Transcription

Avaya Predictive Dialing Systemand Avaya PG230 ProactiveContact GatewayRelease 12.0Planning for InstallationDocument ID: 90483-03Issue 3.0May 2005

2005 Avaya Inc.All Rights Reserved.NoticeWhile reasonable efforts were made to ensure that the information in thisdocument was complete and accurate at the time of printing, Avaya Inc. canassume no liability for any errors. Changes and corrections to the informationin this document may be incorporated in future releases.Documentation disclaimerAvaya Inc. is not responsible for any modifications, additions, or deletions tothe original published version of this documentation unless such modifications,additions, or deletions were performed by Avaya. Customer and/or End Useragree to indemnify and hold harmless Avaya, Avaya's agents, servants andemployees against all claims, lawsuits, demands and judgments arising out of,or in connection with, subsequent modifications, additions or deletions to thisdocumentation to the extent made by the Customer or End User.Link disclaimerAvaya Inc. is not responsible for the contents or reliability of any linked Websites and does not necessarily endorse the products, services, or informationdescribed or offered within them. We cannot guarantee that these links willwork all of the time and we have no control over the availability of the linkedpages.WarrantyAvaya Inc. provides a limited warranty on this product. Refer to your salesagreement to establish the terms of the limited warranty. In addition, Avaya’sstandard warranty language, as well as information regarding support for thisproduct, while under warranty, is available through the following Web site:http://www.avaya.com/supportPreventing toll fraud"Toll fraud" is the unauthorized use of your telecommunications system by anunauthorized party (for example, anyone who is not a corporate employee,agent, subcontractor, or person working on your company's behalf). Be awarethat there may be a risk of toll fraud associated with your system and that, if tollfraud occurs, it can result in substantial additional charges for yourtelecommunications services.Avaya fraud interventionIf you suspect that you are being victimized by toll fraud and you need technicalassistance or support, call Technical Service Center Toll Fraud InterventionHotline at 1-800-643-2353 for the United States and Canada. For additionalsupport telephone numbers, see the Avaya Web site:http://www.avaya.com/supportProviding telecommunications securityTelecommunications security (of voice, data, and video communications) is theprevention of any type of intrusion to (that is, either unauthorized or maliciousaccess to or use of) your company's telecommunications equipment by someparty.Your company's "telecommunications equipment" includes both this Avayaproduct and any other voice/data/video equipment that could be accessed viathis Avaya product (that is, "networked equipment").An "outside party" is anyone who is not a corporate employee, agent,subcontractor, or person working on your company's behalf. Whereas, a"malicious party" is anyone (including someone who may be otherwiseauthorized) who accesses your telecommunications equipment with eithermalicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexed and/orcircuit-based) or asynchronous (character-, message-, or packet-based)equipment or interfaces for reasons of: Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, ortoll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration,regardless of motive or intent)Be aware that there may be a risk of unauthorized intrusions associated withyour system and/or its networked equipment. Also realize that, if such anintrusion should occur, it could result in a variety of losses to your company(including, but not limited to, human and data privacy, intellectual property,material assets, financial resources, labor costs, and legal costs).Your responsibility for your company's telecommunications securityThe final responsibility for securing both this system and its networkedequipment rests with you, an Avaya customer's system administrator, yourtelecommunications peers, and your managers. Base the fulfillment of yourresponsibility on acquired knowledge and resources from a variety of sources,including, but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security expertsTo prevent intrusions to your telecommunications equipment, you and yourpeers should carefully program and configure: Your Avaya-provided telecommunications systems and theirinterfaces Your Avaya-provided software applications, as well as theirunderlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products.TrademarksAll trademarks identified by the or TM are registered trademarks ortrademarks, respectively, of Avaya Inc. All other trademarks are the property oftheir respective owners.Avaya supportAvaya provides a telephone number for you to use to report problems or to askquestions about your contact center. The support telephone numberis 1-888-782-3343 in the United States. For additional support telephonenumbers, see the Avaya web site:http://www.avaya.com/support

