Call Routing with Core Avaya solution

[Misadventure]

Hi All,

Do Avaya have a ICM-similar product that will allow the management, routing and skill-based delivery of calls centrally to remote call centres.

From memory I believe that this is a normal internal function, but I may be wrong and an additional overlay of Cisco's ICM may be required.

Any advise greatly received!

 

[europe]

it is internal and is called Best Service Routing, you can do this with tie trunks (IP based or TDM)

If you do not use tie lines and have trunks that support it you could use Network Call Deflect

BSR will work over PSTN ISDN trunks as well but you ISP has to deliver FULLY transparent D -channels

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe