Peters Connects – Attendant
PeterConnects Attendant is a powerful phone operator console designed for Skype for Business, which offers smart features for fast and easy call handling and efficient call distribution to organizations of all sizes.
Features
Standard
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Attendant adapts perfectly to different scenarios. It can come as a single operator console, as multiple operator consoles and directories for company divisions or branch offices, or as a solution for commercial buildings where several tenants share the same reception and operator console.
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Attendant adapts perfectly to different scenarios. It can come as a single operator console, as multiple operator consoles and directories for company divisions or branch offices, or as a solution for commercial buildings where several tenants share the same reception and operator console.
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All actions are easy to perform, from taking, queuing and transferring calls to setting up and adding callers to a conference call. Operators are free to choose a mouse, keyboard or touch screen.
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An external caller’s number is automatically recognized when a call comes in and the name and details are displayed on the Attendant console and the recipient’s phone.
When clients frequently call the same employee, storing the recipient’s number lets the operator quickly direct the call without having to look up the right number.
Creating a web link to your CRM application will enable the client’s data and call history to be displayed immediately.
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Create a compact and easy-to-use company directory that includes employees, clients and partners.
Accessible across your organization, the directory gives all employees an overview of everyone they may need to connect with. The directory can have a maximum of 30 sources and covers all common interfaces such as LDAP, ODBC, SQL, SOAP Exchange and AXL/SOAP (CUCM). To keep information up to date, the directory synchronizes with these sources at regular intervals—which can be as frequent as every five minutes.
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Display a photo with employees’ information or let the operator add data fields to an employee’s profile, for example noting the start and end date of a period of leave, which will expire when no longer needed.
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Give your operators essential tools that enable them to mange calls more efficiently. Operators work smart by talking to each other and redirecting calls between themselves.
Optional
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Automated Attendant is perfectly designed to manage call distribution during opening hours, outside opening hours and at special times such as public holidays. Comprehensive features ensure that all calls are dealt with, no matter when they are made or received.
During opening hours, Automated Attendant provides features such as a welcome message, automatic call response with a recorded welcome message, IVR selection menus and a message telling the caller where they are in the queue.
Handle all calls outside opening hours and on special occasions such as public holidays. Automated Attendant provides a full menu of options that do not affect existing system settings, such as making special messages for public holidays, a recorded message for when the phone line closes regularly, and call routing to alternative destinations such as voicemail or a mobile phones.
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Attendant can display an employee’s current location using WiFi and their mobile phone or a device fitted with a tracker. The current location is displayed in separate part of the company directory and on a floorplan.
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The operator can use Attendant to control the vehicle access barriers at your site.
The visiting driver simply presses the button on the intercom. The operator will then receive a notification, and can speak to the visitor and operate the barrier. If you install a camera, the operator will see the visitor on the Attendant screen.
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Employee diaries (Microsoft Outlook and Lotus Notes) can be viewed in real time from Attendant’s operator console. When you select an employee from the company directory, the employee’s diary can be displayed showing busy and available times. What’s more, if a meeting is listed as private, the operator cannot see either its location or subject.
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When your phone operators also act as your receptionists, they need to welcome and sign in visitors for meetings efficiently. With Attendant, they can sign in their visitor and print the name badge simultaneously.
The attendant operator can also see which employee the visitor is due to meet and see a record of all that person’s visits to the organization. When the visitor leaves, Attendant updates the system to show that the visit is over.
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Employees’ presence status, for example online, offline, absent and do not disturb can be displayed on the Attendant console and linked to Microsoft Skype for Business and Cisco Unified Presence Server.
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Sending SMS messages from the Attendant console directly to employees’ mobiles telephones (GSM) ensures that they can be contacted at all times even when they are not near to their desk phone.
After selecting the employee in the company directory, the Attendant operator can send a text message with a simple click.
This option requires a connection to the GSM mobile network. PeterConnects gives you several options for making this connection.
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Send and receive instant messages from the Attendant console using the Skype for Business client. This is particularly useful when employees are on a call and the operator needs to warn them that another important call is waiting.
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By selecting an employee in the company directory, the operator can email them straightaway.
For frequently-used messages, such as ‘visitors waiting at reception’, the operator can create standard, reusable templates. To speed things up even more, the operator can forward call data such as the caller’s number or the visitor’s name.
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If the access recording system is used, the Attendant console can display which members of staff are present or absent. If the employee is on site, the Attendant operator can see when and through which entrance the employee entered. Equally, if the employee is not there, the operator can see when and through which exit the employee went off site. The access recording system is connected to the Attendant system via an XML connection.
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Attendant enables you to track the call queue of a group of agents in real time, so that colleagues are always available to support each other, particularly at the busiest times of the day.
Display information on an LCD screen or wall screen in the staff room or on the call handling manager’s computer. Real-time data are displayed on a single screen with easy-to-read graphics. Display data on the current call queues, incoming calls, waiting times, and operators’ status, including the number of connected operators who are handling the call volume.
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Attendant collects data not only on the incoming calls that are answered, but also those that are dropped. Use these data to create a wide range of reports on the performance and workload of staff who use Attendant. Collected data are placed in an SQL database or text files that can be directly opened in a spreadsheet like Excel for in-depth analysis.
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From Version 7.2 of PeterConnects Attendant, twenty different reports are available on the reports portal. This way managers do not need to create reports from scratch and can use the options available to them.
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The Busy Light is a visual signal to show that an attendant operator is on a call. An LED displays different colours depending on whether the operator is busy, on hold or available. The Busy Light can also alert the Attendant operator that a call is coming in, which is a useful feature if operator is not at their desk.
Different alert colours can be set with a specific ringtone and ringing volume for different callers, which lets the operator easily tell if the incoming call is and internal, external or alarm call.
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