As the name suggests, Avaya's (Basking Ridge, NJ) MultiVantage communications server software boasts several benefits. Among them: the ability to transmit regular phone and voice-over-IP calls.
Evolved from Avaya's Definity G3r phone switch, the software includes all of Definity's automatic call distributor (ACD) features. Marissa Russotto, director of product management at Avaya, says customer demand for features of the Definity switch and a choice of operating systems (including Unix and Windows) underpinned the software's development.
"We saw the ability to ride on computing platforms and decided we wanted to give customers the flexibility to grow with the technology," says Russotto.
You install MultiVantage on one of three Avaya servers. The Avaya S8700 Media Server; the S8300 and S8100 Media Servers run Windows 2000 and a proprietary version of Unix, respectively. Avaya customers currently using Definity can upgrade their switches to run MultiVantage.
The Avaya S8700 server scales up to 8,000 trunk ports, or 36,000 users; the Definity G3r switch handles 4,000 trunk ports or 25,000 users. Of the maximum 36,000 users, 12,000 can work with a voice-over-IP connection.
Agents can receive voice-over-IP calls from any location by dialing a number and a numerical code for identification. To ensure privacy, the software encrypts voice and data transmissions. After agents log in, you can route calls to them based on criteria that you set. Agents can view screen pops with each call containing customer information or call center statistics.
Security options for Avaya MultiVantage include the Malicious Call Trace and E911 features. Malicious Call Trace identifies callers who left inappropriate messages by capturing their names and phone numbers, the time they called and the extension. If the call lasts for fewer than ten seconds, you can determine the ID number of the trunk that received the call and contact your telco to find caller ID leads.
If anyone in your organization phones 911, E911 alerts selected employees using an audible and visual alarm on Avaya digital, IP and soft phones. Typically, alerts go to receptionists and to security personnel so they can initiate emergency procedures.
Remote agents can re-route calls to standard home phones or cell phones if the quality of the IP connection isn't acceptable. If agents don't answer, the software automatically routes the calls to your call center.
You can set rules for routing calls to agents based on when calls arrive, agents' availabilities and their skills. Agents can accommodate up to six parties on one conference call.
The Avaya MultiVantage Basic Software package lists for $2,690. Pricing for the Advanced Software package begins at $4,500. The package includes the software installed on an Avaya server and the call conferencing feature. Both versions come bundled with the Avaya VisAbility Management Suite. The software provides a graphical environment for routing analog and IP calls across multiple call centers. The app also checks the quality of your voice-over-IP connection. 866-GO-AVAYA/908-953-6000, www.avaya.com
Enter #152 at www.callcentermagazine.com/productinfo
