Avaya Aura Call Center

Whats New for Call Center 5.2 and 5.2.1

Release 5.2 and 5.2.1 November 2009

2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http:// www.avaya.com/support/LicenseInfo ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://www.avaya.com/support/ThirdPartyLicense Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll

fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya, Avaya Aura, and the Avaya logo, are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support

Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 5 5 5 6 6 6 9 10 11 12 13 13 15 16 17 17 18 19

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Other Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Associated application documentation . . . . . . . . . . . . . . . . . . . . . . . . Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Center 5.2 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Interruptible Aux work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Percentage Allocation Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Route Calls to Agents by Skill Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multinational CPN Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reporting Adjunct Release fields support latest releases . . . . . . . . . . . . . . . . Call Center 5.2.1 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CMS and Avaya IQ administration to change skills for Interruptible AUX agents. . . . Expanded Dial Plan with CMS R16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Availability for up to 4 MIS links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Link holdover during duplicated Processor Ethernet exchange . . . . . . . . . . . . . Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Contents

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Preface
This document presents the enhancements added for Avaya Aura Call Center Releases 5.2 and 5.2.1. This section contains the following topics:

Purpose on page 5 Audience on page 5 Related documents on page 5 Availability on page 6

Purpose
The purpose of this document is to describe the new features in Avaya Call Center 5.2 and 5.2.1.

Audience
This guide is intended primarily for existing call center customers who are upgrading to Avaya Call Center 5.2 and 5.2.1.

Related documents
Call Center 5.2 and 5.2.1 include the following documentation:

Other Call Center documents on page 6 Associated application documentation on page 6

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Preface

Note:

Note: Call Center release 5.2.1 does not have a new set of documents separate from the Call Center 5.2 release. 5.2 documentation is valid for the 5.2.1 release too. Call Center 5.2.1 enhancements are explained in this document only. See Call Center 5.2.1 enhancements on page 15.

Other Call Center documents

These additional documents are issued for Avaya Call Center applications:

Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference Provides information on how to write, use, and troubleshoot vectors, which are command sequences that process telephone calls in an Automatic Call Distribution (ACD) environment. Avaya Aura Call Center 5.2 Automatic Call Distribution Reference - Provides feature descriptions and some implementation guidance for call center features. Avaya Communication Manager Call Center Software - Basic Call Management System (BCMS) Operations - Provides information on the use of the BCMS feature for ACD reporting. Avaya Business Advocate User Guide - Provides a general understanding of how Avaya Business Advocate can be used for call and agent selection. Avaya Call Management System Software Installation, Maintenance, and Troubleshooting Guide - provides the detailed procedures for installation, maintenance, and troubleshooting of the Call Management System software

Associated application documentation

The most recent application documentation for Avaya Aura Communication Manager and Avaya Call Management System is available on the Avaya Support Web site: http:// www.avaya.com/support.

Availability
Copies of Avaya Call Center documentation are available from the Avaya Support Web site: http://www.avaya.com/support.

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Availability

Note:

Note: Always visit the Avaya Support Web site to verify you have the latest version of the Call Center documentation. Additional information about new software or hardware updates will be contained in future issues of this document. New issues of this document will be placed on the Web site when available.

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Preface

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Call Center 5.2 enhancements

Avaya Call Center Release 5.2 offers new features and enhancements to the functionality provided by Call Center Release 5.0 and its successor Service Pack releases. This document contains an overview of the changes and additions in Call Center Release 5.2. Each topic in this section contains references to the Call Center documents where detailed information is located. This section includes the following topics:

Interruptible Aux work on page 10 Percentage Allocation Routing on page 11 Route Calls to Agents by Skill Level on page 12 Multinational CPN Prefixes on page 13

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Call Center 5.2 enhancements

Interruptible Aux work

If a skills designated service level is not met, unavailable EAS agents who are in Auxiliary (AUX) work mode and have an interruptible reason code can be made available. Using this feature, for example, during the call volume spikes, you can use agents in Auxiliary (AUX) work mode to achieve the desired service level. You can enable Interruptible Aux by:

Setting the Interruptible Aux Threshold for any skill/hunt group to service-level-target Setting the Interruptible parameter on specific Reason Codes to 'y' Identifying interruptible agents by setting the Reserve Level (RL) field of an agent's skills to one of the "interruptible" values described below

