Instruction manual

Contents
Issue 4 May 2003 9555-233-767
4 Call center 53
Computer Telephony Integration (CTI) 53
■ Adjunct Switch Application Interface (ASAI) 54
Co-resident DEFINITY LAN Gateway 54
Direct Agent Announcement (DAA) 55
Flexible billing 55
Pending work mode change 55
Trunk group identification 55
User-to-User Information (UUI) propagation
during manual transfer/conference operations 56
VDN override for ASAI messages 56
Automatic Call Distribution (ACD) 56
■ Abandoned call search 58
■ Adjunct routing 58
■ Auto-Available Split (AAS) 59
■ Queue status indicators 59
Avaya Basic Call Management System (BCMS) 59
■ Avaya Business Advocate 60
Advocate-related enhancements 60
Auto reserve agents 60
Call selection override per skill 60
Dynamic percentage adjustment 60
Dynamic queue position 60
Dynamic threshold adjustment 61
Logged-in advocate agent counting 61
Percent allocation distribution 61
Reserve agent time in queue activation 61
Avaya Call Management System (CMS) 61
■ Avaya virtual routing 62
Enhanced information forwarding 62
■ Call center release control 62
■ Call prompting 62
Data collection 63
Data In/Voice Answer (DIVA) 63
■ Call vectoring 63
Advanced vector routing 63
Average Speed of Answer (ASA) routing 63
Best service routing (BSR) 64
Best service routing (BSR) polling over IP without B-channel 64