Introduction
Avaya has created a range of Call Centre Modules suitable for any size of business. These modules are designed to allow INDeX owners to provide outstanding telephone customer service. Every company, whatever its business, has one or more Customer Facing Departments (CFDs). Call Centre Modules (CCMs) from Avaya are designed to be modular, scalable and cost effective, allowing the user to select the most suitable modules for their particular business environment. The modules have been designed to provide a low cost product entry to allow the management of a CFD. The modules may be made up to support departments from as few as 5 telephone staff, to fully featured Call Centres with up to 400 agents - all using the same underlying technology with full investment protection.

INDeX Call Centre Modules (CCM) are supplied on pre-configured hardware platforms, although administration clients may be configured on the user's own PCs subject to meeting the required minimum specification. There are two types of hardware platform, the choice is determined by issues such as number of agents, call traffic levels, number of supervisors and the retention period for historic data. For convenience Avaya provides the CCM servers fully pre-configured with all applications, and the necessary hardware to support wallboards and remote access for maintenance and diagnostics. INDeX CCM is based on industry standards and exploits the resilient Windows NT4 operating system and Microsoft SQL technology.

INDeX CCM no longer supports a data export option due to the fact that all data is archived in its entirety on a Microsoft SQL database. Openness and data export are achieved through standard SQL tools and ODBC drivers, as well as a very powerful Report Designer module. Please note that in achieving this very high level of functionality, adherence to standards and flexibility, a new methodology for deriving historic reports has been adopted from that of the INDeX Call Centre Manager. This is to schedule pre-created and custom reports through a powerful scheduling tool. It is not recommended that real time information be gathered through the historic reporting tool.

INDeX Call Centre View For a supervisor to effectively manage staff who spend a significant proportion of their time on the telephone, the availability of real time information is essential. It allows a supervisor to balance their resources, (ie. staff against the traffic levels of incoming calls), and therefore improve customer service and reduce costs.

The INDeX Call Centre View represents a breakthrough in call centre and CFD management. The typical call centre supervisor has an extremely busy and varied role and managing agents in real time is only one of their many responsibilities. In the case of the small CFD there will probably not be a dedicated supervisor.

INDeX Call Centre View has been designed against this background to reduce the workload of the supervisor through the concept of alarm and exception handling. Alarms may be set on up to 16 parameters per device, ensuring that a supervisor will automatically be informed should an exception occur, thus freeing the supervisor to continue with other, more productive activities.

Many traditional management information systems (MIS) rely on a busy supervisor constantly monitoring their queues and agents. Avaya have taken the approach that lets the MIS do the work and only inform the supervisor when a problem has or is about to occur. In addition INDeX Call Centre View operates from the INDeX database, therefore a supervisor does not have to create a duplicate database as a reporting base. Therefore less system management is required and the MIS will always accurately reflect the INDeX and agents activity.

When INDeX Call Centre View is launched, the user is presented with a registration window at which they enter their user name. The INDeX Call Centre View then loads the INDeX database, the user's configuration and the call statistics for that day. The INDeX Call Centre View contains 17 real time screens as follows:

General Screens Alarm Handling BLF Details DN Activity Callback Request Agent Based Screens Group Monitor Agent Group Details Real Time Status Group Status (Percentage) Individual Agent Details Percentage Time in State Individual Group Details Queue Based Screens Queue Monitor Individual DDI Details Trunk Related Screens Trunk Group Monitor Trunk Group Details Real Time Status Group Status (Percentage) Individual Trunk Detail

More: Interactive Directory and Database (IDD) Alarm Handling Alarm Forwarding to Wallboard Manager Referenced Alarms Group Monitoring Real Time Agent Status Individual Agent Group Details Percentage of Agents in Each State Individual Agent Details The Percentage Time Summary Force Agent Feature Callback Request Feature BLF Detail Agent Activity Queue Monitor Individual DDI Detail Trunk Group Monitor Trunk Real Time Status Individual Trunk Group Details Percentage of Trunks in Each State Individual Trunk Detail Supervisor Messages

INDeX Report Manager The INDeX Report Manager provides the information needed by a supervisor and senior management to make well informed decisions. A set of standard report templates are supplied with the INDeX Report Manager which may be parameterised by the user in terms of date range, group, shift etc, in order to generate reports about call centre activity. It allows detailed analysis of activity allowing supervisors and managers to spot trends, improve staff performance, improve customer response times and ultimately, increase productivity.

