The Avaya Aura® Call Center provides a fully integrated telecommunications platform that supports a powerful assortment of features, capabilities, and applications designed to meet all Call Center needs of your customer.

Call Center applications, such as Avaya Call Management System for real-time reporting and performance statistics, and Avaya Business Advocate for expert predictive routing based on incoming calls rather than historical data, are easily integrated.

Communication Manager supports the Agent ID feature using telephones to retrieve specific agent greetings and play the greetings when calls are received.

Communication Manager also supports the Restrict Call Joining feature on Avaya Aura® Contact Center. If enabled, Communication Manager restricts the agents from initiating a transfer or a conference operation. The restriction applies to outbound calls. With the Restrict Second Agent Consult feature, agents can use only one consult operation, transfer or conference at a time.

For a complete description of Call Center features for Communication Manager, see the following documents: