ACD features

Abandoned Call Search

Yes

No

No

Agent Greeting

Only with phones that use the Avaya Deskphone H.323 application

Yes

Yes

Agent Login

Yes

Yes

Yes

Agent Logout

Yes

Yes

Yes

Agent work modes:

• After Call Work mode

• Auto In mode

• Aux Work mode

• Manual In mode

Yes

Yes

Yes

Auto Answer

Yes

Yes

Yes

Auto Dial

Yes

Yes

Yes

Automatic Call Distribution

Yes

Yes

Yes

Business Advocate

Yes

No

No

Call Appearance

Yes

Yes

Yes

Call Conference

Yes

Yes

Yes

Call Forward

Yes

No

No

Call Hold

Yes

Yes

Yes

Call recording

Yes

Yes

Yes

Call Transfer

Yes

Yes

Yes

Call work codes

Yes

No

Yes

Direct Agent Calling

Yes

Yes

Yes

Emergency calls

Yes

Yes

Yes

Enterprise Behavioral Pairing

No

Yes

Yes

Expert Agent Selection/Distribution

Yes

Yes

Yes

Forced Agent Logout by Clock Time

Yes

Yes

Yes

Forced Logout Override

Yes

No

No

Information Forwarding

Yes

Yes

Yes

Interruptible Aux

Yes

No

No

Maximum Agent Occupancy

Yes

No

No

Queue Status

Yes

No

No

Reason codes

Yes

Yes

Yes

Redirection on IP Failure

Yes

Yes

Yes

Redirection on No Answer

Yes

Yes

Yes

Redirection on OPTIM Failure

Yes

No

No

Redirection to voicemail

Yes

Yes

Yes

Remote Logout of Agent

Yes

No

No

Service Observing

Yes

Yes, part of vector processing

Yes, part of vector processing

Stroke counts

Yes

No

No

VDN of Origin Announcement

Yes

Yes

Yes

VuStats

Yes

Yes

Yes

Call vectoring features

Adjunct Routing

Yes

Yes

Yes

Advanced vector routing:

• Rolling Average Speed of Answer

• Expected Wait Time

• VDN calls

Yes

Yes

Yes

Holiday Vectoring

Yes

Yes

Yes

Meet-me Conference

Yes

No

No

Service Hours Table Routing

Yes

Yes

Yes