ExecutiveAssistant for the NBX

                                            by BrightArrow

ExecutiveAssistant Benefits:

•  Do you have employees who are mobile or frequently away from their desk?
  • Provide an automated way for important callers to contact your staff wherever they are.
•  Would you like to know who is calling before you answer?
  • There is a solution beyond voice mail!  Take the priority calls by allowing ExecutiveAssistant to screen your calls.
•  Need to Silently Monitor your employees for quality assurance?
  • You can silently listen, whisper  into your employee's handset to assist on a call, or barge into a discussion when required.
•  Would you like to review a call to capture important data or to verify points of a discussion?
  • You can decide to record a call or an entire conversation at any time during the call, including what's already been said.
•  Do some of your departments receive more calls than there are people? 
  • Do you want to take those calls without sending them to voice mail?
    • ExecutiveAssistant allows calls for departments or individuals to be queued, informing them their call will be answered shortly.
•  Near the limit on NBX Voice Mail ports?
  • ExecutiveAssistant reduces the number of ports needed by replacing the NBX auto-attendant and uses 3Com Media Driver ports instead of Voice Mail ports.

3Com eXchange Call Center compatibility:

ExecutiveAssistant Feature Categories:

•  Powerful Find-Me/Follow-Me
•  Flexible Call Recording
•  Call Monitor, Barge-in, Whisper
•  Accurate Speech Recognition
•  Call Screening/Prioritization
•  Call Announces When On Phone
•  Department Call Distribution / Queuing
•  Microsoft Outlook/Exchange Integration
•  Zone Paging
•  Department/User-Specific Music-On-Hold
•  Enhanced Auto-Attendant
•  Cell Phone Integration

ExecutiveAssistant Call Queue/Announce/Record:

•  Displays all queued calls in a Call Queue window on their PC display.  The queue list displays target user or department (can be mix of user and department calls), caller (Caller ID name and number), time the caller has waited, and count-down to coverage.  The oldest call is always on top, allowing agents to select any of the calls but encouraging that they select the oldest call. 
•  Display and/or announce of customized information upon automatic match of user/department based on DNIS (DID), ANI (Caller ID), or caller-selected user/department.
•  The system will announce (over PC speaker, desktop or remote telephone) the name of the user or department the caller has chosen.  If the optional call screening feature is specified by the user or department, it also announces the caller’s name.
•  Record the call any point -- Even if you decide to record at the end of the conversation, the entire discussion will be captured. Capture valuable call data for review and training purposes.
•  Save conversation details to be distributed via e-mail or archived in standard WAV format.
•  Even record calls that forwarded to remote telephones like cell phones.
•  Protected saved recordings as determined by system administrator.
•  Caller ID (inbound) and Dialed Number (outbound) are displayed on the telephone LCD display for recording/monitor/whisper/barge-in.

•  Join a call at any point during the conversation
•  Speak private information or training hints to employee during the call
•  Multiple managers or colleagues can join a single call
•  Inter-department collaboration (use with IM to ask colleagues to join call)
•  Ability to notify employees who are behind closed doors
•  After another party has barged into a call, original employee can drop out and conversation proceeds with new party
•  ExecutiveAssistant greatly expands on R5.0’s built-in Monitor/Whisper/Barge-in to allow that functionality for all calls: Inbound, Outbound, DID, Operator-transferred, eXchange/Epic routed, as well as calls to non-NBX and even remote telephones.

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