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New Member

Dialer blending

Hi,

Can anyone tell me whether Avaya PDS outbound dialer blending operations is possible with ICM ACD or not?

You can also provide me with the links supporting the document.

Rgds

2 REPLIES
New Member

Re: Dialer blending

Yes, it is possible--but not in the traditional way you'd think.

Using Avaya PDS's CTI blending option in conjunction with the Avaya Definity or MultiVantage ACD, and having the ACD connected to the ICM via a PG, the ICM can then receive information/events about the blending that the PDS is coordinating. The ICM doesn't control how the blending occurs, but is aware of the blending that is taking place. An added bonus: the outbound calls also show up as inbound calls to a different skill group for the outbound agent, and you can monitor that skill group from the ICM.

This is covered in a couple of Avaya white papers about CTI blending--"bringing the call to the agent"--in some detail. Avaya claims that there are several production customers using a PDS with an ICM. Your account rep should be able to obtain these white papers for you.

Regards,

Platkeet

New Member

Re: Dialer blending

Hi,

Thanks for the insight.Can we have any doc relating to this integration.

Rgds

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