Nortel Networks INTUITION 1000 - Manual (Page 3)

PERSONALISED GREETING
Operators can pre-record greetings in
their own voice so that every caller is
greeted with a fresh and consistent
message. This takes the stress out of
making repetitive greetings in noisy
offices. Pre-recorded greetings can be
linked to an operator's individual log-
in, time of day and number dialled.
PRIORITISE CALLS
Intuition detects priority calls in the
queue and alerts operators. Priority
status can be applied to emergency
and high value customer calls to
ensure they are answered first.
MONITOR PERFORMANCE
Supervisors can monitor operator
status in real time and run reports on
historical data. Supervisors can track
and control operator utilisation,
performance response times, lost and
abandoned calls and other important
information in order to improve
productivity and service quality.
TRACK STAFF ABSENCES
A note field with alternative contact
numbers appears when a transfer is
attempted to an absent employee.
This enables operators to choose an
alternative contact improving service.
VIP HOSPITALITY FEATURES
Intuition has a number of advanced
features that provide hospitality
businesses with better overall guest
satisfaction and operational efficiency:
Wake-up/Alarm Call: Accurate
morning alarms and reminders are a
vital service that guests expect from a
quality hotel. Through Intuition
operators can schedule an alarm call
when it is requested by the guest,
which eliminates the need to
remember or communicate between
different shifts, ensuring a reliable
wake-up service. Alternatively, the
guest can enter a wake-up call
request via their room telephone.
Intuition can either play a recorded
message when the guest lifts the
phone to respond to the alarm, or
alert the operator to provide a
personal call to the hotel guest.
Do Not Disturb: this feature can be
set from the guest’s phone or hotel
operator to stop all incoming calls
going to a particular guest or group of
rooms. This status is indicated on
Intuition’s screen so operators can
inform the caller and search for an
alternative contact.
Controlled Class of Service: operators
can enable/disable dialing
permissions for extensions so that
calls from phones in unoccupied
rooms are restricted but available
when occupied. This reduces misuse
and the associated costs.
Screen-Based Console for Nortel’s CS1000
DATAPULSE