avaya aura contact center elite

© 2011 Avaya Inc. All rights reserved. 1

Avaya Contact Center Elite


CC Track Outline CRM portfolio:

– Call Center– Application Enablement

Services (AES)– One-X Agent / IP Agent– Elite Multi Channel (EMC)– Avaya Interaction Center– Avaya Call Recording

Applications Reporting:

– BCMRD– Call Management System

(CMS)– Avaya IQ– Avaya Operational Analyst

(OA)

Self Service:– Experience Portal

Proactive Contact Solution


The “Fifty-thousand-foot” View Of Work FlowArriving

Calls

Trunk Groups

DNIS Digits

Internal

Prompts

Host Based Routing

Applications/Call Types

VDN 1001

VDN 1002

VDN 1003

VDN 1004

VDN 1005

Call Flows

Vector-----------------------

Vector-----------------------

Vector---------------

Agent Groups

S

K

I

L

L

S

Agents

3


Vector Directory Number (VDN)Arriving

Calls

Trunk Groups

DNIS Digits

Internal

Prompts

Host Based Routing


VDN 1001

VDN 1002

VDN 1003

VDN 1004

VDN 1005

Call Flows

Vector-----------------------

Vector-----------------------

Agent Groups

S

K

I

L

L

S

Agents


What is a Vector Directory Number (VDN)?

It is a “soft” extension number that is part of an Avaya Communication Manager’s dial plan and is not assigned to a physical equipment location.

It may be mapped to coincide with the digits dialed by a caller or sent to the switch (Avaya Media Server that is driven by Avaya Call Center Software and Avaya Communication Manager firmware) from one or more external networks are translated within the system as a VDN as in DNIS-VDN and/or DID-VDN.

A specific dialed number that is a non-DID type trunk can also map directly to a VDN. Are typically assigned to different vectors for different services or applications that

require specific treatments. Any number of VDNs can point to the same vector.



VDN 1001

VDN 1002

VDN 1003

VDN 1004

VDN 1005

Arriving Calls

Trunk Groups

DNIS Digits

Internal

Prompts

Host Based Routing

Agent Groups

S

K

I

L

L

S

AgentsCall

Flows

Vector-----------------------

Vector-----------------------

Vector---------------


What Is Call Vectoring?

Vectoring is “if–then–else” conditional programming logic. Could be thought of as “call control tables” or “call routing tables”. Provides a highly flexible approach for managing incoming call traffic to

the switch. A series of user-defined commands. Vectors may be linked. Calls can be directed to on-network or off-network destinations, to ACD

agents, or to various other treatments. Call Vectoring also can be used with CTI (Computer Telephony

Integration) Interaction.• Passing digits to an Interactive Voice Response via the

converse-on step command • Route Request to CTI applications


Call Vectoring..


Call Vectoring Applications

Specify Call Handling Conditions• Time-of- Day (TOD)• Day-of-Week (DOW) • Staffing Conditions• Estimated Wait Time (EWT)• Queued Calls• Information Collected• Holidays (Holiday Tables)• Oldest Call In Queue• Interflow-qpos [queue position as in

First-In First-Out (FIFO)]• Variables-in-Vectors• VDN Variables

Specify Call Handling Treatments• Specify Caller Feedback

– Music-on-Delay,– Announcements, – Busy and – Ringing

• Prompting– Caller Specific– Routing Decisions

• Vector Routing Tables• Routing to local or distant destinations• Queuing Priority Levels

– Top, – High, – Medium, and – Low


Arriving Calls

Trunk Groups

DNIS Digits

Internal

Prompts

Host Based Routing


VDN 1001

VDN 1002

VDN 1003

VDN 1004

VDN 1005

Call Flows

Vector-----------------------

Vector-----------------------

AgentsAgent

Groups

S

K

I

L

L

S


Call and Agent Selection Methods

Call selection methods are applied (used) when inbound ACD calls are in a skill’s queue meaning that they are in call surplus and a staffed (logged-in) agent becomes available (idle).

Agent selection methods are used when one or more staffed agents are available (idle) to take an incoming ACD call upon it’s arrival to a skill.


Agent Surplus Selection Methods used with Avaya Expert Agent Selection (EAS)

Most Idle Agent (MIA)• Agent selection method that uses idle agent queue to determine which

staffed agent to select when an inbound ACD call arrives.• Prior to Avaya Call Center Software: Elite 3.0, an agent’s position in an

idle agent queue can be controlled by a Communication Management based system-wide applicable setting:

– MIA (Most Idle Agent) Across Splits/Skills– ACW (After Call Work) Agents Considered Idle

• Beginning with Avaya Call Center Software: Elite 3.0 both “MIA Across Splits/Skills” and “ACW Agents Considered Idle” can also be applied on a per agent basis thanks to the use of “Call Center Options By Agent”.


Agent Surplus Selection Methods used with EAS

Least Occupied Agent (LOA)• Agent selection method that uses agent occupancy, rather than simply

their position in an idle agent queue, to determine which agent to select when an inbound ACD call arrives.

• Agent occupancy always considered across all on a staffed agent’s assigned skills.

• An inbound ACD call is directed to the agent with the lowest percentage (%) occupancy.

• Upon Agent Log-In, or the agent’s or returning from AUX (Auxiliary) Work, the staffed agent is assigned an average of similar agents’ occupancy levels.

– If an average agent cannot be determined, the default of 75% will be established so as to not foster occupancy imbalance.


Communication Manager - Expert Agent SelectionSkills-Based Routing

Allows classifying agents according to their specific skills (skill number) and rank them by ability or experience within each skill (skill level).

Provides options for selecting among available agents with the same skill and skill level (Least Occupied vs. Most Idle).

An agent can be assigned up to a maximum of 60 skills with each skill having 16 skill levels. – Agents are assigned with operational

skills, i.e. based on their call handling capabilities, not on their knowledge or proficiency.

Up to 2,000 skills can be defined in Communication Manager.

Caller calls for Banking Inquiry

SL: 2

SL: 5SL: 2

Banking

C.Card

Agent A

Banking

Agent B

Idle 20 seconds

Idle 10 seconds

On ACD calls for 100 mins since logging on

On ACD calls for 75 mins since logging on

Call Distribution Options with Expert Agent Selection

Routing based on Skill Level

TraditionalMost Idle Agent

Promote agent fairnessand prevent agentburnout with LeastOccupied Agent


AgentsArriving

Calls

Trunk Groups

DNIS Digits

Internal

Prompts

Host Based Routing


VDN 1001

VDN 1002

VDN 1003

VDN 1004

VDN 1005

Call Flows

Vector-----------------------

Vector-----------------------

Agent Groups

S

K

I

L

L

S


Agents

EAS (Expert Agent Selection) Agents are those ACD Login IDs that equate to extension (typically 3 to 7 digits in length) numbers without physical hardware that are included in a Communication Managers station numbering plan but not administered as stations.

An Agent’s ACD Login ID is associated with a specific telephone only when the agent actually logs into that physicaltelephone.

Skill assignment allows an ACD call to be directed to agentswho are assigned particular skills and have the call tracked.

A call to the EAS Login ID reaches the agent independent of thetelephone that the agent is currently using.

It is possible, via the use of Auto-Available Splits (AAS) to haveVoice Response Unit ports be EAS agents so that they can befront-ended by vectoring and reported upon by BCMS, CMS or IQ.


Call Selection Methods apply only under Call Surplus Conditions (2 Call Handling Preferences)

Skill Level (SL)• Takes the highest priority queue level (downward from top, to high,

to medium to low), oldest call waiting for the agent’s highest skill level (1-16, where 1 is the agent’s most primary skill level and 16 is the agent’s least primary skill level) call

Greatest Need (GN)• Takes the highest priority queue level (downward from top to high,

to medium to low), oldest call waiting call across all skills


Service Observing Opportunities

Arriving Calls

Trunk Groups

Applications/

Call Types

VDN 1001

Call Flows

Vector-----------------------

Agent Groups

Skills

• Beginning to end of customer’s totalexperience

• Experienceeverything thecaller does

• Begins when anagent answers acall or after anagent finishesdialing anoutgoing call

Agents

Service Observing can also be done remotely


What if there are two or more

contact centersin your

enterprise?


What is Avaya Virtual Routing? Avaya Virtual Routing is the “marketing name” for Multi-Site Best Service Routing (BSR)

and Enhanced Look Ahead Interflow (ELAI) that supports Avaya Communication Manager

Provides the logical consolidation/centralized contact centerwithout physical re-location.

The effect is to give any caller the fastest access possible to the best agent available, resulting in a uniform level of service across the enterprise.• Considers several routing options simultaneously• Follows a specified strategy for agent selection• Uses paired vectors• Conducts a “status poll” • Uses Intelligent Polling• Uses additional vector commands


Why Should Customers Use Multi-Site Best Service Routing?

