Avaya Call Center Options

Avaya IP Office standard call center options include: queuing, Avaya ACD (automatic call distribution: group, linear, rotary, most idle agent), call recording, service observing or call monitoring (call listen and call intrusion), still queue and initial queue messages, prompt out of queue, overflow based on time and number of calls in queue, time in queue and number of call in queue, wrap up times, forced login and account codes, hot desking (roaming agent profiles), agent and supervisor profiles, enhanced Caller-ID routing, Avaya IP Office campaign manager, visual vectoring, time condition, and standard call accounting .CSV (excel spreadsheet) reports for inbound / outbound calls. Avaya Communications highly recommends this solution for small-medium businesses (0-360 users per location). All the above items are FREE and included in our standard IP Office package. The majority of businesses today fall into this category!

Avaya Merlin phone systems has very LIMITED call center features. For those customer who have old Merlin systems, we can support, maintain, and enhance your current Merlin system. We recommend migrating all Merlin customers to Avaya IP Office solutions, however for the few that still want to keep the Avaya Merlin we can help. The Merlin has basic queue built in with prompt out, thresholds, ACD features, and service observing. If you need queue messages you will need to add Channel Announcer, add Digital announcer or get a Merlin messaging system to provide these announcement.

Avaya Definity solutions (Avaya G3, Avaya G3si, Avaya Prologix, Avaya BCS, Avaya G3r, etc...) provide enterprise customers large and small a number of call center options. This is a highly recommended solution for large enterprises looking for a call center solution (see Avaya Media Server and Avaya Communication Manager for current Avaya products). Avaya call center products are #1 in the industry based on the popularity of the Avaya Definity history.

For large enterprises the Avaya s8300, Avaya s8500, Avaya s8700 media servers provide a migration path for current Avaya Definity customers or for new customers a solid foundation for a robust communication solution. Avaya recommends this solution for large enterprises or even smaller enterprises that want more robust features.

With the onset of VoIP technologies (VoIP hardphones and VoIP softphones) you can have IP agents sitting at home or remote locations logged into your main site taking calls as if they were sitting in your office. Contact us for Avaya IP agent options 877-598-3999.

Whether you have an older Avaya switch or newer Avaya phone system, contact the CCS Support group to help enhance your current Avaya phone system or build you a new solution from scratch.

Avaya installation and Avaya programming services nationwide available. With our advanced processes, the CCS Support Group can handle any phone system or data network project. We excel in installation and support services.