Hi there
Guys/girls I would appreciate any help you can give me. If you can answer any or all of the following I will forever be in your debt!
Having posted this only in the Avaya forum, I was advised that I need to post it here to get a total viewpoint. Nortel devotees need to sell it to me hard, as I am leaning towards the Avaya system.
I am in the process of deciding on a new phone system for our small holiday company. We have only 4 employees, but need a home/travelling working option for our phone system. This decision is crutially important to the company's future and a mistake could be disastrous.
We need a system with good auto-attendant functionality, where we can control which calls we take personally very efficiency. The auto-attendant needs to be multi-level.
I am located in Jersey in the British Channel Islands and the vendor choices are limited. Out main telecom operator is offering me a Nortel 200 bcm and a small business vendor the Avaya system. I have discounted the Splicecom Maximiser because the local vendor for that product does not have a good support history - any comments however on the system appreciated.
I am currently dealing with sales team rather than technical people, and it seems that the sales people here do not have enough system familiarity to answer my questions concisely enough for me to feel assured.
I seem to be having a bit of difficulty in getting straight answers to some crucial points - please help!!!
1. I am told the BCM has 4 independant auto attendant trees. How many does the Avaya offer?
2. On either or both systems will our staff be able to retrieve a call that is being handled by the auto-attendant - i.e. from an information script scenario, or do we have to wait until the caller makes a selection that connects.
3. I have been told that both systems can play a sound bite to callers both before entering an auto attendant and during auto attendant routing. Additionally that the sound bite can be selected dependant upon multiple options, a) the incoming line they have called. b) options they choose within the auto attendant system. We want to provide useful information to callers holding on the line, which has to be relevant to their call purpose.
4. The Avaya vendor tells me I will need a separate Voicemail server, the Nortel vendor has not mentioned this requirement. What's the situation?
5. Can either or both systems detect an unanswered cell phone that a call has been forwarded to? This is so that the call can be better routed to someone else.
6. I am told that both systems can provide call recording on request, i.e., by button push.
7. If it helps you understand the sort of scenario we plan to have, then here is a theoretical example of the sort of routing we want to achieve:
a. Incoming call on designated incoming DDI rings 5 times on designated extensions, (home and office workers).
b. If not answered the system picks up the call with a simple greeting message.
c. Call rings at designated extensions, making operative aware there is a call waiting for attention, playing music on hold to the caller while they are waiting.
d. Call receives an 'apology for delay' message and continues ringing at the designated extensions.
e. After 20 seconds the calls continue ringing at the designated extensions with the addition of a mobile number.
f. Still no one free. Call is transferred to auto attendant with up to 9x9 selection choices. Consisting of a mixture of information messages and routing options. During breaks between choices should an operator become available they can pick up the call from wherever in the attendant system the caller is situated.
g. Within the Auto-Attendant choices callers have the option to navigate between the menu’s.
In this example there is also a different incoming DDI which is programmed to ring on designated extensions until it is answered, with no system intervention.
In the same example another incoming DDI is programmed to ring on designated extensions and call centres and divert to a simple voicemail if not answered.
Sincere thanks for all/any help you can give me on this - it is truly appreciated.
Best regards
Peter
Guys/girls I would appreciate any help you can give me. If you can answer any or all of the following I will forever be in your debt!
Having posted this only in the Avaya forum, I was advised that I need to post it here to get a total viewpoint. Nortel devotees need to sell it to me hard, as I am leaning towards the Avaya system.
I am in the process of deciding on a new phone system for our small holiday company. We have only 4 employees, but need a home/travelling working option for our phone system. This decision is crutially important to the company's future and a mistake could be disastrous.
We need a system with good auto-attendant functionality, where we can control which calls we take personally very efficiency. The auto-attendant needs to be multi-level.
I am located in Jersey in the British Channel Islands and the vendor choices are limited. Out main telecom operator is offering me a Nortel 200 bcm and a small business vendor the Avaya system. I have discounted the Splicecom Maximiser because the local vendor for that product does not have a good support history - any comments however on the system appreciated.
I am currently dealing with sales team rather than technical people, and it seems that the sales people here do not have enough system familiarity to answer my questions concisely enough for me to feel assured.
I seem to be having a bit of difficulty in getting straight answers to some crucial points - please help!!!
1. I am told the BCM has 4 independant auto attendant trees. How many does the Avaya offer?
2. On either or both systems will our staff be able to retrieve a call that is being handled by the auto-attendant - i.e. from an information script scenario, or do we have to wait until the caller makes a selection that connects.
3. I have been told that both systems can play a sound bite to callers both before entering an auto attendant and during auto attendant routing. Additionally that the sound bite can be selected dependant upon multiple options, a) the incoming line they have called. b) options they choose within the auto attendant system. We want to provide useful information to callers holding on the line, which has to be relevant to their call purpose.
4. The Avaya vendor tells me I will need a separate Voicemail server, the Nortel vendor has not mentioned this requirement. What's the situation?
5. Can either or both systems detect an unanswered cell phone that a call has been forwarded to? This is so that the call can be better routed to someone else.
6. I am told that both systems can provide call recording on request, i.e., by button push.
7. If it helps you understand the sort of scenario we plan to have, then here is a theoretical example of the sort of routing we want to achieve:
a. Incoming call on designated incoming DDI rings 5 times on designated extensions, (home and office workers).
b. If not answered the system picks up the call with a simple greeting message.
c. Call rings at designated extensions, making operative aware there is a call waiting for attention, playing music on hold to the caller while they are waiting.
d. Call receives an 'apology for delay' message and continues ringing at the designated extensions.
e. After 20 seconds the calls continue ringing at the designated extensions with the addition of a mobile number.
f. Still no one free. Call is transferred to auto attendant with up to 9x9 selection choices. Consisting of a mixture of information messages and routing options. During breaks between choices should an operator become available they can pick up the call from wherever in the attendant system the caller is situated.
g. Within the Auto-Attendant choices callers have the option to navigate between the menu’s.
In this example there is also a different incoming DDI which is programmed to ring on designated extensions until it is answered, with no system intervention.
In the same example another incoming DDI is programmed to ring on designated extensions and call centres and divert to a simple voicemail if not answered.
Sincere thanks for all/any help you can give me on this - it is truly appreciated.
Best regards
Peter
