Lucent winConsole

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winConsole

winConsole

With the venerable 311A Console being manufacturer discontinued Lucent has recently released its replacement: The winConsole. The winConsole is a PC based attendant console and is an easy-to-use call control solution for small and large organizations. You can create directories containing customized information to assist in customer service. By providing the console operator with this valuable information, you are able to provide faster, more efficient call handling. With winConsole, incoming calls can be automatically queued and prioritized. Plus, winConsole's call statistics reports allow you to analyze and improve customer service. The winConsole uses an 8500 series or other API capable ISDN data set as the circuit interface and connects to a PC.

Other features of winConsole include:

automatic answering, greeting, and prioritizing of incoming calls
pop-up forms for messages and trouble reports
monitoring the status of analog and digital stations
search and auto-dial from your customized directory
multiple levels of access control provides customer defined level of security
sending faxes, email, and alphanumeric messages

The winConsole is available in three different configurations:

Explorer - Small Business, Single Console ComCode 300004041

Discovery - Mid-Sized Business, Fully Networkable but Non-Customizable ComCode 300004033

Enterprise - Small to Large Business, Networkable, Customizable and Automated Administration ComCode 300004025

System Requirements

Pentium PC 233 MHz or greater
Microsoft Windows 95/98 or Win NT 4.0
32 MB RAM
35 MB disk space (local), 250 MB (server)
Windows compatible LAN
CD ROM drive
SVGA or higher resolution monitor
Windows compatible mouse pointing device

Telephone Interfaces

Lucent 5ESS Switch: ISDN (National and Custom)
Nortel DMS-100: ISDN (National)

GENERAL DESCRIPTION

The winConsole is an attendant console that provides call routing solutions for small and large organizations. winConsole provides a powerful, but easy-to-use computer telephony integration solution to improve customer service and increase operator productivity.

CONNECTIVITY & REQUIREMENTS

winConsole resides on an attendant's PC and connects to an ISDN 85xx Voice/Data series phone via a RS-232 cable. Although the RS-232 cable is included in the software, the PC and the phone are not included with the software.

REPORTING CAPABILITIES

An attendant's administrator will also benefit from winConsole. The administrator will be able run either automated reports that run at specified times, or by running real time reports on requested information. Reports can be run by operator, line, position and queue.

The following is a list of reports offered in winConsole by edition.

Traffic summary (Explorer, Discovery, Enterprise)
Quality of service (Discovery, Enterprise)
Response summary (Discovery, Enterprise)
Call detail (Discovery, Enterprise)
Hourly summary (Enterprise)
Graphical reports (Enterprise)
Call distribution (Enterprise)
Session summary (Enterprise)
Utilization reports (Enterprise)

It is important to note that not all reports are available with every edition of the winConsole. Please see Editions to determine which reports are included in each edition.

EDITIONS

There are three different editions of the winConsole. They are the Enterprise, Discovery, and Explorer Editions. The following is a brief description of each:

Enterprise Edition

High-end version: Includes all reports, completely customizable, supports multiple positions and includes automated administration facilities.

Discovery Edition

Middle version: It supports multiple positions over a LAN and utilizes fixed directories. Reports included are Traffic summary by operator, Traffic summary by queue, Quality of service by operator, Call Detail report, and Abandoned calls report.

Explorer Edition

Basic Version: Explorer is a single console solution that utilizes fixed directories. Reports available include Traffic summary by operator and Abandoned call reports.

These questions represent a list of compiled questions from account teams and customers.

1. Does the winConsole work with the 970?

No, it does not. The 970 is not TAPI compliant, therefore the winConsole will not with the 970.

2. Does the winConsole work with the 7500 series set?

Yes, but only with 7506/7507 API or NI1 sets..

3. Does the winConsole work with the DMS-100?

Yes it does. The winConsole has great flexibility in that it is compatible with the 5ESS switch, both custom and national, as well as the DMS-100.

winConsole Feature Matrix

winConsole is a fully-featured Windows Screen-Based Console that interfaces to the ISDN Centrex line. It includes customizable directories, computer telephony integration, extensive call statistics and integration with the desktop applications to improve customer service and increase call handling productivity. See attached data sheets or call IDS Technologies for more information.

*Category*	*Feature*	*Explorer*	*Discovery*	*Enterprise*	*Comments*

CALL PROCESSING
	ISDN Set Interface	4	4	4	85xx ISDN sets (Custom and National)
	Computer Telephony Integration	4	4	4	Windows based call handling
	Caller ID/ Number Lookup	4	4	4	Match calling number to name, company
	Status Monitor	4	4	4	Monitor busy/idle status of phones
	Line Monitor	4	4	4	Monitor status on lines on console
	Speed Dial	4	4	4	Auto-dial from speed lists
	Dial Mapping	4	4	4	Changes phone number to fit dial plan

SIMPLIFIED ATTENDANT*
	Multiple Call Queues	8	4	4	Supports multiple attendant queues
	Display of Queued Calls	8	4	4	Calls in three switch queues displayed
	Station Permisisons Display	8	4	4	Displays class of service
	Campon & Override	8	4	4	Wait or barge in on busy line
	Hold Recall & Serial Calls	8	4	4	Timed out calls recall to operator
	Busy Verification	8	4	4	Verifies status of a line
	Control of Facilities/Terminals	8	4	4	Allows opertor to change line restriction

SYSTEM
	Consoles per System	One	No Limit	No limit	No system design limit
	Open Architecture	Windows	Windows	Windows	win-95, win98, win-NT
	Multi-Tasking	4	4	4	Switch between different applications
	Split Keyboard	4	4	4	Handle calls and work concurrently
	Lock Preferences and Setup	4	4	4	Lock access to preferences and setup
	LAN Integration	8	4	4	Any Windows compatible LAN
	Shared Directories	8	4	4	Databases shared over LAN

*Category*	*Feature*	*Explorer*	*Discovery*	*Enterprise*	*Comments*

DIRECTORY
	Empower Directory	Fixed	Fixed	Custom	Powerful, flexible on-line directory
	Directory Size	No restriction	No restriction	No restriction	Virtually unlimited directory size
	Max Number of Directories	1	1	User Defined	Number of Different Databases
	Find (Character-by-Character)	4	4	4	Multiple search options
	Security	4	4	4	Password Protected Access
	Find (Character-by-Character)	4	4	4	Multiple search options
	Fast Query	4	4	4	Specify subset of information to view
	Directory Printing	4	4	4	Print directory information
	Notes	8	4	4	Text notes per directory entry
	Multiple Phone Numbers	8	4	4	Dialable Phone Numbers
	View Images, Documents	8	4	4	Show reference docs, maps, photo-id
STATISTICS REPORTS
	Call Statistics	Detailed Logs	4 Reports	15 Reports	Extensive call statistics reports
	Operator Performance	8	4	4
	Quality of Service	8	8	4
	Graphical Reports	8	8	4

AUTOMATION