Unimax Launches Help Desk Application for Voicemail Password Resets and Other MACs

An application that helps users to progressively roll out telecom responsibilities to help desk agents has recently been unveiled by Unimax Systems Corporation, during its participation in International Avaya (News - Alert) Users Group (IAUG) Converge2013 conference in Orlando, FL.

HelpOne, a Unified Voice Administration tool that helps tier one help desk agents to directly reset an employee's voicemail password, phone PIN, speed dials, zero out extension, call forwarding numbers, simultaneous ring settings, phone labels, voicemail notification preferences, find me settings, and more without the support of voice engineers.

This new application is currently well-suited with systems from Avaya/Nortel, Cisco, AVST (News - Alert), and Microsoftand is beneficial to telecom or IT department, helping them to configure the settings that can be viewed and changed by a help desk agent. Users can also determine and configure the help content and field labels that appear in the application.

"With HelpOne, overburdened and understaffed telecom departments finally have a way to shift focus away from costly, redundant MACs to more critical work tickets and strategic initiatives," said Phil Moen, Unimax (News - Alert) president and CEO.

According to Moen, this new application makes it possible to off-load a significant percentage of telecom support calls and their related work tickets from highly trained and paid telecom engineers to help desk agents and the result is a significant amount of savings that can be applied to other initiatives such as SIP, BYOD, Video, Mobility, Virtualization, etc.

This application offers easy maintenance and even handles changes for phone and voicemail systems in single and multi-vendor environments all on one screen.

"A key requirement of HelpOne was to develop a tool that was easy to use even for help desk agents without telecom experience," said Teresa Dixon, Unimax Director of Product Management. "HelpOne takes the complexity and telecom jargon out of what is typically provided in MAC administration solutions. The process to complete a typical telecom MAC can include dozens of steps and take days or even weeks to complete. HelpOne simplifies that process to just a few mouse clicks and can be completed immediately while the employee needing help is still on the phone.”

On the whole, Help desk solutions is intended to provide an exceptional user experience and to bring much shorter return on investment and greater overall success for the enterprise.