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Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

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Global IP Office Technical Tip
169: Call Center View Agent Appearances w/ Multiple Groups
*Release Date: April 10, 2007

When Call Center Agents belong to multiple Hunt Groups the IP Office will allow agents to log in and out of ALL hunt groups or by individual hunt groups, either via the phone set or the Phone Manager Pro application.

The result of these actions is explained in the following examples:

On Compact Contact Center, if Agent 1 is logged into three groups (A, B, and C) simultaneously, their real-time status is displayed correctly as the agent works through the various states (ready, incoming, outgoing, Busy Not Available, Busy Wrap Up)
(See Figures 1&2).

When an agent logs out of an individual group (Group A), and is still logged into the other groups within Compact Contact Center, their status is reflected properly in the two groups they are still a member of, but their status is removed from the group they have logged out of (See Figure 3).

This change does not affect the collection of statistics for the agent.


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