Cisco Smart CallConnector Operator is a Windows application that has been specifically designed for the fast call handling plus contact management and messaging requirements of a small business operator position.
Cisco Smart CallConnector Operator is an operator solution for the Cisco Smart Business Communications System (SBCS). Easy to install, configure, and use, the application offers a fully customizable user interface, allowing operators to resize feature windows and place them anywhere on the screen to meet individual needs. Users can also choose to use a mouse or a customizable keyboard to access features and for deployment flexibility.
Cisco Smart CallConnector Operator displays queue, directory, and call control information in user-customizable windows. From the application, operators can monitor incoming and extended calls, answer calls, access the telephony features, easily locate the right available employee and efficiently transfer the call to their current number.
Deployment options include the ability to have one or multiple operator positions. CallConnector Operator can be used for a standalone, single position, with a backup operator position to relieve the primary operator. For larger sites, multiple operator positions can be deployed with CallConnector server, supporting one or more business locations.
Customizable user interface for mouse, keyboard, and drag-and-drop
CallConnector Operator allows operators to define how they want to use the solution-by keyboard or mouse. Keyboard shortcuts are available to handle calls faster without having to use a mouse or drag and drop from one window to another. Operators can use the drag-and-drop capability to make, transfer, conference, or pick up calls. The direction of the dragging actions and the state of the line to which the call is dragged affects the resulting operation.
Ability to View incoming and operator-extended calls in call queues
The CallConnector Operator call queues display both the incoming calls, organized into administrator-defined call queues, and calls that have been extended by the operator to employees, put on hold, or parked.
Powerful, multi-field search to locate contacts in organizational, external, or outlook directories
The CallConnector Operator directory displays a list of names with detailed contact information and integrated click-to-call and click-to-send services utilizing the contact information. Operators can maintain extensive information on the organizational contacts and quickly locate entries, directly transferring calls or sending messages to the recipient. The organizational directory also displays the telephone status (idle, ringing, or connected) as well as the employee's availability (available, busy, or away) and current location (work, home, traveling, or vacation) with graphical icons.
Integrated messaging and presence management options
The action bar area gives operators a quick and easy way to handle calls and communicate with others in the organization. Using the action bar after doing a directory search, operators can transfer calls to one of five phone numbers or to voicemail with one button press. The operator can also create a note and send it via email, SMS, or instant messaging to give others information about callers on hold, parked, or needing an immediate callback.