An Education in Avaya Integration
Updated September 30, 2015

An Education in Avaya Integration

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Release 6 Feature Pack 2

Modules Used

  • Avaya Communcations Manager
  • Avaya Application Enablement
  • Avaya Aura Contact Center
  • Avaya Session Border Controler
  • Avaya Session Manager
  • Avaya System Manager
  • Avaya Notification Solution

Overall Satisfaction with Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)

The university uses the product as the main telephony solution. In day to day voice communications internal and external to the campus. The Notification solution system is used for emergency notification in the event of an emergency on campus to notify university personnel to take relevant action. The Contact center solution is used as the automated attendant for the university and to route calls to various departments using voice prompts. The solution is totally integrated and allows the university to contact one vendor for troubleshooting and problem resolution.
  • All of the solutions are tested to integrate fully with each other.
  • Vendor support is excellent
  • Avaya makes it easy to get documentation for their product
  • In some products after the Nortel/Avaya merger we found were not quite ready for general release. It seemed that they were rushed to market. We had updates that were required almost on a monthly basis.
  • I don't know if this has been addressed, but I would like to see the ANS (Avaya Notification Solution) use MS Lync for the desktop notification. At present it uses IBM SameTime for Desktop notification which seems processor intensive (multiple servers required)
  • The University has made it easier for students to contact the correct department the first time they call by using the automated attendent. This has lead to a better student experience and has helped lessen transferring the student.
  • Emergency notifications are more efficiently made using the Web based interface or dialing a phone number into the Notification Solution. The university has a number published to all staff for emergencies that will activate our emergency alerts and lock all doors in the event of a hostile in the university, this is much quicker than manually locking the doors. A second number is published to the emergency staff to release the doors.
  • For small conferences the 6 way bridge on the Avaya Communications Manager is much more cost effective than the large conference bridge used for larger conferences.
  • SIP stations and the Session Border Controller has allowed the university to connect remote staff to the university phone system, allowing their phone calls to be transparent to students, this has saved the university cell phone costs since the calls are now routed via the Communications manager/session manager/Session boder controller to the internet to a hard phone in their home office.
I have nothing here. The phone system was selected before I was hired.

I did at one time use the Cisco VoIP solution. This was a few years ago and at that time they did not have a call center solution. I did not like it as much since the administration required a second phone number for Voicemail access. This may not be true anymore.
I have seen the Avaya product used for small business and it used for very large business both with call centers and without call centers. The product line does not have to include all of the available options, it runs and will work with a basic PBX all the way up to a system with multiple linked call center/PBX and voicemail systems. Many of the systems use the same management interface so the learning curve to understand administration is much easier.

Some of the systems are MS Windows server based, but most are Linux (RedHat or a variant - CentOS) so you will need to have someone knowledgeable in both Windows and Linux servers on staff in order to deep troubleshooting.

Using Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)

The Avaya phone system is reliable and the technical support from vendors is outstanding. The cost and time for training the users to use a new telephone system is also a factor. I don't think I can get the same features fully integrated the way the Avaya is with another phone system.

Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) Implementation

Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) Support

The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.

Using Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center)

Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center) Reliability