VCM (Visual Call Manager)

Visual Call Manager enables Nortel’s Norstar and Business Communication Manager (BCM) customers to utilize the power of Computer Telephony Integration (CTI) beyond their receptionist and Call Centre Agents. CTI functionality is extended to every computer desktop within their organization resulting in an improvement in overall communications using an innovative easy-to- Interface.

VCM Changes the Rules

When integrated to Nortel’s Norstar or Business Communication Manager (BCM) phone systems, VCM provides an impressive line-up of call handling and inter-office communication features including:

• Desktop Call Control
• Text Messaging
• Message Notification
• Unlimited Speed Dials
• Interface displays up to 160 extensions without having to scroll
• Contact Manager Integration (Screen-pop’s Outbound Dialing)
• System Wide Call Report Generation
• Personal Call Report Generation

Instead of using the telephone, employees can perform all their call-handling functions through their PC’s. This allows them to stay focused and improve their productivity.

Screen POPS

VCM integrates to many popular contact managers such as Outlook, ACT! Maximizer, Goldmine and more, providing screen pops to incoming calls in addition to outbound dialing. Having this information readily available allows employees to greet customers by name, resulting in greater caller satisfaction and improved call efficiency.

Enhanced Business Management

VCM also has a powerful Call Auditor. Call Auditor enables the enterprise manager to more efficiently manage his or her telecommunication facilities by quickly and easily producing reports based upon all telephone calls in and out of an office. Report types include the number of long distance calls made by a particular extension or the length of time caller were placed on hold.