Instruction manual

Caller Information Forwarding (CINFO)
Issue 4 May 2003 71555-233-767
The call center capabilities found in either optional software package (Deluxe or
Elite) allow Communication Manager Call Center customers to enhance their
customer service, help desk, travel, and other operations by providing powerful,
integrated call routing via “call vectoring” and resources selection.
Caller Information Forwarding
(CINFO)
The Avaya call center also supports AT&T Caller Information Forwarding
(CINFO) service, allowing customers to collect customer-provided data
forwarded through the network. This information can be used to route calls or
provide visual displays on agent voice terminals, or be passed along to Computer
Telephony Integration (CTI) applications.
Multiple music/audio sources
Multiple music/audio sources lets customers deliver music or customized
announcements to callers while they are in queue, helping to make the waiting
time more productive or entertaining. Customers can provide information about
their products, services, other call center applications, offer public service
information, or play music.
Network Call Redirection (NCR)
Today, call center customers are looking for many ways to reduce their costs. One
of these ways is to employ Public Switched Telephone Network (PSTN) virtual
private networks (VPNs) to eliminate as much private network cost as possible.
These cost reductions are particularly valuable in enterprises or multi-site
call-center environments and especially to enterprise call centers where network
costs are typically high.
Network call redirection (NCR) offers a call redirection method between sites on
a public network or a PSTN VPN, to help reduce trunking costs. NCR may only
be activated for incoming ISDN trunk calls where the associated trunk group has
been enabled by the public network service provider to use network call transfer
or network call deflection features.