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Avaya IP600 manual Call Center

Models: IP600

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5 Call Center

The Avaya IP600 Call Center applications are designed to efficiently connect each caller to the appropriate representative. Before the call is routed, information is captured about the caller and integrated with existing databases (see Chapter 7, Computer Telephony Integration). The combined data is used to match the caller to an agent. Additional features politely inform callers waiting in queue (a holding place for incoming calls) of the length of time it will take to process the call. Detailed call statistics are constantly available to the agents and supervisors.

Calls into the Avaya IP600 Call Center are queued up and routed based on information the system continually acquires. Each caller can be presented with a variety of options for leaving a voice message, a fax, or monitoring the status of the call. Using CONVERSANT voice response software, the system responds appropriately to spoken information.

The following are switch features:

•Automatic Call Distribution, which manages call traffic and workflow

•Basic Call Management System (BCMS), an optional product which provides call management reporting for smaller Call Center operations

•Attendant Vectoring

•Call Center Basic, Call Center Deluxe, and Call Center Elite, which enable you to set up a Call Center (switch)

•CentreVu Virtual Routing

•CentreVu Advocate

The following are PC applications:

•BCMS Vu, which enhances the capabilities of the Basic Call Management System

•CentreVu Computer Telephony (CT)

•CentreVu Call Management System (CMS). CMS add-ons enhance CMS, and include:

~CentreVu Supervisor

~CentreVu Explorer II

~CentreVu Visual Vectors

CentreVu Compact Call Center Solutions packages are available in Basic and Enhanced versions.

Avaya IP600 provides an applications platform that consists of several elements. When these elements are integrated to meet business requirements, advanced call distribution and management capabilities deliver the performance and growth necessary for your business success.

Note: Some applications and products are unavailable in some countries. Please check with your local distributor for further information about which features and applications are available to you.

Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000	43

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Avaya IP600 manual Call Center

