Avaya IP600 manual CentreVu Virtual Routing

CentreVu Virtual Routing 5

CentreVu Virtual Routing

CentreVu Virtual Routing, an Avaya IP600 feature, helps you provide the best possible service to your customers while using all your Call Center resources wisely and cost-effectively. CentreVu Virtual Routing allows multiple locations to work together as a single virtual Call Center. Its smart routing capabilities monitor and anticipate changing conditions across your virtual Call Center network to find the best place to deliver each call, every time.

CentreVu Virtual Routing can help you:

•Save on network costs

•Optimize existing resources

•Balance agent workloads

•Ensure consistent and reliable customer call handling and service

•Equalize enterprise-wide call volume across sites or across multiple splits/skills at a single site

CentreVu Virtual Routing provides Best Service Routing — the ability to automatically deliver each call to the best place based on a combination of criteria. You can use Best Service Routing with CentreVu Advocate to make your multisite routing even more precise and effective. Once Best Service Routing delivers a call to the “right” Call Center or split/skill, CentreVu Advocate determines the best agent to handle the call based on the caller’s needs and the caller’s value to your business.

In addition to Best Service Routing, CentreVu Virtual Routing offers Enhanced Look-Ahead Interflow (LAI) multisite routing. LAI can help improve customer service and satisfaction by speeding the distribution of calls among locations or skills/splits with low call volumes and long hold times.

CentreVu Virtual Routing also supports enhanced information forwarding to provide valuable details along with each routed call. The information “attached” to each call may include:

•Vector Directory Number (VDN)

•Caller-supplied collected digits

•Dialed Number Identification Service (DNIS)

•Accumulated time waiting

CentreVu Virtual Routing also passes along a Universal Call ID (UCID), a unique identification “tag” that is attached to each call and remains with the call as it is routed throughout your network. By passing Universal Call ID, CentreVu Virtual Routing enables lifetime tracking of calls routed among Call Centers, Avaya IP600 systems, or adjuncts such as CONVERSANT for interactive voice response.

	Overview for Avaya IP600 Internet Protocol Communications Server
50	555-233-001 — Issue 5 — November 2000