Improves agent utilization across sites and skills Improves agent throughput and overall staffing costs Balances agent occupancy Allows usage of a nationwide or worldwide agent talent pool Provides a tight balance of service across separate sites and

skills Delivers a “virtual pool” that decreases the Average Speed of Answer

(ASA), the call abandonment rate and the Maximum Delay experienced

Increased “match rate” of right agent for call


Advanced SegmentationLow cost, easy to implement with pre-built integrations

Customer-based routing strategies and screen pops to maximize every interaction

Ability to obtain information in real-time about:– Who is calling?– What is the customer calling about?– What is the relationship between this customer and my organization?

Providing the ability to affect these decisions:– How can I best treat this customer to maximize this sales opportunity?– Which agent should be used to best treat this customer?– How can I deliver the greatest customer satisfaction?– How can I support this customer the FIRST time?


Data driven routing

New Agents

Sales Service

VIP Agents

General QueueNew Customer

Returning Customer


Avaya Call Center BasicOffload attendants with Basic Call Center

– Shipped with every Avaya Communication Manager system

– Automate routing of customer calls

– Deliver each call to the right group

– Provide status via announcements


Avaya Call Center Introductory

Provide a professional image– Customize call treatment for each customer segment– Let callers know how long they will wait


Avaya Call Center EliteMaximize the value of each customer interaction

– Match every customer with the right person– Select the most expert agent – Expert Agent Selection– Balance workload to avoid burnout– Meet targeted service levels– Route between sites


Avaya CMS (Call ManagementSystem) andCMS Supervisorwith optional CSI Offer for Web-B Survivable CMS

Avaya Call Center BASIC (included in every Avaya Communication Manager)

• Music in Queue • Music-on-Hold (MOH) at agent’s set • Auto-Available Split/Skill (AAS) • Vu-Stats – Service Level• Multiple Call Handling (MCH) – On Request • Multiple Call Handling – Forced • Vu-Stats Enhancements – Login IDs• Service Observing by Class-of-Restriction (COR) • Automatic Call Distribution (ACD) • Display Information (Vu-Stats)• Most Idle Agent (MIA) Across Splits/Skills • Agents in After Call Work (ACW) Considered Idle • Event (Stroke) Counts • Support for up to 3,000 Announcements • Redirection On No Answer (RONA) • Basic Measurements • Holiday Vectors• Multiple Call Work Codes per Call • Timed ACW by Split (TACW) • Remote Logout of Staffed Agents • Dynamic Queuing

Avaya Call Center Introductory(includes what was in Deluxe except for Single-Site Best Service Routing)

• Vectoring – Basic (conditional if/then else routing) • Vectoring – Prompting • Vectoring route-to with/without coverage • Multiple Music/Audible Sources on Delay• Vectoring Advanced Routing [ANI, CLID, Information Indicator (II) Digits] • Service Observing of VDNs• RONA (Redirection On No Answer) to Vector Directory Number (VDN) • Display VDN for route-to Direct Agent Call • VDN-of-Origin (VOA) Announcements • VDN Return Destination • Vector Initiated Service Observing• Timed After Call Work (TACW) by VDN as well as Split/Skill • Service Observing of VDNs

Avaya Call Center ELITE [includes Expert Agent Selection (EAS) andsupport for optional Avaya Virtual Routing (Multi-Site BSR) & Business Advocate]

• Expert Agent Selection (EAS) • Expert Agent Selection – Preference Handling Distribution (EAD-PHD) • Variables-in-Vectors • Least Occupied Agent (LOA) • Skill Level (SL) & Greatest Need (GN) Call Handling Preferences • Most Idle Agent (MIA)• Expert Agent Distribution (EAD) & Uniform Call Distribution (UCD) Agent Selections Methods • Vector Subroutines • VDN Time Zone Offset • Service Level Maximizer (SLM) • Best Service Routing (BSR) Local Treatment for IP & ISDN • Maximum Occupancy • Clear Display Options for Caller-Info (Next Call, On-Call-Release & Leave ACW) • VDN Calls Counting • Set Vector Command with Modulus 10 check • Reason Codes for Auxiliary (AUX) Work & Log-Off • Forced Agent Logout-ACW • ISDN Network Call Redirection (NCR) • BSR Polling over IP without Bearer Channel • Enhanced Look Ahead Interflow (ELAI) • BSR Available Agent & Wait-Improved commands • Duplicate Agent Login ID Administration • BSR Tie Call Handling • EWT (Expected Wait Time) Routing • ASA (Average Speed of Answer) Routing • Gateway Registered/Unregistered Conditionals • DTMF Feedback Signals for Voice Response Units (C & D Tones) • Location Preference Distribution • Station Display of UUI• Call Center Options by Agent (MIA Across Skills, ACW Considered Idle, Reason Codes) • Listen-Only Option for Service Observing• Auxiliary Work & Log-Off Reason Codes (None, Requested, Forced) • CC Support for Locally Sourced Music & Announcements• VDN Variables (Announcements, In-VDN-Time, ANI/CLID, Consider Location, Messaging Split/Skill & Adjunct Routing Link) • UCID

