epiknetworks provides
hosted enterprise clients with an intuitive, PC-based
operator console for their Total Voice Management
(TVM) services from the award-winning GENBAND™
M6™ Communication Applications Server application
suite.
With the epik Console
Assistant, receptionists and group attendants can
easily manage incoming calls to a main company number
or group members through their on-screen line status
indicators, corporate directory, icons and menus that
enable point and-click as well as drag-and-drop transferring,
click-to-call capabilities, and a variety of enhanced
features. Console Assistant fills an essential business
need without requiring clients to invest in expensive
console hardware.
Console Assistant Benefits
With the epik Console Assistant application, an incoming
call can easily be routed in many different ways with
the click of a mouse. A search tool makes it easy
to find an extension or name.
Point-and-click and drag-and-drop transferring
– Enables transfer of calls in several
ways:
- Blind transfer to an extension
- Announced transfer to an extension
- Supervised transfer to any number
- Blind transfer to any number
- Priority transfer via intercom
Message center – If a requested
extension is busy or the person is unavailable, an
incoming call can be placed directly into that person’s
voicemail through the Console Assistant interface
without the phone ringing.
Camp-on – Place an incoming
call into a queue at the requested extension. When
the person becomes available to take the call, it
will ring through. Calls can also be parked for pickup
by any user in the business group or department.
Presence – Console Assistant
user has the ability to view the current presence
status of anyone in the directory. Easy-to-read icons
include incoming call ringing, dialing, call on hold,
call active, phone idle, do not disturb, phone out
of service, and phone forwarded status for as many
as 300 phones. A legend is available for users, if
needed. In addition to transferring calls to those
extensions set up to show status, Console Assistant
makes it easy to transfer to anyone in the Company
Directory. For help remembering details about the
many calls that could be active at once, call notes
called “scribbles” can be entered for
any call. When the call is released from the Console
Assistant, the scribbles are removed.
epik Console Assistant Features
- Familiar, user-friendly user interface
- Visibility to all incoming calls, answerable
with a mouse click
- Visibility to current presence status of monitored
phones
- Easy-to-read icons
- Point-and-click and drag-and-drop call transferring
- Message center transferring
- Camp-on transferring
- Convenient, central control for call logs, voicemail,
and corporate directory updates
Console Assistant Enhanced Features
Console Assistant provides the user many features
beyond those ported to the soft console from a full-featured
hardware attendant console.
