Avaya Aura Call Center Release 5.2 What s New for Avaya Aura Call Center 5.2
|
|
- Paul Barber
- 7 years ago
- Views:
Transcription
1 Avaya Aura Call Center Release 5.2 What s New for Avaya Aura Call Center Release 5.2 April 2009
2 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE support.avaya.com/licenseinfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Trademarks Avaya, the Avaya logo, COMPAS, DEFINITY, and MultiVantage are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Support Web site:
3 Contents Preface Purpose Audience Related documents Other Call Center documents Associated application documentation Availability Call Center 5.2 enhancements Interruptible Aux work Percentage Allocation Routing Route Calls to Agents by Skill Level Multinational CPN Prefixes Reporting Adjunct Release fields support latest releases Index What s New for Avaya Call Center 5.2 April
4 Contents 4 What s New for Avaya Call Center 5.2 April 2009
5 Preface This document presents the enhancements added for Call Center Release 5.2 (R5.2). This section contains the following topics: Purpose on page 5 Audience on page 5 Related documents on page 5 Availability on page 6 Purpose The purpose of this document is to describe the new features in Avaya Call Center 5.2. Audience This guide is intended primarily for existing call center customers who are upgrading to Avaya Call Center R5.2. Related documents The Call Center 5.2 includes the following documentation: Other Call Center documents on page 6 Associated application documentation on page 6 What s New for Avaya Call Center 5.2 April
6 Preface Other Call Center documents These additional documents are issued for Avaya Call Center applications: Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference - Provides information on how to write, use, and troubleshoot vectors, which are command sequences that process telephone calls in an Automatic Call Distribution (ACD) environment. Avaya Aura Call Center 5.2 Automatic Call Distribution Reference - Provides feature descriptions and some implementation guidance for call center features. Avaya Communication Manager Call Center Software - Basic Call Management System (BCMS) Operations - Provides information on the use of the BCMS feature for ACD reporting. Avaya Business Advocate User Guide - Provides a general understanding of how Avaya Business Advocate can be used for call and agent selection. Avaya IQ Documentation DVD - Provides information about Avaya s software-only reporting solution for its contact center portfolio. Associated application documentation The most recent application documentation for Avaya Communication Manager and Avaya Call Management System is available on the Avaya Support web site: Availability Copies of Avaya Call Center documentation are available from the Avaya Support web site, Note: Note: Always visit the Avaya Support web site to verify you have the latest version of the Call Center documentation. Additional information about new software or hardware updates will be contained in future issues of this document. New issues of this document will be placed on the Web site when available. 6 What s New for Avaya Call Center 5.2 April 2009
7 Call Center 5.2 enhancements Avaya Call Center Release 5.2 offers new features and enhancements to the functionality provided by Call Center Release 5.0 and its successor Service Pack releases. This document contains an overview of the changes and additions in Call Center Release 5.2. Each topic in this document contains references to the Call Center documents where detailed information is located. This section includes the following topics: Interruptible Aux work on page 8 Percentage Allocation Routing on page 9 Route Calls to Agents by Skill Level on page 10 Multinational CPN Prefixes on page 11 What s New for Avaya Call Center 5.2 April
8 Call Center 5.2 enhancements Interruptible Aux work If a skill s designated service level is not met, unavailable EAS agents who are in Auxiliary (AUX) work mode and have an interruptible reason code can be made available. Using this feature, for example, during the call volume spikes, you can use agents in Auxiliary (AUX) work mode to achieve the desired service level. You can enable Interruptible Aux by: Setting the Interruptible Aux Threshold for any skill/hunt group to service-level-target Setting the Interruptible parameter on specific Reason Codes to 'y' Identifying interruptible agents by setting the Reserve Level (RL) field of an agent's skills to one of the "interruptible" values described below When the service level threshold for an interruptible hunt group (skill) is exceeded, agents with that interruptible skill who are in AUX with an interruptible reason code are notified that they are needed. The notification consists of a display message ("You are needed"), flashing auto-in and/or manual-in buttons and an audible tone. Agents who move to an interruptible Aux mode after the threshold is exceeded are