Business Advocate (as an a la carte option or packaged by seat with Elite in bundled pricing including what had been introduced as Dynamic Advocate)

• Service Objective by Skill and/or VDN • Predicted Wait Time (PWT) Call Selection Measurement• Dynamic Threshold Adjusted Service Level Supervisor with Call Selection Override & Reserve Agents


Which type of Call Center do I have ?


How many agents ?


Call Center Policy

Designed by Product ManagersCall Center release can be maximum 2 releases behind

CM releaseCall Center agent additions allowed from Definity

release 9 and later

Avaya Aura® Call Center Elite Multichannel 6.3Overview


Consumers Are Driving Multichannel Adoption

“I’ll text, IM,email, or chat.Please don’t

make me call.”

Voice calls aren’t for everyone


The Contact Center of the Future

Traditional Call Center

Inbound Calls

Outbound Calls

Social Media

WebChat

Email

SMSTextMobile

Apps

SelfService

SmartOutbound

Video

InboundCalls Next Gen

Call Center

Seamless MultichannelCustomer Experience


Blended Multichannel Values

CustomerExperience

Allowing customersto interact via their preferred method

Serve customers faster

Customers not required to repeat themselves

IncreaseRevenue

Proactively engaging customers through web chat

Engaging customers through outbound calling

Quickly respondingto social media issues before they become a problem

Reduce Costs

A single agent desktop for handling multiple types of contacts

Blending inboundand outbound calling

Preserving customer information across channels

Improved firstcontact resolution


Benefits:

The Customer The CFO The CIO The Contact Center Manager

Issues are more likely to be solved on first contact

Agent knows about previous interactions

Connect with a business from a mobile device, a Web site, or via Text messaging

Caller to agent match rates are optimized reducing costs

Slim architecture reduces ongoing maintenance costs

Use of home agent resources for contact spikes and to draw from a broader talent pool

Minimal hardware to maintain

Investment protection in the core call center

5 9’s reliability Simple to manage

day-to-day operations

Blended voice and multichannel reporting in CMS

Maximize agent productivity with blended inbound/outbound and non-voice contacts

Shorter wait times and fewer abandoned calls


Avaya Aura® Call Center Elite A Complete Contact Center Solution Stack

Proactive Outreach Manager

Customer Connections Mobile

Avaya Aura WFO

CMS Unified Reporting

One Touch Video

Speech Analytics

Experience Portal

one-X Agent

Avaya Aura®

Communication Manager

Avaya Aura® Call Center Elite with

Multichannel

Elite Multichannel


Extends Avaya’s Award Winning Call Center Elite – Add new channels with ease

Investment Protection – Preserves existing investments in Call Center Elite

Application Development Toolkit – Add new functions quickly and easily

Management Dashboard – View status of your contact center in real-time

Unified Agent Desktop – Blends inbound/outbound voice, web, mobile and social channels

Multimedia Contact Management –Manage all channels from a singled unified interface

Unified Reporting – Use your existing CMS reporting system to manage all voice and non-voice channels

Unified Multichannel Agent Desktop

- Avaya Experience Portal- Avaya Call Management System- Avaya Workforce Optimization

Optional Premium Applications

Avaya Aura® Communication Manager

Appl

icat

ion

Dev

elop

men

t Too

lkit

Management Dashboard

Unified Reporting

Avaya Aura® Call Center EliteMultichannel 6.3

*Elite Multichannel requires a separate Windows Server

Elite Multichannel

Data Directed Routing

Screen Pops


Unified Agent Desktop

View customer interaction history for current contact for faster call resolution and improved customer experience