ContentsPreface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10Chapter 1: Avaya Predictive Dialing System overview . . . . . . . . . . . . . . . . .11PDS cabinet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12Digital switch. . . . . . . . . . .Digital switch subrack . . . .Digital switch buses . . . . .ENBC I/O Transition ModulePDS CPU . . . . . . . . . . .1414161617Maintenance modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18Administrator console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19Personal computers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Supervisor workstation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Agent workstation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .202020Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21Chapter 2: Avaya PG230 Proactive Contact Gateway overview . . . . . . . . . . . .23PG230 workstation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24Remote access hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25System console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26Ethernet hub . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27Token Ring network interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . .28Ethernet and serial connections . . . . . . . . . . . . . . . . . . . . . . . . . . .Serial cable length restrictions . . . . . . . . . . . . . . . . . . . . . . . .Ethernet cable length restrictions . . . . . . . . . . . . . . . . . . . . . .293031Agent workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .PC hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . .PC software requirements. . . . . . . . . . . . . . . . . . . . . . . . . . .323232Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33Optional equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Uninterruptible power supply . . . . . . . . . . . . . . . . . . . . . . . . . . .Disk mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .343434Chapter 3: Environmental and hardware specifications . . . . . . . . . . . . . . . .35PDS environmental and hardware specifications . . . . . . . . . . . . . . . . . .36.Issue 3.0 May 20053

ContentsPDS environmental specifications . . .Electrical . . . . . . . . . . . . . . .Air conditioning . . . . . . . . . . .Other environmental factors . . . .Grounding and power requirementsPDS system cabinet specifications. . .Dimensions. . . . . . . . . . . . . .Placement . . . . . . . . . . . . . .Clearance . . . . . . . . . . . . . . .IP address requirements . . . . . .Electrical connections . . . . . . . .Power consumption . . . . . . . . .Grounding . . . . . . . . . . . . . .Uninterruptible Power Supply (UPS)Floor mounting. . . . . . . . . . . .Telephony . . . . . . . . . . . . . .Heat output . . . . . . . . . . . . . .Security . . . . . . . . . . . . . . . .363636373737373838383839393939394040PG230 environmental and hardware specifications.PG230 environmental specifications . . . . . . .Electrical . . . . . . . . . . . . . . . . . . . .Air conditioning . . . . . . . . . . . . . . . .Other environmental factors . . . . . . . . .Grounding and power requirements . . . . .PG230 system cabinet specifications . . . . . .Dimensions. . . . . . . . . . . . . . . . . . .Placement . . . . . . . . . . . . . . . . . . .Clearance . . . . . . . . . . . . . . . . . . . .IP address requirements . . . . . . . . . . .Electrical connections . . . . . . . . . . . . .Power consumption . . . . . . . . . . . . . .Grounding . . . . . . . . . . . . . . . . . . .Heat output . . . . . . . . . . . . . . . . . . .Security . . . . . . . . . . . . . . . . . . . . .Enclosure requirements. . . . . . . . . . . . . .4141414142424242434343434444444445Administrator console specificationsDimensions. . . . . . . . . . . . .Placement . . . . . . . . . . . . .Table placement . . . . . . . . . .Electrical . . . . . . . . . . . . . .4646464647.4 Avaya PDS and PG230 Planning for Installation.

ContentsData connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4747Chapter 4: PDS and PG230 telephony . . . . . . . . . . . . . . . . . . . . . . . . . .49Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50General information . . . . . . . .Telephone circuits . . . . . . .Distribution panel . . . . . . .Agent voice circuits . . . . . .Direct connect agents . . .Dialback or dial-in agents .Transfer trunks. . . . . . . . .Hunt group . . . . . . . . . . .ANI and DNIS. . . . . . . . . .515151515152525253T1 circuits . . . . . . . . . . . .Telephone circuits . . . . . .Channel Service Units (CSU)ISDN PRI for T1 circuits . . .54545555T1 connection specifications .Cable requirements . . . .Connectors . . . . . . . . .Network equipment . . . .Central Service Unit (CSU)Cable identification . . . .Labeling example . . .57575858585959E1 circuits . . . . . . . . . . .Telephone circuits . . . . .ISDN-NET . . . . . . . .E1 circuit usage . . . . . .Network Termination PointISDN PRI for E1 circuits . .616162636364E1 connection specifications . . . . . . . .75 ohm interface cable requirements .75 ohm interface connectors . . . . . .120 ohm interface cable requirements .120 ohm interface connectors . . . . .Network equipment . . . . . . . . . . .Cable identification . . . . . . . . . . .Labeling examples . . . . . . . . . .6565666666676767Supported telephone circuits and connector pinouts. . . . . . . . . . . . . . . .69Issue 3.0 May 20055

