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• Record online on associated entity

• Status of calls routed to operator

• Store and number redial

• Synchronized multinode routing (entity)

• Time and date display

• Transfer with/without announcement

• Trunk allotting with barring

• VIP telephone monitoring

Attendant Positions

• Greeting attendant on IP Touch 8 and 9 series

• PC based IP attendant

• Advanced Attendant Operator 4059

- IP Touch phones for audio (8 or 9 series)

- Multifunctional keyboard

Integrated Greeting

• Integrated automated attendant

• Personal automated assistant with context-

sensitive greeting

• Synchronized greeting message

Voice and Fax Mail

• Automated attendant

• Call transfer

• Direct reply on receipt message

• Extended recording and playback control

function

• Fax broadcast, on demand, overflow,

store and forward

• General distribution lists

• Greeting message according to user status

• Immediate or supervised transfers

• Message acknowledgment

• Message attributes: urgent, normal, private

• Message notification via light, display,

dialing tone, voice prompt, outgoing

• Multilanguage

• Multi-user password

• Networking protocols: IMAP4, VPIM,

Octelnet and Amis

• Private distribution lists

• Record online

• Shared mailbox: home, guest, and assistant

mailbox

• User-friendly interface on Reflexes telephones

via softkeys or via PC-client visual messenger

• Voice message attached to a fax

• Voice and DTMF forms

• Web access to voice and fax messages

• Alcatel-Lucent 4645: Embedded software-

based voice mail for small/medium sites

(branch autonomy)

Alcatel-Lucent OmniPCX Enterprise

OmniTouch Contact Center Standard

Edition

• Active matrix call distribution

• Call flow based on pilot

• Skill- and cost-based distribution

• Conditional pilot overflow on voice mail

• Look ahead call routing

• Pilot forwarding to other pilot

• Pilot routing to waiting queue according

to priority

• Routing time schedule

• Types of queues: waiting, help and dissuasion

• Virtual pilot

• Intelligent routing

• Outbound call management

• Direct agent call management

• Remaining wait time announcement

• Integration with outbound campaign

management

• Native integration with IVR

oice guidance

• External voices guides

• Synchronized internal voices guides

• Storage from audio station or Reflexes

telephone

Agent features

• Administrative withdrawal

• Agent break

• Agent direct call with statistics

• Agent can belong to different groups

• Digital recording IP and TDM (DR-Link)

• CCA applications: Reflexes telephone

on toolbar providing personal statistics

• Group selection: fixed head, cyclic,

longest idle time

• Free sitting agent position

• Help supervisor

• Home agent with analog telephone

or Reflexes telephone

• Logon/logoff

• Open or close pilot from agent position

• Personal call barring

• Suspension of group waiting queues

• Transaction code

• Wrap-up (automatic or manual)

Supervision and statistics

• Alarm handling

• Call level information

• Customizable alarms

• Customizable reports

• Detailed communication reports

• Reports based on communication events

• Discrete call listening for supervisor

• Microsoft Excel-based statistics and reporting

• Export of communication reports (ASCII files)

• Free sitting supervisor position

• Full Windows user interface

• Native Windows management look and feel

• Predefined reports

• Real-time service level per pilot

• Real-time statistics

• Statistics compilation and archive (FTP)

• Wallboard display control

Alcatel-Lucent OmniPCX Enterprise

OmniTouch Contact Center Premium

Edition

Segmented media distribution

• Visual CC user interface reuse of

popular/patented CCS matrix concepts

• Visual CC Windows Explorer drag-and-drop

configuration capabilities

• Blended email and voice routing and

distribution

• Contact flow based on type of service

qualification

• Contact segmentation based on qualification

• Visual IVR call prompting with DB lookup

• Visual IVR embedded reusing OmniPCX

resources, no additional hardware

• Visual IVR navigator icon selected from

Visual CC user interface toolbar

• Visual IVR script creation via drag-and-drop

icons

• Optional integration with full-featured IVRs

• Email auto-acknowledgment and redirection

• Email keyword classification

• Email backlog and work-bin management

• Skill- and cost-based resource distribution

• Contact queue management: waiting,

dissuasion, overflow

• Conditional overflow defined by contact

center activity

• Estimated waiting time information with

options

• Look ahead contact routing

• Multistage queuing

• Multilevel prioritized queuing

• Multimedia group, queue and agent selection

• Scheduled time-of-day routing

• Outbound call management

• Integration with outbound campaign

management

5Alcatel-Lucent OmniPCX Enterprise Communication Server

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