Voice Operator Panel (Receptionist Control Panel) is a professional SIP soft-phone for operators and receptionists with Outlook/LDAP/XMPP/CRM integration, built-in web browser and e-mailer. It can be used as a standalone soft phone or tethered to any analog or VoIP hard phone to handle calls. It provides full extension status monitoring (ringing, busy, available) with call details and call interception. It is ideal for ITSP and IP PBX resellers who want to offer to their customers an advanced software switchboard and attendant console. It is fully translated in English, French, Spanish, German, Italian, Dutch, Danish, Turkish, Russian. It is 100% SIP compliant.
Each call has an icon showing its status and background color showing its processing priority.
For each call on hold, the duration is shown and turns to red when a configurable value is reached.
Callers are identified from directories and shown in bold when found in a local directory. Anonymous calls can be edited by the operator once callers have introduced themselves.
The operator can quickly pick up incoming calls, put them on/off hold, initiate unattended transfers or call users and initiate attended transfers.
Transfers can be initiated through a contextual menu, using configurable keyboard shortcuts or using intuitive drag and drop.
After a configurable delay, incoming ringing calls can be automatically forwarded to another operator, diverted to voice-mail or answered and put on hold.
The number of concurrent incoming calls can also be limited by the operator, extra calls are either forwarded to another operator or diverted to voice-mail.
When multiple companies, sites or departments lines are diverted to the application, the corresponding line number and name is shown in the “To” field of the call list.
The operator knows before answering a call which company, site or department is called.
Each directory can be linked to a line, when the operator picks up a call destined to this line the directory becomes the front directory on his screen.
Our application provides a CRM dedicated web browser window which can display any web based CRM.
The URL to the CRM can be set up with parameters that are automatically filled with the incoming call information to directly show the caller record.
In a directory each user has an icon next to his name showing the status of his phone.
The operator can quickly decide when to transfer a call to a user.
When the operator transfers a call to a busy phone the application automatically places the call on hold. When the phone becomes available the call is transferred without the operator intervention.
The operator can also initiate a call pickup by right clicking on a ringing phone.
Each user can also have another icon showing his personal status using XMPP, when a user is online his name turns to bold.
The operator can quickly identify if a user is online and available.
He can also exchange messages with a user, for example to notify a user of an incoming call when his phone is busy.
Multiple directories are available to the operator, they can be imported from CSV or vCard files, loaded from LDAP servers, from web servers or from Outlook contacts.
The operator can also add new users on the fly directly from the incoming calls.
Directories, like all other windows, are dock-able and can be moved and placed anywhere on the screen using drag and drop, each operator can customize his workspace to ensure that the most important information are always visible.
To ensure that the operator always finds a user, searches can be done on any information available in the directories such as name, first-name, company, office, department, title, phone, mobile, home, e-mail.
To quickly find a user, as soon as the first key is pressed in the search field our application focuses to the first matching user in the directory and also displays a list with every matches.
To ensure that the operator can always contact a user to transfer a call or deliver a message, each user can have multiple contacts such as phone, mobile, home, voice-mail, e-mail, XMPP, web.
To quickly send an e-mail to a user, our application provides a built-in e-mailer which automatically fills the information from the call being processed by the operator.
To browse users web links, for example to users schedules, our application also provides a built-in web browser.
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