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Avaya Aura™ Call Center

What’s 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, Avaya’s 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

. . . . . . . . . . . . . . . . . . . . Index . . . . . . . . . . . . . . . . . . . . . . . What’s New for Avaya Aura™ Call Center 5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Associated application documentation . . . . . . . . . . . . . . . . . . . . . . . .1 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2. . . . . . . . . . . .2 and 5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Availability for up to 4 MIS links . . . . 5 5 5 5 6 6 6 9 10 11 12 13 13 15 16 17 17 18 19 Purpose. . . . . . . . . . . . . . . . . . . . . Call Center 5. . . . . . . . . . . . . . . . . . . . . . . Link holdover during duplicated Processor Ethernet exchange . . . . . . . . . . . . . Reporting Adjunct Release fields support latest releases . . . . . . . . . . . . . . . . . . .1 November 2009 3 . . . . . Route Calls to Agents by Skill Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Expanded Dial Plan with CMS R16 . . . . . . . . . . . . . . . . . Call Center 5. . .Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . Interruptible Aux work. . . . . . . . . . . . . . . . . . . . . . . . . Percentage Allocation Routing . . . . . . . . . . . . Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multinational CPN Prefixes . Other Call Center documents . . . . . . . . . . . . . . . . . . . . . . .2 enhancements . . . . . .2. . . . . CMS and Avaya IQ administration to change skills for Interruptible AUX agents. . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . .

2.1 November 2009 .Contents 4 What’s New for Avaya Aura™ Call Center 5.2 and 5.

Related documents Call Center 5.2 and 5.Preface This document presents the enhancements added for Avaya Aura™ Call Center Releases 5. 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 5.1.1 include the following documentation: ● ● Other Call Center documents on page 6 Associated application documentation on page 6 What’s New for Avaya Aura™ Call Center 5. Audience This guide is intended primarily for existing call center customers who are upgrading to Avaya Call Center 5.2 and 5.2.2 and 5.2.2.1 November 2009 5 .1.2.1.2.2 and 5.2 and 5.

Avaya Communication Manager Call Center Software .2.Provides a general understanding of how Avaya Business Advocate can be used for call and agent selection. 6 What’s New for Avaya Aura™ Call Center 5.1 enhancements on page 15.2. 5.1 release too.provides the detailed procedures for installation. use. See Call Center 5. Availability Copies of Avaya Call Center documentation are available from the Avaya Support Web site: http://www. and troubleshoot vectors.Basic Call Management System (BCMS) Operations .1 does not have a new set of documents separate from the Call Center 5.Provides information on the use of the BCMS feature for ACD reporting. which are command sequences that process telephone calls in an Automatic Call Distribution (ACD) environment.Preface Note: Note: Call Center release 5.2 and 5.2 release.avaya. Avaya Aura™ Call Center 5.1 enhancements are explained in this document only. Other Call Center documents These additional documents are issued for Avaya Call Center applications: ● Avaya Aura™ Call Center 5. Avaya Business Advocate User Guide . Call Center 5.2 Automatic Call Distribution Reference .2. and Troubleshooting Guide . 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. maintenance.Provides feature descriptions and some implementation guidance for call center features.com/support.2 Call Vectoring and Expert Agent Selection Reference Provides information on how to write.2 documentation is valid for the 5.com/support.2.1 November 2009 .2. Maintenance. Avaya Call Management System Software Installation.avaya.

2.1 November 2009 7 .2 and 5. 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.Availability Note: Note: Always visit the Avaya Support Web site to verify you have the latest version of the Call Center documentation. What’s New for Avaya Aura™ Call Center 5.

Preface 8 What’s New for Avaya Aura™ Call Center 5.1 November 2009 .2 and 5.2.

This document contains an overview of the changes and additions in Call Center Release 5.0 and its successor Service Pack releases. 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 What’s New for Avaya Aura™ Call Center 5.2.Call Center 5.2 enhancements Avaya Call Center Release 5.2.2 offers new features and enhancements to the functionality provided by Call Center Release 5.1 November 2009 9 .2 and 5.

