The VistaPoint WebConsole was designed to provide Cisco UCM operators and UCCX/E agents with powerful call handling features while also allowing for the capturing of data during the call. The WebConsole can access directories and data files needed to process calls. Several key features of WebConsole include:

Call Tracker relies on a script that runs on the VistaPoint server. The script can be tailor-made to each customer’s needs. The CallerID is used to update instantly the record as the call is ringing their phone. The calling party’s history is displayed in Call Tracker. The WebConsole user can collect and then update information while adding comments. The CallerID, time/date, and extension handling the call get saved with each submittal.

Working with your staff, we will create the Call Tracker form and associated database. Your staff can continue to have us make changes (for a small fee), or your Administrator can be provided access to scripts and forms to manage and control the information that is displayed and collected. You are free to: modify scripts, form content, create new toolbar and buttons, and view collected data.

A web-based report is available showing call history by all operators. You can make use of filters to narrow the report’s output.

Your operators/agents can choose a client-based console or the browser-based console (WebConsole). Both are very similar in appearance with the WebConsole offering a few additional benefits.

Higher Education

• Date of call – automatically inserted into form
• Time of call – automatically added to form
• CallerID – automatically added to form
• Extension processing call – automatically entered into the record
• Category – select the purpose of call from a drop-down box with predefined choices
• Nature of call (record request, transcripts, etc.) – drop-down box with predefined choices
• Department/Campus call transfer destination – drop-down box with predefined choices
• Caller a registered student – option to choose yes or no
• Action taken
• Add follow-up notes – entered by user during or after call
• Any additional fields that may be needed

Healthcare

• Date of call – automatically inserted into form
• Time of call – automatically added to form
• CallerID – automatically added to form
• Display name associated with CallerID – automatically pulled from database
• On-Call Schedule – automatically retrieved from database
• Contact information – automatically pulled from database
• Call handling instructions – automatically retrieved from database
• Extension processing call – automatically entered into the record
• Call results – entered by user during or after call
• Any additional fields that may be needed

Customer Service

• Date of call – automatically added to form
• Time of call – automatically inserted into form
• Extension processing call – automatically entered into the record
• Nature of call (requesting service, type of request, urgency, etc.) – drop-down box with predefined choices
• Associate CallerID with customer name – automatically inserted into form
• Is caller on a current support plan – option to choose yes or no
• Disposition of Call – Transferred to support queue, voicemail, dispatched technician, etc. – drop-down box with predefined choices
• Add follow-up notes – entered by user during or after call • Any additional fields that may be needed