Campaign Manager - Avaya IP Office 8.1 Product Description

Campaign Manager

As part of the IP Office Preferred Edition and Voicemail Pro, Campaign Manager enables the gathering of
repetitive information from inbound calls (such as brochure requests) to be fully automated, leaving agents free
to deal with other more complex calls which require human interaction. A definable sequence of recordings are
played to the caller with time in between each recording to allow the capture of the caller's spoken answers
and/or the caller's key presses via DTMF. At the end of the transaction the caller can be thanked and the
completed transaction retrieved by an agent via a web interface or a short code.
Campaign Manager allows calls in queue to break out of the queue, or be directed in an overflow situation to
complete their transactions thereby increasing customer satisfaction by affecting an answer to their call. This
ensures that a minimum of customers give up when forced to wait in a queue or even worse, hear a recorded
message stating that they are calling outside of office hours.
In a Contact Center environment, when agents are busy, an overflow to Campaign Manager relieves congestion
and pressure on agent groups. An agent can collect the completed transaction via a web browser or via a short
code representing the park slot number of a particular campaign. This number can be pre-programmed under a
DSS key and used by agents to access the campaign. If the DSS key incorporates a BLF lamp, that lamp is lit
when new campaign messages have been left. Agents then transcribe the caller's answers into a database or
other records.
Support for Internet Explorer 9 and Firefox 5
The Preferred Edition thin client WebCampaign is supported on the latest versions of the following browsers:
Internet Explorer 9
·
Firefox 5
·
The minimum level of support offered for browsers with the above clients are:
Internet Explorer 8
·
Firefox 3 (WebVoicemail only)
·
Opera 10 (WebVoicemail only)
·
Customers using older browsers should upgrade to a more recent version but Preferred Edition will not prevent
usage on the older browsers.
Product Description
IP Office 8.1
Campaign Web Interface
© 2012 AVAYA All rights reserved.
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Issue 26.k.- (16 August 2012)