Instruction manual

Call center

555-233-76762 Issue 4 May 2003

Avaya virtual routing

Avaya™ virtual routing (formerly known as Look-Ahead Interflow or LAI)

balances the load of ACD calls across multiple locations. Virtual routing helps

customers balance call loads among their locations by analyzing demand and

directing each call to the location best able to handle it — for example, based on

call volume, waiting time in queue, or the time of day.

With Avaya virtual routing, you can optionally route a call to a backup location

based on your system’s ability to handle the call within parameters defined in a

vector. In turn, the backup system can accept or deny the call also based on

defined parameters.

Avaya virtual routing allows interflowing of only the call(s) at or near the head of

the queue to provide First In/First Out (FIFO) call distribution and significantly

reduce call and trunk processing for Avaya virtual routing.

Enhanced information forwarding

Enhanced information forwarding allows call center related information to be

passed transparently over some public networks and non-QSIG or QSIG private

networks using codeset 0 shared user-to-user information (UUI) (for non-QSIG)

or QSIG manufacturer-specific information (MSI). For more information on UUI,

see ‘‘User-to-user information (UUI) over the public network’’ on page 73.

Call center release control

Call center release control determines which features are “active” on your switch.

The call center release control feature controls whether certain call center

software features are available to you.

Call prompting

Call prompting allows the system to collect information from the calling party and

direct the calls using call vectoring.

The caller is verbally prompted by the system and enters information in response

to the prompts. This information is then used to redirect the call or handle the call

in some other way (taking a message, for example). This feature is mostly used to

enhance the efficient handling of calls in the automatic call distribution

application.