The Report Manager comprises a client server architecture with two components: the Report Server and the Report Client. The Report Server comprises the central storage of call centre data whilst the Report Client provides the user interface to allow access to this data across the LAN. The Report Manager is supplied with the Report Server and one Report Client licence, whilst additional Report Client licences may be purchased for the larger call centre with multiple supervisors.

INDeX Report Designer The INDeX Report Designer is aimed at the call centre manager who requires a greater degree of flexibility via completely tailorable reports and ad hoc querying to allow better informed decisions. The product provides a powerful tool enabling the creation of call centre report templates. The user may begin with a blank sheet and create a new report by adding text boxes, graphs or grids. Alternatively one of the standard templates supplied may be saved under a new name and edited to create the exact report required. The benefit of this approach is that the customer is not reliant on a call centre vendor's mainstream reports, but has complete flexibility to create their own without the burden of exporting data into another software package.

The result of this is that once the templates are written, they may be scheduled to be run automatically or at a specified time and date, creating management ready reports in the exact format required. This means that customers who have specific report requirements, can achieve a great saving in resource where previously, several call centre reports may have been amalgamated or imported into another package to create the specific report required. This can save hours or even days of administrative work every month for customers who have specific management report requirements.

INDeX Wallboard Manager The INDeX Wallboard Manager is a PC based product utilising a standard INDeX CCM server PC platform running Windows NT4. The Wallboard Manager architecture has been designed to be upgradable as a user's requirements expand, allowing the same PC hardware platform to be used to support additional CCM modules (see INDeX Call Centre Manager ). The system has been designed with flexibility in mind and can be supplied as standalone application capable of being installed on a user's existing local area network (LAN). The Wallboard Manager may be installed either with INDeX Voice Manager or as a standalone application. When installed without INDeX Voice Manager the wallboard server may be connected direct to an INDeX RS232 port. Where INDeX Voice Manager is present, the wallboard server is connected via the LAN to the INDeX CT server cassette. Up to 30 wallboards may be driven from the wallboard server via the INDeX wallboard server comms card, which is an RS485 Interface card fitted inside the PC. For software only installations this comms card is available separately. Additional wallboard clients may be added and distributed across the LAN allowing additional supervisors access to create and schedule wallboard messages.

Click to see diagram showing the INDeX Wallboard Manager supplied as a standalone PC without an INDeX Voice Manager present.

Click to see diagram showing the INDeX Wallboard Manager where an INDeX Voice Manager is present.

INDeX Queue Manager Caller frustration and anxiety can mean lost calls. The Queue Management service ensures that all incoming calls to a busy department or call centre are kept informed of their status. The use of Queue Management can be a significant benefit for any busy department or call centre. All calls are answered promptly improving perceived service levels. With the reassurance of the information provided under Queue Management fewer calls are abandoned. Keeping potential customers on the line prevents loss of business. Staff or agent efficiency is optimised and call traffic peaks can be managed effectively. Click to see diagram.

Recording Services There is often a benefit in being able to record conversations between incoming callers and members of staff. As more high value, paperless business is conducted over the phone, call recording is often recommended or even demanded by the relevant industry regulators in the interest of resolving disputes. For example, in some countries call recording is now mandatory in the insurance industry.

Call recording can also be used to provide quality assessment measures of staff telephone performance and also act as a valuable training tool.

INDeX Workflow Manager Increasingly companies of all size are carrying out more of their business over the telephone. As face to face and postal transactions give way to this manner of conducting business the opportunity to differentiate through product, cross sell, win opportunistic purchases and nurture personal relationships is diminished. Today's business modus operandi demands 'differentiation through service', often against well-equipped large call centres with big telephony, training and IT budgets to support their activities.

