The following are the CS 1000 call center capabilities and features supported by Avaya Device Adapter Snap-in for Call Center Elite:
Activate Send All Calls (SAC) when Do Not Disturb (DND) is active
This is equivalent to Make Set Busy (MSB) when Do Not Disturb is active in CS 1000.
Agent log in and log out
The agent login and logout feature handling differ in Device Adapter and CS 1000.
Device Adapter uses the same key as a toggle key for login and logout.
Agent skill set management
The function is similar to that of the Multiple Queue Assignment feature of CS 1000, but is controlled differently.
Agent auto answer
This is equivalent to the Call Forcing feature of CS 1000.
Call observation and supervisor calling an agent
Call work codes
This is equivalent to the Activity Code feature of CS 1000.
Call recording
Device Adapter does not support on-demand call recording by an agent. However, you can use bulk call recording or other recording modes that are supported by the call center server.
Forced logout of an agent and forced logout by time of day override
Device Adapter supports only the “forced logout by time of day override” feature to override the forced logout. Device Adapter does not support any other method to override forced logout.
Forced transition of an agent into an Unavailable state.
This is equivalent to the Not Ready feature of CS 1000 when the agent does not accept a call.
Malicious Call Trace (MCT) as Emergency
Multiple call type handling by an agent:
Automatic Call Distribution (ACD) calls
ACD call handling in Device Adapter is equivalent to handling a call from an ACD queue in CS 1000.
Direct Agent Calls (DAC)
DAC calls are not used frequently in CS 1000. An exception is the call from a supervisor to the agent.
Station extension calls
Station extension call handling in Device Adapter is equivalent to Individual Directory Number (IDN) call handling in CS 1000.
Bridged appearance calls including MADN
This is the equivalent for handling calls to Directory Numbers that are shared by two or more users in CS 1000.
Call modification of all call types that are received or originated.
Queue status display
An agent can view the number of calls in the queue, oldest call in the queue, and lamp states when thresholds exceed.
Supervisor assistance request by an agent
VDN Return Destination
Supports post-call activities such as processing the feedback received through a customer survey.
Work modes in which an agent is available to receive incoming calls:
Auto In
Auto In is equivalent to transition of an agent state to Available to receive incoming calls in CS 1000.
Manual In
Manual In is an additional work mode equivalent to transition of an agent state to Available in CS 1000. In Device Adapter, after the agent ends a call, the agent’s work mode automatically transitions to After Call Work (ACW). The agent must press the Manual In button to become available to receive call center calls.
Work modes in which an agent is unavailable to receive incoming calls:
After Call Work mode
This is equivalent to the Not Ready feature of CS 1000, where an agent performs call-related work after ending the call and is not available to receive incoming calls.
Auxiliary Work mode
This is equivalent to the Not Ready feature of CS 1000, where an agent is not available to receive incoming calls for any other reasons.
