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Attendant console

Stratus Switchboard Microsoft Teams attendant console for faster call transfers

Your operators and receptionists are often the first point of contact for customers. To efficiently and professionally transfer callers they need the right tools. Our cloud-based attendant console is seamlessly integrated into Microsoft Teams and together with Stratus Agent or Stratus Team adds routing and queueing, reporting, easy administration of users and opening hours. End user features such as one-click call transfers, a consolidated call queue, easy visibility of colleagues’ presence status and calendar lookup make call distribution simple, fast and efficient.

Contact
Reduced to the max
  • Neat interface
  • Fast one-click transfers
  • All information at a glance
More efficiency
  • Checking colleagues’ availability
  • Minimal call handling time
  • Reduced training need
Extend your investment
  • Seamless Teams integration
  • Easy to set up and run
  • Call Handling in Teams client

Highlights

One-click call transfer

Calls can be transferred with one click. The attendant console predicts the most probable target recipients making transfers fast and efficient.

Contact search

The search includes all contacts of the company directory: Office 365, Exchange and teams set up in Luware products. Contacts and teams can be marked as favorites.

Calendar lookup

Checking of colleagues’ Microsoft Teams presence status and Exchange calendars ensures that callers are transferred to an available employee.

Dashboard

Our Attendant Console is tightly coupled with our Advanced Routing solution which adds reporting features as well as queueing capabilities. The dashboard offers valuable insights at a glance to enable informed decisions to adapt processes and manage staff members to meet customer service requirements.

Opening hours

No more IT-support: In the Advanced Routing solutions, team leaders can change opening hours themselves in the user-friendly interface directly in the Teams client within seconds.

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Workflows

In the Advanced Routing integration, Team leaders manage greetings, out of hours call handling, hold music, and other callflow settings to allow real-time customer service changes.

Customer success stories

Customers using Luware cloud solutions for their customer service.

Synamedia ref case Luware
Synamedia white logo
Cross-border customer service with Microsoft Teams at Synamedia
Success story
Microsoft Teams great for customer service
CREALOGIX: How Microsoft Teams becomes great for customer service
Success story

Contact us

Have you read enough? Let us show you a personal live demo and discuss your requirements.

Selected features

Routing & queueing

  • Predefined call flows
  • Real-time waiting time of callers
  • Music on hold
  • Simultaneous ring
  • Longest idle
  • Safe transfer
  • IVR menu
  • Voicemail
  • Transfer to team call groups and service numbers

Microsoft Teams user

  • One-click call transfers
  • Transfer to Outlook contacts, phone numbers, Teams users or teams
  • Colleagues’ Teams presence status
  • Calendar lookup
  • Consult colleagues via chat, call or e-mail
  • Favorite contacts and frequent transfer targets
  • Opt in/out of services
  • Runs inside Teams or as web application

Reporting

  • Dashboard
  • Historical Reporting
  • Data export to Excel
  • Templates for Power BI

Administration

  • Multiple call queues
  • Opening hours
  • Greetings
  • User management
  • User availability
  • Role-based access

The nitty gritty to get you started

Investments

  • One-time onboarding fee using standard workflows
  • Annual subscription for every Attendant Console user (minimum 2 required)
  • Annual subscription for every service queue (Stratus Team; minimum 1 required)

User Client

The Luware Attendant Console uses Microsoft Teams voice for the calls. It can either be used inside the Teams Client or run independently in a web browser depending on user preference. Core Teams call control features are also supported if required e.g. by ‘overflow’ users.

Requirements

These requirements must be met in order for you to use our solutions:

  • Microsoft Teams licenses (check plans & prices on microsoft.com)
  • Microsoft Teams Client installed on the end devices
  • Any device with audio – desktop or laptop. (We recommend the use of Microsoft Teams-enabled headsets to ensure optimal audio quality.)

Technical Prerequisites

Deployment

Your Direct Routing service provider or private SBC have a TLS-secured SIP connection to the Luware Attendant Console for incoming calls. Calls to the users are distributed via Microsoft Federation. Teams user direct calls flow in and out over the Direct Routing path.

Support & service

  • Hosting & updates included
  • 7am-7pm Basic Support (Central European Time/Central European Summer Time)
  • Terms and conditions according to our SaaS Agreement
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Download our product booklet as PDF to have all the information about our Attendant Console in one place.

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