sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems ACD on Avaya?

I'm a Mitel tech, with certifications in NEC also, but I'm being asked about Call Distribution on Avaya. The existing system is apparently either Magix or Definity (I only got a look at the phones, not the system, and then only for a few seconds).

Do either of these, or any Avaya product, support Call Distribution with overflow/interflow and if so, do they support reporting (i.e. agent login/logout, path reports, daily reports, group reports, etc.)?

Right now, if I understand the process correctly, calls unanswered by the Reservations agents are rolling our to an off-property third-party who charges by the minute to answer the calls, and then also charges for conversions (calls to reservations). I'd like to show an ROI by either keeping more calls in-house or redirecting to a better overflow point, but I need reporting in order to give good advice on this.

What should I look for? I understand ACD thoroughly on Mitel and pretty well on NEC, but Avaya is opaque to me.

Before anyone can answer your questions, we must know exactly what Avaya product you are dealing with.

The LEGEND/MAGIX can be identified by going to any DISPLAY phone and pressing INTERCOM, and then DIAL *05, that's STAR ZERO FIVE.

That will give TYPE (Legend or Magix) and VERSION number in the display.

If it's NOT a Legend or Magix, that will give you WAVE OFF TONE.

Then, (If wave off) we would have to know the exact model of the PHONES to make a guess as to what the PBX is.

Legend/Magix have a VERY GOOD (albeit simple) Call Distribution System.

I'll try to get back by that office later on. It's a remote location, and I'm usually in a hurry when I pass through.

The phones look very new, and have a square LCD display and 11 softkeys (3 bottom and four on each side). No model number was obvious (unlike the MLX / MLS which are both easy to recognize anywhere).

Thanks for the answer: I'll update later.

was there a blue button them?

I didn't see one. The woman in charge of the call center just called me back and said that the ACD system says "BCMS Vu-Client" or something like that on her statisics display.

Sounds like some flavor of Definity or Communicaition Manager. Will it do what you asked? It depends on if they have the licenses to do it. Run a 'disp sys cust' and paste every page here. That will tell me what you are licensed for. Also, run a 'disp cap' and paste the last page. That will tell me what software version you are running. Note if this is a pre release 9, then it is out of support and you can no longer purchase licenses of any kind.

Thanks, Will do.