Call Center features | Avaya IP600 instruction

Call Center features

A

•Telephone Self Administration

•Temporary Bridged Appearance

•Tenant Partitioning

•Terminal Translation Initialization

•Terminating Extension Group

•Timed Reminder and Attendant Timers

•Transfer

•Transfer — Outgoing Trunk to Outgoing Trunk

•Translation Copy Protection

•Trunk Flash

•Trunk Group Busy/Warning Indicators to Attendant

•Trunk Identification By Attendant

•Trunk-to-Trunk Transfer

•Visually Impaired Attendant Service

•Voice Message Retrieval

•Voice Terminal Alerting Options

•Voice Terminal Display

•Whisper Page

•World Class Tone Detection

•World Class Tone Generation

Call Center features

Avaya IP600 offers the following features designed to help you set up and maintain a modern Call Center:

•Abandoned Call Search

•Add/Remove Skills

•Agent Call Handling

•Auto-Available Split

•Automatic Call Distribution

•Basic Call Management System

•BCMS-VU (additional cost)

•Best Services Routing (Queue to Best)

•Call Prompting

	Overview for Avaya IP600 Internet Protocol Communications Server
104	555-233-001 — Issue 5 — November 2000

Image 116

Avaya IP600 manual Call Center features

Contents

2YHUYLHZ IRU Avaya Web Contents Contents Adjuncts Wireless Solutions Networking Appendix B Telephone Features 109 Viii How to use this document About This DocumentPurpose Intended audiences Conventions used in this document Conventions used in this documentSecurity Trademarks Trademarks How to comment on this document How to comment on this document Introduction Avaya IP600 Communications System Avaya IP600 Communications SystemAnnouncements Definity Site Administration DSA Web Browser AccessDefinity Site Administration DSA Call Center System Administration Call AccountingSnmp Native Agent Amis Analog Networking Hardware HardwareRack-Mounted Cabinet Avaya IP600 Site Requirements Avaya IP600 Rack-Mounted Cabinet Distribution Unit Cabinet Type Circuit Breaker Size Reliability Reliability Incomparable service Incomparable service Incomparable service Series IP Telephones Desktop/Console SolutionsTelephones for the global marketplace IP Softphones Telephones for the global marketplace Series digital telephones Series DCP telephones Telephones for the global marketplace 6424D+M telephone Feature Series Telephones Analog single-line telephones Telephone Features Wireless Handsets for X-Station Mobility Wireless Handsets for X-Station Mobility Teleconferencing Products Teleconferencing ProductsSoundStation Audioconferencing Systems Soundstation EX with External Microphones Attendant Consoles Definity Attendant ConsoleDefinity PC Console Attendant Consoles An IBM-compatible personal computer with Attendant Consoles Power Systems Adjuncts On hold and delayed announcement systems On hold and delayed announcement systemsHeadsets Audio and visual paging Alerts and sensorsExternal speakerphones Audio and visual paging Security devices Security devices Call Accounting Systems Call Accounting Systems Call Accounting Systems Intuity Audix Messaging Application overview of Audix Accessing Audix Administration Using Definity Site Administration DSAAdditional sources of information Additional sources of information Accessing Audix Administration Review and test the DSA connection Features of Audix Using Telnet to access Audix AdministrationFeatures of Audix Voice Messaging Call Answer Voice Messaging languages Voice mailbox Category Description TCP/IP Avaya Message Manager Function Description Features of Audix FAX Messaging CornerStone Software Automated AttendantBulletin Board Call Center Automatic Call Distribution ACD Automatic Call Distribution ACD Audix Automatic Call Distribution ACD Basic Call Management System Basic Call Management System Attendant Vectoring Attendant VectoringCall Center Basic Call Center Deluxe Call Center DeluxeCall Center Elite CentreVu Virtual Routing CentreVu Virtual Routing CentreVu Advocate CentreVu Advocate Bcms Vu Bcms Vu CentreVu CT CentreVu CTRequirements CentreVu Call Management System CMS CentreVu Call Management System CMS CMS add-on packages CMS add-on packagesCentreVu Supervisor CentreVu Explorer CentreVu Visual Vectors CentreVu Compact Call Center Solutions Packages CentreVu Compact Call Center Solutions Packages Wireless Solutions Medium-Range mobility Medium-Range mobility TransTalk Long-Range mobility Long-Range mobility Definity Wireless Business System PWT Definity Wireless Business System PWT Server-based solutions Computer Telephony Integration Third-Party applications Third-Party applications Enterprise Class IP Solutions Trunks Avaya IP Softphones Road WarriorTelecommuter Avaya IP Softphones Avaya IP Telephones Avaya R300 Remote Office CommunicatorCentreVu IP Agent Native H.323 Avaya R300 Remote Office Communicator Telecommuting/Virtual Office Avaya IP600 features for telecommutingPersonal Station Access Pipeline PipelineStation Security Codes Definity Extender Audix features for telecommutingDefinity Extender Audix features for telecommuting System Administration Definity Site Administration Definity Site Administration ~ VDN Administration AdministrationPortless Administration/Administration Without Hardware Scheduling Scheduling Basic reporting Basic reportingPerformance measurements ECS Reports Generator Performance measurements Call Charge information Call Charge information Call Detail Recording features Call Detail RecordingVariable format records Call Detail Recording Security Call RestrictionsCall Detail Recording devices Networking Uniform Dial Plan Distributed Communications System and Isdn Avaya IP600 DCS networks Avaya IP600 DCS networksQsig global networking World-Class Routing World-Class Routing Network management features Network management featuresTime of Day Routing Automatic Route Selection Automatic Alternate Routing Generalized Route Selection Authorization codes Facility Restriction Level Network interfaces and equipment Network interfaces and equipmentTrunk group circuits Digital interfaces Isdn Centralized Attendant Service Centralized Attendant Service Main/Satellite/Tributary Main/Satellite/Tributary Electronic Tandem Network Electronic Tandem Network Agent Administration Snmp Native Agent SoftwareAvaya IP600 Data Via the Snmp MIB Snmp Traps Avaya IP600 Co-Resident ModulesVia the Snmp WatchDog Avaya IP600 Co-Resident Modules Logins and the LACLicense Server Avaya IP600 Co-Resident Modules Avaya IP600 Features Automatic routing features Basic features Basic features Basic features 102 Basic features Call Center features Call Center features Call Center features Private networking features Private networking features Trunk group features Trunk group features 108 Telephone Features Handling Incoming Calls Handling Incoming Calls ConferenceCall Park Misoperation Handling Call Redirection Typical Avaya IP600 Call Coverage Options Night Service Enhanced Night Service Bridged Call Appearance Multi Appearance Telephone Disconnecting Unanswered Calls Disconnecting Unanswered Calls Telephone Self-Administration Speed/Convenience CallingAbbreviated Dialing Active Dialing Remote Access Recorded Telephone Dictation AccessAutomatic Callback Ringback Queuing Trunk Flash Emergency Access to the AttendantManual Originating Line Service Telephone Displays Special Dial ToneCall Charge Information Telephone Displays Group Communication Group Communication Special Ringing Special Ringing Messaging Messaging ~ Definity Audix ~ Intuity Audix Telecommuting Telecommuting 126 Attendant Operator Features Attendant OperatorAttendant Console Definity PC Console Call Handling Attendant FeaturesAttendant Features Making Calls Accessing the Attendant Monitoring Calls Centralized Attendant Service Attendant with DCS Attendant with DCS Index Numerals Conversant Audix 136 Page 138