Nortel Networks INTUITION 1000 User Manual

Intuition 1000

DATAPULSE

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.

“Our new operator

consoles from

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.”

Bob Laird, Principal

Administration Officer at

Dundee City Council

IMPROVE CUSTOMER SERVICE &
CALL-HANDLING EFFICIENCY

Intuition 1000 makes a positive
difference to the speed, quality and
ease with which calls are answered
and transferred.

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
successfully, without compromising
service standards.

Advanced directory look-up facilities
and a range of optional
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.

THE POWER OF AN IP SOLUTION

Intuition 1000 provides a truely
distributed operator centre by
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.

DISASTER RECOVERY

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.

Screen-Based Console for Nortel’s CS1000

THE BENEFITS ADD UP

J Fast, precise answering and

efficient call transfer

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

checking staff availablility

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

J Minimal training is needed for

even temporary operators to
become proficient

J Combine call handling with office

applications improving operator
productivity and desk space

J Assess call patterns and staffing

requirements

J Flexibility to answer calls in order

of priority

J Provide VIP service to valued

customers with Do-not-Disturb and
Alarm Call features

J Save costs and prevent misuse

by restricting phone permission

CLEAR, INTUITIVE, EASY TO USE
Intuition’s clear, Windows-based

layout is so easy to use that
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.

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.

LOCATE THE RIGHT CONTACT,
FIRST TIME, EVERYTIME

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
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.

Operators can also search
customised web-pages containing
organisational information and click­to-dial links which enable them to
respond quickly to enquiries and
build customer confidence.

INTEGRATED PRESENCE

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.

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.

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.

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.

Screen-Based Console for Nortel’s CS1000

DATAPULSE

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.

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 log­in, 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.

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.

DATAPULSE

J All Datapulse applications are certified as Nortel

Compatible Products and are scalable with a simple
upgrade path to IP. Our portfolio includes:

J The Intuition suite of operator console software for

efficient, professional call handling and excellent service

J Fixed and mobile call logging, costing and management

and reporting over the web. Both CPE and hosted

J Interactive applications for Nortel’s IP phones

J Click-to-dial from any desktop application or file

J Workforce Management to increase productivity and profits

through effective management of call flow and staffing

J Voice Activated Directory provides access to colleagues

and customers by calling one number and saying a name

J Call Recording designed exclusively for Nortel switches

and the only solution available that can record both TDM
and IP in the same environment

J Database and directory integration that ensures

information held across an organisation is consistent and
up-to-date

"We have been

extremely impressed

with the solution, project

management and

support that Datapulse

has provided. The

solution is exactly what

we were looking for to

ensure that our

switchboard and

reception support call

management and

reporting systems

across the business."

Jeni Burton, Head Operator

for Mediaedge:cia

J Datapulse supplies the widest range of Nortel compatible

products of any Nortel Distributor Partner

J Over 25 years experience developing communication

solutions that enhance Nortel platforms

J Datapulse applications are supplied exclusively through

Nortel channel partners across Europe, the Middle East,
Africa, Australasia and the United States.

J Our customer base includes 90% of the UK FTSE 100

J Datapulse solutions are backed by local consultancy,

installation, training and support services

J Datapulse is Nortel’s applications partner of choice

J Datapulse is a Microsoft Gold Partner with Unified

Communications Specialisation

Screen-Based Console for Nortel’s CS1000

VISUALLY IMPAIRED CONSOLE

Intuition has a range of features for
vision impaired or blind operators.
ZoomText enlarges on-screen text
and enhances colour, pointers and
cursers. ScreenReader reads out the
text on the screen, with options for
volume and speed. Intuition is also
compatible with JAWS technology
which speaks information that
appears on-screen and can also
display this information in Braille
when used with refreshable Braille
displays.

STANDALONE, NETWORKED OR
MULTISITE OPERATOR CENTRES

Whether your business requires one
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.

NORTEL COMPATIBLE PRODUCT

Designed exclusively for use with
Nortel’s Communication Server 1000
and IP enabled Meridian, Intuition
1000 has been certified with
Compatible Product Status by Nortel
on these switches.

Intuition is backed by Datapulse’s full
range of professional services
including consultancy, installation,
training and support.

For more information about
Datapulse products and services call
Sales on 0870 442 4425 email us on
[e-mail] or log on to
our website at: www.datapulse.com

Intuitions simple structure means it is
very easy to install, upgrade and
maintain, with minimal disruption.

Datapulse Ltd.
Progression House, Turnhams Green Park, Pincents Lane, Tilehurst, Reading, Berkshire, UK RG31 4UH T:[phone] E:info@ datapulse.com 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.