Whilst telephone based call centre agents have traditionally been thought of as sales staff, increasingly more and more suppliers are embracing the need to offer their customers excellent customer service. This has resulted in the establishment of many departmental and call centre operations that focus on providing service to existing customers and customer retention. The technological requirements of these service focused as opposed to sales focused organisations are the same. Both types of customer facing operation require mechanisms to automate the customer interaction process, technology that ensures consistent and professional call handling and automation of the workflow with confirmation notes, stock control and automatic escalations.

The INDeX Workflow Manager is a Windows application that caters for the rapid self-creation of script assisted customer handling systems for telephone based operations. The application is designed to offer the same benefits from an individual telephone based member of staff up to an entire dedicated call centre.

The INDeX Workflow Manager has been designed to empower IT literate business personnel, rather than IT specialists, to quickly and simply build CT (Computer Telephony) enabled, front-end applications using a highly visual interface. The visual development environment allows easy access to valuable customer data held on corporate databases and permits the implementation of well-structured workflows that guarantee a professionalism and consistency in handling customer calls.

Aimed at the rapidly expanding SMI (Small, Medium and Informal) call centre market, the INDeX Workflow Manager is a small-footprint software package delivering top end bespoke call centre automation tools at an unprecedented level of functionality and price. The advantage brought to this market is not only the reduction in package and skill costs, but also the remarkable speed of building and modifying campaigns.

Increasingly business success and profit is attributed to the ability to retain and up-sell existing customers. The INDeX Workflow Manager is the tool for customer retention and increasingly the only manner in which business managers are choosing to deal with their most valuable profit asset - their customer base.

The product has been designed such that it can be used with stand-alone databases, interfaced to corporate data and used with or without CT. This allows customers to scale their use of the product from a small pilot or tactical solution to a larger multiple campaign inbound and outbound CT enabled call centre.

• INDeX CT Integrator C Interface
• INDeX CT Integrator CSTA-1 Interface
• INDeX CT Integrator OLE Interface
• INDeX CT Integrator ActiveX Control
• INDeX CT Integrator TAPI Interface

The INDeX Digital Recorder The INDeX Digital Recorder, based on the market leading Racal Mirra Recorder, provides all of the features of a sophisticated and expensive recording system at a highly competitive price.

It is designed specifically for critical environments that demand statutory recording of all conversations for regulatory or legal reasons.

The INDeX Digital Recorder is optimised for organisations wishing to record a selection of or all conversations on the INDeX platform. Scalable from 4 concurrent recording channels up to a maximum of 16 channels per unit, the system is ideal for Small, Medium and Informal (SMI) call centres that require the assurance of knowing that the conversation can be safely recorded, securely archived and easily retrieved.

Increasingly more and more high value business is conducted over the telephone. As a result of this consumer protection agencies and ombudsmen are insisting on some evidence of the call being retained in the event of disputes or errors. The INDeX Digital Recorder is designed to ensure that messages can be safely recorded and easily retrieved. Through Computer Telephony (CT) integration to the INDeX platform messages are stored with all known information such as Calling Line ID (CLI), answering extension, trunk number, DDI number dialled, time of day, thus ensuring that when a recorded message is required it can be found easily and quickly.

INDeX CT Components The INDeX CT Components, are a set of tools and applications that deliver low cost, reliable and scalable integration between a user's telephone and computer systems. These components take the burden out of traditional CTI deployment through delivering 'ready to go' applications that deliver immediate productivity benefits and are able to instantly Computer Telephony (CT) enable existing popular PC applications.

Whilst CTI is traditionally considered to only be justifiable in the domain of call centres, many organisations are recognising the benefits CT enabling of a complete organisation has to offer. The benefits of CT enabling a complete organisation are integrating front office (call centre) functions with the back office, gaining access to more PBX functions with reduced training and maximising the functionality of desktop PC applications by integration to the user's telephone handset.