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. ! 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. This prevents a situation in which a call is delivered and automatically answered by the endpoint but no one answers the caller." not forced. unavailable EAS agents who are in Auxiliary (AUX) work mode and have an interruptible reason code can be made available. Using this feature. Auto-in-Interrupt ("forced interruptible") agents become available after the timer expires. The setting for interruptible AUX type using the RL field can only be done using Communication Manager administration. except if they are on a non-ACD call. agents with that interruptible skill who are in AUX with an interruptible reason code are notified that they are needed. takes place or the service level threshold is no longer exceeded.Call Center 5.com/support for late-breaking information about this feature. Once interruptible AUX is defined for any of the agent's skills.2 and 5. Agents who move to an interruptible Aux mode after the threshold is exceeded are also notified. flashing auto-in and/or manual-in buttons and an audible tone. such as the agent becoming available or logging off. The notification consists of a display message ("You are needed"). 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. 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. for example.2.0 or earlier). Manual-in-Interrupt and Notify-Interrupt (also referred to as "requested interruptible") agents are notified but remain in AUX until they make themselves available. Please refer to the Communication Manager release notes and Product Support Notices on the Avaya Support Web site: http:// www. Agents who become available after being interrupted from AUX are made available for all of their skills. A "forced" interruptible agent administered as Auto Answer is treated as "requested interruptible.2 enhancements Interruptible Aux work If a skill’s designated service level is not met. CMS cannot display or change any skills for that agent using the CMS Change Agent Skills window. you can use agents in Auxiliary (AUX) work mode to achieve the desired service level. 10 What’s New for Avaya Aura™ Call Center 5.1 November 2009 . etc. Notification to "requested" agents continues until a further event. This same interaction occurs with Avaya IQ management of contact center preferences related to agents (queue and call handling assignments). not just the one that exceeded its service level threshold. during the call volume spikes. alerting.avaya.

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 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). 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 list of destination (route-to) VDNs along with the desired target percentages is assigned using a new PRT screen. Percentage Allocation is useful for segmented call handling or outsourcing and optimizing call handling in a multiple location enterprise. 25% for VDN2.2 Automatic Call Distribution Reference What’s New for Avaya Aura™ Call Center 5. Each of the outsourcers has a different location-specific service agreement that specifies the percentage of the total calls that they are to receive. Related topics For more information. see the following: ● Interruptible Aux work in Avaya Aura™ Call Center 5. This feature offers a way to assure meeting service level agreements. An application example is a call center that uses one or more outsourcers in addition to its own staff.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.0. 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 VDN screen has been modified to support assigning a PRT number instead of a vector number for handling the calls to the VDN.2 Automatic Call Distribution Reference Avaya Aura™ Call Center 5. 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. 45% for VDN3 and 10% for VDN4. The desired percentage of the total calls is then assigned as the target percentage for each of the route-to VDNs.2. see the following: ● Policy Routing Table screen in Avaya Aura™ Call Center 5. The PRT form shows the actual percentage distribution and call counts when displayed in a working system.2 software when the Call Center Software is upgraded to 5. 20% for VDN1. Up to 15 route-to VDNs can be assigned on a PRT and up to 2. This capability is available with the Communication Manager 5.Percentage Allocation Routing Related topic For more information.1 November 2009 11 .2 and 5. For example.000 PRTs are available in the larger servers.

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. the calls are queued.2 and 5. this feature allows you to request selection of an agent with a particular skill level. 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). But if agents with skill level 10 are not available. 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 . Using vector processing.2 enhancements ● Percentage Allocation Routing section in Avaya Aura™ Call Center 5.com/support for late-breaking information about this feature.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. the calls are routed to any agent that is available for skill 5. 12 What’s New for Avaya Aura™ Call Center 5.Call Center 5. the calls are routed to those agents. with low priority.2. Please refer to the Communication Manager release notes and Product Support Notices on the Avaya Support Web site: http://www. If there are no available agents for skill 5.2 Call Vectoring and Expert Agent Selection Reference Route Calls to Agents by Skill Level Under agent surplus conditions.1 November 2009 . to skill 5.avaya. If there are "Skill 5 Widget" agents available with skill level 10. 2. 3) but to the trainees. whose skill level is 10. you can apply skill level as well as skill (and other factors) in agent selection.

