Avaya Customer Interaction Express 1.0, User Manual

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108 User Manual CIE 1.0 System Administration
Features that are not supported by the CIE-ACM connection
The following functions are not available for a CIE connected to an ACM.
• Line reporting and realtime line information
• Coaching (due to Silent Realtime Information)
• User numbers in ACM
• Overriding agent call diversion by ACD calls
• Multiple ACM task server instances on one PC.
• Resorting to internal PBX call routing
• Serial call
• The reporting counters not supported by the ACM are described in Addendum Customer
Interaction Express 1.0 Reporting Counter .
• Hold announcements
• Announcements before answering
• Announcement for direct incoming calls
• Announcemnet for transferred calls
The following functions behave differently when you use an ACM connection than when you use an I55
connection.
• If a call is routed to a busy external destination, the caller is canceled. The call is not reset in the
queue.
• If you restart the PBX task server, agents who were logged in before you restarted the server are
logged out.
Features that you must not activate on the telephone
You are not permitted to activate the following features on the telephone.
• Call routing
• Do Not Disturb
Note for the ACM PBX call flow
The number of queues in the ACM PBX is limited by the hardware. Up to 60 queues are possible for each
server. Keep this in mind when you are creating a call flow.
Examples:
Welcome announcement
Queue calculation
Drop if nothing else is available
The channels for the queue are reduced by the channels you use for the welcome announcements.