Avaya 555-233-001

CentreVu Compact Call Center Solutions Packages 5 Call Center

Overview

555-233-001— Issue 2— November 2000

5-16

•Enhanced Package

The Enhanced Package offers the following features:

~Support for 6, 12, 25, or 50 agents

~DEFINITY Release 9 Deluxe Call Center software RTU license

~Basic Call Management System RTU license

~BCMS Vu Release 2 single-user license

~CD-ROM-based ACD/Vectoring training

~CD-ROM-based Basic Call Management System administrative training

~DEFINITY ONE Integrated Announcement circuit pack, which is the

hardware that connects into the DEFINITY system to enable delayed

announcements

~DEFINITY Call Classifier circuit pack, which enables calls centers to offer

callers simplified call prompting capabilities for basic menu selections and

routing options without the need for a CONVERSANT system

Contents

Main Page Contents About This Document vii 1 Introduction 1-1 2 Desktop/Console Solutions 2-1 3 Adjuncts 3-1 4I 5 Call Center 5-1 6 Wireless Solutions 6-1 7 Computer Telephony Integration 7-1 8 Telecommuting/Virtual Office 8-1 9 System Administration 9-1 10 Networking 10-1 11 SNMP Native Agent Software 11-1 Index IN-1 Appendix A: Features A-1 About This Document Purpose Intended audiences How to use this document Conventions used in this document Security Trademarks How to order documentation How to comment on this document 1 DEFINITY ONE Communications System Whats new in release 3.0 AUDIX DEFINITY Site Administration (DSA) Call Center Web browser access Call Accounting Starter packages System administration MasterDirectory and PhoneLine AMIS Analog Networking Hardware Compact modular cabinet Page Software Reliability Incomparable service Page 2 Telephones for the global marketplace Digital DCP telephones Page Page Page Page Page Page Analog (single-line) telephones Page Page Attendant Consoles DEFINITY Attendant Console DEFINITY PC Console Page Page 3 Power Systems On hold and delayed announcement systems Headsets 3 Audio and visual paging Alerts and sensors External speakerphones Security devices Call Accounting Systems 3 Page 4 Application overview of AUDIX Additional sources of information Accessing AUDIX Administration Using DEFINITY Site Administration (DSA) Review and test the DSA connection Using Telnet to access AUDIX Administration Features of AUDIX Voice Messaging Voice mailbox Page TCP/IP * * Avaya Message Manager Page Page FAX Messaging *H*4 Automated Attendant Bulletin Board CornerStone Software Page 5 Automatic Call Distribution (ACD) Page Page Basic Call Management System Attendant Vectoring Call Center Basic Call Center Deluxe Call Center Elite CentreVu Virtual Routing CentreVu Advocate BCMS Vu CentreVu CT Requirements CentreVu Call Management System (CMS) CMS add-on packages CentreVu Supervisor CentreVu Explorer II CentreVu Visual Vectors CentreVu Compact Call Center Solutions Packages Page 6 Medium-Range mobility Long-Range mobility 6 DEFINITY Wireless Business System PWT Application Starter Package 7 Server-Based solutions Third-Party applications 7 DEFINITY IP Softphone Page 8 DEFINITY ONE features for telecommuting Remote Call Coverage/ Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net Extended User Administration of Redirected Calls (Telecommuting Access) Personal Station Access Pipeline 15 8 DEFINITY Extender AUDIX features for telecommuting Remote Max 9 DEFINITY Site Administration release 1.5 Page Page Terminal administration Portless Administration/Administration Without Hardware Automatic Station Relocation/Terminal Translation Initialization Scheduling Basic reporting Performance measurements ECS Reports Generator Call Charge information Call Detail Recording Call Detail Recording features Variable format records Call Detail Recording devices Security Call restrictions Page Page 10 Uniform Dial Plan Distributed Communication System Integrated SDN and Non-Integrated SDN Distributed Communications System and ISDN DEFINITY ONE DCS networks QSIG global networking World-Class Routing Network management features Time of Day Routing Automatic Route Selection Automatic Alternate Routing Generalized Route Selection Facility Restriction Level Authorization codes Network interfaces and equipment Trunk group circuits Digital interfaces ISDN Centralized Attendant Service Main/Satellite/Tributary Electronic Tandem Network Page 11 Agent Administration DEFINITY Data Via the SNMP MIB Via the SNMP SNMP Traps DEFINITY ONE Co-Resident Modules GAM WatchDog 11 Page A Automatic routing features Basic features Page Page Page Call Center features Page Private networking features Trunk group features Page Index Numerals B C D E Index E F G H I N O P Q T U V W