Nortel Networks INTUITION 1000 User Manual

DATAPULSE  
Intuition 1000  
Screen-Based Console for Nortel CS1000  
First impressions count. Which is why it makes commercial  
sense to give your switchboard operators the best possible  
tools for professional and efficient call handling.  
Intuition 1000 combines advanced call handling features and  
presence information with your company directory to ensure that  
every customer, supplier and business associate receives  
consistently prompt and professional service.  
IMPROVE CUSTOMER SERVICE &  
CALL-HANDLING EFFICIENCY  
THE POWER OF AN IP SOLUTION  
“Our new operator  
consoles from  
Intuition 1000 provides a truely  
distributed operator centre by  
Intuition 1000 makes a positive  
difference to the speed, quality and  
ease with which calls are answered  
and transferred.  
Datapulse have hugely  
improved the way we  
interact with our local  
residents and have  
made our operators  
working day more  
productive and more  
fulfilling. We are now  
dealing with calls from  
our 142,000 residents in  
record time.”  
allowing operators to be located  
anywhere on the corporate network.  
Where office space is limited or local  
staffing costs are high, this can be a  
huge saving on resources. Your  
operators will also benefit by being  
able to work away from a noisy  
operator centre environment which  
can improve morale and productivity.  
High performance software with  
enables operators to respond with  
accurate, up-to-date information, and  
even greet regular callers personally.  
As a result, individual calls are  
processed faster, and higher call  
volumes can be handled  
DISASTER RECOVERY  
successfully, without compromising  
service standards.  
Lost calls means lost revenue and  
poor customer satisfaction. With  
Intuition, should one site be lost,  
operators can simply login from  
another site and take calls as  
normal. This means if part of the  
network fails, business can continue,  
minimising disruption and ensuring  
calls are not lost.  
Advanced directory look-up facilities  
and a range of optional  
Bob Laird, Principal  
Administration Officer at  
Dundee City Council  
enhancements, providing links to  
corporate databases, phone status,  
contact notes and calendars, make  
Intuition 1000 one of the most  
productive systems in its class and a  
valuable customer service tool.  
Screen-Based Console for Nortel’s CS1000  
THE BENEFITS ADD UP  
CLEAR, INTUITIVE, EASY TO USE  
INTEGRATED PRESENCE  
J Fast, precise answering and  
Intuition’s clear, Windows-based  
layout is so easy to use that  
When the operator performs a search  
a status icon or ‘busy lamp field’ is  
displayed indicating the status of the  
extension so that the operator can  
see if the person is on the phone or  
able to take the call. Alternatively,  
Intuition integrates with Microsoft  
Office Communications Server which  
indicates a person’s presence status  
next to their name in the console  
database.  
efficient call transfer  
operators become proficient very  
quickly, reducing training time.  
Intuition clearly displays how many  
callers are in the queue and warns  
when thresholds are exceeded, so  
corrective action can be taken before  
business is adversely impacted.  
J Operators can pre-record their  
own messages for consistent and  
accurate greeting of all calls  
J Call handling times are shortened  
and higher volumes of calls are  
processed, improving service  
J Improve call transfer success by  
An operator is instantly alerted to an  
incoming call by a screen pop-up and  
screen prompts then guide the  
operator how to answer the call  
according to its source and the  
number dialed.  
checking staff availablility  
This live presence information means  
operators can choose the best  
method in which to contact a person  
and deal with the call to ensure the  
transfer is successful. If the contact is  
out of the office the operator can  
select the mobile icon to transfer to  
their mobile or transfer the caller to  
an available person from the same  
department.  
J Choice of greeting according to  
incoming call identity key or time  
of day  
J Alternative searches and contacts  
ensure callers are always  
connected to the most appropriate  
person to assist them  
LOCATE THE RIGHT CONTACT,  
FIRST TIME, EVERYTIME  
J Minimal training is needed for  
even temporary operators to  
become proficient  
By typing just a few letters of a first  
name or last name, Intuition starts a  
speed search that will bring up  
closest matches within 1-2 seconds,  
cutting caller waiting times  
Operators can also check a person's  
calendar to see when they are free,  
or choose to send an email or Instant  
Message from the console to the  
contact to advise them that a call is  
waiting or the callers details so that  
they can return the call.  
