vSUITE RAINBOW CONSOLE
An operator console for the Alcatel-Lucent Rainbow platform
Call Queuing
With a host of call handling functionality, your client can ensure their callers are provided with clear information, supported by in queue options, scheduled callback and more.
Welcome Message
Pre-configure a personalised welcome message for each call queue, allowing the caller to know they have reached their chosen department.
In Queue Messaging
Configure personalised in queue messages that keep callers informed of important information. Each message can also include up to twelve IVR keys, which can be used to offer callers a range of in queue options.
In Queue Position
Callers are periodically informed of their current queue position, enabling them to be comforted, knowing that they are moving forward in the queue.
Out of Hours
Schedule when queues are in and out of service. Calls routed to queues that are out of service can be overflowed to a pre-configured destination.
Call Back
Provides callers with the option to hangup but remain in the queue. The call continues to progress in the normal manner until it reaches the front of the queue.
Scheduled Call Back
Enables call backs to be scheduled during busy periods. Time slots are pre-configured by the system administrator and can be different for each queue.
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Console Features
The console Includes comprehensive features allowing operators to manage calls in a professional manner, ensuring callers reach their intended destination as quickly as possible.
Console Queues
A list of queues assigned to the console operator. Each queue displays its name as well as the number of calls waiting and number of agents available. Selecting a queue automatically filters the calls waiting list to show the calls associated with the selected queue.
Calls Waiting
Provides a list of the calls waiting within the selected queue. Each call displays the caller’s number and how long the caller has been waiting. Additionally, each call includes any call notes that were entered during previous calls from the same number.
Active Calls
A multi-line call display showing details of the active calls being handled by the operator. Call details include the caller’s number, call origin, call state and duration of the call. Selecting an active call enables the operator to use the appropriate call controls to manage the call.
Call Notes
Enables the operator to add and review call notes for the current active call. Call notes are visible to all operators, ensuring a callers history is immediately available when a call arrives.
Call Control
The console offers several methods for controlling calls, including call control buttons, drag and drop, mouse click and a dial pad. Combined, the call control methods enable managing calls to be simple and efficient.
Contact Directory
The contact directory shows a list of extensions and other console users. The list can be filtered by name extension and department. Each contact listed also includes the contacts status.
Scheduled Call Back
Displays a list of call backs that have been requested by callers while waiting to be answered. Each scheduled call back shows when the call back is to be made, the queue from where the call back was requested and the number of the caller. Operators can instigate a call back by clicking the appropriate entry.
ACD Queues
With access to Vurella’s ACD queues, console operators can transfer calls to agent queues by simply dragging and dropping an active call to the appropriate destination. Each queue displays the number of ACD agents available and even provides details of the expected wait time.
Contact Profile
When selecting an extension from the directory, the contacts details are displayed in the contact profile section. Details displayed include the contacts name, extension, status, email address and associated departments.
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