Search the directory for a customer phone or email to easily initiate outbound contact through mouse click

Easily record work-item related notes

Plug-in architecture allows for simple customization and external application integration to help reduce implementation cost

Allows agents to view real-time statistical information on personal work performance and contact center performance

Provides complete range of telephony functions

Integrate with Microsoft CRM and iClarity for remote agents

Seamlessly integrates all inbound and outbound channels to increase agent productivity and customer experience

Email

SMS/Text

Web Chat

Channels Supported

Inbound/Outbound Voice

Facsimile (Fax)

Web Callback




History

Spell Check

Auto Text

Directory

Printing

Call Information

Rules

Work Item Notes

iClarity

User

Voice

Work Item Alert

Wallboard

Python Breakout

Time in AUX Display

MS CRM GUI

Contact Mgmt.

External Apl.Container

External Apl.Execute

Session Notes

Presence Telephony

Email

Simple Messaging

Preview Contact

Close SuspendWork Item

GN8120 Headset

Customized Forms

Enhanced Dial

Quick Dial

Custom Buttons

Save Close Doc.Window

Elite Multichannel


The functionality of Avaya Elite Multichannel, release 6.3 – a feature pack release on top of theAvaya Call Center Elite 6.x product, which runs as a standalone Windows server andcommunicates with an Avaya Aura Call Center Elite.

All Elite Multichannel systems require integration to Call Center Elite through ApplicationEnablement Services (AES).

Elite Multichannel 6.3 will support using Application Enablement Services (AES) 5.2.4 or 6.2 orlater.

Elite Multichannel 6.3 may also be ordered with earlier versions of Communication Manager (backto 4.0) and Call Center Elite (4.x and later). Elite Multichannel 6.3can function with Avaya CallManagement System (CMS) back to release 14 with limited feature and capacity based on thefeatures supported by the reporting adjuncts earlier release.

Elite Multichannel is a new feature set delivered on Elite 6.2 which allows customers using theExpert Agent Selection (EAS) feature to add screen-pop, data-directed routing, and non-voicemultichannel capabilities [email, Short Message Service (SMS), facsimile (Fax), and InstantMessaging (IM)] to their installations.

Elite Multichannel


Elite Multichannel Desktop; a grouping of capabilities that include EliteMultichannel Desktop and Elite Multichannel Reporting

Elite Multichannel Server; a grouping of capabilities featuring Elite MultichannelMedia Director, Voice Media Store, Preview Contact Media Store, Email MediaStore, Simple Messaging Media Store, MSN Messenger Gateway, AOL InstantMessenger Gateway, Short Message Service Gateway, Web Chat Gateway,License Director, Application Management Service, Configuration Server, XMLServer, Virtual Agent and web services for AVP integration, Call Routing Server,Interaction Data Service, Contact Database, SQL Plug-in, Rules Plug-in, SOAPPlug-in, Script Plug-in.

Elite Multichannel Developer; a kit for expanding the capabilities of EliteMultichannel to better fit your use and needs

Elite Multichannel falls into three (3) major component categories:


Graphical View on how EMC Works


How Does Elite Multichannel Work?

When a media store receives a new multichannel work item from a media source [e.g., emailserver for the Email Media Store, web server for the Simple Messaging Media Store, orMicrosoft SQL (Structured Query Language) database for the Preview Contact Media Store],it creates a work item object and passes a reference for that object to the Media Director.

The reference tells the Media Director what queue/queue ID that the work item is to beassociated with and what priority it must have in the queue. Using the information in itsconfiguration that relates specifically to that queue, the Media Director asks the Avaya AuraCommunication Manager via Avaya Application Enablement Services (AES) to generate aphantom/virtual call for the object and to queue it to the appropriate Skill. The largest AvayaServer driven Avaya Aura Communication Manager 6.x with an Elite Multichannel 6.3 cansupport a maximum of 8,000 unique Skills.

Because the Media Director has been written entirely in the .Net environment, the connectionto the AES Server with basic and advanced TSAPI uses the XML Server and the .Netassemblies. For solution designs that make use of AES 4.2 and later AES releases in supportof Elite Multichannel, the necessary Application Specific TSAPI (Telephony ServicesApplication Programming Interface) Licenses to support the Elite Multichannel are provided atno charge.