also notified. The duration of notification to "Auto-In-Interrupt ("forced interruptible")" agents is administrable using the Interruptible Aux Notification Timer (sec) field on page 13 of feature-related system-parameters form. Notification to "requested" agents continues until a further event, such as the agent becoming available or logging off, takes place or the service level threshold is no longer exceeded. Auto-in-Interrupt ("forced interruptable") agents become available after the timer expires, except if they are on a non-acd call, alerting, etc. A "forced" interruptible agent administered as Auto Answer is treated as "requested interruptible," not forced. This prevents a situation in which a call is delivered and automatically answered by the endpoint but no one answers the caller. Manual-in-Interrupt and Notify-Interrupt (also referred to as "requested interruptible") agents are notified but remain in AUX until they make themselves available. Agents who become available after being interrupted from AUX are made available for all of their skills, not just the one that exceeded its service level threshold. Important:! Important: With this release the administration of agent skills for interruptible AUX is not supported by Avaya CMS (R15 or earlier) or Avaya IQ (5.0 or earlier). The setting for interruptible AUX type using the RL field can only be done using CM administration. Once interruptible AUX is defined for any of the agent's skills, CMS can not display or change any skills for that agent using the CMS Change Agent Skills window. This same interaction occurs with IQ management of contact center preferences related to agents (queue and call handling assignments). All further skill/queue changes for those agents that have interruptible AUX assigned on the Agent Login ID screen must be done using switch administration. Please refer to the CM release notes and Product Support Notices on the Avaya Support Web site: for late-breaking information about this feature. 8 What s New for Avaya Call Center 5.2 April 2009
9 Percentage Allocation Routing Related topic For more information, see the following: Interruptible Aux work in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference Percentage Allocation Routing This feature allows you to distribute inbound calls for certain applications proportionally across different local or remote resources or answering points using VDNs. Calls placed to a particular VDN with a Policy Routing Table (PRT) assigned instead of a vector will be routed among a list of destination VDNs based on target percentages. The list of destination (route-to) VDNs along with the desired target percentages is assigned using a new PRT screen. Up to 15 route-to VDNs can be assigned on a PRT and up to 2,000 PRTs are available in the larger servers. The VDN screen has been modified to support assigning a PRT number instead of a vector number for handling the calls to the VDN. This capability is available with the Communication Manager 5.2 software when the Call Center Software is upgraded to 5.0. Percentage Allocation is useful for segmented call handling or outsourcing and optimizing call handling in a multiple location enterprise. This feature offers a way to assure meeting service level agreements. A PRT can be assigned to multiple VDNs and there are no restrictions for the route-to VDNs other than they must be valid assigned VDNs. The PRT form shows the actual percentage distribution and call counts when displayed in a working system. An application example is a call center that uses one or more outsourcers in addition to its own staff. Each of the outsourcers has a different location-specific service agreement that specifies the percentage of the total calls that they are to receive. This application can then be served by setting up a PRT form with a route-to VDN for each of the outsourcers along with one for the local staff. The desired percentage of the total calls is then assigned as the target percentage for each of the route-to VDNs. For example, 20% for VDN1, 25% for VDN2, 45% for VDN3 and 10% for VDN4. Each of the outsource VDNs will then have a vector assigned that contains a route-to number command which routes to the phone number to reach the outsourcer call center. The vector assigned to the local staff VDN contains the usual wait treatment and queue commands for handling the percentage of total calls that are to be routed to the local skill(s). Related topics For more information, see the following: Policy Routing Table screen in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference What s New for Avaya Call Center 5.2 April
