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Overview for Avaya Communication Manager

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Overview for Avaya Communication Manager Overview for Avaya Communication Manager 03-300468 Issue 2 Release 3.1 February 2006 © 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. For full legal page information, please see the complete document, Avaya Legal Page for Software Documentation, Document number 03-600758. To locate this document on the website, simply go to http://www.avaya.com/support and search for the document number in the search box. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: http://www.avaya.com/support Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support Contents About this book . 23 What is the purpose of this book? . 23 Who should read this book? . 23 What is in this book? . 23 Conventions . 24 Admonishments . 25 Systems, circuit packs, and media modules. 26 Trademarks. 26 Security concerns . 26 Related books . 27 Providing feedback . 27 How to get books on the Web. 28 How to order more copies. 28 How to get help . 29 Chapter 1: Overview of Avaya Communication Manager. 31 Optional software . 32 Capacities . 32 Avaya Installation Wizard . 32 Gateway Installation Wizard . 34 Avaya media servers and media gateways . 34 Multi-Tech gateway support . 34 Chapter 2: Application programming interface . 35 Application Enablement Services . 35 Software-only option . 35 Bundled server option . 36 CVLAN . 36 Web services . 36 Telephony Service . 36 System Management Service . 36 User Service . 37 Device and media control API . 37 DEFINITY LAN Gateway . 38 Adjunct switch application interface . 38 JTAPI . 38 TSAPI . 38 Issue 2 February 2006 3 Contents Chapter 3: Attendant features . 41 Accessing the attendant . 41 Dial access to attendant. 41 Individual attendant access . 41 Recall . 41 Attendant backup . 42 Attendant room status. 42 Attendant functions using Distributed Communications System protocol . 42 Control of trunk group access . 42 Direct trunk group selection . 43 Inter-PBX attendant calls . 43 Call handling . 43 Attendant Intrusion . 43 Attendant lockout - privacy . 43 Attendant split swap. 43 Attendant vectoring . 44 Automated attendant . 44 Backup alerting . 44 Call waiting . 44 Calling of inward restricted stations . 44 Conference . 45 Listed directory number. 45 Override of diversion features . 45 Priority queue . 45 Release loop operation . 45 Selective conference mute . 46 Serial calling . 46 Timed reminder and attendant timers . 46 Centralized Attendant Service . 46 Display . 47 Making calls . 47 Auto Start and Do Not Split . 47 Auto Manual Splitting . 47 Monitoring calls . 48 Attendant control of trunk group access . 48 Attendant direct extension selection . 48 Attendant direct trunk group selection. 48 Crisis alerts to an attendant console . 48 Trunk group busy/warning indicators to attendant . 49 4 Overview for Avaya Communication Manager Contents Trunk identification by attendant . 49 Visually Impaired Attendant Service . 49 Chapter 4: Call center . 51 Computer Telephony Integration . 51 Adjunct route support for network call redirection . 51 Co-resident DEFINITY LAN Gateway . 52 Direct Agent Announcement . 52 Flexible billing . 53 Pending work mode change . 53 Trunk group identification . 53 User-to-User Information propagation during manual transfer/conference operations. 53 Block CMS Move Agent events . 54 VDN override for ASAI messages . 54 Automatic Call Distribution . 54 Abandoned Call Search . 56 Adjunct Routing . 56 Auto-Available Split . 56 Automatic Number Identification . 56 Incoming Automatic Number Identification . 56 Outgoing Automatic Number Identification . 57 Local feedback for queued ACD calls . 57 Queue status indicators . 58 Avaya Basic Call Management System . ..
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