Calling an application from Avaya

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Avaya
Call Centers
I'm an "E-learning Specialist" who has recently taken a job at a call center which uses Avaya. The center wants me to set things up so that e-learning is delivered automatically (it "pops up") whenever there's a sufficient drop in call volume. I know that Knowlagent has this functionality, but I'm wondering if there isn't a simpler application that could handle the task, or whether I can code this myself. We're using Avaya (lucent's) Call Management System. The system I'm working with is a black box to me so far. Do you have any insight what I should be looking for or what I could be doing?
ASKED: February 17, 2005  2:16 PM
UPDATED: February 22, 2005  4:35 PM

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Wiserd,

I work on a team at Avaya that supports custom CTI integrations. We use Java, C++ and VB to customize Avaya’s CTI product suite for clients like yourselves.

The “simpler” you want the E-Learning popup to respond for you, the more complex will be the application that drives it. Simpler apps may not necessarily be the cheapest for you. Fortunately the Avaya Call Management System is a mature product with internals that are well known and bullet-proof.

Start with the call history database (are you using Informix?) supporting the CMS, and look at how you want to write an app that will respond to your own metrics of the call record aggregations and reports the CMS already generates.

I don’t know what E-Learning app you are employing, but if it is browser-based, perhaps a Java applet would work well for you to generate a screenpop on the agent desktops, especially in a heterogeneous contact center platform. If you don’t want to deal with any of your own customizations, call your Avaya account reps and see what Avaya package they may be able to suggest to you that could be as simple, inexpensive and effortless as you may want. That will serve as a good basis to begin shopping, even if you select another developer.

Be careful, though, because you don’t want to add anything to your infrastructure that could invalidate your maintenance and support agreement with Avaya. Hope this helps get you started.

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