Contact Centre

A Choice of Simple Integtrated Contact Reorter(ICR) to the multichannel IP Office Contact Centre(IPOCC)

IP Office Integrated Contact  Reporter (ICR)

IP Office Integrated Contact Reporter provides a fully integrated, Avaya developed, basic reporting solution targeting the 5 to 25 agent market.

ICR is a simple reporting tool for 5-25 agents and up to 5 supervisors.

Real time and historical reporting for IP Office hunt groups

Agent desktop – call control of associated telephony device and real time reporting

Supervisor desktop – call control of associated telephony device, real time and historical


Agent and supervisor user interface is a web based client that is supported on Microsoft Internet

Explorer and Edge, Google Chrome, Mozilla Firefox and Safari browsers

8 Pre-configured summary and detailed historical reports –, scheduled or exported ; reports can be viewed and printed in PDF

Call summary by Agent

Call summary by Hunt Group

Call summary by Time

Call summary by CLI

Call Detail by HG

Call Detail by Agents IP Office Release 10.1

Call Detail by CLI

Agent summary

Customer Service Phone Systems - Limerick - contact centre

Avaya IP Office Contact Center (IPOCC)

Multichannel contact centre functionality and simplicity for medium-sized companies where customer service is important.
Suitable for customers with typically between 5 and 500 users, and typically up to 400 agents
Fully integrated contact centre
Skills-based routing
Call Recording
Multichannel (Voice, Email, Web chat) (+ text messaging and fax with ACCS)
Reporting (real-time & historic