Specifications

Product Description
IP Office Release 7.0
© 2011 AVAYA All rights reserved.
Page 318
Issue 22.a.- (21 March 2011)
In a Contact Center environment, when agents are busy, an overflow to Campaign Manager relieves congestion
and pressure on agent groups. An agent can collect the completed transaction via a web browser or via a short
code representing the park slot number of a particular campaign. This number can be pre-programmed under a
DSS key and used by agents to access the campaign. If the DSS key incorporates a BLF lamp, that lamp is lit
when new campaign messages have been left. Agents then transcribe the caller's answers into a database or
other records.
Call Recording
IP Office Preferred Edition and VoiceMail Pro also offer call recording services that allow the automatic/manual
recording of calls for a variety of applications, such as for training purposes or to monitor abusive callers. As
standard, recordings can be directed to the called extension’s voicemail box or to any other mailbox for later
retrieval. Alternatively, recordings can be stored in a central database for retrieval through a Web based
browser by using ContactStore for IP Office.
An option allows to detect a tamper/ verified recording to avoid any abuse of recordings. This is available for
recordings in a voicemail box and in the central database of contact store as well.
The system administrator can select whether all calls are required to be automatically recorded or just a
selection of calls. Alternatively, calls can be manually selected for recording. If for any reasons resources are
not available then a recording may not be taken (for example all voicemail ports are busy).
VoiceMail Pro provides a number of methods for triggering the recording of a call.
Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager
application. The proportion of incoming and/or outgoing calls that should be recorded and the time-period
during which Voice Recording should operate can be selected.
· User Recording
The calls to and/or from a particular user can be automatically recorded. By default the recordings are
placed in the user's mailbox. The configuration could be set whether on “external” calls only (default) or
on “external and internal” calls.
· Hunt Group Recording
The calls to a particular hunt group can be automatically recorded. By default the recordings are placed
in the hunt group's mailbox, but there is the ability to select a target mailbox made for or on behalf of a
subscriber. The configuration could be set whether on “external” calls only (default) or on “external and
internal” calls.
· Account Code Recording
An account code can be applied to a call by the user before it is made. This can be used to trigger
recording of outgoing calls.
· Caller ID Recording
Account codes can be assigned to a call by Caller ID matching. This allows recording to be based on a
Caller ID match.