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Virtual Routing
Avaya Virtual Routing is Avaya’s premier solution for creating
virtual environment of multiple DEFINITY call centers. Virtual Routing
is enabled through software deployed on each DEFINITY call center.
This software makes it possible for each DEFINITY call center to
communicate with any other when calls will be shared or load balanced.
Because Avaya Virtual Routing software resides directly on each DEFINITY system, there are no servers to provision or integrate in order to implement the solution. Each call center has access,
at all times, to immediate knowledge of the conditions within itself, including the types and numbers of calls queued, the length of times those calls have been waiting, the number and skills
of the agents logged on and the state of those agents. Each and every change occurring in any of these numerous variables has immediate impact on Virtual Routing’s views of caller wait
time or agent availability.
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