Auto Attendant
The multi-layered Auto Attendant offers callers a number of options, so they may select the one that best suits them. By pressing a single digit they can transfer to reception, off-net to a mobile, choose to leave a message or activate a page.
The Auto Attendant also supports the uploading of professionally recorded messages to a Music On Hold (MOH) source so your customers will hear your selected messages when they are on hold, or waiting in an ACD queue.
Handling Calls After Hours
Night messaging provides an automated forwarding of phones to different destinations based on time and day. For example, after 5:00 pm or on weekends, selected phones, including reception, can be forwarded to another destination such as a mobile phone, voice mail, or the Auto Attendant. It allows you to offer your callers options outside of your normal business trading hours.
If you operate a call centre, it is possibly the communications hub of your business. Aria's standard business software includes advanced ACD functionality for you to manage this important resource. You will benefit from productivity gains resulting from efficient call handling.
Combining the system's ACD functionality with the Auto Attendant will provide features such as announcements to callers in queue groups, call progress prompts and the ability for the caller to dial a single digit to transfer out of a queue on receiving their second announcement.
Call Centre Features and Statistics
The following is available on standard business software
- Supervisor can re-route a queued call to a new destination
- Call monitoring by supervisor
- Agents can log on to multiple groups
- Call status on LCD handsets: number of calls in queue, longest time and average time
- Total calls and number of unanswered calls
- Average and longest queued calls
- Number and total time when all agents are busy
- Average ringing and service time
Call Centres
Management and call analysis software are valuable tools for call centres. Information provided by these applications can be made available to management, supervisors and agents anywhere on your LAN. Valuable real-time information, instructions and alerts are now available at a glance on staff computers. |
PC Attendant Console
Aria's PC based attendant console, the Ez-Attendant, can help process calls quickly and accurately in high call volume environments.
- Supports up to 5 attendants and integrates databases from Microsoft's Excel, Access and Outlook, from ACT! or Goldmine.
- Matches up the incoming call's CLI to the name of the caller on your database so your receptionist can see who the callers are in the queue.
- Displays the status of all handsets, including other sites that are networked, so your receptionist can see at a glance who is on the phone.
The Ez-Attendant provides basic system administration features such as
- Change the COS of handsets.
- Change the extension name display.
- Adjust time and day and program flexible buttons on any handset.
Your receptionist can attend to calls via their handset, PC using a mouse or by assigning 'hot key' functions such as answer, transfer, hold, etc. to any keys on their keyboard.
The speed bin number editor feature allows the receptionist to easily create and update speed dials and the powerful call logging provides an Excel download of logged calls. Other features include: screen popping, sending SMS messages to DECT and display handsets.
Integrated Voice Messaging
The Aria integrated voice messaging provides features such as
- Time and date stamping
- Forwarding of messages
- Password protection
- One-touch dialling to call back
- Multi-level auto attendants
The 7016 and 7024 handsets support additional features such as three call progress active keys, which offer fast one touch activation of message retrieval features.
AriaMail2
For business demanding more extensive voice mail applications, our external dedicated voice mail system, AriaMail2, is perfectly matched to the Aria. It provides seamless operation and advanced features such as
- Remote notification
- Rewind/fast forward through messages
- Multi-level auto attendant
- Music on Hold (MOH)
AriaMail2 is available in two models, the Compact II and the Flexicall Manager. The Compact II is available in 2 or 4 ports and offers a powerful solution at an affordable price, while the Flexicall Manager is a more powerful solution, which comes in 4 or 8 port configurations. This system provides LAN integration and supports features such as easy desktop administration, notification and deliver of voice messages via email into Outlook and SMS services. |
