Visual Rapport Console.NET |
Enhanced Attendant Features and Increased Productivity Through Unified Communications
With the competitiveness of business today, the need to differentiate your company from the others is crucial. Organizations using a live Attendant to answer calls rely on the Attendant to present the image of the company to the caller.
Enhanced Customer Service
Visual Rapport Console.NET provides the capability for Attendants to answer and direct callers in a more informed and professional manner. All telephone functions are provided by Visual Rapport Console.NET.
Telephone functions include:
Visual Rapport Console.NET displays a directory of extensions and their respective status. The Attendant can organize the extensions by user-defined groups (i.e. Sales, Support, Jim's Contacts). Extension buttons may be viewed by extension #, extension name, or both. Extension detail can also be added to inform the Attendant of information such as; caller ID name and number, DNIS/DID, line used, call duration plus much more. Multiple site applications can be networked to provide the attendant seamless access to the enterprise. Transferring calls to branch offices is no different than transferring calls locally. 
Color is used extensively to allow the Attendant to quickly identify both line and extension status. Calls on Hold, Ringing and Parked calls are all quick and easy to distinguish between. Extension buttons also change color depending upon their condition including; Idle , Active, Do Not Disturb, Ringing, Message Notification and Out of Service.
Evolutionary
Access to Visual Rapport Console.NET is via a web browser such as Microsoft's Internet Explorer. Developed with Microsoft.NET, Visual Rapport Console.NET utilizes technologies such as Web Services, XML, HTML and SOAP. Benefits of these new technologies are:
- Browser Access, no installation is required
- LAN or Web access
- Extension status of remote/networked Norstar and BCM systems
- Standards based
- Provides platform for future .NET products such as speech recognition and IVR
From anywhere you have LAN or Web access, you have access to your Norstar and BCM phone system. If you are using a Nortel BCM, add an IP telephone and begin answering and directing calls remotely.
Owners and Managers of an organization may login from home or half way around the world to monitor call activity along with viewing Visual Rapport Console.NET call reports.
Managing today's business requires information from a number of sources. Visual Rapport Console.NET provides information related to telephone calls both into and out of an office along with intercom calls between employees. Reports provided by Visual Rapport Console.NET are;
- Calls by Customers
- Call type to Extensions
- Inbound Calls by Extensions
- Outbound Calls by Extensions
- Call Duration
- Calls by DID/DNIS
Integration is the Key
Even before answering a call, Visual Rapport Console.NET presents information pertaining to the caller to assist the Attendant in directing the call to the appropriate person or group.
Visual Rapport Console.NET includes a built-in database to store your customer and contact information along with the ability to integrate to external databases such as Oracle or SQL Server. .NET technology makes this integration possible.
Integrated Security
Each Attendant or person logging into Visual Rapport Console.NET has a unique user profile assigned to them which dictates what they can do and see. For example, one person may be able to view particular lines and extensions while another person sees a different group of lines and extensions. Administrators have access to Configuration which includes, the ability to add and remove users, change passwords and add/configure networked phone systems.
Multilingual Support
VIsual Rapport Console.NET supports English, Canadian French, Italian, German and Spanish with additional languages being added in the future.
Advanced Features
- Visual Rapport Console.NET provides the ability to send a text message to the display of a Nortel telephone to notify a busy employee of a call.
- "Call Waiting" allows an attendant to transfer a call to a person, either on the phone or not, and allows that person to answer the call, send it to voice mail or conference it with an existing call using the phones soft keys
- "Sticky Notes" is a feature that allows the Attendant to attach a new or pre-defined message to a call. This assists an Attendant when having to go back to a caller who has been Parked or placed on Hold.
- "Message Notification" provides a method for an Attendant to place a text message on an extension button to be better informed of the status of an employee. For example, if an employee is sick, the Attendant can put the message "Sick today" on their extension button.
Company Profile
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