Nortel 1000 Con?guration guide Manual de usuario

Intuition 1000

Screen-Based Console for Nortel CS1000

First impressions count. Which is why it makes commercial

sense to give your switchboard operators the best possible

tools for professional and efficient call handling.

Intuition 1000 combines advanced call handling features and

presence information with your company directory to ensure that

every customer, supplier and business associate receives

consistently prompt and professional service.

DATAPULSE

“Our new operator

consoles from

Datapulse have hugely

improved the way we

interact with our local

residents and have

made our operators

working day more

productive and more

fulfilling. We are now

dealing with calls from

our 142,000 residents in

record time.”

Bob Laird, Principal

Administration Officer at

Dundee City Council

IMPROVE CUSTOMER SERVICE &

CALL-HANDLING EFFICIENCY

Intuition 1000 makes a positive

difference to the speed, quality and

ease with which calls are answered

and transferred.

High performance software with

enables operators to respond with

accurate, up-to-date information, and

even greet regular callers personally.

As a result, individual calls are

processed faster, and higher call

volumes can be handled

successfully, without compromising

service standards.

Advanced directory look-up facilities

and a range of optional

enhancements, providing links to

corporate databases, phone status,

contact notes and calendars, make

Intuition 1000 one of the most

productive systems in its class and a

valuable customer service tool.

THE POWER OF AN IP SOLUTION

Intuition 1000 provides a truely

distributed operator centre by

allowing operators to be located

anywhere on the corporate network.

Where office space is limited or local

staffing costs are high, this can be a

huge saving on resources. Your

operators will also benefit by being

able to work away from a noisy

operator centre environment which

can improve morale and productivity.

DISASTER RECOVERY

Lost calls means lost revenue and

poor customer satisfaction. With

Intuition, should one site be lost,

operators can simply login from

another site and take calls as

normal. This means if part of the

network fails, business can continue,

minimising disruption and ensuring

calls are not lost.

Screen-Based Console for Nortel’s CS1000

THE BENEFITS ADD UP

JFast, precise answering and

efficient call transfer

JOperators can pre-record their

own messages for consistent and

accurate greeting of all calls

JCall handling times are shortened

and higher volumes of calls are

processed, improving service

JImprove call transfer success by

checking staff availablility

JChoice of greeting according to

incoming call identity key or time

of day

JAlternative searches and contacts

ensure callers are always

connected to the most appropriate

person to assist them

JMinimal training is needed for

even temporary operators to

become proficient

JCombine call handling with office

applications improving operator

productivity and desk space

JAssess call patterns and staffing

requirements

JFlexibility to answer calls in order

of priority

JProvide VIP service to valued

customers with Do-not-Disturb and

Alarm Call features

JSave costs and prevent misuse

by restricting phone permission

CLEAR, INTUITIVE, EASY TO USE

Intuition’s clear, Windows-based

layout is so easy to use that

operators become proficient very

quickly, reducing training time.

Intuition clearly displays how many

callers are in the queue and warns

when thresholds are exceeded, so

corrective action can be taken before

business is adversely impacted.

An operator is instantly alerted to an

incoming call by a screen pop-up and

screen prompts then guide the

operator how to answer the call

according to its source and the

number dialed.

LOCATE THE RIGHT CONTACT,

FIRST TIME, EVERYTIME

By typing just a few letters of a first

name or last name, Intuition starts a

speed search that will bring up

closest matches within 1-2 seconds,

cutting caller waiting times

dramatically. This directory of

contacts can be integrated with

existing databases, increasing the

search criteria and ensuring that data

is consistent and up-to-date across

the organisation.

Operators can also search

customised web-pages containing

organisational information and click-

to-dial links which enable them to

respond quickly to enquiries and

build customer confidence.

INTEGRATED PRESENCE

When the operator performs a search

a status icon or ‘busy lamp field’ is

displayed indicating the status of the

extension so that the operator can

see if the person is on the phone or

able to take the call. Alternatively,

Intuition integrates with Microsoft

Office Communications Server which

indicates a person’s presence status

next to their name in the console

database.

This live presence information means

operators can choose the best

method in which to contact a person

and deal with the call to ensure the

transfer is successful. If the contact is

out of the office the operator can

select the mobile icon to transfer to

their mobile or transfer the caller to

an available person from the same

department.

Operators can also check a person's

calendar to see when they are free,

or choose to send an email or Instant

Message from the console to the

contact to advise them that a call is

waiting or the callers details so that

they can return the call.

Embedding these tools into the

console removes the need to swap

applications and keep the caller on

hold, which improves productivity

whilst allowing operators to be more

responsive to callers and staff.

PERSONALISED GREETING

Operators can pre-record greetings in

their own voice so that every caller is

greeted with a fresh and consistent

message. This takes the stress out of

making repetitive greetings in noisy

offices. Pre-recorded greetings can be

linked to an operator's individual log-

in, time of day and number dialled.

