Contact Centers

Contact Center Control Manager

Avaya Contact Center Control Manager provides centralized operational administration exclusively for Avaya Contact Center Applications. This product allows one-time definition and on-going management of the following entities and data relevant to...

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  • #215253
Tags: Contact Center Control Manager
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»Overview

Avaya Contact Center Control Manager provides centralized operational administration exclusively for Avaya Contact Center Applications. This product allows one-time definition and on-going management of the following entities and data relevant to contact center systems: Agents, Skills, VDN’s, extensions, call flows, IVR working hours, dynamic prompts and menu content.

»Feature

 Centralized Operational Administration
This simplifies administration and reduces labor intensive administrative tasks. It also allows the delegation of administration tasks to “non-technical” users.

Tenant Partitioning and Role Based Access Controls
Service providers and outsourcers can provide their customers the ability to administer their own contact centers; which are part of a large Avaya deployment - while maintaining system transparency, customer privacy and security. It can also support an unlimited number of tenants as part of the virtualized application layer.

Mixed Environments of Avaya Aura Contact Center and Contact Center Elite
Customers can manage both Avaya Aura Contact Center and Elite from a single interface, facilitating the transition to the SIP environment.

Active Directory Integration with Single Sign-On Functionality
This saves time and money through quick and efficient set-up and maintenance of agent data across all Avaya Contact Center products.

Components

Access Control
Roles based access control offers an advanced security engine that includes role based permissions that is integrated to Active directory. 

Graphical Call Flow Design Tool
This allows administrators to drag and drop icons to create vectors with export capability to Visio. 

Multi Tenancy
The customer central web portal allows service providers and outsourcers to provide end customers access to the Avaya environment with full partitioning.

IVR
This enables the design and management of voice applications from the web interface and enables control of the entire IVR. 


 

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