Continue….When an Elite Multichannel agent, who is logged into “that Skill to which work has been

directed,” becomes available (idle), the Elite driven Avaya CM delivers the nextphantom/virtual call to that staffed agent. The Media Director is monitoring the VDN (VectorDirectory Number) that is transporting the work to be handled and sees the phantom/virtualcall delivered to the logged-in agent. The largest Avaya Server driven Avaya AuraCommunication Manager 6.x with an Elite 6.3 can support a maximum of 30,000 uniqueVDNs.

The Media Director transfers the next work item reference with the oldest, highest-priorityobject to the Media Proxy. These Objects are ranked according to an open ended scale with1 being the highest priority. For example, if the Media Director has an object with priority 1that has been queued for 1 minute and an object with priority 9 that has been queued for 10minutes, the priority 1 object gets delivered to the staffed (logged-in) agent because you haveadministered 1 for your highest priority work. Objects that have the same priority are rankedas first-in, first-out.

The client application uses the reference to retrieve the data directly from the actual workitem at the media store.


Hardware and SoftwareElite Multichannel can be deployed on dedicated physical servers or on virtual machines. 2 servers:1) Elite Multichannel core2) IDS (Interaction Data server)

Or1 physical or virtual server to host both the Core and IDS elements. This configuration is limited to acapacity of 400 agents

If a customer is not running a MS SQL server already, a separate server is required to host the MSSQL database used by Elite Multichannel. For MS SQL the standard version is recommended. Werecommend the databases to be located on the corporate MS SQL server or at least on a separateserver.

Hardware requirements for Elite Multichannel Server:- 2.4 GHz processor with minimum 2 processor core- 4GB RAM- 40 GB free disk space- DVD drive

Software requirements for Elite Multichannel Server:- Microsoft Windows 2008 SP1 Server 32-bit or 64-bit- Microsoft Windows 2008 R2 SP1- Internet Information Services (IIS) 7 with IIS 6 Management Compatibility Components- Microsoft Internet Explorer 8.0, 9.0 or 10- Microsoft .Net Framework 3.5 SP1


Continue…Elite Multichannel will run on the following VMware software versions:VMware vCenter Server ESXi 5.0 or ESXi 5.1VMware vSphere Client ESXi 5.0 or ESXi 5.1

When deployed on VMware Elite Multichannel is distributed as an Open Virtualization Appliance(OVA). The OVA includes the Elite Multichannel applications and the operating system software. It isthe responsibility of the customer to provide licensing for the operating system.


Capacity Guidelines


Elite Multichannel 6.3 Components Avaya Aura® Communication Manager

– SIP, IP and traditional telephony services Avaya Application Enablement Services (AES)

– Provides the TSAPI (Telephony Services Application Programming Interface) interface to communicate with Avaya Aura Communication Manager

Elite Multichannel XML Server– Interface between agent desktop and communication services

Elite Multichannel Agent Desktop– Provides graphical user interface (GUI) for all contact types– Displays screen-pops for incoming contacts and preview outbound work items

Avaya Aura®

Communication Manager 4.x, 5.x, 6.x

Avaya ApplicationEnablement Service

5.2.4 and 6.2 and above

Elite Multichannel XML Server

Elite MultichannelAgent Desktop running

XML Client


Elite MultichannelEmail Delivery Example

Elite MultichannelAgent Desktop

DMZ Deliver desiredwork item

QueueWork Item

Work Item

Avaya Aura®Communication Manager

CorporateE-mail Server

E-mailGateway

Call Center EliteMultichannel Server

Avaya ApplicationEnablement Services5.2.4, 6.2 and above


Email ReplyVoice Work Item

Chat Work Item

Email Work Item

Wallboard

Auto Text Inserted

Work itemnotes for efficient

information exchange between agents

Templates for faster email responses

Customer history Plug-in

Elite Multichannel Agent Desktop


Elite Multichannel 6.3

GA October 7th, 2013 6.3 Overview:

– Capacity increase to 1,000 agents– Support of SIP endpoints– Single Server configuration– Support for WFO R11 and R12– Support for latest Microsoft SQL, Exchange and

Internet Explorer 10– Localization (Delivered in 6.3.1) targeted for

December 2013– Support for Experience Portal

Available on Elite 4.x, 5.x and 6.x

Add Multichannel and Preserve Elite Investment

Call Center EliteMultichannel Agent

Desktop

Multichannel work item

avaya aura contact center elite

Technology

major component

expert agent

call surplus

expert agent

agent selection

elite multichannel

call center

elite multichannel