Avaya SoftConsole for IP-Office

Designed to benefit businesses through improved operator service. Deployment of the IP Office SoftConsole provides the operator with the correct information to prioritize call handling and give the appropriate response to the caller.

At the same time, the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner, enhancing the image of the company.

Product Details

Avaya IP Office SoftConsole—SoftConsole is the PC-based operator console that provides a visible display of call information and PC-based call handling. IP Office SoftConsole enables phone operators/receptionists to answer, route and manage incoming calls from the screen of their PCs. It also provides login options for back-up operator PCs. IP Office SoftConsole users can simultaneously view caller information, directory information (for point-and-click routing), held calls and company-wide phone status.

Product Features & Benefits

  • Simple point and click access to commonly used communications features
  • Enhance productivity
  • Supports more effective call handling-increasing customer satisfaction

Caller ID/Name Presentation
CLI/ANI presentation allows operators to have some idea of who is calling and who they want to speak to before answering. This feature allows operators to answer accordingly and presents a professional face to the caller.

Multiple Operator Profiles
In small businesses where a number of people may take on the role of receptionist, their profiles can be saved so they don't have to waste time customizing the console each time they log on and can work more productively.

Script Files
This enables operators/receptionists to answer calls for multiple companies with the correct company name so small businesses can share an operator/receptionist but still have all their calls answered as if they had a dedicated receptionist.

Conferencing
Callers do not need to remember multiple conference numbers or pass-codes. One simple call to the main switchboard number will enable them to be placed into a conference call so that they can work productively and collaboratively no matter where they are.

Conference Rooms
An operator can configure up to two conference rooms including details on who is hosting the conference plus the ability to send out invites to conference participants (automatic invites can be generated in conjunction with Voicemail Pro, see IP Office Conferencing Center for more details). SoftConsole gives the operator visual status of calls in the conference room: Not Invited, Invited, Joined, Declined and Unavailable.

Visibility of Employee Availability
The Busy Lamp Field enables operators to see at a glance who is available to take a call, who is already on a call and who has placed their phone on Do Not Disturb so that callers can be presented with the choice of who to speak to and whether they want to leave a message.

When Microsoft Live Communications Server (LCS) is also available, you could send an IM to alert a colleague that an important call is waiting for them even though they are busy on a call.