The INDeX CT Components are different to traditional CTI products in that they are not merely a set of high cost 'tools' that require the expert hand of a craftsman to be made to work. They are a set of ready to run applications that can be installed in hours and deployed across an organisation in minutes at a very low cost of delivery, commissioning and ownership. In addition, they include drivers for the leading Windows desktop contact management software packages to ensure that a customer's existing IT investments may be further leveraged and staff training burden reduced to an absolute minimum.

INDeX Agent Assist Excellence in customer service in today's competitive world is a mandatory requirement for all telephone based service providers. INDeX Agent Assist can give immediate round-the-clock telephone answering, offering callers a series of clear and uncomplicated questions. Repetitive information gathering, such as brochure request lines, can be fully automated, leaving agents to deal with other, more demanding customer needs. When agents are busy, overflow to INDeX Agent Assist relieves congestion and pressure on agent groups. Agents can be called back when free to deal with messages throughout the day, increasing agent efficiency. The powerful drag and drop Windows GUI makes customisation and creation of new campaigns simple. INDeX Agent Assist is a product whose aim is the provision of call centre services that require bulk message handling. It can be split into two distinct areas.

Service Desk
Information Capture

Service Desk incorporates areas such as telephone helpdesks and advice lines. This normally involves groups of agents providing telephone based services to their customers. If agents are unavailable or busy, the system can take messages and provide callers with a unique reference number. Agents can then be automatically called with the messages when they become free, ensuring agents time is always used most productively.

Information Capture - Where a customer has a large number of callers who typically answer identical questions (for example a brochure order line), there are tremendous benefits in being able to automate the recording and message collection process. The ability to automate this process, 24 hours a day, results in enormous staff savings and provides extremely accurate message taking as each answer is in response to a specific question. The transcription of messages is also enormously improved as each response is in a short and expected sequence. Multiple agents can process many messages in one sitting with no interval between calls. In addition, dictation methods such as rewind and pause are made available. The main features of this service are:

Multiple simultaneous recording facility
Multiple simultaneous transcription facility
Automatic generation of reference number for caller
Automatic deletion of transcribed messages after a specified time
Transcription controls such as next answer, previous answer, repeat answer, volume, rewind, pause and fast forward
INDeX Agent Assist is able to ask any series of questions requiring speech input or touch tone response.

The DEFINITY Wireless DECT System is available in Europe, the Middle East, and Africa.

It is a multi-cell mobility solution for medium and large enterprise customers with a single building or a campus environment, in countries where DECT(Digital Enhanced Cordless Telecommunications) is the prevailing wireless standard. The DEFINITY Wireless DECT System provides up to one million square meters of on-site, two-way mobility for hundreds of users, each equipped with a pocket-sized wireless business phone.

Working in conjuction with the DEFINITY Enterprise Communications Server, the system is designed to grow as your business grows, so you can add users or increase coverage to suit your organization's needs. With the use of the patented WiSE Expert Design System your DEFINITY Wireless DECT System can be configured, designed and implemented for your own unique requirements.

The DEFINITY Wireless DECT System operates in the allocated 1880-1900 MHz spectrum. Since this is an unlicensed frequency range there is no charge for air time when operating in this band.

This system presents the perfect communication solution for enterprises where mobility is a key factor in the workplace. Users have access to all of the most useful business features even while on the go, and always with perfect digital clarity.

THE POCKETPHONE C9110 This small, high quality, ergonomically designed, digital cordless telephone offers digital corded voice quality and is designed for exclusive use with the DEFINITY Wireless DECT System. It is lightweight, has a three line by 16 character, alphanumeric Liquid Crystal Display (LCD), and gives you up to 7 hours of talk time or 72 of standby. The pocketphone user can access any DEFINITY analogue station feature using the same operations as an analogue station user. You benefit with basic features such as bridging, message waiting, call waiting, and calling party indentification. The Pocketphone C9110 goes beyond the basics to provide an exciting range of innovative features and functionality.

PATENTED SYSTEM DESIGN The WiSE Expert Design system, a software program developed and patented by Avaya Labs, is used by Avaya services professionals to design and implement the DEFINITY Wireless DECT System. WiSE considers all the necessary variables like building dimensions, construction materials, environmentals, numbers of users, and "traffic" projections, when designing a wireless system. You benefit by receiving a wireless solution with the right coverage for your business premises - from day one.

