Aastra CMG Attendant - ( Mitel )

Aastra CMG Attendant
A Feature Rich Attendant System for Empowered Communications
The Aastra CMG attendant system is designed for
increasing switchboard productivity by adding a broad
range of service functionality.
Call control (A/B) fields for
incoming/outgoing call with
information about the call and
the caller.
Call list with call information.
Calls can be retrieved by the
attendant in any order at any
time.
Call queues for different
types of calls.
CMG Attendant is well integrated in the Aastra’s Unified
Communications and Collaboration (UCC) suite and consists
of three applications; CMG NOW attendant for efficient call
handling, CMG Quality Manager (QM) for measuring call traffic and CMG Visit for managing visitors on site. These three
applications use the same platform.
Line status information
in real time.
CMG NOW
Increased switchboard productivity
The CMG NOW attendant console offers efficient support
through a large number of integrated functions securing
high quality attendant performance. The logical structure and
design makes it easy to get started. At the same time CMG
NOW is a tool for attendants to handle high volumes of traffic
and continuously increase productivity. Call handling, activity
and availability functions are integrated into one application.
Easy and quick access to information
With CMG NOW, attendants will always have access to upto-date activity and availability information for all employees and can easily search for any directory information. With
calendar integration, e-calendar information is automatically
transferred to the CMG system and updated activity and availability information is available for the attendants. The attendant has full control over the activities and forwarding for
everyone registered in the CMG database. For an attendant
it is also important to be able to send messages to employees. CMG NOW can use all message systems supported by the
CMG Server, e.g. e-mail or SMS. Since the system is integrated
with the CMG directory and the continuously updated CMG
database, attendants can always give correct, up-to-date
information about thousands of employees.
Design defined by attendants´ preferences
The logical design and screen layout of the CMG NOW interface is based on continuous development in interaction with
attendants working in all kinds of organizations. It allows
attendants to perform their tasks solely by using a few keys.
Director y list with extension
number, organizational belonging,
availability information incl. real
time line state information.
Search fields. The attendant
can make directory search
based on up to six different
criteria.
Extended information
field.
CMG NOW Interface
CMG Attendant gives you:
A future proof scalable solution
An efficient way of handling high
volumes of calls
User friendly design defined by attendant’s preferences
Up-to-date availability and activity status
Visitor management
Call traffic measurements
Supports multi communication server environment
Calendar integration (Microsoft Exchange,
Lotus Domino, Novell GroupWise)
Call handling
In the automatic pop-up window the attendant can see activity and contact profile of the extension being called, availability, ongoing activities, when to be reached, organizational
belongings, if a colleague is free to take the call etc.
Activities and forwarding
The CMG database provides up-to-date information about users´ activities.
Answer call, transfer call and call forwarding
Each activity is mapped to a contact profile that defines the
system behavior during the activity, e.g. call forwarding
Toggle active party and disconnect one or both parties
Enter, change and delete activities and contact profile for a
single or selected group of extensions
Call parking and camp on busy
Incoming calls are displayed as pop-ups on the screen
Greeting phrase is displayed on incoming call. Organization
units can have different greeting phrases
Application on top of incoming call (on/off )
Shortcut for repeating previous called number
Information displayed for each call; extension, name, when
the person is expected back, contact profile etc.
Support for automatic selection of current CMG server on
incoming call/screen pop-up
CMG NOW pop-up window
Support for flexible function keys
Break through on forward, break in on busy (not for SIP)
Tone signaling (not for SIP)
Directory search
Support for search with nick-names and alternative spelling
Auto answer and auto extend/transfer
Configurable search fields for directory search
Display of call waiting while the attendant is busy
Support for manual sorting of search results
Messaging
Send messages via e-mail other CMG supported message
systems to a person or selected group registered in the CMG
database (optional system conn.)
Toggle search mode (extension/name).
Availability/activity information in form, list or graphic view
Directory information in form view or list view
Organization list view with zooming function
Update or delete messages
Make call from list view, make call to alternative extension
List view of messages and not distributed or unacknowledged messages
Make call to any phone number (e.g. mobile) in the CMG
database
Printout of unacknowledged messages and messages to a
selected group of persons
Shortcut keys for persons with same extension, same organization, same room and same keyword
Predefined text for messages
Shortcut key for repeating previous search command
Extended call handling functionality
The Aastra Connectivity Server – Attendant Platform (ACS-AP)
acts as a SIP connection to the communication server and
together with CMG NOW it will provide extended functionality.
Quick Info
Quick Info can be accessed in CMG NOW. It can be used to
store external phone numbers, addresses, etc. Quick Info is
made of a number of named directories which may contain
one or several records.
