Avaya Workplace Attendant

• Customizable welcome and attendant greetings.
• Supports multiple topics: A topic is a call queues for a location or department.
• Incoming calls are queued and presented in a Call Preview panel.
• Attendants can cherry-pick the most important incoming calls in the queue from the Call Preview window.
• Topics can be prioritized up to five levels to show important incoming calls first.
• The operator can provide a more personal touch using the Contextual information. This includes call history for the incoming caller and taking notes against each caller, which are visible to other attendants or marked private to an individual attendant.
• Dynamically created suggested users display a list of recommended transfers based on previous calls of callers.
• Dynamically created favorites display a list of users to whom the attendant frequently transfers calls.
• The attendant can “Look Ahead” and see the status of the destination user, including calendar status using the integration with Presence Services.
• Busy display based on destination user’s presence: This can be organized by multiple tab views consisting of a range of numbers, a list of individual numbers, or a combination of both. You can create location or department views using this.
• Customizable screen layout supporting multiple monitors: Busy display window, call preview, call detailed, and target user panels can be undocked, repositioned within the Avaya Workplace Attendant window, or placed on other monitors.
• Integration into multiple databases can be synced by time into the Avaya Workplace Attendant phone book. Avaya Workplace Attendant supports the most common databases, including Active Directory, Open LDAP, IBM Domino, Progres, Oracle DB, My SQL, Sybase, CSV files, Communication Manager, and System Manager.
• Attendant can update a database and instantly sync the result into the Attendant phone book.
• Unified search shows comprehensive information of user search results. Additionally, you can search using the multiple fields in the phone book.

• Status: Set the status to Available to receive distributed calls. When you set the status to Busy, calls are not automatically presented to the attendant. The attendant can cherry-pick a call from the Call Preview window when their status is Busy.
• Supports computer mode: Calls are managed on Windows PC, and media is presented to PC.
• Desk phone modes: Attendant manages calls on PC, but media is presented to users on 96x1 or J Series desk phone.
• Make outgoing calls.
• Answer calls: Calls are distributed based on the longest idle or cyclic (in the order the Attendant logged in) rules.
• Attendants can cherry-pick from the queued calls.
• Transfer calls to users, after consulting users or directly doing a blind transfer.
• Transfer to the voice mail of destination users.
• End calls without transferring the calls to the user.
• Hold calls.
• Retrieve calls put on hold.
• Park calls on a topic or attendant.
• Park calls on a busy destination user.
• Un-park a call.
• Recall to attendant due to time out on transferred or parked calls.
• Recall to the attendant where the internal caller hangs up before the external caller. A timer can be programmed, which defines the period between an internal caller hanging up and a time for the external caller ending the call. If this period exceeds, the call is recalled to the attendant. Setting this timer to Zero disables this feature.
• Start conferences by adding users to existing calls.
• Use DTMF digits to navigate IVR systems.
• Add callers to a Speed dial list.
• Create personal contacts for an attendant.
• Transfer out-of-hour calls to a Night service number or a Night Service IVR.
• Overflow from one topic to a second topic based on call duration or the number of calls in the queue.
• Comprehensive list of attendant statics by attendant and topic.
• Support for a web-based dashboard.