IC Knowledge Base

Reception Console-Small Business and Enterprise

Reception Console-Small Business and Enterprise

Description

The Reception Console is an application that allows Users to control calls, monitor the lines of employees, manage directories and use productivity tools from a PC. It comes in two varieties, either an Enterprise grade version or a Small-Medium Business (SMB) version.  The application is the same for either, but the functionality exposed will be slightly different.

The Enterprise version includes:

  • Queuing
  • Outlook Integration
  • Monitor up to 500 users (200 static Plus 300 dynamic)

The SMB version includes:

  • Queuing
  • Outlook Integration
  • Monitor up to 30 users

Receptionist is deployed on a Microsoft Windows platform and/or Citrix Presentation Server platform.

Function

The application will enables users to become receptionists by providing them with a web application that allows them to monitor users and easily transfer calls.  The console can actively monitor up to 30 users at a time on the SMB version and 200 users at a time on the Enterprise version.

The application provides the reception user with the following:

  • Call Management features – Answer; dial, hold, conference, blind and attended  transfer, move to queue
  • Line Monitoring – Monitor a User’s line to see line states include on-hook, off-hook, ringing, DND, Privacy and Call Forwarding Always
  • Camp On with Recall - Perform a directed hold when called party is busy
  • Directed Call Pickup - Pickup any ringing extension
  • Voicemail Transfer – Transfer calls directly to voicemail
  • Call Barge-In - Operator intrusion on a busy line
  • Group Call Park – Initiate line hunting on incoming calls directed to a department or group (e.g. support, sales)
  • Day/Night mode – Operators can automate the switch from “day” to “night” mode
  • Messaging – Send emails to contacts from desktop screen
  • Call History – Logs outgoing, received and missed calls
  • Call Statistics – Average hold time, transfer count
  • Supports multiple Directories – Corporate, Monitored, LDAP,
  • Speed Dials - Search and call numbers from a list of up to 100
  • Contact Directory Filtering - Directory filtering of enterprise

Configuration/Operation

For guidance on how to download, install, configure and use this application please refer to the application user guide.

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