Console.NET for Nortel Networks Norstar & BCM

Console.NET from ConverTec Inc. Provides Enhanced Attendant Features and Increased Productivity. With the competitiveness of business today, the need to differentiate your company from the others is crucial. Organizations using a live Attendant to answer calls rely on the Attendant to present the image of the company to the caller.

Today's Attendant requires a sophisticated, yet simple-to-use tool to help meet this challenge. Console.NET provides such a tool.

Call Preview lets you see detailed information about your customer, before you answer.

Enhanced Customer Service

Console.NET provides the capability for Attendants to answer and direct callers in a more informed and professional manner. All telephone functions are provided by Console.NET. Telephone functions include;

Answer Park/Page Voice Mail Transfer

Call Queuing Transfer (blind & screened) Voice Call

Hold Conference Dial

Park Page (zone control & speaker) External Transfer

Console.NET displays a directory of extensions and their respective status. The Attendant can organize the extensions by groups such as Sales or Support. Extension buttons may be viewed by extension #, extension name, or both. Extension detail can also be added to inform the Attendant of information such as; caller ID name and number, DNIS/DID, line used, call duration plus much more.

Color is used extensively to allow the Attendant to quickly identify both line and extension status. Calls on Hold, Ringing and Parked calls are all quick and easy to distinguish between. Extension buttons also change color depending upon their condition including; Idle , Active, Do Not Disturb, Ringing, Message Notification and Out of Service.

Evolutionary, not Revolutionary

Access to Console.NET is via a web browser such as Microsoft's Internet Explorer. Developed with Microsoft.NET, Console.NET utilizes technologies such as Web Services, XML, HTML and SOAP. Benefits of these new technologies are:

Browser Access, no installation is required
LAN or Web access
Extension status of remote/networked Norstar and BCM systems
Standards based
Provides platform for future .NET products such as speech recognition and IVR

From anywhere you have LAN or Web access, you have access to your Norstar and BCM phone system. If you are using a Nortel Networks BCM, add an IP telephone and begin answering and directing calls remotely.

Owners and Managers of an organization may login from home or half way around the world to monitor call activity along with viewing Console.NET call reports.

Managing today's business requires information from a number of sources. Console.NET provides information related to telephone calls both into and out of an office along with intercom calls between employees. Reports provided by Console.NET are;

Calls by Customers
Call type to Extensions
Inbound Calls by Extensions
Outbound Calls by Extensions
Call Duration
Calls by DID/DNIS

Integration is the Key

Even before answering a call, Console.NET presents information pertaining to the caller to assist the Attendant in directing the call to the appropriate person or group.

Console.NET includes a built-in database to store your customer and contact information along with the ability to integrate to external databases such as Oracle or SQL Server. .NET technology makes this integration possible.

Integrated Security

Each Attendant or person logging into Console.NET has a unique user profile assigned to them which dictates what they can do and see. For example, one person may be able to view particular lines and extensions while another person sees a different group of lines and extensions. Administrators have access to Configuration which includes, the ability to add and remove users, change passwords and add/configure networked phone systems.

Multilingual Support

Console.NET supports English, Canadian French, Italian, German and Spanish with additional languages being added in the future.

Advanced Features

Console.NET provides the ability to send a text message to the display of a Nortel telephone to notify a busy employee of a call.

"Sticky Notes" is a feature that allows the Attendant to attach a new or pre-defined message to a call. This assists an Attendant when having to go back to a caller who has been Parked or placed on Hold.

"Message Notification" provides a method for an Attendant to place a text message on an extension button to be better informed of the status of an employee. For example, if an employee is sick, the Attendant can put the message "Sick today" on their extension button.

Interactive Flash Demonstrations

Click on the links below to see a how Console.NET can elevate your companies image when using a live Attendant to answer calls.

Call Control: See how Console.NET performs with everyday call control
Advanced Features: See how Console.NET can assist the Attendant with advanced features
Reports: View samples of reports available with Console.NET

System Requirements