10 Call Center 5.2 enhancements Percentage Allocation Routing section in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference Route Calls to Agents by Skill Level Under agent surplus conditions, this feature allows you to request selection of an agent with a particular skill level. Using vector processing, you can apply skill level as well as skill (and other factors) in agent selection. This additional call routing criterion can be specified by using the new optional skill level preference parameter in the check skill vector command. Examples: check skill 6 pri h if available-agents > 2 pref-level 16 (prefer specific skill level 16: lowest level) check skill 6 pri h if available-agents > 2 pref-range 1 to 3 (prefer skill level range 1-3: best) check skill 6 pri h if available-agents > 0 all-levels (no skill level preference - existing behavior) The following scenario can help explain the usage of this functionality: A customer decides that out of the 16 different skill levels that can be used to support Skill 5 Widget, they prefer not to route calls to the most skilled agents (those at skill levels 1, 2, 3) but to the trainees, whose skill level is 10. If there are "Skill 5 Widget" agents available with skill level 10, the calls are routed to those agents. But if agents with skill level 10 are not available, the calls are routed to any agent that is available for skill 5. If there are no available agents for skill 5, the calls are queued, with low priority, to skill 5. The following command will implement these preferences: check skill 5 pri l if available-agents >0 pref-level 10 queue-to skill 5 pri l Important:! Important: With this release the administration of skill level preference on the check step can not be done using Avaya CMS vector administration (R15 or earlier). CM administration will be required to add check steps with the pref-level parameter and any vectors that contain these steps can not be accessed by CMS vector administration. Please refer to the CM release notes and Product Support Notices on the Avaya Support Web site: for late-breaking information about this feature. 10 What s New for Avaya Call Center 5.2 April 2009
11 Multinational CPN Prefixes Related topics For more information, see the following: Reporting adjuncts in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference Multinational CPN Prefixes This enhancement extends multi-national calling party number (CPN) support to optionally pass the CPN prefix to VDNs, Vectors, and Vector Routing Tables, in addition to other areas of call processing. CPN prefixes can be used, for example, to differentiate between similar calling codes of various cities and countries to unambiguously identify the source of a call. This allows you to prioritize and route calls more intelligently, such as by automatically routing calls from Germany to a German speaking agent. For instance, the country code for Germany and the city code for Padova, Italy, are the same (49). Although the calls from these two locations begin with the same digits, the prefix in a multinational CPN helps differentiate between local/national and international numbers. This allows Communication Manager to identify calls as national (NTL) or international (INTL). The values, NTL and INTL, also appear on agent s telephone. Accordingly, the agent can give priority to international calls and save toll charges. You can set up this feature for the whole system and, if required, override for a VDN. Related topic For more information, see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference. Reporting Adjunct Release fields support latest releases The Reporting Adjunct Release fields on the feature related system parameters form now support CMS releases R14.1 (adds SA9062 support) and CMS R15 as well as IQ 5.0. Related topic For more information, see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference. What s New for Avaya Call Center 5.2 April
12 Call Center 5.2 enhancements 12 What s New for Avaya Call Center 5.2 April 2009
13 Index Index C Call Center 5.2 enhancements P Preface audience availability purpose related documents associated application documentation other Call Center documents What s New for Avaya Call Center 5.2 April
14 Index 14 What s New for Avaya Call Center 5.2 April 2009
Administering Communication Manager for Avaya one-x Agent
Administering Communication Manager for Avaya one-x Agent Release 2.0 November 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this
More informationAvaya Aura Contact Center Integration with salesforce.com for Access to Knowledge Management
Avaya Aura Contact Center Integration with salesforce.com for Access to Knowledge Management August 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the
More informationIP Office Embedded Voicemail Mailbox User Guide
Embedded Voicemail Mailbox User Guide 15-604067 Issue 07b - (15 May 2010) 2010 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document
More informationAvaya Contact Center Express Release 5.0 Database Deployment and Management User Guide
Avaya Contact Center Express Release 5.0 Database Deployment and Management User Guide Release 5.0 August 2010 Contents Contents Preface........................................... 3 Purpose............................................
