Operator Console

A central overview provides the operator with a clear and structured display of all incoming, outgoing, and held calls. Details such as caller ID, time, and current status (e.g., connected or waiting) help prioritize and track calls efficiently. Additionally, the presence display shows the availability status of all employees, allowing operators to immediately recognize who is reachable or engaged in a call. This combination enables targeted call management and ensures smooth communication processes.

A user-friendly and intuitive interface allows for quick switching between calls, seamless forwarding, and optimal call management. This maximizes accessibility and improves responsiveness.

The efficient keyboard control allows operators to perform all essential call management functions with one hand – from answering to holding, forwarding, and ending calls. This feature increases work speed and ensures seamless call handling without the need for different input devices. Thus, operators can respond to inquiries efficiently and focused.

The forwarding function in CNT Call Manager offers maximum flexibility with various options: In a Blind Transfer, a call is forwarded directly and without announcement, while the Attended Transfer allows for a consultation with the target person before the call is handed over. The Semi-Attended Transfer serves as a practical middle ground: the operator forwards the call and waits until it rings at the target person, without holding a consultation. This ensures that the target person is reachable before the call is handed over. Additionally, incoming calls can be specifically forwarded to a suitable target by the operator even before acceptance. These functions provide flexible and efficient call management, perfectly tailored to the needs of modern communication environments.

When a Blind Transfer is made to a busy target, the call can follow the target person's standard settings, be returned to the original caller, force a call waiting at the target, or be parked in a queue until the target is available. These flexible control options minimize wait times and ensure that important calls are handled reliably.

This function allows the operator to forward calls to a target person even if they have activated the 'Do Not Disturb' (DND) status. This allows the DND function to be overridden to ensure that urgent calls are still connected despite the absence status. This option ensures responsive communication for important matters.

A clear overview shows the operator all forwarded calls that have not yet been answered. In case of longer wait times, calls can be specifically retrieved, and alternative measures can be taken to assist callers quickly and effectively.

CNT Call Manager provides intelligent mechanisms to ensure that forwarded calls do not go unanswered. The operator can individually set the time after which a forwarded call is automatically retrieved if the target person does not answer. This precise control ensures reliable handling of calls and contributes to better availability and higher customer satisfaction.

The breakthrough function allows the operator to intervene in ongoing conversations to convey important information or forward urgent calls. A call waiting can also be enforced if the function is disabled for the employee on the phone. This proves particularly useful in emergencies or prioritized requests.

With the picking function, the operator maintains control over incoming calls at all times. Calls can be specifically selected and prioritized from the queue, allowing for efficient call handling. Additionally, the function offers the flexibility to take over calls ringing at other employees. This optimizes capacity utilization and ensures consistent high availability.

The operator can preferentially handle calls from contacts classified as VIPs. Special symbols highlight these prioritized calls, allowing them to be recognized and processed quickly. This ensures that important conversations are answered immediately and efficiently forwarded. This function improves the management of particularly important contacts, optimizes call management, and increases response speed for critical calls.

Call notes provide operators with a quick and easy way to document important conversation details, improving follow-up and customer service. Through categorization, calls can be precisely assigned to specific topics or concerns, which also serves as a basis for detailed statistical evaluations. The notes are automatically stored in the call list and can be sent via email if needed. These functions promote a structured and productive workflow and ensure that no important information is lost.