Unified Communications

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  • 1.  Attendant Question

    Posted 10-14-2020 01:55 PM
    Hi,

    Recently we have seen a spike in incoming call volume to a non ACD environment and lots of customer complaints that calls are not getting answered.

    In current setup, all incoming calls are answered by operator (not attendant as we dont have any attendant solution) but I think that is no more an effective way to continue with.

    We are thinking of creating a standard attendant environment to handle the situation effectively.

    Please suggest me how to start on this solution, as I have no experiences on attendant systems. What benifits / features can I get from it.
    Onex attendant and Equinox attendant are some solutions but I have no information on them.
    What do I need to start building a basic attendant system.

    Please provide your suggestions.

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    Arslan Ali
    UC Consultant
    Vodafone
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  • 2.  RE: Attendant Question

    Posted 10-14-2020 02:52 PM
    One-X Attendant is good for directory integration and softphone console.

    We use it in a Server/Client set-up. But, I think it will be end-of-life soon, if not already. 

    In order to handle inbound calls, we treat the Operators like any call center agent - build a VDN, vector, and skill, and assign an Agent-ID to each Operator. All calls queue to the skill and hear on-hold music if an Operator is unavailable.

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    Ted Hargiss
    Manager
    Landstar
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