Avaya Aura™ Communication Manager Overview

Call Center

Duplicate agent login ID administration

Duplicate agent login ID administration simplifies administration of similar agent login ID forms.

Agent-loginID skill pair increase

Since the LINUX platform supports 20,000 administered agent-loginIDs, the administered agent-loginID skill pairs has been increased from 65,000 to 180,000.

With this enhancement, customers could administer an average of 9 skills per agent for the

20,000 agent-loginIDs (180,000/20,000). Customers could also administer 9,000 agents with 20 skills each (180,000/20). The number of skill pairs is administered on the Display Capacity

SAT screen using the Administered Logical Agent-Skill Pairs field.

Note:

Note:

This capacity increase applies only to the S87XX Server and other configurations that have the S87XX capacities.

Expert Agent Selection

Expert Agent Selection (EAS) enables certain skill types to be assigned to a call type or a

Vector Directory Number (VDN). Routing calls through vectoring then allows the system administration to direct calls to agents who have the particular agent skills required to complete the customer inquiries.

Add/remove skills

Allows an agent using expert agent selection (EAS) to add or remove skills. A skill is a numeric identifier that refers to the specific ability of an agent. For example, an agent who speaks

English and Spanish could be assigned a language-speaking skill with an identifier of 20. The agent then adds skill 20 to his or her set of working skills. If a customer needs a

Spanish-speaking agent, the system routes the call to an agent with that skill. Each agent can have up to four active skills, and each skill is assigned a priority level.

64 Avaya Aura

Communication Manager Overview