In addition to basic call features, such as call transferring and emergency calling, Avaya Contact Center – Extended Capacity supports advanced features that improve contact center efficiency. With the advanced contact center functionality, the system administrator can do the following:

• Control agents and calls using CTI applications

• Collect and monitor call data with Avaya Call Management System (CMS)

• Administer contact center announcements

• Store agent-specific greetings

• Configure agent work modes