IP-Office-Support.com

AVAYA IP Office Compact Center and Avaya IP Office Compact Center Select

Avaya IP Office Technical Support

847.781.9475

EMAIL: support@bishopcomputer.com

 

 

IP Office Contact Center - Critical Patches
IP Office 9.1 Service Pack 5 and Avaya Contact Center Select. This Technical Tip is to advise customers of a mandatory Critical Patch (CP) for IP Office 9.1 Service Pack 5 systems supporting Avaya Contact Center Select (ACCS). Customers using ACCS with IP Office 9.1 Service Pack 5 must apply the CP (9.1.5.10.1), to the IP Office system connected to the ACCS. The CP prevents the IP Office from restarting if a duplicate user is created in the ACCS CCM (Contact Center Management). The CP consists of an IP500 V2 binary and Server Edition RPM file and is available using the following link to the Avaya Support web site: https://support.avaya.com

 

For more documentation visit support.avaya.com

IPOCC

IP Office Contact Center – Maintenance Task Based Guide
IP Office Contact Center Configuration Maps
IP Office Contact Center – Contact Recorder Configuration Task Based Guide
IP Office Contact Center – Dialer Task Based Guide
IP Office Contact Center Installation Task Based Guide
IP Office Contact Center – Email & Chat Services Task Based Guide
IP Office Contact Center Task Flow Editor – Telephony Task Based Guide
IP Office Contact Center – Reporting Task Based Guide
IP Office Contact Center – Telephony User Interface Configuration Task Based Guide
IP Office Contact Center – IVR Editor Scenarios Task Based Guide
Deploying Avaya IP Office Contact Center Quick Start
Deploying Avaya IP Office Contact Center
Using IP Office Contact Center Configuration Tool
Using IP Office Contact Center User Interface
IP Office Contact Center – Contact Recorder Configuration Task Based Guide


ACCS

Avaya Contact Center Select Release 6.4 – Release Notes
Deploying Avaya Contact Center Select Software Appliance
Deploying Avaya Contact Center Select Hardware Appliance
Deploying Avaya Contact Center Select DVD
Administering Avaya Contact Center Select
Avaya Contact Center Select Advanced Administration
Avaya Contact Center Select Solution Description

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

APSS SME and IP Office Contact Center
APDS Contact Center Select
ACSS SME
IP Office
SSCA  
MCSE  

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See what more we offer at:
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Avaya IP Office Contact Center - IPOCC
Brochure

Avaya IP Office Contact Center Select - ACCS
Brochure

Avaya IP Office Contact Center, a more robust, enterprise class contact center solution than the CCR solution (IP Office Advanced Edition) that is currently available. CCR uses historical data, which is a fantastic tool for a lower cost contact center solution. But for those companies that need a more robust, skills based routing solution, Avaya has introduced the Avaya IP Office Contact Center, perfect for small to medium companies who need that higher level of reporting than CCR.

Complete End-To-End Customer Service Strategies

  • With Avaya IP Office Contact Center, you can implement a complete end-to-end customer service strategy to make your business a customer’s first choice. This fully integrated suite can deliver a variety of values and benefits to the customer, such as:
  • Maximizing the value of every interaction by delivering consistent, personalized service and identifying cross selling and up-selling opportunities
  • Stronger customer relationships by enabling every employee to be a customer advocate, providing exceptional customer service across the business
  • Delivering the right service at the right level, anytime, anywhere through skills-based routing and multichannel capabilities
  • Increasing first contact resolution (i.e. “I’m calling you today about the e-mail I sent yesterday”)
  • Enabling your employees to be more productive by giving them the tools they need to proactively reach out to customers with new opportunities or to resolve issues

Highlights at a Glance

  • Flexible media distribution
  • Integrated multi-channel customer contact solution for voice, e-mail, and web cha
  • Customer prioritization
  • Skills-based routing
  • Voice and self-service solutions
  • Enhanced outbound campaigns
  • Telemarketing
  • Online monitoring
  • Historical reports
  • Interactive Voice Response (IVR)
  • Call Recording
  • Remote workers

Capacities

Preferred Edition
Server Edition

IP Office Hardware

 

  • IP 500 V2
  • Dell R210/220
  • HP DL 360
  • Virtualized
Server Virtualization
Yes
Yes
Multi-site
No
Yes
Max. Number of Seats
30
100
Max. Active Voice Agents
30
100
Max. Configured Voice Agents
150
500
Multimedia-Enabled Agents
Yes
Yes
Max. Supervisors
30
100
Max. Simultaneous Agent Recordings
30
100

Compare CCR, IPOCC and ACCS

Supported Features
IPOCC
ACCS
CCR
Voice Channel
yes
yes
yes
Multichannel (Email, Chat, Fax, SMS)
Email and chat now
Fax & SMS Future
yes
Preview/Progressive Outbound
yes
yes
Custom Reporting
yes
yes
yes
Simplified Deployment and Configuration
yes
yes
yes
Remote or Local Network Agents
yes
yes
Global Language Support (G14 Languages, including double-byte)
English only
yes
  • Customer Call Reporter (CCR) – included in Advanced Edition, shares Voicemail Pro channels/ports, 150 active voice only agents max, 30 voice only supervisors max, historical & real-time reporting for single site only, requires Windows server, can be virtualized
  • IP Office Contact Center (IPOCC) – purchased separately, requires Preferred Edition, shares Voicemail Pro channels/ports, 30 active agents + supervisors max on 500v2, 100 active agents + supervisors max on Server Edition, voice & multimedia agent designation, historical & real-time reporting for a single site only on 500v2, historical & real-time reporting for a single Server Edition network from primary server (agents can be dispersed across the network), requires IP Office 9.0.2, requires Windows server, can be virtualized
  • Avaya Contact Center Select (ACCS) – purchased separately, requires Preferred Edition, shares Voicemail Pro channels/ports, 30 active agents + supervisors max on 500v2, 250 active agents + supervisors max on Server Edition, voice & multimedia agent designation, supports fax & SMS, historical & real-time reporting for a single site only on 500v2, historical & real-time reporting for a single Server Edition network from primary server (agents can be dispersed across the network), requires IP Office 9.0.3, requires Windows server, can be virtualized

IPOCC and ACCS

Feature
IPOCC
ACCS
Active Voice Agents - IP500v2
Active Voice Agents - Server Edition
30
100
30
250
Active Multichannel Agents - IP500v2
Active Multichannel Agents - Server Edition
30
100
30
250
Configured Agents - IP500v2
Configured Agents - Server Edition
150
500
250
1000
Supervisors - IP500v2
Supervisors - Server Edition
30
100
30
50
Reports
40
40
Real-time monitoring
yes
yes
Recording and store
yes
yes
Inbound and Outbound
yes
yes
IP Office release supported
9.0.2
9.0.3

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