Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Industry Applications
3-3Education (K – 12 and small colleges)
3
■ The security of all buildings can be coordinated and enhanced in the
following ways:
— The system efficiently routes emergency calls to security staff.
— PassageWay
®
Direct Connection logs incoming calls and pinpoints
the location of the telephone making the call, using the system’s
name/number display capability.
— Call management software logs the speed of the response so that
response times can be measured and improved.
Communicate easily with the outside world
Most schools receive many incoming calls. The number of calls also fluctuates a
great deal
— increasing just prior to the start of a semester, for example. Often,
the callers are unsure which department or to which individual they need to talk.
The communications system must, therefore, be able to handle fluctuating call
volume while satisfying each caller’s particular needs. Here is how the Basic Call
Management System’s tools meet these needs:
■ Automatic Call Distribution routes incoming calls to agents in a hunt group.
As additional calls come in, they are routed to an available agent or placed
in queue if an agent is not available. If there are too many calls in queue,
the calls can be automatically routed to standby agents during periods of
high-call volume. Display telephones alert the standby agents that they are
handling overflow calls.
■ Call management software keeps statistics on the number of abandoned
calls, average length of call, average wait time, and other activities so you
can manage your hunt groups and track productivity.
Reduce costs while meeting student needs
Educators now have many options for making the most of their resources while
providing a top quality education for many students. The system provides
efficient, integrated access to both the school and to worldwide resources:
■ Speakerphones allow distant experts to share knowledge with students in
the classroom.
■ Desktop Conferencing Systems enable students to see and speak with one
another and to collaborate on documents. They can create and jointly edit
documents that may reside on only one computer in one location. The
students can work together as if they were all seated at the same table.
■ Wireless telephones can help teachers and students solve software
problems because access to technical experts is easier.
These tools allow schools to form partnerships with each other world-wide,
enhancing the overall quality of education they offer while spawning new
revenue-generating opportunities.