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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 10-20-2020 12:40 PM
    Arslan,
    If you are using an operator, are the calls not being answered due to too much call volume?
    If so, why not have multiple operators and have the prime DN on other phones, or multiple appearances on the operators phone?

    Also i believe that in Aura Messaging you should be able to create a voice tree.

    In regards to Avaya One X Attendant, here is a link to a YouTube by Avaya Mentor:

    https://youtu.be/qB6ERCHrTJc



    i am predominantly a Nortel admin with a bunch of Avaya mixed in.  I know that on the Nortel side this is an easy fix.

    Joe

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    joe foley
    telecom engineer
    Fiserv, Inc.
    Lake Mary FL
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