More informationIP Office 4.2 Embedded Voicemail Mailbox
Embedded Voicemail Mailbox 15-601067 Issue 06a - (29 June 2008) 2008 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and
More informationIP Office Embedded Voicemail Mailbox User Guide
Embedded Voicemail Mailbox User Guide 15-604067 Issue 07a - (06 July 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was
More informationIP Office Release 7.0 IP Office Embedded Voicemail User Guide
IP Office Embedded Voicemail User Guide 15-604067 Issue 09a - (21 February 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document
More informationIP Office Platform. Avaya IP Office Platform Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 15b - (22 January 2015)
Avaya Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 15b - (22 January 2015) 2015 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information
More informationUser Guide. Web Chat Gateway. Release 5.0
User Guide Web Chat Gateway Release 5.0 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time
More informationIP Office Embedded Voicemail User Guide (IP Office Mode)
Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 10b Standard (12 December 2011) 2011 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in
More informationIP Office IP Office Mode Mailbox User Guide
IP Office 15-601131 Issue 9 (23 May 2006) 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the
More informationUser Guide. Web Chat Gateway. Release 4.0
User Guide Web Chat Gateway Release 4.0 Printed on 4 March, 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete
More informationIP Office 8.1 Using Voicemail Pro in Intuity Mode
Using Voicemail Pro in Intuity Mode 15-601066 Issue 13a - (12 June 2012) 2012 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document
More informationAvaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide
Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide 07-600779 Release 4.0 February 2007 2000-2007 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that
More informationIP Office. 1403 Phone User Guide. 15-601013 Issue 04a - (16 January 2015)
1403 Phone User Guide 15-601013 Issue 04a - (16 January 2015) 2015 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete
More informationAvaya Extension to Cellular User Guide Avaya Aura TM Communication Manager Release 6.0
Avaya Extension to Cellular User Guide Avaya Aura TM Communication Manager Release 6.0 210-100-700 Issue 14 June 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made
More informationUsing Avaya Aura Messaging
Using Avaya Aura Messaging 6.0 November 2011 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate
More informationIP Office Analog Phone User Guide
Analog Phone User Guide 15-601073 Issue 05a - (06 September 2008) 2008 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete
More informationAvaya Aura Call Center Release 5.2 Avaya Aura Call Center 5.2 Automatic Call Distribution Reference
Avaya Aura Call Center Release 5.2 Avaya Aura Call Center 5.2 Automatic Call Distribution Reference 07-602568 Release 5.2 April 2009 2000-2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts
More informationAdministering Avaya one-x Agent with Central Management
Administering Avaya one-x Agent with Central Management Release 2.0 November 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document
More informationUser Guide. Web Chat for IIS. Release 4.0
User Guide Web Chat for IIS Release 4.0 Printed on 4 March, 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete
More informationProgramming Call Vectors in Avaya Aura Call Center
Programming Call Vectors in Avaya Aura Call Center 6.0 June 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete
More informationAvaya 1608/1608-I IP Deskphone User Guide
Avaya 1608/1608-I IP Deskphone User Guide 16-601446 Issue 2 February 2010 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document
More informationAvaya 1616/1616-I IP Deskphone User Guide
Avaya 1616/1616-I IP Deskphone User Guide 16-601448 Issue 2 February 2010 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document
More informationAvaya Microsoft Lync Integration User Guide for IP Office
Avaya Microsoft Lync Integration User Guide for IP Office Release 8.1 02-604138, 01.01 December 2012 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the
More informationAvaya one-x Deskphone Edition for SBM24 Button Module User Guide
Avaya one-x Deskphone Edition for SBM24 Button Module User Guide 16-300701 Issue 2 January 2007 2007 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information
More informationHow To Use Avaya For Free
1403 Phone User Guide 15-601013 Issue 02c - (01 April 2011) 2011 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate
More informationIP Office Essential Edition IP Office Essential Edition - Quick Version Phone Based Administration
- Quick Version Phone Based Administration - Issue 3d - (31 May 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is
More informationAvaya Call Center Automatic Call Distribution (ACD) Guide
Avaya Call Center Automatic Call Distribution (ACD) Guide 07-300478 Release 3.1 February 2006 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information
More informationUser Guide. Web Chat for IIS. Release 5.0
User Guide Web Chat for IIS Release 5.0 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time
More informationAvaya Proactive Contact 4.1 Internet Monitor Release Notes
Avaya Proactive Contact 4.1 Internet Monitor Release Notes March 2009 Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of
More informationIP Office 3.2 Phone Manager User Guide
IP Office 3.2 Phone Manager User Guide 15-600988 Issue 14b (14 th June 2006) 2006 Avaya Inc. All Rights Reserved. Introduction Notice While reasonable efforts were made to ensure that the information in
More informationAvaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide
Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide 07-600779 Release 4.0 February 2007 2000-2007 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that
More informationIP Office one-x Portal for IP Office User Guide
one-x Portal for User Guide 15-601131 Issue 02d - (29 April 2010) 2010 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete
More informationUsing Avaya Aura Messaging
Using Avaya Aura Messaging Release 6.2 Issue 2.1 February 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete
More informationIP Office. T7000 Telephone User Guide. - Issue 02d - (25 June 2014)
T7000 Telephone User Guide - Issue 02d - (25 June 2014) 2014 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate
More informationIP Office 3.2 2402 and 5402 User Guide
IP Office 3.2 2402 and 5402 User Guide [15-601075] Issue [11] (5 June 2006) 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document
More informationIP Office Avaya Radvision Interoperation Notes
Avaya Radvision Interoperation Notes Issue 1d (02 October 2012) 2012 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete
More informationAvaya Call Management System Release 14 External Call History Interface
Avaya Call Management System Release 14 External Call History Interface 07-601586 February 2007 2007 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information
More informationUsing Avaya Communicator for Microsoft Lync 2010 on IP Office Platform
Using Avaya Communicator for Microsoft Lync 2010 on IP Office Platform Release 9.1 02-604138 Issue 3 May 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure
More informationAvaya Engagement Assistant Web Portal Administration
Avaya Engagement Assistant Web Portal Administration Release 3.0 April 2015 2014-2015, Avaya, Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in
More informationIP Office Contact Center Contact Recorder Configuration Task Based Guide
IP Office Contact Center Contact Recorder Configuration Task Based Guide Release 9.0.3 Issue 1.01 10 2014 Legal 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure
More informationIP Office 4602/5602 Phone User Guide
4602/5602 Phone User Guide 15-601076 Issue 04d - (12 December 2008) 2008 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete
More informationAvaya CTI Adapter Salesforce.com Integration Installation and Configuration Guide
Avaya CTI Adapter Salesforce.com Integration Installation and Configuration Guide Document Change Control Document Title Comments File Name Installation and Configuration Guide AvayaCTIAdapter-InstConfGuide.doc
More informationUsing Avaya B189 Conference IP Phone
Using Avaya B189 Conference IP Phone Release 1.0 16-604295 Issue 1 January 2014 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this
More informationAccessing and Managing Utility Server
Accessing and Managing Utility Server Release 6.0 03-603628 Issue 1.0 June 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this
More informationIP Office 2402/5402 Phone User Guide
2402/5402 Phone User Guide 15-601075 Issue 05a - (16 July 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and
More informationOverview of Avaya Aura System Platform
Overview of Avaya Aura System Platform Release 6.3 Issue 5 June 2015 2015 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document
More informationIP Office TAPILink Installation
TAPILink Installation 15-601034 Issue 11d - (03 December 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and
More informationIP Office IP Office Softphone Installation
Softphone Installation - Issue 1a - (15 March 2010) 2010 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate
More informationIP Office Basic Edition IP Office Basic Edition - Quick Mode Phone Based Administration
- Quick Mode Phone Based Administration - Issue 4c - (28 November 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is
More informationAvaya one-x Mobile User Guide for iphone
Avaya one-x Mobile User Guide for iphone Release 5.2 January 2010 0.3 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was
More informationAvaya 1400 Series Digital Deskphones for Avaya Aura Communication Manager Installation and Maintenance Guide Release 1.0
Avaya 1400 Series Digital Deskphones for Avaya Aura Communication Manager Installation and Maintenance Guide Release 1.0 16-603143 Issue 1 May 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable
More informationUsing Avaya one-x Agent
Using Avaya one-x Agent Release 2.0 November 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate
More informationAvaya CMS Supervisor Reports
Avaya CMS Supervisor Reports Release 17 June 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate
More informationIP Office. T7100 Telephone User Guide. - Issue 02d - (25 June 2014)
T7100 Telephone User Guide - Issue 02d - (25 June 2014) 2014 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate
More informationAvaya SBCE 6.3 Security Configuration and Best
Avaya SBCE 6.3 Security Configuration and Best Practices Guide Release 6.3 Issue 1.0 October 2014 1 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information
More informationAvaya Extension to Cellular User Guide Avaya Aura TM Communication Manager Release 5.2
Avaya Extension to Cellular User Guide Avaya Aura TM Communication Manager Release 5.2 210-100-700 Issue 12 April 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to
More informationIP Office SIP Extension Support
SIP Extension Support - Issue 1b - (05 August 2009) 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at
More informationIP Office Avaya Microsoft CRM 3.0 Integration Solution Installation & User Guide
IP Office Avaya Microsoft CRM 3.0 Integration Solution Installation & User Guide 15-601033 Issue 4a (13 February 2006) 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to
More informationModular Messaging. Release 4.0 Service Pack 4. Whitepaper: Support for Active Directory and Exchange 2007 running on Windows Server 2008 platforms.
