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Chapter 2: ACD contact center features
This chapter describes Avaya contact center features that are administered on the Avaya
communication server.
Features that apply only to Category A are identified when applicable. These features
cannot be used with Category B (Avaya BCS and GuestWorks).
List of contact center features
Administered contact center features described herein include:
Abandoned call search
Add/Remove Skills (Category A only)
Agent Call Handling
Auto-Available Split/Skill
Automatic Call Distribution
Basic Call Management System
Best Service Routing (Category A only)
Call Management System (Category A only)
Call Prompting
Call Vectoring
Avaya Business Advocate (Category A only)
Expert Agent Selection (Category A only)
Inbound Call Management
Information Forwarding (Category A only)
Look-Ahead Interflow (Category A only)
Multiple Call Handling
Network Call Redirection (NCR) (Category A only)
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Issue 1.0 May 2003
53
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