Sentinel CM. Fully integrated computer telephony, Avaya PBX solution for mission-critical call centers
Being the first to identify an emergency can be daunting for call takers. But, having the right call handling solution can ensure effective, efficient communications in virtually every situation. Now, call centers utilizing an Avaya Communication Manager (CM) PBX can better manage emergency and non-emergency calls with ease using the fully ntegrated computer telephony solution, Sentinel CM (Call Manager).
Sentinel CM provides users with the popular Sentinel User Interface and manages voice communications on an Avaya CM PBX using Avaya Computer Telephony Integration (CTI) technology. The Sentinel CM and Avaya solution provide a significantly rich Automatic Call Distribution (ACD) environment with high availability and scalability.
Sentinel CM provides audio and visual alerts, and easy-to-follow-presentation of critical data, expediting a call taker’s response to the situation-at-hand. This includes Automatic Number Identification (ANI), Automatic Location Identification (ALI) which includes location coordinates for wireless calls and call status. Plus, Sentinel CM features one-button transfers for voice and data, extensive wireless-specific call-handling features, dynamic call status indicators and more.
Programmable voice and data speed dial buttons, enabling single-click contact with responding agencies, other call centers and relevant organizations are also key features of Sentinel CM. These dedicated buttons enable one-button call-back to 9-1-1 callers to quickly re-establish contact if a call is lost. It can also save time by entering alphanumeric characters when inputting a telephone number; Sentinel CM automatically converts the entry to the correct telephone number.
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