ContentsAnalog circuits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Analog circuit usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Analog connection specifications . . . . . . . . . .Cable requirements . . . . . . . . . . . . . . . .Distribution panel . . . . . . . . . . . . . . .Cable identification . . . . . . . . . . . . . . . .2-wire connections for amphenol connector.7070717171Analog direct-connect headset connection specifications . . . . . .Cable requirements . . . . . . . . . . . . . . . . . . . . . . . . .Distribution panel . . . . . . . . . . . . . . . . . . . . . . . .RJ-11 pinouts at headset . . . . . . . . . . . . . . . . . . . .Cable identification . . . . . . . . . . . . . . . . . . . . . . . . .Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50-pin amphenol pinouts for dedicated headset connections.75757676767677Chapter 5: PDS and PG230 network communications . . . . . . . . . . . . . . . . .79Prepare your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Network isolation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Multi-dialer network isolation . . . . . . . . . . . . . . . . . . . . . . . . . . .808080IP address requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .IP address requirements for PDS components . . . . . . . . . . . . . . . . .Network domain name service requirements . . . . . . . . . . . . . . . . . .818181Ethernet II network connection specificationsNetwork requirements . . . . . . . . . . . .Supervisor workstation . . . . . . . . . . .Agent workstations . . . . . . . . . . . . .Cable identification . . . . . . . . . . . . .8282838383IBM Token Ring network connection specificationsNetwork requirements . . . . . . . . . . . . . . .Supervisor workstations . . . . . . . . . . . . .Agent workstations . . . . . . . . . . . . . . . .Cable identification . . . . . . . . . . . . . . . .8484858585Serial-attached agent workstation specificationsAgent workstations . . . . . . . . . . . . . .Terminal servers . . . . . . . . . . . . . . . .Data LAN connection . . . . . . . . . . . . .Cable identification . . . . . . . . . . . . . .8686878787Chapter 6: Blending and ACD configurations . . . . . . . . . . . . . . . . . . . . . .89Intelligent Call Blending overview . . . . . . . . . . . . . . . . . . . . . . . . . .906 Avaya PDS and PG230 Planning for Installation.6969.

ContentsInbound Calling and Intelligent Call Blending . . . . . . . . . . . . . . . . . .Agent Blending overview . . . . . . . . .Predictive Agent Blending . . . . . .Average Speed to Answer (ASA) .Service Level (SL) . . . . . . . . .Proactive Agent Blending . . . . . . .Outbound Agent Blending . . . . . .Inbound Calling and Agent Blending .Domains . . . . . . . . . . . . . . . .Configuring domains . . . . . . .Domain groups. . . . . . . . . . .Agent logons . . . . . . . . . . . . . .9191919294949494959798PDS setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99ACD setup . . . . . . . . . . . . . . . . . . . . . .DEFINITY G3 . . . . . . . . . . . . . . . . . .DEFINITY G3 terminology . . . . . . . . . .Agent Blending configuration. . . . . . . .DEFINITY G3 configuration . . . . . . . . .Agents, calls, and logons . . . . . . . . . .Configuring CTI software for DEFINITY G3Aspect CallCenter . . . . . . . . . . . . . . . .Aspect CallCenter terminology . . . . . . .Agent Blending configuration. . . . . . . .Configuring domains on the PDS. . . . . .Aspect CallCenter configuration . . . . . .Aspect CallCenter configuration examplesAgents, calls, events, and logons . . . . .Meridian 1 . . . . . . . . . . . . . . . . . . . .Meridian 1 terminology . . . . . . . . . . .Agent Blend configuration . . . . . . . . .Meridian 1 configuration . . . . . . . . . .Agents, calls, and logons . . . . . . . . . .Supervisor accounts on Meridian Max . . .PINNACLE 5ESS . . . . . . . . . . . . . . . . .PINNACLE 5ESS terminology . . . . . . . .Agent Blending configuration. . . . . . . .PINNACLE 5ESS configuration . . . . . . .Agents, calls, and logons . . . . . . . . . .ROLM 9751 CBX (ROLM 9005) . . . . . . . . .ROLM 9005 terminology . . . . . . . . . . 12113115117118123123124125126127127Issue 3.0 May 20057

ContentsAgent Blending configuration. . . . . . . .ROLM 9005 configuration . . . . . . . . . .Agents, calls and logons . . . . . . . . . .CallPath documentation . . . . . . . . . . .Spectrum . . . . . . . . . . . . . . . . . . . . .Spectrum terminology . . . . . . . . . . . .Agent Blending configuration. . . . . . . .Spectrum configuration . . . . . . . . . . .Create an application telescript using ICS .Outbound Agent Blending . . . . . . . . .Agents, Calls, and logons . . . . . . . . . .Index.127129132133133133135135138141142. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1458 Avaya PDS and PG230 Planning for Installation.

