BTS’ CommsWare VoIP Console Improves Operator Services at the London Borough of Merton
Merton's Incoming calls to Operators were routed via a distribution group to a number of analogue extensions. This solution was far from ideal and offered no advanced call handling options. Calls received by Operators could only be transferred unannounced to the requested extension, and Operators had no way to recover a call.
The solution was a proper screen-based operator consoleand after looking at a number of options, Merton selected the CommsWare VoIP Console from BTS.
Maureen McKean (Team Leader) said, “The operators love the visual representation of the call state”, and noted, “We no longer put callers though to busy numbers; that alone is a great leap forward”.
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