Avaya Aura Call Center

The Avaya Aura ™ Call Center provides a fully integrated telecommunications platform that supports a powerful assortment of features, capabilities, and applications designed to meet all of your customers' call center needs.

Automatic Call Distribution (ACD) is a communication server software feature that processes high-volume incoming, outgoing, and internal calls and distributes them to groups of extensions called hunt groups or splits. The communication server also sends information about the operation of the ACD to Avaya CMS (Call Management System) and/or Avaya IQ, which store and format the data and produces real-time and historical reports on ACD activity.

ACD is used by a call center to route incoming calls to specifically assigned splits/skills and agents. ACD allows a system administrator to create an efficient call management environment. This administrator can add or remove splits/skills from the system, add or remove announcements, add or remove agents, add trunk groups and route calls to the appropriate splits/skills. The administrator can also specify ACD measurement criteria and use an optional CMS and/or Avaya IQ reporting solutions to provide reports on ACD efficiency.

Call center applications such as Avaya CMS and Avaya IQ for real-time reporting and performance statistics, and Avaya Business Advocate for expert predictive routing based on incoming calls rather than historical data, are easily integrated.