When the service level threshold for an interruptible hunt group (skill) is exceeded, agents with that interruptible skill who are in AUX with an interruptible reason code are notified that they are needed. The notification consists of a display message ("You are needed"), flashing auto-in and/or manual-in buttons and an audible tone. Agents who move to an interruptible Aux mode after the threshold is exceeded are also notified. The duration of notification to "Auto-In-Interrupt ("forced interruptible")" agents is administrable using the Interruptible Aux Notification Timer (sec) field on page 13 of feature-related system-parameters form. Notification to "requested" agents continues until a further event, such as the agent becoming available or logging off, takes place or the service level threshold is no longer exceeded. Auto-in-Interrupt ("forced interruptible") agents become available after the timer expires, except if they are on a non-ACD call, alerting, etc. A "forced" interruptible agent administered as Auto Answer is treated as "requested interruptible," not forced. This prevents a situation in which a call is delivered and automatically answered by the endpoint but no one answers the caller. Manual-in-Interrupt and Notify-Interrupt (also referred to as "requested interruptible") agents are notified but remain in AUX until they make themselves available. Agents who become available after being interrupted from AUX are made available for all of their skills, not just the one that exceeded its service level threshold.

!
Important:

Important: With this release the administration of agent skills for interruptible AUX is not supported by Avaya CMS (R15 or earlier) or Avaya IQ (5.0 or earlier). The setting for interruptible AUX type using the RL field can only be done using Communication Manager administration. Once interruptible AUX is defined for any of the agent's skills, CMS cannot display or change any skills for that agent using the CMS Change Agent Skills window. This same interaction occurs with Avaya IQ management of contact center preferences related to agents (queue and call handling assignments). All further skill/queue changes for those agents that have interruptible AUX assigned on the Agent Login ID screen must be done using switch administration. Please refer to the Communication Manager release notes and Product Support Notices on the Avaya Support Web site: http:// www.avaya.com/support for late-breaking information about this feature.

10

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Percentage Allocation Routing

Related topic
For more information, see the following:

Interruptible Aux work in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference

Percentage Allocation Routing

This feature allows you to distribute inbound calls for certain applications proportionally across different local or remote resources or answering points using VDNs. Calls placed to a particular VDN with a Policy Routing Table (PRT) assigned instead of a vector will be routed among a list of destination VDNs based on target percentages. The list of destination (route-to) VDNs along with the desired target percentages is assigned using a new PRT screen. Up to 15 route-to VDNs can be assigned on a PRT and up to 2,000 PRTs are available in the larger servers. The VDN screen has been modified to support assigning a PRT number instead of a vector number for handling the calls to the VDN. This capability is available with the Communication Manager 5.2 software when the Call Center Software is upgraded to 5.0. Percentage Allocation is useful for segmented call handling or outsourcing and optimizing call handling in a multiple location enterprise. This feature offers a way to assure meeting service level agreements. A PRT can be assigned to multiple VDNs and there are no restrictions for the route-to VDNs other than they must be valid assigned VDNs. The PRT form shows the actual percentage distribution and call counts when displayed in a working system. An application example is a call center that uses one or more outsourcers in addition to its own staff. Each of the outsourcers has a different location-specific service agreement that specifies the percentage of the total calls that they are to receive. This application can then be served by setting up a PRT form with a route-to VDN for each of the outsourcers along with one for the local staff. The desired percentage of the total calls is then assigned as the target percentage for each of the route-to VDNs. For example, 20% for VDN1, 25% for VDN2, 45% for VDN3 and 10% for VDN4. Each of the outsource VDNs will then have a vector assigned that contains a route-to number command which routes to the phone number to reach the outsourcer call center. The vector assigned to the local staff VDN contains the usual wait treatment and queue commands for handling the percentage of total calls that are to be routed to the local skill(s).

Related topics
For more information, see the following:

Policy Routing Table screen in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

11

Call Center 5.2 enhancements

Percentage Allocation Routing section in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference

Route Calls to Agents by Skill Level

Under agent surplus conditions, this feature allows you to request selection of an agent with a particular skill level. Using vector processing, you can apply skill level as well as skill (and other factors) in agent selection. This additional call routing criterion can be specified by using the new optional skill level preference parameter in the check skill vector command. Examples:

check skill 6 pri h if available-agents > 2 pref-level 16 (prefer specific skill level 16: lowest level) check skill 6 pri h if available-agents > 2 pref-range 1 to 3 (prefer skill level range 1-3: best) check skill 6 pri h if available-agents > 0 all-levels (no skill level preference - existing behavior)

The following scenario can help explain the usage of this functionality: A customer decides that out of the 16 different skill levels that can be used to support Skill 5 Widget, they prefer not to route calls to the most skilled agents (those at skill levels 1, 2, 3) but to the trainees, whose skill level is 10. If there are "Skill 5 Widget" agents available with skill level 10, the calls are routed to those agents. But if agents with skill level 10 are not available, the calls are routed to any agent that is available for skill 5. If there are no available agents for skill 5, the calls are queued, with low priority, to skill 5. The following command will implement these preferences:
check skill 5 pri l if available-agents >0 pref-level 10 queue-to skill 5 pri l

!
Important:

Important: With this release the administration of skill level preference on the check step cannot be done using Avaya CMS vector administration (R15 or earlier). Communication Manager administration will be required to add check steps with the pref-level parameter and any vectors that contain these steps cannot be accessed by CMS vector administration. Please refer to the Communication Manager release notes and Product Support Notices on the Avaya Support Web site: http://www.avaya.com/support for late-breaking information about this feature.

