Panasonic KX-TDA200AL - Manual (Page 10)

INTELLIGENT CALL HANDLING
10
With its intelligent call-handling
functions, the Panasonic KX-TDA
Hybrid IP-PBX can serve as the core
of an efficient contact centre that
provides outstanding customer
service. Use the system to
automatically distribute incoming
calls as desired. You can also
program the system to direct callers
to the appropriate group for efficient
call handling.
Call Centre Efficiency You
Can Appreciate
Advanced call centre functions
improve communication efficiency
and allow you to serve customers
more effectively. The system makes
it easy to distribute calls, manage
your telephone agents and
control office use of the telephone
system. Compatible with the CTI
standard protocols, TAPI and CSTA,
the Panasonic KX-TDA Hybrid
IP-PBX can serve as the core of a
powerful, high value added CTI.
Superior Call-Handling Efficiency
You can assign a backup extension
as an overflow destination for calls
not answered within a specified
period of time. You may designate
any extension you want as the
overflow destination—a company
message box, for example—and you
can designate different overflow
Virtual 24 Hour Receptionist
Automated Attendant
Using the Message Card, you can
easily set up an auto attendant to
professionally handle all incoming
customer calls to your business.
An Auto Attendant can drastically
reduce the amount of call traffic
handled by the operator - allowing
the operator to spend more time with
your new or important customers.
The Auto Attendant can also answer
multiple calls simultaneously,
providing different greetings for
different departments.
Advanced Messaging for Improved
Customer Service
Using the advanced KX-TVM
Messaging Solution – each extension
can be assigned its own personal
mailbox that can be contacted
any time of day or night. If a caller
leaves a Voice Message for a user,
the extension user is notified by a
message-waiting lamp available on
proprietary telephones or can be
additionally notified via an email with
Voice Message attached sent to the
user’s personal computer.
Incoming call information is also
recorded with the message and is
displayed on the telephone. This
information includes the caller’s
telephone number, time of call and
length of call.
With the advanced KX-TVM
messaging solution, an incoming
message that arrives while someone
is out of the office will generate
a notice automatically to her or his
GSM phone and users can check
their messages at appropriate times.
The advanced KX-TVM messaging
solution also supports 2-Way
recording. It lets you confirm the
contents of the phone call later, so
messages are accurately relayed,
or record conversations in their
entirety for use as examples of
proper telephone communication by
experienced staff when training
new employees.
destinations for when the PBX is in
day, lunch, break or night mode.
Designated member extensions
can “log in” to join their group and
begin handling calls, or “log out” to
exit the group temporarily, such as
when taking a break. An extension
can also be allocated for use by
the supervisor, who can access
information about incoming calls to
each group (the number of queued
calls, the longest queuing time,
etc.), change the log-in/log-out
status and monitor the status of
group members.
Other features, listed below,
help ensure greater customer
satisfaction and prevent missed
business opportunities.
- VIP Call, which provides special
handling for key customers
- Automated Attendant, which
answers calls automatically
- Queuing, which puts the caller
on hold and plays messages and
music when no one is available.
The Panasonic KX-TDA Hybrid
IP-PBX provides a variety of call
distribution patterns. Effective use
of the different patterns – Automatic
Call Distribution (ACD), Uniform Call
Distribution (UCD), Priority Hunting
and Simultaneous Ring – can help
you manage calls more efficiently.