Avaya Contact Center Select

Last Updated : Apr 16, 2020 |
Prolog information
Metadata
Keywords:
Avaya Contact Center Select is a feature-rich contact center solution that provides skill-based routing for customer voice and multimedia contacts. Avaya Contact Center Select provides extensive tools for agent management, real-time and historical reporting, and graphical tools to create contact flows and treatment rules. It provides license management, networking, and Open Interfaces Web Services. Customers integrating Avaya Contact Center Select with the IP Office platform gain skill-based routing, call treatments, reporting, unified agent management, and the graphical Orchestration Designer utility.
At deployment time, Avaya Contact Center Select automatically launches a simple configuration wizard to rapidly deploy a functional contact center solution. It is preloaded with sample users, skillsets, and contact center parameters. Use this sample data to rapidly commission the solution and make the first routed customer call and email contact.
Avaya Contact Center Select supports the following routed contact types:
  • Voice
  • Email
  • Outbound
  • Web communications (Web chat)
  • SMS text messages
  • Fax messages
  • Scanned documents
  • Voice mail messages
  • Social Networking
Avaya Contact Center Select also supports peer-to-peer Instant Messaging. To support the email-based contact types, you must add an email server to your solution. To support the Web communications contact type, you must add a Web communications server to your solution.
Avaya Contact Center Select provides a simplified voice prompt management utility. The contact center supervisor can perform prompt management work without requiring administrator access to the Avaya Contact Center Select server. Avaya Contact Center Select provides a number of status monitoring utilities to monitor the integration points with IP Office.
Contact Center Manager Administration is a browser-based configuration and reporting interface for Avaya Contact Center Select. Avaya Contact Center Select supervisors use Contact Center Manager Administration to configure contact center resources, agents, skillsets, contact flows, components, and activities. Contact Center Manager Administration provides historical and real-time reporting about the contact center.

User data synchronization

Avaya Contact Center Select provides unified administration for contact center agents and IP Office users. The users (agents and agent-supervisors) that you configure in Avaya Contact Center Select are automatically mirrored to the connected IP Office.
When you create an agent in Avaya Contact Center Select, a matching user account is created in IP Office. When you modify agent details in Avaya Contact Center Select, the corresponding IP Office user details are automatically updated. However, if you delete an agent in Avaya Contact Center Select, the corresponding IP Office user is not deleted. Synchronization works in one direction — from Avaya Contact Center Select to IP Office. The IP Office administrator can manually force data synchronization from Avaya Contact Center Select.

Topology

In a contact center solution using Avaya Contact Center Select and an IP Office telephone system, the following network and connectivity topology considerations apply:
  • The Avaya Contact Center Select server is supported in a workgroup or in a Windows domain.
  • Each Avaya Contact Center Select connects to a single IP Office Server Edition Primary server. Alternatively, each Avaya Contact Center Select can connect to a single IP Office 500V2 Standard Mode with an Advanced Edition license.
  • A Small Community Network (SCN) is a system of networked IP Office systems that can, among other features, share extension numbers and user names. Each IP Office SCN supports a single connected Avaya Contact Center Select. Avaya Contact Center Select connects to the IP Office Server Edition Primary server of the SCN. To support an IP Office SCN, Avaya Contact Center Select must connect to an IP Office Server Edition Primary server in that SCN network.
  • The Avaya Contact Center Select server and the connected IP Office telephone system must be located in the same campus location.
  • Each supervisor client computer communicates with the Avaya Contact Center Select server. The supervisor uses the Contact Center Manager Administration Web interface to configure agents and run reports. The agent supervisor uses the Avaya Agent Desktop software to handle customer calls, to accept emergency or supervisor calls from agents and to observe calls or Web communication contacts. Each voice-enabled supervisor with Agent Desktop requires an associated IP Office telephone.
  • Each agent client computer communicates with the Avaya Contact Center Select server. The agent uses Agent Desktop to handle customer voice and multimedia contacts. Each voice-enabled agent requires an associated IP Office telephone.
Avaya Contact Center Select supports the following deployment options:
  • Avaya Contact Center Select DVD
  • Avaya Contact Center Select VMware
  • Avaya Contact Center Select hardware appliance
  • Avaya Contact Center Select Business Continuity
For more information about Avaya Contact Center Select deployment options, refer to Avaya Contact Center Select Solution Description.
Related links
Reference Configurations
Avaya Contact Center Select DVDAvaya Contact Center Select and VMwareAvaya Contact Center Select hardware applianceAvaya Contact Center Select Business Continuity