Instruction manual

Call center
555-233-76772 Issue 4 May 2003
Network call redirection 2B-channel transfer
This enhancement adds support for the 2-B Channel Transfer PSTN network
transfer protocols to the Network Call Redirection (NCR) feature. The protocols
that are supported are:
■ Telcordia TBCT (offered by local and inter-exchange PSTNs with Lucent
5Ess or Nortel DMS100 switches in US or Canada)
■ 1998 ANSI Explicit Call Transfer (ECT) for future use.
Another form of network transfer is where the PBX sets up the second leg call and
asks the network to merge the incoming call with the outgoing call (the 2B-
channels) and drops the trunks to the PBX.
PC Application Software Translation
Exchange (PASTE)
PC Application Software Translation Exchange (PASTE) allows users to view call
center data on display phones, displaying what each terminal button is, and what
the feature access codes for the switch are. PASTE is used in conjunction with
Avaya IP agent.
Remote logout of agent
The remote logout of agent feature allows a select set of users to log out an agent
using a feature access code.
Service observing
Service observing allows a specified user, such as a supervisor, to observe or
monitor another user’s calls. A vector directory number call can also be observed.
Observers can observe in listen-only or listen-and-talk mode. You set up service
observing to observe a particular extension, not all calls to all extensions at a
terminal.
NOTE:
Service observing may be subject to federal, state, or local laws, rules, or
regulations or require the consent of one or both of the call parties.
Familiarize yourself and comply with all applicable laws, rules, and
regulations before using this feature.