The Operator Call Manager software delivers the information and control features that enable businesses to cost effectively give callers a "high touch" level of personalized attention. Company operators, executive administrators and departmental receptionists can all use this flexible call administration software to provide optimum service to callers.

Key Benefits:

High-Touch Customer Service
Your customers will get better service, faster – delivering the high touch, professional image needed in today's competitive environment. With traditional operator consoles, operators have little knowledge of the caller's experience. Operators respond to frustrated callers without knowing they have already been forwarded through a series of extensions. They then transfer callers to busy extensions or to employees who are away from the office. ShoreWare Operator software provides the critical information needed to let operators manage the caller's experience. For example, before even taking the call, a call-routing log displays the caller's experience within the system to the operator. Before transferring callers, the call-transfer screen displays destination extension information for the extensions being monitored so operators can avoid sending callers to extensions that are busy. With this unprecedented level of information, operators not only connect callers faster than ever, but also give them the highest level of professional service.

Increased Employee Productivity
Operators and executive assistants will spend less time handling calls – getting callers to the right place faster. The product has been specifically designed to handle a high volume of calls as well as fast, accurate transfers. Dynamic, online directories eliminate paper directories – which always are out of date and not available online. With the complete company at their fingertips as well as knowledge about the calling and called party, the operator can transfer to extensions, cell phones or even home phones instantly.

The Virtual Operator
Whether you answer all calls with a live operator, or have an operator providing backup to an automated attendant, the call answering workload can be centralized in multi-location situations – allowing branch office personal to focus local activities. Meanwhile, the ShoreTel system delivers routing information to the operator so they can answer like they are at the branch and not hundreds or thousands of miles away. At the same time, the ShoreWare Operator software allows operators to pass call handling responsibilities among each other easily. Unlike traditional, single-purpose operator consoles that force operators to physically move to the hardware console, ShoreWare Operator software lets busy operators immediately manage calls for others without leaving their desks.

Improved Collaboration
ShoreWare™ Operator Call Manager software lets anyone professionally manage calls for others. Company operators, executive administrators, and departmental receptionists can all use this flexible call administration software to provide optimum service to important callers. With ShoreWare Operator software, businesses now can improve their corporate image by adding a human touch to their automated call handling capabilities. ShoreWare Operator software works with the ShoreTel system to tailor call-administration capabilities to meet specific organizational needs including high volume, critical-care and executive support situations. Specific features, such as ShoreWare Operator extension monitor, let operators monitor and manage calls for any group of selected extensions.

Key Features:

Calling Routing Information
Key for customer service is to know as much as possible about the calling party before you answer so you can tailor your service. With a complete call routing display, the operator gets the calling parties Caller Name and Number, trunk information about where the call came, information about the number calling party dialed (DNIS – Dialed Number Identification Service) – and more importantly – a complete history of how the call has traveled through the phone system including how long the caller has been trying to get service. As a call comes in for example, the operator will see the call originally came into the auto-attendant, went to an employee that did not answer, went to voice mail and then was routed to the operator. 

Presence Information
In addition to all information about the calling party, the Operator Call Manager delivers presence information about each and every employee in the company – even across sites – allowing the operator to target the call correctly! This information is provided "Just-in-Time" during call transfer allowing operator will know if the employee is in the office or not, on the phone and to whom they are talking. The employee can even leave notes for the operator like "Traveling to the city, send calls to Bob today" or "On vacation, back on Monday".

Multiple transfer options
Enabled with information about the calling party and the employee, the operator has multiple options to disposition the call including blind transfer, consultative transfer, intercom transfer, mailbox transfer and even barge-in.

Extension Monitor
The Extension monitor provides an "All-the-Time" view such that executive assistants, departmental assistants, receptionists as well as the operator can deliver high-touch support to key personnel and their callers. Rather than just a rudimentary "light on, light off" associated with a "busy lamp field", the extension monitor enables the assistant to screen calls, drag and drop transfer, check status and even change the call handling of the executive.

Built for Speed
Drag and drop transfer, function keys, keyboard shortcuts, point and click…we have it all!

  Download - ShoreWare Operator.PDF       Download - ShoreWare Call Manager.PDF