Contents

2YHUYLHZ IRU Avaya Web Contents Adjuncts ContentsWireless Solutions Networking Appendix B Telephone Features 109 Viii Intended audiences How to use this documentAbout This Document PurposeSecurity Conventions used in this documentConventions used in this document Trademarks TrademarksHow to comment on this document How to comment on this documentIntroduction Announcements Avaya IP600 Communications SystemAvaya IP600 Communications System Call Center Definity Site Administration DSAWeb Browser Access Definity Site Administration DSAAmis Analog Networking System AdministrationCall Accounting Snmp Native AgentRack-Mounted Cabinet HardwareHardware Avaya IP600 Rack-Mounted Cabinet Avaya IP600 Site RequirementsCabinet Type Circuit Breaker Size Distribution UnitReliability ReliabilityIncomparable service Incomparable serviceIncomparable service Telephones for the global marketplace Desktop/Console SolutionsSeries IP Telephones Telephones for the global marketplace IP SoftphonesSeries 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 MobilitySoundStation Audioconferencing Systems Teleconferencing ProductsTeleconferencing Products Soundstation EX with External Microphones Attendant Consoles Attendant ConsolesDefinity Attendant Console Definity PC ConsoleAn IBM-compatible personal computer with Attendant Consoles Adjuncts Power SystemsHeadsets On hold and delayed announcement systemsOn hold and delayed announcement systems Audio and visual paging Audio and visual pagingAlerts and sensors External speakerphonesSecurity devices Security devicesCall Accounting Systems Call Accounting SystemsCall Accounting Systems Application overview of Audix Intuity Audix MessagingAdditional sources of information Accessing Audix AdministrationUsing Definity Site Administration DSA Additional sources of informationReview and test the DSA connection Accessing Audix AdministrationVoice Messaging Features of AudixUsing Telnet to access Audix Administration Features of AudixCall Answer Voice Messaging languages Category Description Voice mailboxTCP/IP Avaya Message Manager Function Description Features of Audix FAX Messaging Bulletin Board Automated AttendantCornerStone Software Call Center Automatic Call Distribution ACD Automatic Call Distribution ACDAudix Automatic Call Distribution ACD Basic Call Management System Basic Call Management SystemCall Center Basic Attendant VectoringAttendant Vectoring Call Center Elite Call Center DeluxeCall Center Deluxe CentreVu Virtual Routing CentreVu Virtual RoutingCentreVu Advocate CentreVu AdvocateBcms Vu Bcms VuRequirements CentreVu CTCentreVu CT CentreVu Call Management System CMS CentreVu Call Management System CMSCentreVu Supervisor CMS add-on packagesCMS add-on packages CentreVu Explorer CentreVu Visual Vectors CentreVu Compact Call Center Solutions Packages CentreVu Compact Call Center Solutions PackagesMedium-Range mobility Wireless SolutionsTransTalk Medium-Range mobilityLong-Range mobility Long-Range mobilityDefinity Wireless Business System PWT Definity Wireless Business System PWTComputer Telephony Integration Server-based solutionsThird-Party applications Third-Party applicationsTrunks Enterprise Class IP SolutionsAvaya IP Softphones Avaya IP SoftphonesRoad Warrior TelecommuterNative H.323 Avaya IP TelephonesAvaya R300 Remote Office Communicator CentreVu IP AgentAvaya R300 Remote Office Communicator Personal Station Access Avaya IP600 features for telecommutingTelecommuting/Virtual Office Station Security Codes PipelinePipeline Definity Extender Audix features for telecommutingDefinity Extender Audix features for telecommuting Definity Site Administration System AdministrationDefinity Site Administration ~ VDN Portless Administration/Administration Without Hardware AdministrationAdministration Scheduling SchedulingPerformance measurements Basic reportingBasic reporting Performance measurements ECS Reports GeneratorCall Charge information Call Charge informationCall Detail Recording Call Detail Recording featuresCall Detail Recording Variable format recordsCall Detail Recording devices Call RestrictionsSecurity Uniform Dial Plan NetworkingDistributed Communications System and Isdn Qsig global networking Avaya IP600 DCS networksAvaya IP600 DCS networks World-Class Routing World-Class RoutingAutomatic Route Selection Network management featuresNetwork management features Time of Day RoutingGeneralized Route Selection Automatic Alternate RoutingFacility Restriction Level Authorization codesTrunk group circuits Network interfaces and equipmentNetwork interfaces and equipment Isdn Digital interfacesCentralized Attendant Service Centralized Attendant ServiceMain/Satellite/Tributary Main/Satellite/TributaryElectronic Tandem Network Electronic Tandem NetworkVia the Snmp MIB Agent AdministrationSnmp Native Agent Software Avaya IP600 DataWatchDog Snmp TrapsAvaya IP600 Co-Resident Modules Via the SnmpLicense Server Logins and the LACAvaya IP600 Co-Resident Modules Avaya IP600 Co-Resident Modules Automatic routing features Avaya IP600 FeaturesBasic features Basic featuresBasic features 102 Basic features Call Center features Call Center featuresCall Center features Private networking features Private networking featuresTrunk group features Trunk group features108 Handling Incoming Calls Telephone FeaturesCall Park ConferenceHandling Incoming Calls 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 CallsActive Dialing Telephone Self-AdministrationSpeed/Convenience Calling Abbreviated DialingRingback Queuing Remote AccessRecorded Telephone Dictation Access Automatic CallbackManual Originating Line Service Emergency Access to the AttendantTrunk Flash Telephone Displays Telephone DisplaysSpecial Dial Tone Call Charge InformationGroup Communication Group CommunicationSpecial Ringing Special RingingMessaging Messaging~ Definity Audix ~ Intuity Audix Telecommuting Telecommuting126 Definity PC Console Attendant Operator FeaturesAttendant Operator Attendant ConsoleAttendant Features Attendant FeaturesCall Handling Making Calls Monitoring Calls Accessing the AttendantCentralized Attendant Service Attendant with DCS Attendant with DCSNumerals IndexConversant Audix 136 Page 138