The A2 Communications Application Server provides a number of features which allow businesses to better control how calls are presented within the organization

1. A2 HIGH CALL TRAFFIC FEATURES
Comprehensive set of features designed to help companies with high incoming call volumes,
where the number of calls often exceeds the people available to answer.
Most companies experience times when high incom-
ing traffic volumes can make answering difficult and
that can lead to missed and customer dissatisfaction.
The A2 Communications Application Server provides
a number of features which allow businesses to bet-
ter control how calls are presented within the orga-
nization. While waiting for an available employee,
businesses can queue these incoming calls while
providing music and status announcements. From
hunting functions to advanced contact centers with
queuing, announcements and advanced agent and
supervisor features, A2 can provide a solution for all
parts of the organization.
Users can be assigned as members of multiple hunt groups and be
3 LEVELS OF CALL HANDLING: active in multiple groups at any time. In addition, one or more mem-
Simple or advanced hunting capabilities allow users to be assigned
bers of the hunt group can be assigned as Supervisors. Supervisors
into groups and search for an idle line before being re-routed
can add members to the hunt group via their Personal Agent Web
elsewhere in the company while UCD (Uniform Call Distribution) pro-
Portal if enabled. Supervisors have the ability to log users in and out
vides basic queuing functions and allows authorized users to log in
of hunt groups; set a ‘stop hunt’ marker against a specific member
and out to accept calls dialed into the group pilot number. The A2
causing calls to immediately overflow when no members are avail-
also provides more advanced Contact Center capabilities through
able when the stop hunt member is attempted.
our partnership with T-Metrics for advanced Skills Based Routing,
Agent Desktop, CRM/Back Office integration, management reports
2—UNIFORM CALL DISTRIBUTION (UCD)
and control.
Providing advanced call distribution functions and simple management
capabilities, UCD provides the ideal solution for companies
1—HUNTING AND HUNT GROUPS who regularly get more calls coming in than people to answer
Directory Number Hunt Groups may consist of sequential
at any given time. UCD allows any line in the enterprise to be
or circular groups of lines where an incoming call to any member
assigned as a UCD ‘Agent’. Agents can log in and out of their
will search through the list looking for an idle member. Sequential
assigned queue, taking calls dialed either to the UCD Pilot number
Hunting starts at the member called and looks in a pre-defined
or to their own personal telephone number. If no agents in the UCD
order at members to the end of the hunt group. Circular Hunting
queue are idle, calls are queued and given announcements and music
starts at the member dialled and searches all members until reaching
while waiting for someone to become free to answer their call.
the original member. In both cases, if no idle member is found, the
Incoming calls are presented to the agent who has been logged in
call is redirected to another line, announcement or voicemail.
and idle the longest. When calls are queued, the longest waiting
call will be presented to the longest idle agent available in the
Pilot Number Hunting is also available on the A2. In these
queue. A2 users can be assigned to more than one UCD Group and
cases callers dial a dedicated telephone number (pilot number).
answer incoming calls for more than one Pilot number at any time.
Members ‘log-in’ to the hunt group to receive calls directed to the
pilot number. 2 types of groups can be configured – Multi-line
One or more members of the group can be assigned as Supervisors.
Hunting searches for an idle member always beginning at the
Via the Personal Agent Web Portal, supervisors have the ability to
same member and Distributed Line Hunting searches begin
• Open and close queues
in a round robin fashion providing a more even distribution of calls
• Force agents into answer or ‘ready’ mode
among hunt group members.
• Add/remove agents in the queue

2. A2 HIGH CALL TRAFFIC FEATURES
Comprehensive set of features designed to help companies with high incoming call volumes,
where the number of calls often exceeds the people available to answer.
• Dynamically define where calls are routed if no one answers or Some of the capabilities are:
the queue is closed • Agent skills-based routing
• Advanced agent desktop module
• Supervisor desktop with real-time queue display and agent
• presence status indication
• On-demand and scheduled agent and queue management
• reports
• Optional IVR, call recording and multi-site networking
• Agent/supervisor chat and text messaging
• Agents retain their A2 SIP identity for personal inbound and
outbound calls
T-Metrics is sold by GENBAND and available in all GENBAND
markets.
• Set the maximum number of calls allowed to queue
• Set how long calls will ring before given an announcement
• Set how frequently callers hear announcements while in queue
3—INTERFACE TO 3RD PARTY CTI/CRM CONTACT
CENTER PACKAGES AND APPLICATIONS:
For users requiring more sophisticated Contact Center requirements
the GENBAND A2 can provide SIP lines or trunk interfaces to work
with many 3rd party CTI and CRM applications and packages
including T-Metrics described below.
These applications provide advanced agent desktop functionality,
sophisticated queuing algorithms such as Skills Based Routing,
enhanced supervisor and management functions including real-time
agent status indication, queue monitoring and historical reports
designed to keep the Contact Center running smoothly. Optional
packages in many cases will include IVR and Auto Attendant func-
tions, Call Recording and multi-site Networking and geo-redundant
survivability options.
T-METRICS, TM-2000 CONTACT CENTER SERVER
T-Metrics, a GENBAND partner for Call Center applications, pro-
vides the TM-2000 advanced Call Center Server. Connecting to the
A2 via SIP, the TM-2000 allows A2 users to be full Contact Center
agents providing enhanced queuing and routing, agent, supervisor
and management functions. www.genband.com 1-866-GENBAND
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This document and any products or functionality it describes are subject to change without notice.
Please contact GENBAND for additional information and updates.