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AVAYA COMMUNICATION MANAGER (ACM)
CONTACT CENTERS
Open Interoperability
Open Interoperability allows communications to be embedded into business processes, and enables more value to enterprises. Communication Manager supports interoperability through an extensive ecosystem of partners providing flexible support for virtually any application on any network through:
End-to-End Standards-based Application Integration:
The Linux based Communication Manager software solution provides integration of old (TSAPI, JTAPI) and new (CSTA, Web) standards. This ability allows you to flexibly embed communications into real-time business processes, while protecting investments.
Full Coverage of Latest SIP Standards:
Communication Manager provides an open SIP and H.323 call model, with SIP/SIMPLE presence and instant messaging extensions. Avaya provides full coverage of H.323 support, Open API/SDK. This approach allows seamless integration of voice into other applications and flexibility to integrate third party endpoints and applications.
CSTA-Compliant Web Services Interface:
Open, Web Services Interfaces for Communications-to-Business Application Integration deliver access to the full functionality of Communication Manager and Call Center software. By expanding the developer community for enhanced solutions, customization and control can be offered through direct access to untapped telephony functionality for business process integration.
Business Communications Applications Translate Into Business Benefits
The intelligent communications, high availability and security, and interoperability of Avaya Business Communications Applications lead to benefits for your business and the end-users you support. Flexible options enabled by IP Telephony and Communication Manager can keep your people, processes and applications connected in new ways.
Boost End-User Productivity
Avaya Communication Manager enables dynamic call control and full telephony functionality plus the new applications, infrastructure, and communications devices your end users need to:
• Handle incoming calls effectively
The Call Coverage feature automatically redirects calls based on preset criteria such as time of day or type of call; Send All Calls allows users to temporarily redirect all incoming calls to coverage; priority queuing, backup alerting, timed reminders, and attendant vectoring help attendants route calls effectively even in the peak traffic hours; a night-service console provides you with options in handling incoming callers after normal business hours.
• Increase efficiency
Abbreviated Dialing, Last Number Dialed, and Internal Automatic Answer are simple to use features that can save your enterprise hundreds of hours of call set up and answering time; Integrated Directory gives display telephone access to the system database for one-touch extension dialing; Intelligent Call Routing sends calls along the best and most efficient path based on your rules or the time of day.
Speech Access for Avaya Communication Manager enables workers to access corporate directories, make calls and control call functions using voice com-mands. Universal Access — Phone Status for Avaya Communication Manager, an application designed to support sight-impaired users, allows them to hear the visual cues on the telephone lamps and displays.
• Improve collaboration
Meet Me Conferencing replaces third-party services by providing pre-established bridge numbers; encrypted signal links provide greater security for sensitive conference calls. Group Paging enables speakerphone announcements to preset user groups. Combine Communication Manger, Avaya Converged Communications Server (CCS) software and the Avaya IP Softphone for secure Instant Messaging (IM) with a presence-enabled contact list that can be used to increase access and collaboration.
• Increase mobility
Remote Call Coverage/Forward Off-Net allows users to redirect calls through their office phones to another location; Personal Station Access allows telecommuters to activate their extension and preferences on a shared office phone.
• Improve Contact Center Management
This robust Automatic Call Distribution (ACD) feature set available delivers call routing capabilities for contact centers of any size, from small, single sites to large, sophisticated, multisite deployments.
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Telephone Systems
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IT Services
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