Product Specification: net.Console 3

Introduction

net.Console is the Escaux attendant console application allowing one or several company receptionists to accept and dispatch all incoming phone calls in a user friendly and efficient manner.

Benefits

net.Console application permits to manage a lot of calls in a very efficient manner while always having an eye on the amount of waiting calls and history details. All current operations can be done using only the keyboard and so permits a true hands-free experience.

The integrated Internal Directory and Speed dial buttons with contact presence (intentional status and phone status) and the possibility to integrate the company's calendar makes net.Console the all-in-one application for call management. It allows quick and efficient consultations and transfers. Advanced features like Directed park and Camp On are available for companies dealing with a high amount of calls.

Features

• Support for Snom 320, Polycom IP 650 and Polycom VVX 400 series (VVX 411 recommended).
• Authentication based on Users, application resources and permissions on the SMP (like net.Desktop)
• Makes use of a general queue that can be shared by several receptionists and a dedicated personal queue for each receptionist
• 3 login states: logged out, paused (ie logged out of general queue and logged in into personal queue) and fully logged in
• Show the amount of calls waiting in the general and personal queue
• Usual phones can also be logged into the general queue as permanent members or through dynamic login
• Caller display name can be customized in callflows
• Called service is shown in yellow area: first name and last name of the last net.Console extension called (several Service can share the same General queue)
• Full Internal directory with possibility to search on all fields, visibility on user's intentional status and phone status, and customizable view
• Detailed call history for calls returning to net.Console (each call step is logged)
• 2 lines: first for incoming or outgoing calls, second line for consultation and attended transfers
• 2x20 Speed dial buttons with phone status for internal contacts
• Visibility on several voice mailbox without having to type the pincode each time
• Web component
  • to display any company service like Calendar
  • to integrate a CRM and query it on incoming calls based on Caller ID.
• Support blind and attended transfer
• Support putting a call on Hold and consultation calls
• Configurable keyboard shortcuts for main features: Accept calls, Hold, Consult, Transfer, Hang up
• Headset support
• Supervision area
  • To keep an eye on calls that treated by the receptionist are still waiting (supervised calls)
  • Visibility on details for calls in personal queue, optionally also for calls in general queue
  • Optionally see supervised calls and personal calls from other receptionists
• Advanced call functions:
  • Park - Put a call on hold and be able to treat other calls. Parked calls are always visible in the supervision area and can be retrieved at any time
  • Directed Park - Same as park but the call is marked as intended for a specific extension. The call can be retrieved from any phone by composing *55<ext>
  • Camp On - Allows to transfer to a busy destination. Destination will get the call when he hangs up. In the meantime the calls remain in the supervision area.
  • Chain - Call chaining allows the operator to bring the caller in contact with various people in sequence, without requesting the caller to initiate several calls. Chained calls stay visible in the supervision area.
• Optional Internal reception number allowing to send back a call to the same receptionist who transferred the call
• External contacts can be imported using the "Unified Communication Model" approach
• Rely on SOP configuration regarding Queue distribution strategy, music-on-hold, ringing time, fall-back,...
• Active-Active support
• Available in English, French and Dutch

Limitations

Active-Active need 2 dedicated SOP's

Dimensioning

You can run up to 2 net.Console instances on a single Escaux Edge appliance. For advanced usage, please contact us.

See the Administrator Guide for more informations on network bandwidth consumption.

Requirements

Snom 320 or Polycom IP 650 phones (same model for every net.Console phones)

Major SOP module dependencies:

• Asterisk-1.2 v2.32.2 or higher
• Application Management Server v3.3.3 or higher
• Unified Communication Model v1.9.6 or higher
• net.Console v3.5.0 or higher
• Snom Phone Support v1.8.0 or higher. Only necessary in case of a Snom based net.Console
• Polycom Phone Support v5.4.0 or higher. Only necessary in case of a Polycom based net.Console
• Call Management v1.6.0 or higher

See the Administrator Guide for up-to-date requirements.

Other resources

• net.Console 3.5 Product Acceptance
• net.Console 3.5 Administrator Guide
• net.Console User Guides

About

About Escaux UCS

Escaux has developed the Unified Communication Solution as a modular solution based on open standards. Escaux UCS offers companies an easy-to-use platform with high operational efficiency. This guarantees increased efficiency, both for the users as well as for the administrators. Because of the modularity, an Escaux UCS solution is typically cheaper than solutions based on an IP PBX, while retaining configuration-to-measure advantages over a Centrex solution. As a result, Escaux UCS offers very high value for money in a future-proof solution, while offering market beating performance. Its high configurability, even for international multi-site setups, means cost saving opportunities on any level in your company.

About Escaux

Escaux was founded in 2002 and has a wide range of unique Unified Communication (UC) and Fixed Mobile Unification (FMU) building blocks in portfolio allowing Service Providers, Integrators and Mobile Operators to build Industrialized On-Premise, Hybrid-Cloud and Cloud based solutions suited to the needs of SOHO, SME and Corporate customers. The company has gained the trust of many corporate, stock quoted and public companies.