CISCO SOLUTIONSPLUS – PRODUCT DATA SHEET

ARC ENTERPRISE ATTENDANT CONSOLE 4.1

Arc Enterprise is a feature rich attendant console application for Cisco Unified CallManager that offers an advanced set of telephony functionality combined with presence management and directory features.

Arc Enterprise offers a scalable, modular solution to organisations wishing to provide an enhanced level of customer service in their operator centres. Organisations large and small see the benefit of handling each inbound caller through a specially trained and equipped operator. Arc Enterprise scales effectively from 1 client to 100.

The system uses a powerful queuing engine to direct the calls to the operator, and a number of monitoring features to ensure that the resulting transferred call is delivered correctly.

Various caller identification and prioritisation features,including Calling Line Identification (CLID) and Dialed Number Identification String (DNIS), matching allow the operator to immediately recognise the caller’s origin, likely destination and purpose.

Three types of directory offer fast searching based on a selection of fields including name, department, alternative number or keyword. Based on a caller’s origin, the system can shrink the directory view to only the likely destinations requested by that caller; for example a sales caller who has dialled from New York will most likely want to speak to the East coast sales team. Through minimal key-presses, calls may be directed to the correct destination in a matter of seconds.

As well as a raft of powerful telephony features including Hold with Notes, Personal Call Park and in Queue messaging (with the optional Voice Connect module), Arc Enterprise utilises the features of Cisco Unified CallManager to show the state of any Cisco Unified IP phone on the networkor if they have call forward set. The operator can politely interrupt staff on a call with XML on-screen messages and audible alerts using the additional XML Whisper Page feature.

The above features may be extended to up to 100 Arc Enterprise clients on one system.

Localisation

Arc Enterprise is available in the following languages

English / French / Italian / German / Finnish
Spanish / Norwegian / Swedish / Danish / Dutch

Availability

Arc Enterprise is available as the following items on the Cisco price list:

Order Code / Product Description / Comments
SP-ARC-ENP-ATT-CON / Arc Enterprise Client License
(description is “SolutionsPlus ARC Enterprise PC Attendant Console” on the Cisco Price List) / Up to 100 per system
SP-ARC-ENP-WL100 / XML phone feature license for 100 compatible Cisco Unified IP Phones
(description is “SolutionsPlus ARC Enterprise Whisper License for 100 users” on the Cisco Price List) / Up to a total of 2200 phones supported when used in conjunction with 1000 phone license
See Arc Enterprise Whisper Page data sheet. XML Whisper/Page can be ordered initially with the Arc Enterprise Attendant Console or can be ordered as spares after installation.
SP-ARC-ENP-WL1000 / XML phone feature license for 1000 compatible Cisco Unified IP Phones
(description is “SolutionsPlus ARC Enterprise Whisper License for 1000 users” on the Cisco Price List) / Up to a total of 2200 phones supported when used in conjunction with 100 phone license
See Arc Enterprise Whisper Page data sheet. XML Whisper/Page can be ordered initially with the Arc Enterprise Attendant Console or can be ordered as spares after installation.

Accessibility

Arc Enterprise fully supports visually impaired users, offering screen reader (JAWS) and Screen Magnification (ZoomText) compatibility support.

General features

•Console is a client server application

•Scalable up-to 100 clients per server

•“Anyone can be an operator” - network based IP client

•Database: LDAP Microsoft Active Directory or ODBC, Netscape iPlanet, support (Arc Certified Partner professional services required)

•Connects to Cisco Unified CallManager via TAPI link

Network topology[CSI1]

Arc Enterprise - Key features

  • 3 Configurable Directories (SQL)
  • Microsoft® Active Directory Support
  • User-Definable Search Fields
  • Transfer and Transfer Recall
  • Hold and Hold with Notes
  • Camp-on, Camp-on Recall and Indication
  • CallPark and CallPark Recall
  • Leave a Message via e-mail
  • Call Toggle (Call Brokering)
  • Console Speed Dials
/
  • Time of Day Routing
  • Emergence Queue feature
  • Whisper Page to Cisco Unified IP Phone, XML capable
  • Group Page to Cisco Unified IP Phone, XML capable
  • *Presence Management Feature
  • *PersonalCallPark feature
  • *Voice Connect - Queue Messaging
  • *Server Resilience options
  • *Custom Keyboard
  • *Call Statistics, Graphs, Reports
* = optional costed upgrade from Arc Solutions

Cisco Unified CallManager Compatibility

Arc Enterprise 4.1 passed Cisco Interoperability Verification Testing (IVT) with Cisco Unified CallManager 4.1 in January 2006.

[CSI1]Please change CallManager to read: Cisco Unified CallManager and Cisco IP Phone to Cisco Unified IP Phone.