CallPilot Functionality

[terrysdavid]

Hello guys. I have a question. We have several CS1000s geographically distributed. At each site there may be one or multiple operators to handle incoming calls. There is an attempt being made to remove the operators. Each site has a CallPilot.

Is there a way to operate in an environment without operators, simply by using CallPilot?

If so, what additional software or hardware would I require to do this?

Thanks

 

[DocVic]

If you eliminate the operators, (who cares, they don't need a job... Uhg!)you then need to build an Application in Call Pilot to answer all calls and distribute them to each user. Pretty simple, once you figure out App Builder. Most of my clients get better customer satisfaction rating, from operators handling calls, then a Call App.

DocVic
Dedicated to Nortel Products till the end.
Need help? Call Me Now!

 

[johnpoole]

you don't need software.. you may need additioal ports for your mail.. a traffic study (internal) could help determine that.

if i out my consoles, out my atdn or att_data.. then build a maxp 1 acd ncfw to mail using my atdn.. all i have to do is build a menu and add the sdn pointed to the menu..

remember that your switch is in nites, so modify your night data to point to the service dn.. i call your switch, i get a menu.. press 1 for dept a... press 2 to leave a msg.. press 3 to hear a duck quack.. etc

if the menus to long, you lose callers, if it's to short you lose business

john poole
bellsouth business
columbia,sc

 

[trvlr1]

Even using the Auto attendant functionality of Call Pilot, there are still usually people calling in that do not have a name of the person they are looking for, or do not really know what department they want, so you will probably still need to have an operator of some kind to be able to catch those callers as well as the ones who will just not use the automated system and just press 0 for the operator immediately. You may be able to minimise the number of operators, but it may prove difficult to eliminate them all together.

 

[terrysdavid]

I agree with everything all of you are saying. My plan would have been to build applications in app builder to route the calls to varous departments.

I do believe that operators would still be required. DocVic I have no intetion of putting anyone out of a job. Management are the ones trying to do that.

Thanks for your responses.

 

[andyj66]

We used to use application builder to handle incoming calls, and it worked fine. I still use it for multiple people at a phone number. We went back to a call center, because people wanted a person not a menu.

 

[DocVic]

Sorry, I didn't mean you were trying to put them out of a job. To many manager types don't think about ever calling into the front desk of their own business anymore. It's below them. I had operators at one company that you wanted to marry after talking to them. Business was good till the IVR took over for them.

DocVic
Dedicated to Nortel Products till the end.
Need help? Call Me Now!