The Avaya platform offers call center functionality to help support campus customer service operations. Call center agents can use this service with a traditional handset or remotely through the Avaya one-X Communicator softphone client.
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Table of Contents
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VDN (Vector Directory Number)
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Avaya Call Management System (CMS) is an integrated analysis and reporting solution that keeps you in touch with virtually everything that's going on in your call center, from evaluating the performance of a single agent or group of agents to real time monitoring of call distribution
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To request a new call center, contact help-tdc@pdx.edu to receive more information and start the process.
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Announcements
Announcements are used in many stages of the call handling process, offering customized information for scenarios such as:
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To request changes to your call center’s announcements through a professional service, contact contact help-tdc@pdx.edu.
Service Hours and Holiday Scheduling
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To request a change to a call center’s service hours or to schedule a holiday closure, contact contact help-tdc@pdx.edu.
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Here are some of the options available for configuring your call center. To make changes, contact contact help-tdc@pdx.edu.
Agent IDs
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Overview: pages 28-31
Real-time reports: pages. 95-237
Historical report: pages 239-384 384
Users without CMS Supervisor Access
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