Advanced call handling
Server based queuing
Overflow functionality
Call statistics
Line status supervision
List view of Quick Info records in a selected Quick Info directory
Form view of a selected Quick Info record
Web-linked fields in the Quick Info records
Make call from phone-linked fields in the Quick Info records
Built in web-browser for internet and intranet access
General functions in CMG NOW
Support for multi CMG server configurationsr
Customizable workspace
Personal login and support for single sign on
Disabling of cursor marker in input fields
Built in web-browser
Support for hosted telephony solutions
Line status information in real-time
CMG Quality Manager
Easy-to-use decision support system
CMG Quality Manager (QM) enables measuring of real time and
historical traffic in the system for evaluating the handling of
incoming calls, i.e. call flow. Different aspects of the call flow
can be visualized in reports containing a graphic view as well
as in a table with the selected information. CMG QM Wallboard
provides a real time view of the traffic, and the tool used to
generate statistical reports is a web based application. CMG QM
requires the ACS platform for data collection.
Flexible reporting tool
With the CMG QM system, operations can be viewed from
nearly any angle in order to increase switchboard productivity.
Traffic reports generate tables and graphs for incoming calls,
answered or abandoned, and the total number of calls by
specific days, weeks or months or reports over average queue
times for incoming calls. It is also possible to monitor the
duration of various calls, e.g. direct, forwarded or recalls.
All reports are flexible and allow the user to choose the scope
based on a number of parameters. These reports are divided
into four groups:
Traffic reports show data flow through the system as a whole
Customer reports show data concerning a specific customer
Queue reports show comparison between all queues on various aspects
Attendant reports monitor the attendants performance
For detailed information about CMG QM please refer to the
CMG Product Description.
Report: Answered/abandoned calls
compared with logged on operators
CMG Visit
CMG QM Wallboard
Implementing a visitor management routine
CMG Visit can be implemented for added service functionality
in the office. CMG Visit is used by receptionists as a visitor
management system for visit preparation, welcoming,
registration and reporting. All these steps are integrated
and based on the same information. CMG Visit includes
Visit Reception (for the receptionist/attendant), CMG
Visit CheckIn, (a self-registration module for visitors) and
CMG Visit Server. CMG Visit supports multiple languages.
Registering on the visitor self-registration terminal is intuitive
and information – such as time of arrival, car park ticket, etc. – is
easily added. Notification via e-mail or SMS text messaging for
arrived visitors can automatically be sent to the host. When a
visitor leaves the building, support for bar code readers enables
quick sign-out, even for a group of visitors. A frequent visitor is
easily registered at the next visit since the information in the
database can be reused.
Visitors registered in the CMG database can easily be found and
the attendant can transfer calls and forward messages to the
visitor’s host.
Reports for follow-up
CMG Visit CheckIn
The office user can register basic information about a scheduled
meeting/visitor in the Visit module in CMG Office Web (such as
where, when, with whom and visit duration). This information is
automatically transfered to the CMG database and is instantly
available to the receptionist/attendant as well as to the host.
CMG Visit offers the capability to create statistical reports of
visitor flows. You can for example, find out who receives the
most visits at the office, who the most frequent visitors are and
which companies they represent. Additional statistics, such as
the average visit duration or when visits peak (during the day,
week or month), can also be generated.
For detailed information about CMG Visit please refer to the
CMG Product Description and Compatibility Matrix.
Creating a feeling of being expected
A visitor can be pre-registered in CMG Visit Reception or
the visitor can use the self-registration terminal,
CMG Visit CheckIn on site, or alternatively the receptionist/
attendant handles registration in Visit Reception upon arrival.
Visit Reception can also be displayed in a welcome screen
mode and present a list of expected visitors.
CMG Visit Reception
System Requirements
CMG NOW
CMG Visit
CMG QM
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•
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Server
Windows 2003 R2, SP2, 32 bit
Windows 2008 R2, 64 bit
SQL 2005 (mode 80) on Windows 2003
SQL 2008 (mode 100) on Windows 2008
.NET Framework 1.1 SP1 / .NET Framework 2.0 SP2
•
Intel based processor 1000 MHz
•
2 GB RAM (as a minimum)
•
•
4 GB of free disk space
•
Information Services (IIS) 6 or 7
•
Client
Windows XP, Windows 7, Windows Vista
•
•
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Aastra CMG Server 7.5
•
•
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Aastra Connectivity Server - Attendant Platform 7.5 (ACS-AP)
SIP Interface
•
Visit Bar Code Reader
USB keyboard data interface without data terminator
•
CODE 128A bar code format
•
QM Wallboard Client
Windows XP, Windows 7, Windows Vista
•
EN/LZT 102 4138 RF
For up-to-date software compatibility, hardware and system
requirements, please refer to the CMG Product Description
and Compatibility Matrix documents via your applicable sales
representative.
Aastra Corporate Headquarters
155 Snow Blvd.
Concord, Ont., L4K 4N9
Canada
Tel: +1 (905) 760 4200
Fax: +1 (905) 760 4233
www.aastra.com
Aastra USA Inc.
2811 Internet Blvd.
Frisco, Texas
75034
USA
Tel: +1 (800) 468 3266
www.aastrausa.com
Aastra Telecom United Kingdom
B3 Armstrong Mall
Southwood Business Park
Farnborough, Hampshire
United Kingdom, GU14 0NR
Tel: +44 (0) 1252 532100
www.aastra.co.uk
Copyright © 2013 Aastra Telecom Sweden AB. Non-contractual document.
The data contained in this document is for information purpose only and may be modified without prior notification.