Avaya Workplace will allow you to login to a skill with an Agent ID (with a license). You will get the ability to go available/unavailable/busy/logout right from the client. You will also be able to watch ACD queue stats, as well from the client. All the major functions can be keyboard bound -- just like 1X Attendant.
The phonebook/busy display is different in the SIP world. Your users will need to get used to the difference, but it works and works well.
Being in SIP also gives you some additional advantages, including easier WFH capabilities, newer, supported clients and easier installs for users as well. It is worth taking a look at if you get a chance.
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Nick Kwiatkowski
Director of Design and Engineering
Michigan State University
East Lansing MI
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Original Message:
Sent: 12-01-2023 12:37 AM
From: Michael Mason
Subject: One-X Attendant Replacement
Hi @Nick Kwiatkowski,
Thanks for your message on this Thread. Have a look at the attached picture and I'll point out a few features we get with the current One-X Attendant...
Top Left - the normal 'Keyboard controlled' Answer, transfer and completed - ie when a call drops in, the operator hits enter on their keyboard, talks over their headset, types the Extn number to transfer to, hits enter to compelte. Next call drops in. This is very very efficient and it works really well.
Top right - we have login, logout, AUX, Auto-in etc buttons. all the Agent functionality an ACD Agent gets. this allows us to use complex vectoring and also queiing to skills and all the visibility through CMS that gives
Middle - PHone books. we use a Master Directory 'offline' Database for non-AD purposes. then we have AD integrated phonebooks.
Bottom - Queue status (This is the status of the ACD Queue)
All the other normal stuff (busy display (thousands of numbers)), keyblock, etc.
The One-X attendant 4 is just a great product. We installed Equinox Attendant, and you cannot login to a Queue, so we could not move forward with that product and have since not done anything, but I realise One-X attendant 4.x is out of support and it is getting very very old. I doubt it will work with Windows 11?? but I just don't have any other alternative that will meet all the above requirements that i'm aware of!
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Michael Mason
Network Engineer - Voice
Sonic Healthcare Limited
Macquarie Park
Original Message:
Sent: 11-30-2023 07:31 AM
From: Nick Kwiatkowski
Subject: One-X Attendant Replacement
What features are you using with 1XAttendant? If it's just answering and transferring calls to other extensions, Avaya Workplace should be able to fit that use case well.
The biggest difference will be how you can see if people are online/busy/etc. 1XAtt used busy-lamp fields to determine of somebody was on the phone. Workplace uses the concept of "Presence" that is controlled by the user directly. Your administrator would need to setup all the folks that you would transfer calls to as "contacts" on your account and you would then see their presence. The nice thing with that mode is that as people walk away from their PC, if they are on the phone or they manually set themselves as "unavailable" you will see that in realtime. Generally you can either scroll through the list of people OR you can search by their name (no more looking at the BLF screen of a ton of green or red lights).
Where things get very different would be the IM/chatting capability. Most people don't use it, so that's not a huge impact for most folks. Other things like camp-on calling or barging in aren't available, but again, that's not too common these days.
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Nick Kwiatkowski
Director of Design and Engineering
Michigan State University
East Lansing MI
Original Message:
Sent: 11-29-2023 09:00 PM
From: Samy Nashaat R Mansour
Subject: One-X Attendant Replacement
Hello,
We have client that is currently on Aura 7 with One-X Attendant.
They might be upgrading to Aura 10 soon however we think the Workplace Attendant replacement would be an overkill (because of the VMware resources, and requirement to changing all their handsets to SIP or using an AES).
Does anyone have any ideas for a simple 3rd party replacement for One-X Attendant that will work with Aura?
Let me know please.