IP Attendant Consoles for Operators and Service Desks

Critical users in the IP PBX environment such as attendants, dispatchers, and call center agents require powerful operator consoles.  The IP Touchphone, powered by IP Trade, is an advanced SIP-based attendant console that enable users to efficiently handle and manipulate a very large number of incoming calls.  The IP Touchphone appliance connects as an endpoint to  Cisco Unified Communications Manager, offering advanced call handling features and seamless integration.

Operator Console

The IP Touchphone Touchscreen Assistant Device (TAD) is a high-end IP Voice and Video console that addresses the needs of attendants and assistants in the enterprise. It is a vital daily communications tool for assistants that provides a broad range of leading edge communication services, encompassing IP voice, advanced contact management, call manipulation, and voice recording. The IP Touchphone's advanced boss-secretary feature set is especially designed for receptionists, attendants, and assistants. This powerful device is able to handle a large amount of incoming calls and allows the operator to manipulate them easily and efficiently.

The TAD is designed to be a highly efficient tool to monitor the phone lines of multiple managers. It can accommodate and represent on-screen up to 117 BLF (busy lamp field) buttons associated to different lines or line appearances of managers’ phones. The TAD's ergonomic view provides easy access to lines for transferring, listening, whispering or inserting calls into existing ones.  The console offers features such as call waiting queues, presence information, and directory search capabilities.

Service Desk Console

The IP Touchphone Service Desk Console (SDC) addresses the needs of agents in helpdesks, call centers, or dispatch center environments. It is provides agents with a common view of queues, very large amount of customizable contacts (for daily campaign updates), dispatch keys, and voice recording. Designed for operators in the service desk and call center environments, the SDC is able to handle a large volume of incoming calls and allows the operator to manipulate them in an easy and efficient manner. The application provides to the operator the ability to quickly accept and dispatch incoming calls to enterprise users. The console offers rich features like call waiting queues, presence information, and directory search capabilities.

Telephony integration for both the TAD and SDC is based on Cisco's CUCM version 6.X SIP, Cisco proprietary extensions, and other SIP enterprise PBX systems. It guarantees native integration on the Unified Telephony system. The system is purely based on SIP (session intilialization protocol) and does not require any server or CTI links to connect to the PBX. It is as simple as a phone to install , configure, use and manage.  No servers are needed for queuing management, presence information, or administration.