Modular Messaging Release 4.0 Service Pack 4 Whitepaper: Support for Active Directory and Exchange 2007 running on Windows Server 2008 platforms. April 2009 2006-2009 Avaya Inc. All Rights Reserved. Notice
More informationIP Office 9.1. IP Office Video Collaboration Solution - Installation Notes. Issue 07a - (02 July 2015)
IP Office Video Collaboration Solution - Installation Notes Issue 07a - (02 July 2015) 2015 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this
More informationM7208 Telephone User Guide
M7208 Telephone User Guide - Issue 02a - (03 October 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and
More informationAdministering Avaya Video Conferencing Solution Advanced Topics
Administering Avaya Video Conferencing Solution Advanced Topics 04-603308 Issue 1 Release 6.1 April 2012 Contents Chapter 1: Overview of Avaya Video Conferencing Solution....... 9 Components......................................
More informationBCM Rls 6.0. Feature Codes. Task Based Guide
BCM Rls 6.0 Feature Codes Task Based Guide Copyright 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and
More informationIP Office. T7208 Telephone User Guide. - Issue 02d - (25 June 2014)
T7208 Telephone User Guide - Issue 02d - (25 June 2014) 2014 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate
More informationDeploying Avaya Contact Center Select Software Appliance
Deploying Avaya Contact Center Select Software Appliance Release 6.4 Issue 01.02 December 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information
More informationAvaya 1408 and 1416 Telephones - connected to Integral Enterprise - User Guide
Avaya 1408 and 1416 Telephones - connected to Integral Enterprise - User Guide 16-603463 Issue 1.09 January 2010 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure
More informationAvaya one-x Mobile User Guide for iphone
Avaya one-x Mobile User Guide for iphone 18-602788 Issue 1 February 2008 2008 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was
More informationAvaya Web Conferencing User Guide
Avaya Web Conferencing User Guide Version 4.1.20 October 2008 Document number 04-603078 2008 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in
More informationUpgrading to Avaya Aura Experience Portal 7.0.1
Upgrading to Avaya Aura Experience Portal 7.0.1 Release 7.0.1 April 2015 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document
More informationACD Setup & Operation
SCS 4.0 ACD Setup & Operation Task Based Guide Copyright 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete
More informationIP Office Basic Edition IP Office Basic Edition - Quick Mode 1400 Series Phone User Guide
- Quick Mode 1400 Series Phone User Guide - Issue 6b - (23 November 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document
More informationAvaya Contact Center Select Business Continuity
Avaya Contact Center Select Business Continuity Release 6.4 Issue 01.01 December 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information
More informationAvaya Extension to Cellular User Guide Avaya Communication Manager Release 3.1
Avaya Extension to Cellular User Guide Avaya Communication Manager Release 3.1 210-100-700 Issue 9 February 2006 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure
More informationAvaya 9400 Series Digital Deskphone User Guide for Avaya Aura Communication Manager
Avaya 9400 Series Digital Deskphone User Guide for Avaya Aura Communication Manager 16-603535 Issue 1 August 2011 2011 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to
More informationAvaya Microsoft Lync Integration User Guide for Avaya CS 1000 and Cisco Unified Communication Manager
Avaya Microsoft Lync Integration User Guide for Avaya CS 1000 and Cisco Unified Communication Manager Release 6.2.1 NN10850-042 Issue 01.02 March 2013 2013 Avaya Inc. All Rights Reserved. Notice While
More informationIP Office Essential Edition IP Office Essential Edition - PARTNER Version 1400 Series Phone User Guide
- PARTNER Version 1400 Series Phone User Guide - Issue 5a - (25 October 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document
More informationAccessing and Managing Avaya Aura Utility Services
Accessing and Managing Avaya Aura Utility Services Release 6.3 03-603628 Issue 3 May 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information
More informationAvaya Communication Manager Call Center Software Basic Call Management System (BCMS) Operations
Avaya Communication Manager Call Center Software Basic Call Management System (BCMS) Operations 07-300061 Issue 5.0 May 2005 2004 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made
More informationAvaya Visualization Performance and Fault Manager VPFM SCOM Connector Fundamentals
Avaya Visualization Performance and Fault Manager VPFM SCOM Connector Fundamentals Release 3.0.2 NN48014-101 Issue 04.01 March 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts
More informationIP Office. M7310 Telephone User Guide. - Issue 02d - (25 June 2014)
M7310 Telephone User Guide - Issue 02d - (25 June 2014) 2014 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate
More informationAvaya one-x Mobile Preferred for IP Office Administration Guide
Avaya one-x Mobile Preferred for IP Office Administration Guide 01.00 October 2011 2011 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in
More informationM7324 Telephone User Guide
M7324 Telephone User Guide - Issue 02a - (03 October 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and
More informationAvaya Identity Engines Ignition Server Release: 8.0 2013 Avaya Inc. All Rights Reserved.