J Combine call handling with office  
applications improving operator  
productivity and desk space  
dramatically. This directory of  
contacts can be integrated with  
existing databases, increasing the  
search criteria and ensuring that data  
is consistent and up-to-date across  
the organisation.  
J Assess call patterns and staffing  
requirements  
J Flexibility to answer calls in order  
Embedding these tools into the  
console removes the need to swap  
applications and keep the caller on  
hold, which improves productivity  
whilst allowing operators to be more  
responsive to callers and staff.  
of priority  
Operators can also search  
J Provide VIP service to valued  
customers with Do-not-Disturb and  
Alarm Call features  
customised web-pages containing  
organisational information and click-  
to-dial links which enable them to  
respond quickly to enquiries and  
build customer confidence.  
J Save costs and prevent misuse  
by restricting phone permission  
J
All Datapulse applications are certified as Nortel  
Compatible Products and are scalable with a simple  
upgrade path to IP. Our portfolio includes:  
J
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Workforce Management to increase productivity and profits  
through effective management of call flow and staffing  
Voice Activated Directory provides access to colleagues  
and customers by calling one number and saying a name  
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The Intuition suite of operator console software for  
efficient, professional call handling and excellent service  
Call Recording designed exclusively for Nortel switches  
and the only solution available that can record both TDM  
and IP in the same environment  
Fixed and mobile call logging, costing and management  
and reporting over the web. Both CPE and hosted  
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Interactive applications for Nortel’s IP phones  
Click-to-dial from any desktop application or file  
J
Database and directory integration that ensures  
information held across an organisation is consistent and  
up-to-date  
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J
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Datapulse supplies the widest range of Nortel compatible  
products of any Nortel Distributor Partner  
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Our customer base includes 90% of the UK FTSE 100  
Datapulse solutions are backed by local consultancy,  
installation, training and support services  
Over 25 years experience developing communication  
solutions that enhance Nortel platforms  
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Datapulse is Nortel’s applications partner of choice  
Datapulse applications are supplied exclusively through  
Nortel channel partners across Europe, the Middle East,  
Africa, Australasia and the United States.  
Datapulse is a Microsoft Gold Partner with Unified  
Communications Specialisation  
Screen-Based Console for Nortel’s CS1000  
VISUALLY IMPAIRED CONSOLE  
NORTEL COMPATIBLE PRODUCT  
"We have been  
extremely impressed Intuition has a range of features for  
Designed exclusively for use with  
Nortel’s Communication Server 1000  
and IP enabled Meridian, Intuition  
1000 has been certified with  
vision impaired or blind operators.  
with the solution, project  
ZoomText enlarges on-screen text  
management and  
support that Datapulse  
and enhances colour, pointers and  
cursers. ScreenReader reads out the  
Compatible Product Status by Nortel  
on these switches.  
has provided. The  
text on the screen, with options for  
solution is exactly what volume and speed. Intuition is also  
Intuition is backed by Datapulse’s full  
range of professional services  
including consultancy, installation,  
training and support.  
compatible with JAWS technology  
we were looking for to  
which speaks information that  
ensure that our  
switchboard and  
appears on-screen and can also  
display this information in Braille  
reception support call  
when used with refreshable Braille  
management and displays.  
For more information about  
reporting systems  
across the business."  
Datapulse products and services call  
Sales on 0870 442 4425 email us on  
[email protected] or log on to  
STANDALONE, NETWORKED OR  
MULTISITE OPERATOR CENTRES  
Jeni Burton, Head Operator  
Whether your business requires one  
for Mediaedge:cia  
operator on a standalone system or  
several operator centres on a  
network of switches located over  
multiple sites, Intuition is scalable to  
your current and future requirements.  
Intuitions simple structure means it is  
very easy to install, upgrade and  
maintain, with minimal disruption.  
DATAPULSE  
Datapulse Ltd.  
Progression House, Turnhams Green Park, Pincents Lane, Tilehurst, Reading, Berkshire, UK RG31 4UH T:+44 (0)870 442 4421 E:[email protected] W:www.datapulse.com  
© 2008 Datapulse Ltd. All trademarks are the copyright of their respective owners and their use is acknowledged and recognised. All details are subject to change without notice as part of Datapulse's continuous improvement plan.  

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