12

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Multinational CPN Prefixes

Related topics
For more information, see the following:

Reporting adjuncts in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference

Multinational CPN Prefixes

This enhancement extends multi-national calling party number (CPN) support to optionally pass the CPN prefix to VDNs, Vectors, and Vector Routing Tables, in addition to other areas of call processing. CPN prefixes can be used, for example, to differentiate between similar calling codes of various cities and countries to unambiguously identify the source of a call. This allows you to prioritize and route calls more intelligently, such as by automatically routing calls from Germany to a German speaking agent. For instance, the country code for Germany and the city code for Padova, Italy, are the same (49). Although the calls from these two locations begin with the same digits, the prefix in a multinational CPN helps differentiate between local/national and international numbers. This allows Communication Manager to identify calls as national (NTL) or international (INTL). The values, NTL and INTL, also appear on agents telephone. Accordingly, the agent can give priority to international calls and save toll charges. You can set up this feature for the whole system and, if required, override for a VDN.

Related topic
For more information, see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference.

Reporting Adjunct Release fields support latest releases

The Reporting Adjunct Release fields on the feature related system parameters form now support CMS releases R14.1 (adds SA9062 support) and CMS R15 as well as Avaya IQ 5.0.

Related topic
For more information, see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura Call Center 5.2 Call Vectoring and Expert Agent Selection Reference.

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

13

Call Center 5.2 enhancements

14

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Call Center 5.2.1 enhancements

Avaya Call Center Release 5.2.1 offers new features and enhancements to the functionality provided by Call Center Release 5.2 and its successor Service Pack releases. This section contains an overview of the changes and additions in Call Center Release 5.2.1. Note: The Call Center release 5.2.1 does not have a new set of documents separate from the Call Center 5.2 release. The 5.2 documentation is valid for the 5.2.1 release too. The Call Center 5.2.1 enhancements are explained in this document only. CMS and Avaya IQ administration to change skills for Interruptible AUX agents on page 16 Expanded Dial Plan with CMS R16 on page 17 Availability for up to 4 MIS links on page 17 Link holdover during duplicated Processor Ethernet exchange on page 18

Note:

This section includes the following topics:

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

15

Call Center 5.2.1 enhancements

CMS and Avaya IQ administration to change skills for Interruptible AUX agents
The initial release of Interruptible AUX in Avaya Aura Communication Manager 5.2 prevented CMS or Avaya IQ from administering skills for agents who were assigned interruptible AUX values in the Reserve Level (RL) field for one or more skills on their Agent LoginID form. CMS could not display or change any skills for the agent using the Change Agent Skills/Multi-Agent Skill Change window. Avaya IQ could not make changes using the contact center preferences for those agents. Agents could only have the skill changes done using Communication Manager administration of the Agent LoginID form. With Communication Manager 5.2.1, you can now use CMS or Avaya IQ administration to make skill changes for these agents, although CMS and Avaya IQ have not been revised to specifically support the Interruptible AUX feature. Prior to the introduction of the Interruptible Aux feature, a skill level could not be assigned if the RL field was being used for Business Advocate. CMS uses an administration field called Level for either the skill level (1 - 16) or an Advocate RL value (1 or 2). With Interruptible Aux, the RL field, when not used for an Advocate reserve level, is used to set the interruption type (a, m, or n) while the skill level is also set. Since CMS and Avaya IQ have not yet been revised, when an Interruptible Aux type is set for a skill, the Level field displays the skill level but not the Interruptible Aux type. If an administrator attempts to use CMS or Avaya IQ to enter an Advocate reserve level in the Level field for a skill that has an Interruptible Aux value in the RL field on Communication Manager, the following error message will be shown: operation failed on the switch Administration operations are normal when Business Advocate is active and a reserve level (1 or 2) is entered in the RL field or is being interacted with, that is, with no Interruptible Aux value for the skill's Reserve Level field. All other changes to skill entries are allowed.

