ONI has its own in-house team developing business enhancing XML applications for the Cisco AVVID architecture. These XML applications allow services and information to be delivered directly to the Cisco IP Handset in real time. This push technology enables managers to send up to the minute information such as call or, possibly sales figures to the agent so they aware of how they are performing i.e. are they keeping up their call rates or hitting those all important sales targets. This is very different to e-mail where the facts and figures can lie dormant in an inbox until the agent decides to read them.
Phone Control
With the advent of the recent disability act, Phone Control is particularly relevant and helpful for providing assistance to the hard of hearing and partially sighted.
This is a bespoke program developed by ONI that runs on a PC and allows you to take control of a Cisco IP Phone from a central administrative location. If a user on the network is experiencing difficulties, the central administrator is able to access the 'target' phones status via their PC. It allows the help desk to see what is on a remote phone screen and take control for trouble shooting, testing or assisting a user. It is also useful for training in that it allows a phone image and its screen to be projected using a projector connected to the PC.
Phone Assistant
Phone Assistant has been developed by ONI to improve the call handling facilities within the standard Cisco platform. It allows users of the system to easily pick-up calls, steal calls, transfer calls in discreet hunt groups. Additionally Phone Assistant can virtually replicate functionality of the Cisco 7960 screen and keyboard should they prefer. It runs on a PC and allows the user access to all the services available on the traditional IP Phone including the ability to:
- Place outgoing calls
- Receive incoming calls
- Divert calls to voice mail
- Redirect calls to another number
- Place calls on hold
- Call transfer
- Call conference
