Communication applications
Issue 3.4.1 June 2005
103
Communication applications
Call Center
The Avaya Call Center provides a total solution for a customer’s sales and service needs.
Building on the performance and flexibility of the Avaya Communication Manager, customers
can select from a powerful assortment of features, capabilities, and applications that are
specially designed to enhance call center operations.
The objective of this offer, which involves new and existing versions of Avaya Media Servers
and Communication Manager, as well as a host of attached call center peripherals, is to
improve Avaya’s Call Center offers by supporting increased capacities. These capabilities
include 6-digit and 7-digit extensions, LAN backup of Call Management System for the High
Availability offer, and customer requested enhancements to be made available in a single global
release.
Avaya Call Center applications are designed to efficiently connect each caller with the
representative who is best suited to serve that caller. Avaya Communication Manager begins
the process by capturing information about the caller even before the call is routed. That
information is integrated with existing databases, and the combined data is used to match caller
to agent.
Avaya Communication Manager integrates with a variety of Call Center applications like the
Avaya Call Management System S) for real-time reporting and performance statistics, and with
Avaya Business Advocate for expert predictive routing according to incoming calls, not just
historical data.
Avaya Call Management System (CMS)
The Avaya Call Management System collects call traffic data, formats management reports, and
provides an administration interface for Automatic Call Distribution (ACD) on your
Communication Manager. CMS helps enterprises manage the people, traffic load, and
equipment in an ACD environment by answering such questions as:
●
How many calls are we handling?
●
How many callers abandon their calls before talking with an agent?
●
Are all agents handling a fair share of the calling load?
●
Are our lines busy often enough to warrant adding additional ones?
●
How has traffic changed in a given ACD hunt group over the past year?
Site Statistics for Remote Port Networks forwards location IDs to CMS to provide call center
site-specific reports.
Содержание Application Solutions
Страница 1: ...Avaya Application Solutions IP Telephony Deployment Guide 555 245 600 Issue 3 4 1 June 2005 ...
Страница 20: ...About This Book 20 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 21: ...Issue 3 4 1 June 2005 21 Section 1 Avaya Application Solutions product guide ...
Страница 22: ...22 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 74: ...Avaya Application Solutions platforms 74 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 106: ...Call processing 106 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 124: ...Avaya LAN switching products 124 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 139: ...Issue 3 4 1 June 2005 139 Section 2 Deploying IP Telephony ...
Страница 140: ...140 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 186: ...Traffic engineering 186 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 204: ...Security 204 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 214: ...Voice quality network requirements 214 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 228: ...Avaya Integrated Management 228 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 239: ...Reliability Issue 3 4 1 June 2005 239 Figure 69 S8700 Media Server in a high reliability configuration ...
Страница 274: ...Reliability and Recovery 274 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 275: ...Issue 3 4 1 June 2005 275 Section 3 Getting the IP network ready for telephony ...
Страница 276: ...276 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 350: ...Implementing Communication Manager on a data network 350 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 356: ...Network recovery 356 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 366: ...Network assessment offer 366 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 367: ...Issue 3 4 1 June 2005 367 Appendixes ...
Страница 368: ...Appendixes 368 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 394: ...Access list 394 Avaya Application Solutions IP Telephony Deployment Guide ...
Страница 414: ...DHCP TFTP 414 Avaya Application Solutions IP Telephony Deployment Guide ...