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Discussion in '3CX Phone System - General' started by reisve, Dec 7, 2012.
Other than the Auto Attendant, how would you setup an Attendante (Operator) Console?
It is going to be different for each customer, depending on the situation. In most cases, it would probably consist of a multi line-key SIP set, with, possibly, an add-on, to monitor/transfer to, various extension.
This is a hardware issue really, as you need to be able to meet the business needs for the receptionist / operator.
We have Receptionist consoles made up from Yealink T26P phones, fitted with the LCD labelled EXP39 module (the phone will support up to 5 of these). In addition, we have used the Yealink EHS36 unit to interface a Plantronics wireless headset.
We find that this combo' gives the operator mobility as they don't have to be nailed to their chair, and can make quick & easy call transfers off to individuals or business groups.
Set up the console as a 3CX extension, and aim the incoming DDI numbers at that extension ... I'd recommend some sort of 'over-flow' to cover those situations where the operator is unable to handle the call ... e.g. forward to an incoming ring group made up of people who accept that second level role - Or - if you would rather have all calls handled by the operator - use a call queue ...
For the overflow, does 3CX have any sort of queue? It does with the ACD module, but does it have any basic queue= that would take care of the overflow. A phone with keys module will have to have a lot of modules to handle the PSTN lines and the extensions that can call the receptionist.
Even without the ACD (Call Centre) module, 3CX does have call queue facilities - Yes.
Incoming calls can be queued to an operator / receptionist phone no problem at all. The base 3CX package will provide a queue that allows you to pre-record a greeting message, with play an on-hold message or music while the caller is queued, and can also tell the caller their place in the queue.
The phone does not have to have a lot of 'lines', because the queue structure can bring the incoming calls into the one extension. If the lines need to be answered in different ways (i.e. different 'lines' are for different business groups), then calls can come in on different queues and show different queue labels to the operator.
The Yealink LCD labelled modules I referred to above, show 20 keys, each with 2-levels, so you can get a lot of extensions displayed on the expansion modules, and make it pretty fast and easy for the operator to transfer calls off their phone.
That was why I asked about the queue.
That is great