Avaya Communication Manager Administrator's Manual page 1221

Field descriptions for Call Center Optional
Features
Figure 352: Call Center Optional Features
display system-parameters customer-options
BCMS/VuStats Service Level? n
DTMF Feedback Signals For VRU? y
Expert Agent Selection (EAS)? y
Multiple Call Handling (On Request)? n
Multiple Call Handling (Forced)? n
ACD
Automatic Call Distribution (ACD) automatically distributes incoming calls to specified splits or skills.
Provides the software required for the Call Center Basic, Plus, Deluxe, and Elite features for the number
of agents specified. Cannot be set to n if the Call Work Codes field is y.
BCMS (Basic)
Provides real-time and historical reports about agent, ACD split, Vector Directory Number (VDN) and
trunk group activity.
BCMS/VuStats Service Level
Allows you to set up hunt groups or Vector Directory Numbers (VDNs) with an acceptable service level.
An acceptable service level defines the number of seconds within which a call must be answered to be
considered acceptable.
Business Advocate
Software that provides an integrated set of advanced features to optimize call center performance. If set to
n, the Least Occupied Agent field displays. For information on CentreVu® Advocate, contact your
Account Executive.
Administrator's Guide for Avaya Communication Manager
November 2003
CALL CENTER OPTIONAL FEATURES
Call Center Release:
ACD? y
BCMS (Basic)? y
Business Advocate? n
Call Work Codes? y
Dynamic Advocate? n
EAS-PHD? n
Forced ACD Calls? n
Least Occupied Agent?
Lookahead Interflow (LAI)?
System-Parameters Customer-Options
PASTE (Display PBX Data on Phone)? n
Reason Codes? n
Service Observing (Basic)? y
Service Observing (Remote/By FAC)? n
Service Observing (VDNs)?
Vectoring (Basic)? y
Vectoring (Prompting)? y
Vectoring (G3V4 Enhanced)?
Vectoring (ANI/II-Digits Routing)? n
Vectoring (G3V4 Advanced Routing)? n
Vectoring (CINFO)? n
Vectoring (Best Service Routing)? n
Vectoring (Holidays)?
Screen Reference
page 6
Timed ACW?
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