Call Center features Features | Avaya 555-233-001 specification

Call Center features

A Features

•Call Prompting

•Call Vectoring

•Calling Party/Billing Number

•CentreVu Advocate

•CentreVu CT Server (additional cost)

•CentreVu Virtual Routing

•Direct Agent Announcement

•Duplicate Agent

•Expert Agent Selection

•Flexible Billing

•Holiday Vectoring

•Inbound Call Management

•Intraflow and Interflow

•Enhanced Look-Ahead Interflow

•Malicious Call Trace

•Multimedia Call Handling

•Multiple Call Handling

•Queue Status Indications

•Reason Codes

•Redirection on No Answer

•Remote Agent Logout

•Service Observing

•Universal Call ID

•VDN in a Coverage Path

•VDN of Origin Announcement

•Voice Response Integration

•VuStats

Overview
555-233-001 — Issue 2 — November 2000	A-7

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Avaya 555-233-001 manual Call Center features Features

Contents

Definity ONE Communications System Avaya Web Contents Adjuncts Contents Computer Telephony Integration Index IN-1 About This Document How to use this documentPurpose Intended audiences Conventions used in this document SecurityConventions used in this document About This Document Trademarks About This Document Trademarks How to order documentation How to comment on this documentHow to order documentation About This Document Definity ONE Communications System Introduction Definity ONE Communications System Introduction What’s new in release Definity Site Administration DSA Definity Site Administration DSA IntroductionCall Center Web browser access Introduction Web browser accessCall Accounting Starter packages System administration System administration IntroductionMasterDirectory and PhoneLine Hardware Amis Analog NetworkingCompact modular cabinet Amis Analog Networking Introduction 3 4 Hardware Introduction Software ReliabilitySoftware Introduction Incomparable service Introduction Incomparable service Incomparable service Introduction Telephones for the global marketplace Desktop/Console Solutions Digital DCP telephones Series digital telephones Overview Series digital telephones Series digital telephones Feature Series Telephones 7300/ATL-Series hybrid telephones Requirements Analog single-line telephones Series analog telephones Series analog telephones Attendant Consoles Attendant Consoles Desktop/Console SolutionsDefinity Attendant Console Definity PC Console Requirements Attendant Consoles Desktop/Console Solutions Adjuncts Power Systems On hold and delayed announcement systems HeadsetsOn hold and delayed announcement systems Adjuncts Alerts and sensors Audio and visual pagingExternal speakerphones Security devices Call Accounting Systems Adjuncts Call Accounting Systems Call Accounting Systems Adjuncts Call Accounting Systems Adjuncts Application overview of Audix Intuity Audix Messaging Using Definity Site Administration DSA Accessing Audix AdministrationAdditional sources of information Additional sources of information Ntuity Audix Messaging Review and test the DSA connection Accessing Audix Administration Ntuity Audix Messaging Using Telnet to access Audix Administration Features of Audix Features of Audix Ntuity Audix MessagingVoice Messaging Voice mailbox Features of Audix Intuity Audix Messaging Category Description TCP/IP Avaya Message Manager Function Description Features of Audix Intuity Audix Messaging Automated Attendant FAX Messaging CornerStone Software Bulletin Board Features of Audix Intuity Audix Messaging Call Center Automatic Call Distribution ACD Call Center Automatic Call Distribution ACD Group C General Information Automatic Call Distribution ACD Call Center Basic Call Management System Call Center Basic Call Management System Attendant Vectoring Call Center BasicAttendant Vectoring Call Center Call Center Deluxe Call Center EliteCall Center Deluxe CentreVu Virtual Routing Call Center CentreVu Virtual Routing CentreVu Advocate Call Center CentreVu Advocate Bcms Vu Call Center Bcms Vu CentreVu CT RequirementsCentreVu CT Call Center CentreVu Call Management System CMS Call Center CentreVu Call Management System CMS CMS add-on packages CentreVu SupervisorCMS add-on packages Call Center CentreVu Explorer CentreVu Compact Call Center Solutions Packages CentreVu Compact Call Center Solutions PackagesCentreVu Visual Vectors CentreVu Compact Call Center Solutions Packages Medium-Range mobility Wireless Solutions Long-Range mobility Long-Range mobility Wireless Solutions Long-Range mobility Definity Wireless Business System PWT Application Starter Package Application Starter Package Wireless Solutions Computer Telephony Integration Server-Based solutions Third-Party applications Server-Based solutions Computer Telephony Integration Definity IP Softphone Computer Telephony Integration Definity IP Softphone Definity IP Softphone Computer Telephony Integration Definity ONE features for telecommuting Personal Station AccessTelecommuting/Virtual Office Pipeline Station Security CodesPipeline Telecommuting/Virtual Office Audix features for telecommuting Definity ExtenderDefinity Extender Telecommuting/Virtual Office Remote Max Starter application packageRemote Max Telecommuting/Virtual Office Definity Site Administration release System Administration Definity Site Administration release System Administration ~ VDN Terminal administration Portless Administration/Administration Without HardwareTerminal administration System Administration Scheduling Scheduling System Administration Basic reporting System Administration Basic reportingPerformance measurements ECS Reports Generator Performance measurements System Administration Call Charge information Call Charge information System Administration Call Detail Recording System Administration Call Detail Recording featuresCall Detail Recording Variable format records Security System Administration Call Detail Recording devicesCall restrictions Starter application package System Administration Starter application package System Administration Uniform Dial Plan Networking Distributed Communications System and Isdn Definity ONE DCS networks Qsig global networkingDefinity ONE DCS networks Networking World-Class Routing Networking World-Class Routing Network management features Networking Network management featuresTime of Day Routing Automatic Route Selection Generalized Route Selection Automatic Alternate Routing Facility Restriction Level Authorization codes Network interfaces and equipment Trunk group circuitsNetwork interfaces and equipment Networking Isdn Digital interfaces Centralized Attendant Service Centralized Attendant Service NetworkingMain/Satellite/Tributary Electronic Tandem Network Networking Electronic Tandem Network Starter application package Networking Snmp Native Agent Software Agent AdministrationDefinity Data Via the Snmp MIB Definity ONE Co-Resident Modules Snmp TrapsVia the Snmp WatchDog Logins and the LAC License ServerDefinity ONE Co-Resident Modules Snmp Native Agent Software 11-4 Issue 2 November Automatic routing features Features Basic features Features Basic features Basic features Features Basic features Features Basic features Features Call Center features Features Call Center features Call Center features Features Private networking features Features Private networking features Trunk group features Features Trunk group features Trunk group features Features Numerals Index Conversant Index Medium range 10-4 Overview Issue 2 November IN-5 IN-6