PRIORITISE CALLS

Intuition detects priority calls in the

queue and alerts operators. Priority

status can be applied to emergency

and high value customer calls to

ensure they are answered first.

MONITOR PERFORMANCE

Supervisors can monitor operator

status in real time and run reports on

historical data. Supervisors can track

and control operator utilisation,

performance response times, lost and

abandoned calls and other important

information in order to improve

productivity and service quality.

TRACK STAFF ABSENCES

A note field with alternative contact

numbers appears when a transfer is

attempted to an absent employee.

This enables operators to choose an

alternative contact improving service.

VIP HOSPITALITY FEATURES

Intuition has a number of advanced

features that provide hospitality

businesses with better overall guest

satisfaction and operational efficiency:

Wake-up/Alarm Call: Accurate

morning alarms and reminders are a

vital service that guests expect from a

quality hotel. Through Intuition

operators can schedule an alarm call

when it is requested by the guest,

which eliminates the need to

remember or communicate between

different shifts, ensuring a reliable

wake-up service. Alternatively, the

guest can enter a wake-up call

request via their room telephone.

Intuition can either play a recorded

message when the guest lifts the

phone to respond to the alarm, or

alert the operator to provide a

personal call to the hotel guest.

Do Not Disturb: this feature can be

set from the guest’s phone or hotel

operator to stop all incoming calls

going to a particular guest or group of

rooms. This status is indicated on

Intuition’s screen so operators can

inform the caller and search for an

alternative contact.

Controlled Class of Service: operators

can enable/disable dialing

permissions for extensions so that

calls from phones in unoccupied

rooms are restricted but available

when occupied. This reduces misuse

and the associated costs.

Screen-Based Console for Nortel’s CS1000

DATAPULSE

© 2008 Datapulse Ltd. All trademarks are the copyright of their respective owners and their use is acknowledged and recognised. All details are subject to change without notice as part of Datapulse's continuous improvement plan.

Datapulse Ltd.

Progression House, Turnhams Green Park, Pincents Lane, Tilehurst, Reading, Berkshire, UK RG31 4UH T:+44 (0)870 442 4421 E:[email protected] W:www.datapulse.com

"We have been

extremely impressed

with the solution, project

management and

support that Datapulse

has provided. The

solution is exactly what

we were looking for to

ensure that our

switchboard and

reception support call

management and

reporting systems

across the business."

Jeni Burton, Head Operator

for Mediaedge:cia

VISUALLY IMPAIRED CONSOLE

Intuition has a range of features for

vision impaired or blind operators.

ZoomText enlarges on-screen text

and enhances colour, pointers and

cursers. ScreenReader reads out the

text on the screen, with options for

volume and speed. Intuition is also

compatible with JAWS technology

which speaks information that

appears on-screen and can also

display this information in Braille

when used with refreshable Braille

displays.

STANDALONE, NETWORKED OR

MULTISITE OPERATOR CENTRES

Whether your business requires one

operator on a standalone system or

several operator centres on a

network of switches located over

multiple sites, Intuition is scalable to

your current and future requirements.

Intuitions simple structure means it is

very easy to install, upgrade and

maintain, with minimal disruption.

NORTEL COMPATIBLE PRODUCT

Designed exclusively for use with

Nortel’s Communication Server 1000

and IP enabled Meridian, Intuition

1000 has been certified with

Compatible Product Status by Nortel

on these switches.

Intuition is backed by Datapulse’s full

range of professional services

including consultancy, installation,

training and support.

For more information about

Datapulse products and services call

Sales on 0870 442 4425 email us on

[email protected] or log on to

our website at: www.datapulse.com

Screen-Based Console for Nortel’s CS1000

DATAPULSE

JDatapulse supplies the widest range of Nortel compatible

products of any Nortel Distributor Partner

JOver 25 years experience developing communication

solutions that enhance Nortel platforms

JDatapulse applications are supplied exclusively through

Nortel channel partners across Europe, the Middle East,

Africa, Australasia and the United States.

JOur customer base includes 90% of the UK FTSE 100

JDatapulse solutions are backed by local consultancy,

installation, training and support services

JDatapulse is Nortel’s applications partner of choice

JDatapulse is a Microsoft Gold Partner with Unified

Communications Specialisation

JAll Datapulse applications are certified as Nortel

Compatible Products and are scalable with a simple

upgrade path to IP. Our portfolio includes:

JThe Intuition suite of operator console software for

efficient, professional call handling and excellent service

JFixed and mobile call logging, costing and management

and reporting over the web. Both CPE and hosted

JInteractive applications for Nortel’s IP phones

JClick-to-dial from any desktop application or file

JWorkforce Management to increase productivity and profits

through effective management of call flow and staffing

JVoice Activated Directory provides access to colleagues

and customers by calling one number and saying a name

JCall Recording designed exclusively for Nortel switches

and the only solution available that can record both TDM

and IP in the same environment

JDatabase and directory integration that ensures

information held across an organisation is consistent and

up-to-date

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