Avaya Call Center provides a total solution for the sales and service needs of a customer. Avaya Call Center connects callers with the appropriate agents. When a caller places call to a contact center, Communication Manager captures the information about the caller and, depending on this information, routes the call to the appropriate caller in the contact center.

The Call Center solution consists of new and existing versions of Avaya servers, Communication Manager, and Call Center peripherals. This solution supports:

• Extensions of up to 13 digits

• LAN backup of Call Management System for high availability

• Customer-requested enhancements

Some of the Call Center applications that integrate with Communication Manager are:

• Avaya Call Management System for real-time reporting and performance statistics

• Avaya Business Advocate for expert, predictive routing based on historical data and incoming calls