Insight

Blog

Andrew Prokop Demos Advanced Avaya Breeze Techniques

This is the first in a series of video demonstrations from Andrew Prokop. In this first installment, he picks up where his intro series left off, with an emphasis on understanding lesser known, yet very important programming techniques.

Using Analytics to Empower Agents and Improve Customer Experience

Are you asking the right questions about your contact center? Are you finding the answers to those questions you’re asking? With the right Analytics solution in place, you can. Utilizing the power of a robust Analtyics tool (speech, desktop, and text analytics) can help empower your agents to better serve the customer, and ultimately uncover previously hidden answers to a variety of looming questions. The result is a discovery of opportunities to improve your contact center efficiencies and overall customer experience. Let’s explore a handful of these questions and how analytics can help answer them.

Part 6: An Introduction to Avaya Breeze with Andrew Prokop

The sixth and final installment of Andrew Prokop's video series exploring Avaya’s Breeze development platform. In this installment, Andrew Prokop extends his cloud discussion from part five, demonstrating how web services can be used to invoked a Snap-In.

The Gory Details of Avaya Aura Session Manager Routing

One of Avaya’s critical components for enabling Session Initiation Protocol (SIP) within an enterprise is the Avaya Aura Session Manager (ASM). This document, “The Gory Details of Session Manager Routing”, provides one of the most complete descriptions of ASM routing to SIP endpoints and SIP servers available to the public. It includes sections on Emergency Routing, User Relationship Element (URE), Implicit User Rule, and the Server Routing Element. John Waber's white paper will provide a detailed description of this.

Part 5: An Introduction to Avaya Breeze with Andrew Prokop

The fifth in a series of videos that explore Avaya’s Breeze development platform. In this installment, Andrew Prokop demonstrates how an Avaya Breeze Snap-In can be integrated with a cloud service.

Part 4: An Introduction to Avaya Breeze with Andrew Prokop

The fourth in a series of videos that explore Avaya’s Breeze development platform. In this installment, Andrew Prokop takes the making calls demonstration from his first three videos a step further, moving to intercepting and manipulating incoming calls.

Part 3: An Introduction to Avaya Breeze with Andrew Prokop

The third in a series of videos that explore Avaya’s Breeze development platform. In this installment, Andrew Prokop showcases a simple use case of adding DTMF detection and decision logic to the Make Call Snap-In he created in the first two parts of his series.

Part 2: An Introduction to Avaya Breeze with Andrew Prokop

The second in a series of videos that explore Avaya’s Breeze development platform. In this installment, Andrew Prokop dives deeper into the Snap-In feature by demonstrating the ability to set, retrieve, and manipulate properties for that Snap-In.

Avaya Aura System Manager's Communication Profiles

David Lover, VP of Strategy and Technology, reviews one of the most common administration question he gets from customers -- finding a way to associate different things together within Communication Manager.

Open Up Your Hard Drive and Say AHHHHHH

Data Center expert, Shane Hill, dives into the importance of maintenance and health checks for your systems to prevent disasters before they happen.

Get Points, Earn Rewards

Play along with fellow Arrow SI customers for your chance to collect points and earn rewards. Arrow Customer Engagement (ACE) is a fun way for you to interact with us and the Arrow SI community. Let us know what we’re doing right, how we can better provide information you care about, and share your experiences.

Sign In