Arc Enterprise is a feature rich attendant console application for Cisco Unified CallManager that offers an advanced set of telephony functionality combined with presence management and directory features.
Arc Enterprise offers a scalable, modular solution to organizations wishing to provide an enhanced level of customer service in their operator centers. Organizations large and small see the benefit of handling each inbound caller through a specially trained and equipped operator. Arc Enterprise scales effectively from 1 client to 100.
The system uses a powerful queuing engine to direct the calls to the operator, and a number of monitoring features to ensure that the resulting transferred call is delivered correctly.
Various caller identification and prioritization features, including Calling Line Identification (CLID) and Dialed Number Identification String (DNIS), matching allow the operator to immediately recognize the caller's origin, likely destination and purpose.
Three types of directory offer fast searching based on a selection of fields including name, department, alternative number or keyword. Based on a caller's origin, the system can shrink the directory view to only the likely destinations requested by that caller; for example a sales caller who has dialed from New York will most likely want to speak to the East coast sales team. Through minimal key-presses, calls may be directed to the correct destination in a matter of seconds.
As well as a raft of powerful telephony features including Hold with Notes, Personal Call Park and in Queue messaging (with the optional Voice Connect module), Arc Enterprise utilizes the features of Cisco Unified CallManager to show the state of any Cisco Unified IP phone on the network or if they have call forward set. The operator can politely interrupt staff on a call with XML on-screen messages and audible alerts using the additional XML Whisper Page feature.