Contact Center Features - Avaya IP Office 8.1 Product Description

Contact Center Features

Contact Centers have specific needs for reporting on how calls are handled and these are covered in a separate
section of the Product Description. Basic handling of telephony requirements for a Call Center is a standard part
of IP Office from Automatic Call Distribution (ACD) and Call Queuing to agents logging on and selecting the
groups that they service.
Login
A contact center agent function, login is required before the agent is able to make or receive calls from their
phone. A login idle period can be specified which will dictate how long an extension can be idle before the user
is automatically logged out, ensuring that an extension is not left logged in and calls go unanswered.
Monitor Calls
A user can monitor other peoples' calls by listening in. This feature is not available by default; it must be
specifically enabled in the system configuration. An option exists to have a beep tone indicate when monitoring
is in use. The user is only able to listen; they cannot speak into the conversation being monitored.
Acquire Call
Feature
Takeover a call currently connected at another extension. This feature is also known as "Call Steal".
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Benefit
Assist a colleague who indicates they want you to take the call.
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Description
The Acquire Call function can be setup as a special short code or programmed against a button on an Avaya
digital or IP phone with programmable buttons. Use of the feature is subject to IP Office intrusion control
settings, the user acquiring the call must be set to be able to intrude and the user whose call is being acquired
must be set to can be intruded. Acquire call works in two ways, invoked with or without a number:
Without a value in the number field
This allows a user to reclaim a call that was ringing on their phone but has now gone elsewhere, for
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example to Voicemail or Forward No Answer destination. The Intrude settings are not checked and the
call can be reclaimed even if it has been answered.
If the last call to ring this User is no longer ringing or connected on the system, the feature will fail.
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With a number, where the number is the telephone number of a user who currently has the call to be acquired.
If the user has a call ringing or waiting Acquire Call will act like the Call PickUp Extension short code
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and the user executing Acquire Call will be connected to the oldest ringing/waiting call.
If the User has a connected call with no call waiting and the Intrude settings of the two Users allow it,
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the call will be connected to the user executing the Acquire Call and the other user will be
disconnected.
If the User does not have a call the feature will fail.
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Queue Threshold Alert
When the number of calls queued against a hunt group exceed a threshold, the system can be configured to
alert at a selected analog extension port. Typically the User to Alert will be a loud ringer or other alerting
device. The alert does not present a real call.
Product Description
IP Office 8.1
© 2012 AVAYA All rights reserved.
Page 250
Issue 26.k.- (16 August 2012)