Issue 1.0 May 2003
53
Chapter 2: ACD contact center features
This chapter describes Avaya contact center features that are administered on the Avaya
communication server.
Features that apply only to Category A are identified when applicable. These features
cannot be used with Category B (Avaya BCS and GuestWorks).
List of contact center features
Administered contact center features described herein include:
●
Abandoned call search
on page 55
●
Add/Remove Skills (Category A only)
on page 57
●
Agent Call Handling
on page 59
●
Auto-Available Split/Skill
on page 74
●
Automatic Call Distribution
on page 77
●
Basic Call Management System
on page 91
●
Best Service Routing (Category A only)
on page 94
●
Call Management System (Category A only)
on page 119
●
Call Prompting
on page 125
●
Call Vectoring
on page 128
●
Avaya Business Advocate (Category A only)
on page 138
●
Expert Agent Selection (Category A only)
on page 147
●
Inbound Call Management
on page 156
●
Information Forwarding (Category A only)
on page 163
●
Look-Ahead Interflow (Category A only)
on page 171
●
Multiple Call Handling
on page 177
●
Network Call Redirection (NCR) (Category A only)
on page 183
Содержание Communication Manager Contact Center
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Страница 52: ...Automatic Call Distribution ACD basics 52 Communication Manager Guide to ACD Call Centers...
Страница 280: ...ACD contact center features 280 Communication Manager Guide to ACD Call Centers...
Страница 434: ...ZCS 434 Communication Manager Guide to ACD Call Centers...
