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General| Type | PBX |
|---|---|
| Manufacturer | Avaya |
| Series | DEFINITY |
| TDM Switching | Yes |
| Supported Protocols | H.323, SIP, ISDN, analog |
| Redundancy | Yes |
| Voice Compression | G.711, G.729 |
| IP Telephony Support | Yes |
Explains how to identify and prevent disconnected supervision for abandoned calls.
Manages automatic call distribution and ACD calls for agents, covering login, logout, and work modes.
Details the process for agents to enter and exit the system, including confirmation and error handling.
Allows agents to be in Auto-In work mode automatically upon disconnecting from ACD calls.
Connects calls to agents based on volume, skill, and availability for efficient call handling.
Selects agents based on skill level and availability for optimal call routing.
Routes calls directly to specific agents, bypassing standard call distribution methods.
Lists real-time and historical reports provided by BCMS for system performance analysis.
Balances ACD call loads across locations for optimal resource utilization and call delivery.
Manages call handling processes using command sequences for routing decisions.
Routes incoming ACD calls to the most qualified agent based on skills and availability.
Balances ACD call loads across locations using routing parameters.
Allows agents to receive ACD calls while active, on hold, or in other work modes.
Automatically redirects calls when agents do not answer within a specified time.
Allows supervisors to monitor agent calls for quality assurance and training.
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