/ 8.0.1 Ignition Server Release: 8.0 2013 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the
More informationAvaya Aura Session Manager Overview
Avaya Aura Session Manager Overview 03-603323, Issue 1 Release 1.1 May 2009 2009 Avaya Inc. All Rights Reserved. Notices While reasonable efforts were made to ensure that the information in this document
More informationMeeting Exchange Express Release 2.0 Service Pack 1 User Guide
Meeting Exchange Express Release 2.0 Service Pack 1 User Guide 04-602574 Issue 1 May 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in
More informationAvaya MultiVantage Call Center Software Basic Call Management System (BCMS) Operations
Avaya MultiVantage Call Center Software Basic Call Management System (BCMS) Operations 555-230-706 Issue 3 May 2002 Compas ID 89244 2002, Avaya Inc. All Rights Reserved Notice Every effort was made to
More informationBCM Rls 6.0. Remote Access. Task Based Guide
BCM Rls 6.0 Remote Access Task Based Guide Copyright 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and
More informationIP Office 9.0. 1408/1416 Phone User Guide. 15-601040 Issue 07h - (10 April 2014)
15-601040 Issue 07h - (10 April 2014) 2014 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time
More informationIP Office 7.0 one-x Portal for IP Office User Guide
one-x Portal for IP Office User Guide 15-601131 Issue 04b - (21 February 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document
More information4690 IP Conference Telephone. Release 2.0 User s Guide
4690 IP Conference Telephone Release 2.0 User s Guide 555-233-787 Issue 2.0 February 2006 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in
More informationT7316E Telephone User Guide
T7316E Telephone User Guide - Issue 02a - (03 October 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and
More informationIP Office 9.0. SIP Extension Installation. - Issue 3c - (21 August 2013)
- Issue 3c - (21 August 2013) 2013 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing,
More informationIP Office Phone Manager User Guide
Phone Manager User Guide 15-600988 Issue 19b - (01 December 2010) 2010 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete
More informationConfiguring the Avaya Session Border Controller for IP Office Remote Workers
Configuring the Avaya Session Border Controller for IP Office Remote Workers September 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information
More informationAvaya 2050 IP Softphone for Windows Release 4.03.081: Read me Document
Avaya 2050 IP Softphone for Windows Release 4.03.081: Read me Document Avaya is pleased to announce the availability of the 2050 IP Softphone Release 4.3, which provides feature enhancements and several
More informationAvaya one-x Deskphone Edition for 9620 IP Telephone User Guide
Avaya one-x Deskphone Edition for 9620 IP Telephone User Guide 16-300699 Issue 3 January 2007 Contents Contents Notices... 5 Introduction to the 9620 IP Telephone... 7 Overview... 7 About Scrolling and
More informationAvaya one-x Deskphone Edition for 9640 IP Telephone User Guide
Avaya one-x Deskphone Edition for 9640 IP Telephone User Guide 16-600910 Issue 1 January 2007 Contents Contents Notices... 5 Introduction to the 9640 IP Telephone... 7 Overview... 7 About Scrolling and
More informationIP Office 9600 Series Phone User Guide
9600 Series Phone User Guide Issue 03e - (28 March 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and
More information