CPN prefixes can be used. the country code for Germany and the city code for Padova. Vectors. such as by automatically routing calls from Germany to a German speaking agent. the agent can give priority to international calls and save toll charges. What’s New for Avaya Aura™ Call Center 5. if required.0. 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. see the following: ● ● Reporting adjuncts in Avaya Aura™ Call Center 5.2 Call Vectoring and Expert Agent Selection Reference. This allows Communication Manager to identify calls as national (NTL) or international (INTL). in addition to other areas of call processing.1 (adds SA9062 support) and CMS R15 as well as Avaya IQ 5. and Vector Routing Tables. see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura™ Call Center 5. This allows you to prioritize and route calls more intelligently. For instance. see Multi-national Calling Party Number (CPN) prefixes in Avaya Aura™ Call Center 5. NTL and INTL.Multinational CPN Prefixes Related topics For more information. Reporting Adjunct Release fields support latest releases The Reporting Adjunct Release fields on the feature related system parameters form now support CMS releases R14.2 Call Vectoring and Expert Agent Selection Reference. Accordingly. The values. for example. override for a VDN. to differentiate between similar calling codes of various cities and countries to unambiguously identify the source of a call.2. are the same (49).2 Automatic Call Distribution Reference Avaya Aura™ Call Center 5.2 and 5. Related topic For more information.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.1 November 2009 13 . also appear on agent’s telephone. Related topic For more information. Italy. You can set up this feature for the whole system and.

Call Center 5.2.1 November 2009 .2 enhancements 14 What’s New for Avaya Aura™ Call Center 5.2 and 5.

1 enhancements Avaya Call Center Release 5.2.2 and 5.1 release too.1 November 2009 15 . The Call Center 5.1.2 release.1 offers new features and enhancements to the functionality provided by Call Center Release 5.1 enhancements are explained in this document only. Note: The Call Center release 5. This section contains an overview of the changes and additions in Call Center Release 5.2 documentation is valid for the 5.2. 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: ● ● ● ● What’s New for Avaya Aura™ Call Center 5.2.2.Call Center 5.1 does not have a new set of documents separate from the Call Center 5.2.2 and its successor Service Pack releases. The 5.2.2.

1 November 2009 .1. With Interruptible Aux. the RL field.16) or an Advocate RL value (1 or 2). is used to set the interruption type (a. 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. when not used for an Advocate reserve level. although CMS and Avaya IQ have not been revised to specifically support the Interruptible AUX feature. CMS could not display or change any skills for the agent using the Change Agent Skills/Multi-Agent Skill Change window. with no Interruptible Aux value for the skill's Reserve Level field. see the following: ● Interruptible Aux work in Avaya Aura™ Call Center 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.2.2. a skill level could not be assigned if the RL field was being used for Business Advocate. or n) while the skill level is also set. CMS uses an administration field called Level for either the skill level (1 .2 and 5. when an Interruptible Aux type is set for a skill. Prior to the introduction of the Interruptible Aux feature.2 Automatic Call Distribution Reference Interruptible Aux work on page 10 ● 16 What’s New for Avaya Aura™ Call Center 5. the Level field displays the skill level but not the Interruptible Aux type. that is. m. Agents could only have the skill changes done using Communication Manager administration of the Agent LoginID form. Since CMS and Avaya IQ have not yet been revised. Avaya IQ could not make changes using the contact center preferences for those agents. you can now use CMS or Avaya IQ administration to make skill changes for these agents. With Communication Manager 5. Related topic For more information.2.Call Center 5. 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.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. All other changes to skill entries are allowed.

