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> TAPI Agent Terminal
The nature of call centers is changing. In today’s business environment, there is more to answering a telephone call than simply saying "hello". Agents are now expected to complete more calls in less time, yet still maintain the highest customer satisfaction standards. This increased attention to total customer care is driving organizations to find more advanced call center solutions.
Telbon introduces the next generation of Executone intelligent solutions...the TAPI Agent Terminal...a product designed to provide complete care for your customers.
More than just a phone, the TAPI Agent Terminal is a communications tool designed for today’s complex call centers. Agents can now handle customer calls and see the latest queue status. Information traditionally reserved for the supervisor has moved to the desktop. The successful call centers are those that empower their agents with the right information.
The Agent Terminal does precisely that.
Functionally superior and easy to use, the TAPI Agent Terminal is the right choice. Oversized keys improve accuracy and speed. The 160-character LCD displays information crucial to an agent’s performance, such as queue status, arriving call data, agent time in state, even daily agent statistics. The terminal, designed with versatility in mind, features dual headset jacks, a variable position LCD mounting, and volume controls.
Features include:
 | Multi-position screen mount |
| Programmable user keys |
| Dual headset jacks |
| DB/25 port for data and TAPI access |
| 160-character LCD screen State-driven softkeys |
| Oversized keys for speed and accuracy |
ACD Inbound
| Ring. Incoming calls display call arrival information for the agent, including line ID, called group and timely delay of the call. |
| Busy. Agent status, time in state and queue information are all displayed while the agent is on call. The softkeys change base on current state. |
ACD Outbound
| Busy. Co-Agents are always aware of their status and the current queue conditions. This screen depicts an agent who is talking on a non-ACD call. |
Statistics
| Statistics. Agents can review their performance real time. Statistics are cumulative for the day and can be accessed using the softkeys. Agents can still receive incoming calls while accessing their stats from the
Available Mode. |
| Qualify. Call qualification input is displayed and can be edited. The
Repeat softkey will re-display arriving call data. |
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