Instruction manual

User-to-user information (UUI) over the public network
Issue 4 May 2003 73555-233-767
Service observing by COR
Service observing by class of restriction (COR) restricts certain users from using
the service observing feature.
Service observing of VDNs
Service observing of VDNs (also known as VDN observing on agent answer)
allows a supervisor to start observing a call to the VDN when the call is delivered
to the agent station. The observer will not hear the call during vector processing
(announcements, music, and so on).
Service observing remote
This option will allow observing from non-feature button equipped stations. An
observer will be able to monitor a VDN or a physical extension remotely using an
“observe FAC” procedure through the remote access feature and/or call
vectoring/call prompting features (through VDNs).
Vector-initiated service observing
Vector-initiated service observing, also called VDN observing on agent answer,
allows users to start observing of a call to the VDN when the call is delivered to
the agent or station. This saves time for the observer after observing of the VDN
has been activated since the observer does not have to wait listening for each
subsequent call to go through vector processing and for the agent to answer.
User-to-user information (UUI) over
the public network
This feature provides the mechanism to pass information across several key public
networks, including information that is originated or destined for one of several
applications on Communication Manager.
Voice Response Integration (VRI)
Voice Response Integration (VRI) integrates call vectoring with the capabilities of
voice response units such as the Avaya CONVERSANT voice information
system. You can also integrate a voice response unit with ACD. All this provides a
variety of advantages. For example, while a call is queued, a caller can listen to
product information via an audiotext application or can complete an interactive
voice-response transaction. It may be possible to resolve the caller’s questions
while the call is queued, which helps reduce queuing time for other callers during
peak times.