
- BLF’s information is configurable (number, name, status, colors, appointments, etc.)
- Supported extension status: idle, busy, dialing, ringing, etc.
- BLF is synchronized with the directory (auto-scroll function)
- BLF can be detached from the main console window and run on a 2nd screen or wall display
- Busy information is shown not only in the BLF but also in all directory lists
- Number in the extensions display shows the number of the external caller, not the number of the operator
- Call history for frequent callers (3rd call for today, last call to xxxxxxx, at xxxx)
- Powerful SQL-based directory, up to 20 hierarchy levels, auto synchronization with master database
- One click transfer to alternative targets, like cell phone, mailbox, home number, etc.
- Identification of all callers via area code database
- Integration of telephone book CD APIs with reverse lookup function (e.g. Swisscom Directory, KlickTel, etc.)
- Supports GSM cell phones and any other external phone for night service
- Configurable waiting time between each call
Queue Management - samwin attendant console
- Unlimited number of queues and skill sets.
- Arbitrary assignment of queues and console operators (n:n)
- Operator is able to check in a queue on the fly (depending on his rights) for covering call peaks
- Individual pre-recorded announcements for each queue and each call status (busy, no answer,)
- Different announcements for each queue position (entering the queue, 1st position, 2nd position, etc)
- Queue arbitration can be configured by time of day, day of week and national holidays
- Queue arbitration can be configured by caller id (number or name)
- Queue arbitration can be configured by called number (dialed through)
- Full support of decentralized installation in a multi-site environment
- Temporarily pause function (switchboard routes the calls to a spontaneously configured extension)
- Automatic overflow from one queue to another queue or extension by waiting time or number of callers
- Customizable call distribution
- Call transfer to queue
- Agent can log in log out to single ACD queues
User Interface
- Graphical attendant console user interface
- Windows look and feel
- Graphical visualization of the call status on the switchboard (Source and Destination)
- Visualization of calls in the queue, night service, pause, longest waiting time, etc.
- Optimized usability concept. Working without using the mouse.
- Complete configurable keyboard mapping
- All fonts, colors, background, foregrounds, icons, font sizes, etc. configurable for each user
- Creation, save and load of user profile with all settings
- BLF only mode
- Dynamic configuration, changes will carried out on the fly
- Real-time refresh of all status changes on the operator interface
- Visualization of all other consoles and logged-on users
- Visualization of operators sign-in to the same queues
Additional Functions (Notifications, Presence Management, Outlook, Lotus Notes)
- Mail Integration for the notification of extensions
- One-click Email with default text, contains recipient address, caller name and number, timestamp, etc.
- One-Click GSM send text function (SMS) with default ext, contains recipient address, caller name and number, timestamp, etc. for urgent notification
- Web interface for end user directory lookup and dial functions (Optional)
- Presence Management: User status can be set via the console interface
- Presence Management: User status can be set via the Web interface client (SAMwin Web directory)
- Presence Management: User status can be associated with a timeout
- Presence Management: User status is shown to all internal callers via the Calling Party Name Display (CPND) function of the CS1000
- Push message to telephone display
- Real time display of MS outlook calendar events in BLF and directory list
- Real time display of Lotus Notes calendar events
- Interface to 3rd party presence management systems
- Optional supervisor console with statistic functions and real time visualization (SAMwin.SVM)
Integration in IT, PBX and 3rd Party products
- LDAP integration (Microsoft Active Directory)
- Advanced LDAP integration (LDAP write, read, field mapping, index, synchronization)
- PBX directory integration (CPND synchronization with the Nortel CS 1000)
- Integrated solution with SAMwin Call Accounting Module
- Integrated solution with SAMwin Hotel Accounting Module
- SIP Cluster Functionality
- SIP Presence Information
- Microsoft OCS ® Integration
- Included Soft Phone
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