Contact Center

Agents

You can use this subtab to manage the agents configuration. You can also export the created configuration or manually import agent data.

Announcements

You can use this subtab to manage the configuration of the announcements that the user hears when the call is on hold or in the skill queue.

Holiday Tables

You can use this subtab to manage the configuration of the holiday tables that the contact center uses for processing calls during the configured holiday time.

Reason Codes

You can use this subtab to manage the configuration of reason codes that agents use to log out of the contact center or go into Aux work mode.

Service Hours Tables

You can use this subtab to specify working hours of your contact center for each day of the week.

Skills

You can use this subtab to manage the configuration of the skills that you can later assign to a VDN or a group of agents to process calls of the same service category. You can also export or import skill data.

Vector Variables

You can use this subtab to manage the configuration of the variables that you use for call vectoring.

Vectors

You can use this subtab to manage vector configuration. Vectors determine how the contact center routes and handles calls. You can also export vector data.

Vector Directory Numbers (VDNs)

You can use this subtab to manage the VDN configuration. The contact center uses VDNs for directing incoming calls to vectors. You can also export or import VDN data.

Vector Routing Tables

You can use this subtab to manage the configuration of the vector routing tables.

Coverage

Coverage Paths

You can use this subtab to manage the coverage paths configuration. The contact center uses coverage paths to redirect calls when the agent is logged out or does not answer the call.

Coverage Answer Group

You can use this subtab to manage the coverage answer group configuration. The contact center uses coverage answer groups as coverage points.

Endpoints

Manage Endpoints

You can use this subtab to manage the endpoints configuration. You can also export the created configuration or manually import endpoint data.

Parameters

Global Configurations

You can use this subtab to configure global settings for your contact center features, media, and network parameters. You can also set up default settings for dialing and routing, such as using an external prefix and permission sets for external callers.

VuStats

You can use this subtab to configure agent and skill statistics that agents and supervisors can view on the phone.

Trunk Groups

You can use this subtab to manage trunk groups for providing call information to Call Management System (CMS).

System

Dial Plan Analysis

You can use this subtab to configure a dial plan to determine how the contact center processes dialed numbers and agent login IDs for call routing.

Dial Plan Call Types

You can use this subtab to configure different call types for managing your dial plan configuration.

Network Locations

You can use this subtab to manage the configuration of network locations. A network location is a specific set of network settings that the Configuration Server applies to endpoints based on the endpoint IP address.

Number Adaptations

You can use this subtab to configure number adaptations. Number adaptations convert calling and called party numbers from the local dial plan of a SIP entity to the dial plan administered on the Configuration Server and vice versa.

Agent Profiles

You can use this subtab to manage the configuration of agent profiles. You can use the created agent profiles when configuring other contact center objects, including agents, endpoints, vectors, and dial plans.

Permission Sets (COR)

You can use this subtab to manage the configuration of the permission sets that allow agents and supervisors to access contact center features.

SIP Servers

You can use this subtab to manage the configuration of the SIP servers for establishing connections between endpoints and transferring media parameters. You can also export or import SIP server data.

Terminal Groups

You can use this subtab to manage the configuration of the terminal groups for setting up common network parameters for a group of endpoints.

Voice Mail Servers

You can use this subtab to manage the configuration of voicemail servers. You can use voicemail servers to redirect direct agent or non-ACD calls to the voicemail number when an agent or a supervisor logs out or does not answer the call.

Group Calls

You can use this subtab to manage the group call configuration. The contact center uses group calls to present incoming calls to all available users within the group.

Import

You can use this tab to import data from your previous contact center to Avaya Contact Center – Extended Capacity.

AES Servers

You can use this tab to add AE Services servers to the Configuration Server, view the list of configured AE Services servers, and edit the connection details.

CTI Links

You can use this tab to administer a CTI link from the Configuration Server to AE Services to use TSAPI, JTAPI, or DMCC with Call Control clients.

CMS Links

You can use this tab to configure a connection to Call Management System to process your call traffic data and generate supervisor reports.

Maintenance Shell

You can use this tab to perform contact center maintenance operations. For more information about maintenance procedures, see Maintaining Avaya Contact Center – Extended Capacity.

Customer Journey

You can use this subtab to configure customer journey profiles, call and agent events, and their associated attributes. The contact center uses journey profiles to track interactions with the caller and present the caller data to the agent. You can export the customer journey configuration or manually import the customer journey data.

You can use this subtab to specify connection details to the data store server that handles requests to store and retrieve customer data.