Avaya Aura™ Communication Manager Overview

Call Center

Percent allocation distribution

Percent allocation distribution allows the system to distribute calls to auto reserve agents by comparing a reserve agent work time in a skill with the target allocation for that skill.

Reserve agent time in queue activation

This feature activates a reserve agent either if the expected wait time (EWT) exceeds a pre-determined threshold, or if the call time in the queue exceeds the administered service level supervisor threshold. Reserve agents are then dropped off a skill only when both of the following conditions are met: l

The EWT for the skill drops below both administered thresholds.

l

The head call time in queue no longer exceeds the service level supervisor threshold.

Avaya Call Center features supported on the Avaya G700

Media Gateway

Avaya Call Center functionality is supported on the G700 Media Gateway with Communication

Manager, with either an S8300 Server or an S87XX Server.

The Avaya S8300 Server or S87XX Server with the Avaya G700 Media Gateway provides

Avaya Call Center “Basic” software (included with Communication Manager) capability and optional Computer Telephony Integration (CTI) as a lower-cost call center solution for small or branch offices. For the latest capacities of supported number of agents and media gateways, please see the capacities document available at http://www.avaya.com/support . See

Capacities on page 26 for instructions how to locate the capacities document.

The Avaya G700 Media Gateway with the Avaya S8300 Server supports more robust call center capabilities including Avaya Call Center “Deluxe,” which supports Avaya Best Service Routing and optional Avaya Virtual Routing, and Avaya Call Center “Elite,” which features Avaya Expert

Agent Selection and services as the foundational software for the optional Avaya Business

Advocate and Avaya Dynamic Advocate software.

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.

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Communication Manager Overview