Essex Magistrates Courts Centralises Services With Help From Interalia's Xmu

The 8-port system is being used to direct callers to the correct location or offer them a telephone number to dial if enquiring about fine accounts or fixed penalties. It is using a menu configuration, directing callers to: Fine account and maintenance enquiries, Case Listings; Legal Aid; Liquor Licensing; Court Results and enquiries, Convictions & Appeals and Family Proceedings.

The Interalia XMU+ has provided an effective way of managing a high volume of calls, which following the move was being handled by one department. The system not only delivers call processing but also ACD announcements, music/messaging-on-hold, interactive audiotext, call processing and basic IVR functionality.

An automatic answering message quickly and simply directs callers to the appropriate extension. If required, the XMU+ could also enable callers to respond to questions so that staff are fully aware of the nature of the query when answering it or they can receive the information required automatically.

Commenting Simon Latham at Interalia Communications says: “The XMU+ has helped the magistrates’ courts service to improve front line services by steering callers to the correct department which has enabled staff to provide a more efficient service”.

The Interalia XMU+ is compatible with all major telephone systems, is easy to install and operate and offers numerous highly developed features. It enables companies to create a time-and-date stamp that automatically activates messages for holidays and prescheduled events up to one year in advance. The system can in addition play a specific message during peak hours to alert callers of extended wait times or indicate when their call will be answered. Offering between 1 to 63 port systems and from 2 minutes to 2 hours recording time, the XMU is one of the most advanced announcement/call processing systems available today.