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Call Prompting
Call Vectoring
Avaya Business
Advocate
DID
DNIS
EAS
Extensions
Hunt Groups
Interflow
Intraflow
Call Prompting is a call management method that uses specialized call vector
commands to provide flexible handling of incoming calls based on information
collected from the caller. One example would be where the caller receives an
announcement and is then prompted to select (via dialed number selection) a
department or an option that was listed in the announcement.
Call Vectoring is an optional software package that allows processing of
incoming calls according to a programmed set of commands. Call Vectoring
provides a flexible service allowing direct calls to specific and/or unique call
treatments.
Avaya Business Advocate is a collection of ECS features that provide new
flexibility in the way a call is selected for an agent in a call surplus situation and
in the way that an agent is selected for a call in an agent surplus situation.
Advocate also includes methods for automating staffing adjustments.
Available only with Category A.
Direct Inward Dialing.
DID is a process involving calls coming into the communication server from the
CO. The communication server than routes the calls directly to the appropriate
extension (as identified by the last four digits).
Dialed Number Identification Service.
DNIS is a feature of the 800 number service that sends the dialed digits to the
called destination. This can be used with a display telephone to indicate the type
of call to an agent. For example, the call by its destination can be classified as a
certain type of call or caller (e.g., a Gold Card caller) depending on a product or
service the destination number is associated with.
Expert Agent Selection.
An optional feature available with G2.2 and newer servers that uses Call
Vectoring and ACD in the communication server to route incoming calls to the
correct agent on the first try based on skills.
Available only with Category A.
Telephones connected to a PBX/communication server via telephone lines are
referred as extensions. Extensions is also the term used to define the numbers
used to identify the telephone to the PBX/communication server software for call
routing purposes.
A group of trunks/agents selected to work together to provide specific routing of
special purpose calls.
Interflow is used when a split's/skill's queue is heavily loaded or when a call
arrives after normal work hours.
Interflow redirects a call to a destination outside the local communication server
network (a different communication server system).
Intraflow is used when a split's/skill's queue is heavily loaded or when a call
arrives after normal work hours. Intraflow involves redirecting a call to a
destination within the local communication server network (the same
communication server system).
Issue 1.0 May 2003
19
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