About Avaya Call Center packages

Last Updated : Jun 01, 2018 |

The features required to use vector commands are included in the following Call Center packages:

  • Call Center Introductory: Provides the Automatic Call Distribution (ACD) capabilities for a small, non skill-based call center with up to 50 agents.

  • Call Center Elite: Includes Expert Agent Selection (EAS) and advanced Call Vectoring capabilities.

  • Avaya Aura® Call Center Elite: Includes Business Advocate as an entitlement.

Most features required to enable vector commands are included in the basic Communication Manager package. To use the skill options associated with some vector commands, you must activate the EAS feature. EAS is included in the Call Center Elite package.

Additionally, other vector commands require Avaya Virtual Routing, the marketing name for what is referred to as MultiSite Best Service Routing (BSR), which activates the Look-Ahead Interflow (LAI) feature. Commands, such as Auto Attendant which activates Call Prompting, are available with non-Call Center Right-To-Use (RTU) offerings.