PurposePrefaceThis section contains the following topics: Purpose on page 9 Audience on page 9 Related documents on page 9 Availability on page 10PurposeThis guide provides detailed information for planning for the installation of the Avaya Predictive Dialing System (PDS) and the Avaya PG230 Proactive Contact Gateway.AudienceThis guide is intended primarily for users, system integrators, and information technologypersonnel who are responsible for planning for, installing, and configuring the Avaya PredictiveDialing System and Avaya Predictive Dialing System and Avaya PG230 Proactive ContactGateway.Related documentsThe following Avaya PDS documents may also be helpful: Avaya Predictive Dialing System User’s Guide Volume 1 Avaya Predictive Dialing System User’s Guide Volume 2 Avaya Predictive Dialing System Safety and Regulatory Information Avaya PG230 Proactive Contact Gateway Safety and Regulatory InformationIssue 3.0 May 20059

PrefaceAvailabilityCopies of this document are available from one or both of the following sources:Note:Although there is no charge to download documents through the Avaya Web site,documents ordered from the Avaya Publications Center must be purchased.Note: The Avaya online support Web site, http://support.avaya.com The Avaya Publications Center, which you can contact by:Voice: 1-207-866-6701 1-800-457-1764 (Toll-free, U.S. and Canada only)Fax: 1-207-626-7269 1-800-457-1764 (Toll-free, U.S. and Canada only)Mail:GlobalWare Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account ManagerE-mail:[email protected] Avaya PDS and PG230 Planning for Installation

Chapter 1: Avaya Predictive Dialing SystemoverviewThe Avaya Predictive Dialing System (PDS) is designed to increase productivity in bothcentralized and distributed call centers. The PDS works with your call center’s equipment andoperations to perform call center tasks. The following list describes the main functions of thePDS: Receives customer records from the call center’s host computer Selects and sorts customer records based on your call center’s business goals Allows agents to update customer information on an agent screen or on the host,depending on your configuration Passes only specific call types to agents Adjusts the calling pace to meet your call center’s productivity and quality requirements Monitors ACD inbound traffic and predicts when to acquire and release ACD agents foroutbound calling (PDS with Agent Blending) Supports outbound, inbound, and blend jobs Generates a variety of reports, including job, agent, system, and administrative Uploads updated record information to the host (optional)This section contains the following topics: PDS cabinet on page 12 Digital switch on page 14 Maintenance modem on page 18 Administrator console on page 19 Personal computers on page 20 Printers on page 21Issue 3.0 May 200511

Avaya Predictive Dialing System overviewPDS cabinetThe PDS cabinet contains the PDS software and hardware that enables the system to connectagents to customers. The system cabinet components also store system, job, and agentstatistics.Components inside the system cabinet include: PDS CPU to run the system software DDS drive for backing up and restoring the database and files Modem and access server for remote technical support of the systemNote:Systems installed in the United States and Canada include a maintenancemodem and modem cable. Installations outside the United States and Canadainclude only a modem cable.Note: Uninterruptible Power Supply (UPS) to control power to the cabinet componentsComponents that connect to the system cabinet include: Administrator console for access to the PDS CPU Public Switched Telephone Network (PSTN) for placing and receiving calls Local Area Network (LAN) for connecting to agent and supervisor workstations Agent and supervisor headsets or telephones12 Avaya PDS and PG230 Planning for Installation

PDS cabinetThe following figure shows a typical PDS cabinet and its connections.Issue 3.0 May 200513

Avaya Predictive Dialing System overviewDigital switchThe digital switch places calls, performs call progress analysis, answers calls, processes callsto the PDS, plays messages, and communicates with the system controller (PDS CPU). Thedigital switch is comprised of two subsystems: the digital switch subrack and the ENBC I/OTransition Module. The digital switch uses an Ethernet connection to communicate with thesystem controller.Digital switch subrackThe digital switch subrack, also called the digital switch card file, contains cards that provide thefollowing functions: Provides a central processor for the digital switch Monitors alarm conditions and provides controls for resetting the digital switch Provides interfaces for telephone circuits Places, receives, and processes telephone calls Plays digitized voice messages Switches calls to workstation headsetsAll systems have one ENBC and one or two DSP2 cards. The number of LPVC2s depends onyour system. The other cards vary from site to site, depending on the number and type oftelephone circuits connected to the system.14 Avaya PDS and PG230 Planning for Installation

