Avaya Callback Assist on IP500 v2 - Implementing Call Que Callbacks and EWT 1

[tommydog]

The IP500 comes with 2ch VM but whats required to give the client - Avaya Callback Assist ?

small system - BRI8 (4ch used) and DS8 with 8x5410's

is this one license ?

does this require other licenses - maybe PC softconsole to fascilitate the callback via CTI ?

is ETW (estimated time to wait) a base function of the built in 2ch VM ?

To provide an improved customer experience
during peak calling times, Avaya Callback
Assist provides a highly effective solution
to provide customers with more options to
reach you and your business. With Callback
Assist, you can offer customers alternatives to
waiting on hold such as receiving a callback
based on their position in queue, or allowing
them to schedule a callback at a date and
time that is convenient for the them.

 

[amriddle01]

That's not an IP Office feature and if it was would be VM Pro not embedded anyway



"No problem monkey socks

 

[tommydog]

Quote "Avaya Callback Assist is a VXML software
application designed to interoperate with the
Avaya Voice Portal platform."

http://www.avaya.com/usa/resource/assets/factsheet/Callback Assist Fact Sheet 201104.pdf

 

[tlpeter]

Tommy,this is not for an IPOffice.
Please stop using google this way as it is annoying

Do not feel offended but i have had this once with a customer and it costs a lot of time and you get frustrated as well.
The embedded voicemail has mailboxes and auto attendants and queue messages (no ETA or positions) and that is about it.

If you want features then you really need to spend some money.


BAZINGA!

I'm not insane, my mother had me tested!

 

[tommydog]

thanks tlpeter..... does spend some money imply that its possible on an IP500 ?

what's your opinion on the best way to capture peek time inbound calls that could potential drop to to queue waits of 5 mins ?

 

[tlpeter]

Customer callback from VMPro is not possible.
But ETA and position in a queue is.


BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

If your question is how to answer calls quicker so they don't reach 5 mins queue time, it's the same answer as call centres get... you need more bums on seats



"No problem monkey socks

 

[tommydog]

amriddle - true but i'm just looking at the 1 hour peaks of calls that cant justify extra peeps....

hey tlpeter, guess what i just googled: one-x !

http://www.avaya.com/uk/resource/assets/factsheet/one-x-portal-fact-sheet-lb3319.pdf

 

[tlpeter]

What don't you understand about this part

Avaya one-X® Portal is a web browser-based client for Avaya telephony, messaging, conferencing, presence, and mobility services provided by Avaya Aura™ Communication Manager, Avaya Modular Messaging and Avaya Meeting Exchange. The solution brings the full power of Unified Communications to the PC in a single, intuitive and powerful tool.

I do NOT see IP Office

Google with IPOffice and One-x Portal

PS you do need a server OS for One-X Portal
Avaya has the Linux apps for this (free of charge)


BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

That's One-X for CM/Aura not IP Office though, you need to polish your Google skills



"No problem monkey socks

 

[tommydog]

so i just google a load of ^&*%* #irony......

this is making me drool ~ Avaya IP500 C110 Unified Communications Module (700501442)

something else i can SSH from my WP8 app

 

[tlpeter]

That C110 is nice but if you have a 1st gen of it then it can die on the fly.
But to be honest i would get a Windows PC or server if you do not know the product.


BAZINGA!

I'm not insane, my mother had me tested!

 

[holdmusic34]

Peter's right.

 

[tommydog]

we have an old P4 with XP pro on the current IP403...
this runs IP Admin and our wallboard Telestat 7 software.

is the idea to ditch windows and load Linux so we get the "Avaya has the Linux apps for this - free of charge