Avaya Contact Center – Extended Capacity supports basic incoming and outgoing calls.
A basic Unified Communications (UC) call can be a call to an endpoint extension.
A general procedure for making a basic call is as follows:
User selects the line key or takes a handset off hook.
User enters digits on the dial pad.
User receives a response, which can be one of the following:
The called user answers the call.
The contact center redirects the call.
The call fails.
User aborts the call before the called endpoint starts to ring.
The exact procedure of making and receiving calls depends on an endpoint model. For more information about basic call operation, see your endpoint documentation.
Contact center users can have different restrictions for basic calls. For example, users can have restrictions on making calls to external destinations or certain user groups within the contact center. For more information about permission set configuration, see the permission set section in Administering Avaya Contact Center – Extended Capacity.