Related topic
For more information, see the following:

Interruptible Aux work in Avaya Aura Call Center 5.2 Automatic Call Distribution Reference Interruptible Aux work on page 10

16

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Expanded Dial Plan with CMS R16

Expanded Dial Plan with CMS R16

CMS R16 now fully supports Expanded Dial Plan (EDP) for extensions up to 13 digits. EDP support was originally added to Communication Manager 4.0 but was only usable if CMS was not connected to collect Call Center data. The only applications allowed to collect data in this configuration were BCMS (Basic Call Management System) and Avaya IQ. CMS R14.1 and R15 allowed permissive use of EDP (8 to 13 digit extensions) with Communication Manager special application SA9062. However, VDN, physical phone, and agent extensions were truncated, limiting the extensions to 7 digits. Communication Manager 5.2.1 now sends full EDP physical phone, VDN, and agent extensions to CMS if the Call Center Release is 4.0 or later and the CMS release is R16 or later. These releases are administered in the Reporting Adjunct Release field for CMS on the Feature-Related System Parameters form.

Availability for up to 4 MIS links

Special Application SA9090 allows you to use up to 4 MIS links for CMS connectivity. This special application allows up to 4 processor channels to be assigned as "mis" (CMS) links. Without the special application enabled, at most 2 links can be assigned as "mis" (CMS) links and at most 2 links can be assigned as "ccr" (Avaya IQ) links. With this special application, the total number of applications is not increased; the maximum number of "ccr" applications remains at 2, and the total number of "mis" plus "ccr" applications remains at 4. All CMS systems must be running the same SPI language as specified by the release entered in the CMS and Avaya IQ fields on page 12 of the Feature-Related System Parameters form. Administer the configuration by setting the CMS release field to the release of the connected CMS (all must be the same release or running the equivalent release) and then assign up to 4 "mis" channels on the Processor Channel Assignment form. Note: With Communication Manager 5.2.1, Special Application SA9090 and other special applications can now be enabled without a license upgrade using the System-Parameters Special-Applications administration form.

Note:

Related topics
For more information, see the following, Avaya Special Applications Feature Description posted on http://www.avaya.com/support.

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

17

Call Center 5.2.1 enhancements

Link holdover during duplicated Processor Ethernet exchange

Prior to Communication Manager 5.2.1, when a CMS was connected to Communication Manager using a Processor Ethernet port, a server interchange would cause the CMS link to drop and then reconnect to the Processor Ethernet port on the new active server (and subsequently pump up). With Communication Manager 5.2.1, the Processor Ethernet server interchange mechanism process has been enhanced to allow the CMS to detect the interchange and open a socket to the new active server so that the link stays up. This eliminates the need to pump up the link. This enhancement is available with Communication Manager 5.2.1 and CMS R16. Note: This enhancement is currently not available with Avaya IQ.

Note:

18

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

Index

Index
purpose . . . . . . . . . . . . . . . . related documents . . . . . . . . . . . associated application documentation other Call Center documents . . . .

Numerical
4 MIS links . . . . . . . . . . . . . . . . . . . . 17

. . . .

. . . .

. . . .

. . . .

. . . .

.5 .5 .6 .6

C
Call Center 5.2 enhancements . Call Center 5.2.1 enhancements calling party number . . . . . . Change Agent Skills window . . CPN prefixes multinational . . . . . . . .

R
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
15 13 16 Reporting Adjunct Release fields . . . . . . . . . . 13 Reporting Adjunct Release fields support latest releases13 Route Calls to Agents by Skill Level . . . . . . . . . 12

. . . . . . . . . . 13

S
SA9090 . . . . . . . . . . Service level . . . . . . . . Skill Administration Interruptible Aux agents . Special Application SA9090 .

D
Duplicated Processor Ethernet exchange Link holdover . . . . . . . . . . . . . . . . . . 18

. . . . . . . . . . . . 17 . . . . . . . . . . . . 10 . . . . . . . . . . . . 16 . . . . . . . . . . . . 17

E
EDP . . . . . . . . . . . . . . . . . . . . . . . 17 Expanded Dial Plan . . . . . . . . . . . . . . . . 17

T
Threshold Interruptible Aux . . . . . . . . . . . . . . . . . 10

I
Interruptible AUX agents CMS and Avaya IQ administration change skills . . . . . . . . . . . . . . . . 16 Interruptible Aux work . . . . . . . . . . . . . . . 10

L
Link holdover during duplicated Processor Ethernet exchange . . . . . . . . . . . . . . . . . . . . 18

M
MIS links . . . . . . . . . . . . . . . . . . . . . 17 Multinational CPN Prefixes . . . . . . . . . . . . . 13

P
Percentage Allocation Routing Preface . . . . . . . . . . . audience . . . . . . . . . availability . . . . . . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

.11 . 5 . 5 . 6

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009

19

Index

20

Whats New for Avaya Aura Call Center 5.2 and 5.2.1

November 2009