Release History This is the first release.

Administration Mobility is implemented via the mobility management system using a series of base stations strategically placed throughout the work environment. Security The DEFINITY Wireless DECT System utilizes digital voice transmission and speech encryption.

The EuroGeneris™ System is a highly competitive and feature-rich ISDN open telephony platform for small- to medium-sized businesses. With the EuroGeneris System, customers can take advantage of sophisticated new capabilities such as automatic route selection, supervised call forward and support for ten languages—all at a reasonable cost. With the further addition of an Avaya Wireless DECT 12 System—a powerful communications tool designed to help businesses maximise efficiency and boost productivity - EuroGeneris successfully meets customers' needs for mobility.

The unique EuroGeneris System is specifically designed for ease of use and simple administration. It is flexible enough to meet virtually all customers' requirements during the life of the product. Interface boards (digital, dedicated or analogue extensions) and extension cabinets can be added to increase capacity up to 128 terminals. EuroGeneris also provides an array of cost-tracking tools that enable customers to monitor and control telecommunication expenses. The result is investment protection, productivity gains, and improved customer service.

With EuroGeneris, customers can more successfully compete in the present while building a bridge to the future of business communications.

INDeX (Integrated Network Digital eXchange) is a revolutionary open switching PABX architecture enabling new customers to evolve their communications infrastructure to be eBusiness ready. The following section covers the architecture of the main components of the switch including: control units, system cassettes, cables, terminals and value added applications, ie. Operator Console, Call Centre Products, CTI and Voice Processing. It aims to provide all relevant data on the hardware characteristics of INDeX. The system features are contained in subsequent sections. The INDeX platform has been designed with openness in mind. Avaya recognises that the best approach to customer flexibility is to provide open interfaces on the platform to enable customers to add connectivity options, applications, devices and equipment as and when desired. The INDeX platform provides for openness in the following ways:

Open CTI - INDeX has a wide range of CTI gateways to allow development and addition of bespoke packaged applications. Microsoft TAPI, Novell Telephony Services, ECMA CSTA-1 and IBM Callpath all offer open interfaces with published APIs to enable CTI development and applications. In addition the Synergy CTI link is also available through the Synergy programme

Open ISDN Extension Port - INDeX offers an open ISDN extension port which enables appropriate ISDN videophones, PCs, routers or faxes to be connected to the ISDN extension port. This port gives full ISDN 2B+D connectivity to these devices enabling them to be switched on to digital lines

Open Connectivity - The INDeX platform provides for open digital connectivity, either through DPNSS and QSIG for multi-vendor PBX interoperability, or ISDN basic and primary rate interfaces for public ISDN connectivity

Open Futures - Avaya is committed to delivering many more open connectivity options on the INDeX platform. These include Signal Computing Services Architecture (SCSA) which is a multimedia standard supported by over 300 countries worldwide. SCSA provides

Alchemy ArgentBranch Scaling up to 180 extensions and 60 ISDN trunk lines, the ArgentBranch fills the gap between yesterday’s circuit switched PBXs and Key Systems and the IP only solutions of tomorrow. Being the premier Alchemy Series platform, the modular ArgentBranch fits the bill for those organisations wishing to support voice and data networking between sites, run LAN intensive applications or wish to deploy Voice over IP (VoIP) in the form of IP Trunking and/or IP Telephony, either now or in the future.

Alchemy ArgentOffice The ArgentOffice is ideal for standalone businesses, with an eye for growth. Utilizing the same expansion modules as the more powerful ArgentBranch, the ArgentOffice proves cost-effective in small installations requiring 8 telephones and 4 digital trunk lines, all the way up to 106 extensions and 30 trunks.

Alchemy CyberGear Gold The CyberGear Gold meets all the communication needs of smaller businesses and those working from home. Delivering all the advanced voice and data convergence capabilities associated with the ArgentOffice in a fixed configuration platform, the CyberGear Gold supports up to 6 analogue extensions, and a Basic Rate ISDN interface for two trunk lines.