You can use a Computer Telephony Integration (CTI) application, such as Workspaces, along with Avaya Aura® Call Center Elite to perform call-center specific operations such as retrieving the caller’s order details from a database.
If you are using a CTI application along with Avaya Aura® Call Center Elite, call center-specific features are not available on the phone. This is because Avaya Aura® Call Center Elite allows you to log in to only one device at one time.
You might want to use a call center (CC) phone as a fallback option. However, unless there is a failure with the CTI application, you must use the CTI application to answer and end call center (ACD and DAC) calls, and to perform other call center-specific operations such as changing the work mode. However, you must use the CTI controlled phone to handle station extension calls.
If connection to Workspaces is lost, and if the phone is configured as a CC phone, you can log in to the phone as a Call Center Elite agent. The phone takes over the control from Workspaces and operates as a CC phone. Call center-specific features now become available on the phone. You can then use the phone to perform call-center specific operations.
