Clearspan® Product Overview R19
Aastra – 2740-007
2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.
Page 70 of 93
4.2.6.4.1
Basic Call Center
A Basic call center is designed to support a simple call distribution and queuing scenario, such as a
front-office receptionist or a small work group. Inbound calls are distribute
d based on the agent’s
line state and “join” status. Callers receive appropriate entrance and queue messages, and calls
can overflow to alternate locations if they wait too long in queue or if the queue is beyond capacity.
This type of call center does not support Agent ACD states, Clearspan Agent client, or Reporting.
Any user with a call center license can be assigned to a Basic call center.
4.2.6.4.2
Standard Call Center
A Standard call center is designed to support a normal call center environment where flexible
routing options are needed and the agent’s workflow dictates the need for ACD states such as
Available, Unavailable, and Wrap-up. In addition, Standard call centers are designed to support
deployments that require clients such as the Clearspan Agent client and Reporting.
Any user with a Standard or Premium call center license can be assigned to a Standard call center.
4.2.6.4.3
Premium Call Center
A Premium call center is designed to provide the most advanced set of routing and call
management options to support a formal call center environment. It supports such capabilities as
multiple dialed number identification service (DNIS) numbers being assigned to a single call center,
agent skill levels for directing calls to more skilled agents, additional unavailable codes for when
agents are not able to take calls, and disposition codes to associate with ACD calls, outbound
calling, and silent monitoring of agents.
Only users with a Premium call center license can be assigned to a Premium call center.
4.2.7
Clearspan Receptionist
Clearspan Receptionist is a carrier-class Internet Protocol (IP) Telephony Attendant Console,
specifically developed for hosted environments. It is used by “front-of-house” receptionists or
telephone attendants, who screen inbound calls for enterprises. Clearspan Receptionist realizes
the promise of IP telephony by enhancing business processes and delivering rich services in a
user-friendly way.
Clearspan Receptionist delivers the following real benefits to users:
An elegant design that is aesthetically pleasing
An ergonomic design that follows the natural work “flow” of a call from the left to the right of
the screen
Improved business processes as only “valid” options are presented to the attendant
Professional call handling as critical information is available in “real time”
Accurate delivery of messages through a one-step process when people are unavailable
Web-based interface, accessible from a web browser
Clearspan Receptionist can be used under a number of different operational scenarios. These
scenarios include:
After Hours
– Allows operators to automate switching from day to night mode.
Call Center Queue
– Allows operators to monitor and control calls in a Call Center queue,
and to manage their availability status.
