Chapter 2
Overview
2-4 CallConnector Operator
The main features of the Standalone Operator are summarized in the table below:
CallConnector Standalone
Operator
Description/Benefit
All CallConnector Software install and
run on the Operator’s PC
Standalone Operator is self contained and only
requires connection to the Cisco router for its
telephony features.
Control all operator calls from the PC
with context sensitive telephony
toolbar
Makes the operator operations more efficient by using
the contact information and the PC keyboard for call
handling.
Customizable access to features from
keyboard, mouse and drag-n-drop
Operator operations can be tailored to individual
preferences for using the mouse or keyboard to
operate.
Automatic mode for incoming call
answer and transfer complete
Minimizes the operator key strokes for busy call
handling positions by automatically answering the calls
and completing the transfer to ringing phones.
Incoming Call Popup with Directory
and Outlook Caller ID Lookup
Provides the name of the caller by looking up in the
operator directories to help in proper handling of the
call. Operators can quickly switch to CallConnector to
process the call.
Quickly locate contacts and auto-dial
for new call or transfer
Enter any text separated by spaces to locate a contact,
then auto-dial to make or transfer to that number.
Speed dial from menu for frequently
dialed numbers
Administrator can configure speed dial numbers for
frequently called numbers.
Operator calls organized into multiple
call queues with priority and greeting;
view waiting and timed-out calls
Provide higher quality of service by answering the
highest priority call, provide greeting appropriate for
the caller or answer specific calls from the queue
Display of parked calls and the calls
that have been extended by the
attendant
View all operator parked calls and the un-supervised
transferred calls with the ability to pullback if not
answered
Ability to route operator calls with
busy or unavailable
Enable alternate routing of the incoming calls when
taking a break or during unavailable/night conditions
View and find contacts from multiple
directories
Provides access to multiple types of organizational
contact information including the employees, external
contacts and information from the Outlook contacts
Manage organizational contact
information and maintain presence
and availability status for all
employees
Operators can add, modify and delete and keep
current the employee and organizational contact
information. They can also keep the availability status
of employees up to date.
Transfer calls to contact’s preferred
number or to the programmed
alternate numbers
The CallConnector directories support multiple contact
numbers including the work, home, mobile and the
alternate and preferred number. Calls can be
transferred to any of these numbers
Send messages to employees about
calls received at the reception
When a party is unavailable or on call, the operator
can send them a message directly from CallConnector.
Table 2-1 Features of the CallConnector Standalone Operator
