Auto Answer

You can enable auto answer for voice interactions on a per user or per profile basis.

Barge-in

Supervisors can barge into an interaction to help close a sale or interact with the customer. To barge-in, the supervisor must first observe or coach the interaction.

During the barge-in, the supervisor becomes an active party in the call with the customer and the agent.

Voice recording

Avaya Workspaces supports the recording of the voice channel.

Avaya Experience Platform™ Public Cloud supports both Avaya Voice Recording and Verint Call Recording options. For more information about the call recording use cases in both these options, see Call recording use cases.

With Avaya Voice Recording, account administrators and supervisors can access the call recordings of voice interactions from the Customer Journey Interaction History widget in Avaya Workspaces.

Agents can pause and resume the call recording of an active voice interaction at any time during the call to omit recording sensitive information. The pause and resume functionality in Avaya Workspaces is available only for customers who have purchased the Avaya Voice Recording feature.

Coach

Supervisors can coach the agents to provide expert advice and help to address a customer request.

For voice interactions, supervisors can listen to the real-time voice conversation between the agent and the customer.

Consult transfer and consult conference

During a customer call, an agent can make a consult call to a service or to another agent. The agent can also switch between the customer call and the consult call. The agent can complete the consult call with one of the following:

Hold/Restore

Hold and restore calls using Avaya Workspaces.

Intelligent routing

Create routing rules that can use caller data to decide which workflow trigger. For example, trigger a specific workflow based on the country code of the caller's phone number. The workflow can base routing decisions on the available call data, such as estimated wait time, which enhances the customer experience and leads to improved customer satisfaction.

Mute and unmute audio input

Agents can mute or unmute audio input. Muting the audio prevents customer from listening to undesirable audio.

Observe

Supervisors can monitor the incoming calls routed to agents or the outgoing calls initiated by agents.

Supervisors can observe only one active voice call at a time.

RONA

Return on No Answer with a fixed timer across all channels. The fixed timer value is 30 seconds.

Screenpops

Access an external website configured for a screenpop.

Transfer to external number

Agents and supervisors can transfer a voice interaction to a PSTN number outside the contact center in a single-step transfer.

Transfer to queue

Transfer an interaction to a queue to find a more appropriate agent who has the knowledge to deal with the customer query.

Transfer to user

Transfer an interaction to another agent or supervisor. The target user must be able to handle voice interactions. This is a single step transfer; the transferring agent drops from the interaction immediately when the transfer completes.

Voice Priority

You can enable voice priority for the Voice channel for users or user profiles. By enabling voice priority, agents will not receive any new digital interactions until the current active voice interaction is completed.

If you cannot avail the following voice features, contact Avaya Support.

Agent and supervisor internal extension call

Agents and supervisors within the same account can make internal extension calls to each other for non-customer call-related matters. For example, a supervisor can call an agent about the work schedule, or an agent can call the supervisor to discuss issues related to appraisal.

AI noise removal

AI innovation automatically removes background noise from the agent and customer’s end, irrespective of the calling device used.

Localized ringback tone

A customer can hear the localized ringback tone even when a call is transferred to an international agent.