for Avaya IP Office
specializing in serving the Small to
Medium Business arena.
Technical remote phone service support for
Avaya phone systems available... [more]
Office R11 available NOW.
Extreme Ethernet Routing Switch 3600 Series
A perfect fit with Avaya IP Office!
Network Equipment installed
ERS 2500 series
ERS 3500 series
ERS 3600 series
ERS 4800 series
Milwaukee to Madison areas
technical remote phone support
Call Reporting for Avaya IP Office
Call Reporting (ACR) brings to small and midsize businesses the
capabilities they need to manage their IP Office™ phone system and
deliver a better customer experience. ACR is a scalable call reporting
and contact center solution that can be deployed on top of an existing
IP Office™ platform.
real-time and historical call reporting capabilities extract call
information from your IP Office™ system to provide visibility on
call and staffing trends and overall performance. Cradle-to-grave
reporting reveals the various paths taken by calls and the people
involved from initial contact till the end of calls. Avaya Call
Reporting delivers great value with features like unlimited configurable
wallboards, real-time reporting, and an improved agent desktop experience.
Call Reporting provides an easy to deploy and simple to use multichannel
contact center for IP Office™. With ACR customers can interact with
businesses via voice calls and web chat. Skill-based routing helps
connect customers to agents best equipped to service inquiries.
Queue call back frees customers from waiting on the phone and instead
request a call back without losing their original position in queue.
With Avaya Call Reporting, you can record calls and integrate it
with comprehensive reporting. Customers can download, email or listen
to calls within the Avaya Call Reporting application.
Call Reporting is a modular solution that helps small and midsize
businesses to begin with a standard call reporting license and add
real-time reporting, contact center and call recording modules as
their contact center requirements evolve.
Avaya IP Office Releases support Avaya Call Reporting?
Avaya Call Reporting is targeting new system installations for
IP Office R10.1 and R11.0. IPOSS and Avaya Call Reporting maintenance
Avaya Call Reporting work on Essential Edition?
Yes, Standard Base reports are supported with Essential Edition
with a separate PC required to support the Avaya Call Reporting
Solution. The Recording Library and Add-on service are not supported
on Essential Edition / Embedded voicemail. These services require
monitoring – Unlimited configurable wallboards and up-to-the-second
agent state visibility provide real-time contact center metrics.
– 60 out-of-the-box reports help you measure performance and identify
and pursue improvement opportunities.
- Customers can interact with businesses via voice calls and web
routing – Intelligent routing of customers based on skill
group and proficiency.
call back – Empowers customers to request a call back while
maintaining their original position in queue.
– Track agent productivity with reason codes and empower them
to collaborate with supervisors via presence utility.
– Call recording and playback integrated with cradle-to-grave
– ACR can be deployed on-premise and via Partner Cloud Powered
Call Reporting Standard Reports and Add-on License Reports listed
on this FACT
Call Reporting Cradle to Grave
specific certification is available / required at this point. Training
is through Xima, as ACR is a rebranded Xima product. Certificates
already achieved for:
Avaya Call Reporting Design Engineer
Call Reporting Installation Professional
on ACR Support Professional
and Certified - a winning combination!
is a registered trademark of Microsoft Corporation
in the United States and other countries.
Lucent, AT&T, IP Office, Definity, Partner, Merlin, Magix,
Intuity and Audix are registered trademarks of Avaya, Lucent
Technologies, and AT&T.