limiting the extensions to 7 digits.1 November 2009 17 .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. and agent extensions were truncated. at most 2 links can be assigned as "mis" (CMS) links and at most 2 links can be assigned as "ccr" (Avaya IQ) links. Without the special application enabled.0 but was only usable if CMS was not connected to collect Call Center data. Availability for up to 4 MIS links Special Application SA9090 allows you to use up to 4 MIS links for CMS connectivity. 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.avaya.0 or later and the CMS release is R16 or later. Special Application SA9090 and other special applications can now be enabled without a license upgrade using the System-Parameters Special-Applications administration form. VDN.2. VDN. 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. the total number of applications is not increased.1 and R15 allowed permissive use of EDP (8 to 13 digit extensions) with Communication Manager special application SA9062. EDP support was originally added to Communication Manager 4. The only applications allowed to collect data in this configuration were BCMS (Basic Call Management System) and Avaya IQ. With this special application. see the following. Note: With Communication Manager 5. the maximum number of "ccr" applications remains at 2.com/support. and the total number of "mis" plus "ccr" applications remains at 4. This special application allows up to 4 processor channels to be assigned as "mis" (CMS) links. and agent extensions to CMS if the Call Center Release is 4. Avaya Special Applications Feature Description posted on http://www. These releases are administered in the Reporting Adjunct Release field for CMS on the Feature-Related System Parameters form. physical phone.2. Communication Manager 5. CMS R14.2 and 5.1 now sends full EDP physical phone.1. However. What’s New for Avaya Aura™ Call Center 5.2. Note: Related topics For more information.

1 November 2009 .2. This enhancement is available with Communication Manager 5.1 enhancements Link holdover during duplicated Processor Ethernet exchange Prior to Communication Manager 5. when a CMS was connected to Communication Manager using a Processor Ethernet port.1 and CMS R16.1.1.2. 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. 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).2.Call Center 5. Note: This enhancement is currently not available with Avaya IQ.2.2 and 5. This eliminates the need to pump up the link. With Communication Manager 5.2. Note: 18 What’s New for Avaya Aura™ Call Center 5.

. . . . . . . . . . . . .Index Index purpose . . . . . . . . . . . . . . . . . . . . . . .5 . Service level . . . . . . . . . Skill Administration Interruptible Aux agents . . . . . . . . . . associated application documentation other Call Center documents . . . . . . . . . . . Numerical 4 MIS links . . . . . . . . 17 Multinational CPN Prefixes . . . 17 E EDP . 18 . 13 S SA9090 . . . Special Application SA9090 . . . . . 10 I Interruptible AUX agents CMS and Avaya IQ administration change skills . . . . . . . . . . . . . . . . . . . . . . . . .2. . . . . . 17 . . . . . . 16 Interruptible Aux work . . . . . . . . . Call Center 5. . . . . . . . . . . . .2 enhancements . .1 enhancements calling party number . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 . . . . 16 . . . . D Duplicated Processor Ethernet exchange Link holdover . . . . . . . . 17 T Threshold Interruptible Aux . . . . . . . . . . . . . . . . 13 Reporting Adjunct Release fields support latest releases13 Route Calls to Agents by Skill Level . . . . . . . . . . . . . . . .11 . . . . . . . . 10 L Link holdover during duplicated Processor Ethernet exchange .1 November 2009 19 . . . .6 C Call Center 5. . . . . . . 18 M MIS links . . . . . . . . .2. . . . . availability . . . . . . . . . . . . . . . . . 6 What’s New for Avaya Aura™ Call Center 5. . . . . . . 9 15 13 16 Reporting Adjunct Release fields . . . . . . 17 Expanded Dial Plan . . . . Change Agent Skills window . . . . . . . . . . . 5 . . . . . . .2 and 5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 . 12 . . . . . . . . . . CPN prefixes multinational . . . . . . . . . . . . . . . . . . . . . . related documents . 13 P Percentage Allocation Routing Preface . . . . . . . . . . . . . . R . . . . . . . . . . . 5 . . 17 . . . . 10 . . . . . . . . . . . . . audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2 and 5.2.1 November 2009 .Index 20 What’s New for Avaya Aura™ Call Center 5.