avaya aic

The IC job management software receives requests on voice channels (a variety of PBX / IVR) and non-voice channels (web text chat, email, etc.). Upon arrival of a request, the IC software (in collaboration with the optional Business Advocate) determines how to handle the request. The available resources and job streams are specified in the IC Manager and IC Workflow clients respectively. The IC Agent client provides the agent's desktop interface. The IC Designer client is used to manage the user interface, data model and business rules for these applications.

avaya aic

OA acts as a data management and operational reporting system. The main components of OA include data management software, a common historical data repository and a web-based reporting framework. Data from various CRM systems (eg IC, CMS) are consolidated into the common historical data repository. (Note: IC and OA software share the common historical data repository). There is only one instance of the historical database and is shared by IC and OA. The historical data repository contains data from QRepository and additional OA / CMS data.

A browser-based Java administration client is used to configure OA components. IC software (inbound and outbound channels, Business Advocate, etc.) is the main source of data in this configuration. As work flows through the IC software and completes, all data in the electronic data unit (eDU) is stored in the common data repository. This eDU data is available for detailed historical reports. In addition, the data in the events of the agent data unit (ADU) and Business Advocate / Service Class are sent to OA. The OA software collects this information as work flows through the system and summarizes it. This information is immediately available to support real-time reporting. This information is stored in the database at the end of each interval and is available for history at that time.