telecommunication communication servers and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the communication server. The CMS server collects call-traffic data, formats management reports, and provides an administrative interface to the...
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Calls can be routed to an attendant or attendant queue, a local extension, a remote extension (Uniform Dialing Plan (UDP)), an external number, or a VDN. M Look-Ahead Interflow (LAI) can be implemented for contact centers with multiple ACD locations that are connected by way of ISDN PRI...
• Incoming Calls – Verify that calls placed from a PSTN telephone to the DID number assigned are properly routed via the SIP trunk group(s) to the expected telephone, hunt group, ACD split, etc. Verify the talk-path exists in both directions, that calls remain stable for several ...
The Avaya Call Management System (CMS) is a software product used by customers who use an Avaya communication server and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the communication server. The CMS server collects call-...
FIG. 10depicts a definition of several ACD groups based on resources; FIG. 11depicts a graphical user interface according to an embodiment of the invention; and FIG. 12depicts a graphical user interface according to an embodiment of the invention. ...
Skype Journal, High Definition Voice: Bringing Skype's high Bandwidth Audio to Conference Calls, Oct. 23, 2007, pp. 1-5, http://skypejournal.com/blog/2007/10/high—definition—voice—bringing.html. Squelch from Wikipedia; printed from Internet at: http://en.wikipedia.org/w/index.php?title...
Pat. Nos. 6,192,122; 6,173,053; 6,163,607; 5,982,873; 5,905,793; 5,828,747; and 5,206,903, all of which are incorporated herein by this reference, or Avaya Inc.'s DEFINITY™ private-branch exchange (PBX)-based ACD system. One of the duplex control processors 102 executes ...
which the license is granted), an expiration field240(expiration date of the license), and a feature mask244(providing information relating to the features to be enabled). In some applications, the duplication flag field214is contained in each application definition224and not in the file header...
The term “switch” or “.server” as used herein should be understood to include a PBX, an ACD, an enterprise switch, or other type of telecommunications system switch or server, as well as other types of processor-based communication control devices such as media servers, computers, adjuncts...