Digital switchThe following table provides an overview of the function of the most common cards.Card typeGeneral functionDescriptionENBC(Enhanced NetworkBus Controller)Control circuit cardThis card controls the operation ofthe digital switch under the directionof the PDS CPU.DSP2Digital SignalProcessor)All DSP functionsEDTG (Enhanced Digital ToneGenerator)ECC (Enhanced Conference Card)EDRC (Enhanced DTMF (Dual ToneMulti-Frequency) Receiver Card)ECPA (Enhanced Call ProgressAnalyzer)DDC (Digital Dialer Card)EMFCR2 (Enhanced MFCR2(Multi-Frequency CompelledResponse R2 signaling)These are now provided by theDSP2 card. Each of the 6 functionsis now a separate download to theDSP2 card EDTG2, ECC2, EDRC2,ECPA2, DDC2, EMFCR2-2.LPVC2(Large Port VoiceCard)Service circuit cardPlays and records digitized voicemessages and ziptones.EUTC(Enhanced UniversalTrunk Card)Port interface cardProvides an interface to analogground start or analog loop starttelephone trunks.The EUTC cardhas 16 trunks.QT1(Quad T1 card)Port interface cardProvides interfaces to four digital T1telephone trunks (non-ISDN).QE1(Quad E1 card)Port interface cardProvides interfaces to four digital E1telephone trunks (non-ISDN).QT1-PRI(Quad T1 PrimaryRate Interface card)Port interface cardProvides interfaces to four T1-basedPrimary Rate Interface (ISDN)telephone trunks.QE1-PRI(Quad E1 PrimaryRate Interface card)Port interface cardProvides interfaces to four E1-basedPrimary Rate Interface (ISDN)telephone trunks.OLIC2(Operator LineInterface Card)Port interface cardProvides an interface to 24direct-connect headsets.Issue 3.0 May 200515

Avaya Predictive Dialing System overviewDigital switch busesThe digital switch buses are integrated in the digital switch subrack and controller. The busescontrol signals and other information within the digital switch.Digital switchbus nameDescriptionEthernetCarries communication network traffic between thePDS CPU and the digital switch.SCSIConnects the ENBC I/O Transition Module to the digitalswitch subrack. When the call center starts a callingjob, the ENBC uses the SCSI bus to download digitizedvoice messages to the LPVC.CommunicationCarries control signals and data between the ENBCand the cards in the digital switch subrack.When the digital switch is reset, the ENBC uses thecommunication bus to download application software tocards in the digital switch subrack.PCMCarries telephone audio information within the digitalswitch. The digital switch uses the PCM bus to link theports on the port interface cards and service circuitcards in the digital switch subrack.ENBC I/O Transition ModuleThe ENBC (Enhanced Network Bus Controller) I/O Transition Module provides the followingconnections to the digital switch: Ethernet serial RS-232 communication SCSI external clock for testingThe ENBC I/O Transition Module has the following components: hard disk drive diskette driveThe hard drive contains the operating system, switch generic software, card download andconfiguration information used by the digital switch.16 Avaya PDS and PG230 Planning for Installation

Digital switchPDS CPUThe PDS CPU controls all PDS operations and provides an interface that supervisors andagents use on their workstations. It contains the PDS software that calls customers, connectsagents and customers, and stores system, job, and agent statistics.The PDS CPU contains a DDS tape drive that provides data storage and is used for backing upsystem software.Issue 3.0 May 200517

Avaya Predictive Dialing System overviewMaintenance modemThe PDS uses a high-speed modem to enable remote access to the system for diagnostic andmaintenance purposes. The modem connects an analog telephone line to the access server toprovide access to the major subsystems.Systems installed in the United States and Canada include a maintenance modem and modemcable.All other installations outside the United States and Canada include only a modem cable. Youmust provide your own maintenance modem.18 Avaya PDS and PG230 Planning for Installation

Administrator consoleAdministrator consoleThe administrator console provides access to the PDS CPU and digital switch. It connectsdirectly to the access server inside the system cabinet. This console consists of a monitor andkeyboard. The system administrator uses it to perform basic system operations such as backingup system files, shutting down the system, and setting the system’s time and date. Do not usethe administrator console to run jobs, select records, or similar tasks.Systems installed in the United States and United Kingdom include the administrator console.For installations outside the United States and United Kingdom, you may provide your ownconsole or purchase one through Avaya.Issue 3.0 May 200519

Avaya Predictive Dialing System overviewPersonal computersPersonal computers (PCs) can be network-connected or serial-connected (direct-connected).The PDS provides the bes

The Avaya Predictive Dialing System (PDS) is designed to increase productivity in both centralized and distributed call cen