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Southern Communications > Business Telephone Systems > Avaya Phone Systems > Avaya IP500 Call Centre

Avaya IP500 Call Centre

Available with IP Office Advanced Edition, Customer Service for Agents and Supervisors provides a wealth of information through intuitive, easy-to-use interfaces and tools.

Live Call Information

  • Agent StatusAvaya Call Center
  • Agents Available
  • Agents Logged On
  • Number of Caller Ringing
  • Answered Calls (queue and non-queue)
  • Average Answering Times
  • Call Waiting Statistics & Waiting Time Information
  • Grade of Service
  • Lost & Abandoned Calls
  • Outbound Calls
  • Calls Overflowed Detail
  • Supervisor Alarms and Notifications by agent and group
  • Multi- color tiles indicate status of Alarms and queues

Supervisors can click, drag and drop for real-time information on agent and group activity, set alarm notifications and produce custom historical reports.

Custom-prepared views allow agents to see live information and assit them with current and anticipated call workload.

Contact Centre Traffic Reporting

Customize over 100 reports using common fields or using common report templates, which can be saved in various formats and emailed to managers and senior executives.

  • Agent Summary Report
  • Call Details Report
  • Call Summary Report
  • Trace Reports
  • Alarm Reports
  • Voicemail Reports
  • Common formats (Adobe, Word, Excel, Rich Text, or Crystal)

Detailed, actionable data helps Supervisors schedule agent availability to cater fo peak times, provide relevant agent training (including recording and archiving of calls for later review) and to improve overall business performance.

Take your business communications to the next level with the UK’s most popular Converged VoIP telephone system.

Southern Communications are fully accredited suppliers and installers of Avaya IP500 and Avaya IP Office business phone systems, providing remote diagnostics and field-based phone system support services.

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