AT&T Definity 6211 Manual de instrucciones Pagina 53
- Pagina / 236
- Tabla de contenidos
- MARCADORES
Valorado. / 5. Basado en revisión del cliente
Issue 4 May 2003 53555-233-767
4
Call center
The Avaya call center provides a fully integrated telecommunications platform
that supports a powerful assortment of features, capabilities, and applications
designed to meet all of your customers’ call center needs.
Computer Telephony Integration (CTI)
Computer Telephony Integration (CTI) enables Avaya™ Communication
Manager features to be controlled by external applications, and allows integration
of customer databases of information with call control features.
Avaya™ Computer Telephony (formally named CentreVu™ Computer
Telephony) is server software that integrates the premium call control features of
Communication Manager with customer information in customer's databases. It is
a local area network (LAN)-based CTI solution consisting of server software that
runs in a client/server configuration. Avaya Computer Telephony delivers the CTI
architecture and platform that supports contact center application requirements,
along with emerging applications programming interfaces (APIs).
- Avaya™ Communication Manager 1
- Contents 10
- About this book 25
- Conventions used in this book 26
- Trademarks 27
- How to order documentation 28
- How to comment on this book 28
- How to get help 29
- Communication Manager basic 32
- Optional software 32
- Capacities 32
- ■ DEFINITY 38
- MultiTech gateway support 39
- Attendant features 43
- Attendant backup 44
- Attendant room status 44
- Attendant functions using 44
- Call handling 45
- Making calls 48
- Monitoring calls 49
- Call center 53
- Abandoned call search 58
- Adjunct routing 58
- Auto-Available Split (AAS) 59
- Queue status indicators 59
- Avaya Business Advocate 60
- Avaya virtual routing 62
- Call center release control 62
- Call prompting 62
- Call vectoring 63
- Call Work Codes (CWC) 66
- Circular station hunt group 66
- CMS measurement of ATM 66
- Direct agent calling 67
- Dual links to CMS 67
- Duplicate agent login ID 67
- Expert Agent Selection (EAS) 68
- Least Occupied Agent (LOA) 68
- Multiple split queuing 69
- Priority queuing 69
- Reason codes 69
- Redirection on no answer 69
- Multiple music/audio sources 71
- Exchange (PASTE) 72
- Remote logout of agent 72
- Service observing 72
- Collaboration 75
- Group listen 76
- Hold/unhold conference 76
- Meet-me conference 77
- No dial tone conferencing 77
- No hold conference 77
- ■ cell phones 78
- ■ Answers the data call 80
- Paging and intercom 81
- Group paging 82
- Intercom — automatic 82
- Intercom — dial 82
- Loudspeaker paging access 83
- Manual signaling 83
- Whisper page 83
- Communication device support 85
- 3410 wireless telephone 86
- 3606 wireless VoIP telephone 86
- 4600-series IP telephones 86
- 6200-series analog telephones 87
- 6400-series DCP telephones 87
- 8400-series telephones 88
- Attendant console 88
- Avaya IP Agent 88
- Avaya IP Softphone 88
- DEFINITY AnyWhere 90
- Hospitality 91
- Automatic wakeup 92
- Check-in/check-out 92
- Daily wakeup 92
- Dial-by-name 93
- Do not disturb 93
- Dual wakeup 93
- Housekeeping status 93
- Names registration 94
- Localization 97
- Block collect call 98
- Busy tone disconnect 98
- Country-specific localization 99
- Public network call priority 100
- World class tone detection 100
- Message integration 101
- Embedded AUDIX 102
- INTUITY AUDIX 103
- ■ 4 ports, 100 users 105
- ■ 8 ports, 300 users 105
- INTUITY Conversant 107
- INTUITY lodging 107
- Leave Word Calling (LWC) 109
- Manual message waiting 109
- Message demand print 109
- Message retrieval 109
- Mode code interface 110
- Octel integration 110
- Voice mail retrieval button 110
- Voice message retrieval 110
- Mobility 113
- Link 3000 Link 150 114
- Avaya Extension to Cellular 115
- Personal Station Access (PSA) 117
- X-station mobility 118
- Networking and connectivity 119
- Internet Protocol (IP) 120
- Wireless 121
- Circuit switched 123
- ■ Call setup 124
- ■ Call tear-down 124
- Trunk connectivity 126
- Trunk types and signaling 128
- Direct Inward Dialing (DID) 129
- E911 CAMA trunk group 130
- Foreign Exchange (FX) 130
- ISDN trunks 130
- Multi-Frequency Packet (MFP) 134
- DS1 trunk service 136
- Flexible billing 136
- Intelligent networking 137
- (DCS) protocol 138
- Extension number portability 139
- ■ Local user time 142
- Reservation Parameters 144
- Uniform Dial Plan (UDP) 151
- Data interfaces 153
- Data modules 154
- Data privacy 154
- Data restriction 154
- Default dialing 154
- IP asynchronous links 155
- Modem pooling 155
- Figure 5. Modem pooling 156
- Multimedia calling 157
- Call routing 160
- Generalized route selection 161
- Multiple location support 162
- Miscellaneous 163
- Reliability and survivability 165
- Power failure transfer 167
- Survivable Remote EPN (SREPN) 167
- Security, privacy, and safety 169
- Call restrictions 171
- Class of Restriction (COR) 171
- Malicious call trace 172
- Media encryption 172
- Restriction — controlled 173
- Station security codes 173
- Tripwire security 173
- End user 174
- Privacy — auto exclusion 176
- Privacy — manual exclusion 177
- Station lock 177
- Special applications 179
- System management 183
- Announcements 184
- Automatic circuit assurance 185
- Call charge information 187
- Call Detail Recording (CDR) 187
- Calling party/billing number 188
- (CPN/BN) 188
- Class of Service (COS) 188
- Concurrent user sessions 189
- Firmware download 191
- Gateways 191
- Information and reports 192
- Music-on-hold 194
- Scheduling 195
- Tenant partitioning 196
- Trunk group circuits 197
- Variable length ping 197
- Directory 199
- Avaya Directory Enabled 200
- Management 200
- Lightweight Directory Access 200
- Protocol (LDAP) 200
- Avaya R300 remote office 201
- Off-premises station 203
- Remote access 203
- Telephony 205
- Active dialing 206
- Alphanumeric dialing 206
- Automatic Call Back (ACB) 206
- Automatic hold 207
- Bellcore calling name ID 207
- Bridged call appearance — 207
- Call coverage 208
- Call redirection 209
- Call park 209
- Coverage callback 211
- Distinctive ringing 211
- Enhanced abbreviated dialing 212
- Enhanced telephone display 212
- Go to cover 212
- Intercom — automatic answer 212
- Internal automatic answer 213
- Last number dialed 213
- Long hold recall 213
- Misoperation handling 214
- Night service 215
- Personalized ringing 216
- Posted messages 216
- Priority calling 216
- Pull transfer 217
- Recall signaling 217
- Reset shift call 217
- Ringback queuing 217
- Ringer cutoff 218
- Ringing options 218
- Send all calls 218
- Special dial tone 218
- Station hunting 219
- Station hunt before coverage 219
- Station self display 219
- Telephone display 219
- Telephone self administration 220
- Temporary bridged appearance 220
- Terminating extension group 220
- Time of day routing 220
- Timed call disconnection for 221
- Transfer 221
- Trunk flash 222
- Numerics 223
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