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| HangOn Server | |
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TeamView® HangOn Server - an application dedicated to Avaya Communication Manager
The popularity of Avaya Communication Manager is due, among other things, to it having
been designed in principle to support the entire organisation as one large modern call
centre, where all employees – viewed in relation to customers and partners – are divided
up into groups with special competencies.
This facility takes its point of departure in the requirement that all customers be offered
immediate and qualified personal interfacing, which statistically is best achieved when
employees work in groups. Groups are called via a direct number or receive calls from
reception/switchboard. If there are no available employees in a group, the call is set to
wait until there is through queue management support.
The design means that Avaya Communication Manager does not allow
reception/switchboard the possibility to place calls in a queue for individuals whose
numbers are engaged. However, some organisations have requested this possibility.
TeamView® HangOn Server, which is an add-on application, enables
reception/switchboard to place calls on hold for individuals – monitored. | | | | |
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