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Arc Pro

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Arc Pro is an advanced attendant operator console and helpdesk suite, designed exclusively for Cisco Unified Communications platforms.

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Compatible with

  • XenApp 6.5

Compatibility

  • Citrix Virtual Apps (XenApp)

Product Details

Arc Pro is an advanced attendant operator console and helpdesk suite, designed exclusively for Cisco Unified Communications platforms. The console boasts a wealth of advanced features that inform and empower the operator or agent, allowing them to deliver exceptional customer service, first time, every time. Powerful call queuing, presence and directory features ensure callers are transferred to the right available contact, first time. As the operator console solution for Cisco, Arc Pro is used by thousands of organisations across the world to provide their customers with exceptional customer service through professional call handling.

Arc Pro is an advanced attendant operator console and helpdesk suite, designed exclusively for Cisco Unified Communications platforms.

Features

Telephony Features

  • Conference
  • Serial Calling
  • Queue indicators and salutations
  • Queue overflows based on business rules
  • Emergency mode
  • Personal /group speed dial
  • Remote set/remove diverts on Cisco phones
  • Screened/unscreened transfer
  • Time of day routing management
  • Retrieve calls parked by other operators
  • Up to 100 operators per server supported

Directory Features

  • Extensive search options including alternate spellings, phonetic, keywords,
  • cross tab for skill sets and directory subsetsEmail direct from directory
  • Create and search 20+ directory groups
  • Coloured notes against directory entries
  • Alternate contacts with presence status
  • Option to remember the last directory search for the next call
  • Display of Cluster/Dial Plan column for multi-site solutions
  • Jabber softphone client status displayed in busy lamp field
  • Up to 175,000 contacts supported

Integration Features

  • Outlook calendar integration
  • LDAP/AD integration
  • Integration with Cisco Unified Presence (CUP) server
  • Jabber presence support (via CUP)
  • Integration with Microsoft Lync
  • Advanced Features
  • Extended dial plan for large organisations, including E164 support
  • Multiple Cisco UCM cluster support
  • Support for overlapping dial plans
  • Customisable views and font sizes
  • Multiple attendant console users can be deployed across the estate easily
  • Supports 21 different languages
  • Send single/multiple SMS text messages
  • Historical and real-time operator reports
  • Integrated call recording
  • Call logging and cost analysis reporting
  • Helpdesk/informal contact centre module
  • Console wallboard
  • Click-2-Dial from the console
  • Visually impaired operator support