Attendant Console

[nicklb]

We currently have a 302c for our operator. We are wanting to replace it, what should we replace it with? Just a 302D, or is there a better option. What is the current, newest and greatest attendant console?

[aa1]

Avaya one-X® Attendant

One option is to migrate to a software based console

"Avaya one-X® Attendant is the PC based operator console for the Avaya Communication Manager R 3.1 or higher. It allows the integrated linking of the telephony with customer data and internal employee's information as free / busy, present or absent, meeting and vacation. Quick, competent and individual service comfort for Attendants in one-X style. Avaya one-X Attendant extends the classical Attendant system to the multimedia system of information."

More info:

https://support.avaya.com/products/P0639/avaya-onex-attendant/

Arbi

[marzahn]

Why NOT Move to a Soft Console??

From time to time I am asked for a “new, more cool” console. So I reviewed the console application. I also asked a number of colleagues and my Avaya business partner (BP) for their take. By the way, my BP rep. said it was a bad idea. Here’s what I found:

1. First of all is this decision based on a pressing business need? I think not. Remember that you work within a business. Moreover, your department is a “cost center.” You do not directly bring income to your firm. So any expense much pass this test: “how does _______ support my company?”
2. You must attach the PC to a UPS. If the power goes out or someone kicks a cord loose, the console is down. This goes without question but this critical factor is often neglected by the “data side” of the house. And it needs to have enough capacity to run the PC and monitor for an extended period.
3. If the LAN fails . . . likewise.
4. Once you place an application on a Windows platform, you are subject to the vagaries of that operating system. One could devote pages to the issues Windows brings with it.
5. It is a fact of life that making it more convenient for your console attendant to do other stuff while managing call traffic, means that he or she will shift some or all focus away from the primary duty. Email to friends, solitaire, or even busy work from a manager come to mind. Soon enough the console application is buried beneath other stuff.

Contrast this with the console you have. It is the product of years of use and had stood the test of time. Moreover, it is a simple “dumb terminal” operating on a separate network to which the data side people have little access. In my experience that is a good thing. For my part, I’m sticking with our 302D consoles.

Bill