Introduction
Other CTI Features
Telephony Gateway Reference Manual
20
outbound calls based on the agent’s setup on the Davox system. This
is transparent from the EDGE side. The appropriate project screen
(inbound or outbound) is displayed to the agent based on the call
information.
For Call Blending capabilities with the Avaya Proactive Contact sys-
tem, please see the Avaya Proactive Contact section of this manual.
Other CTI
Features
The EDGE Telephony Gateway supports other features such as:
•
Agent Monitoring.
•
Conferencing.
•
Consulting.
•
Transferring.
Logic flows can be built to allow agents to initiate these features
from EDGE. For example, a logic flow can be implemented to initiate
a consultation with a supervisor to provide assistance on a customer
call. A typical use of the additional telephony gateway CTI features is
the implementation of a logic flow to enable a supervisor to monitor
an agent’s calls, and be conferenced into the call if necessary. For a
complete list of the CTI features available with the EDGE Telephony
Gateway, see
.
Содержание EDGE 7.11
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