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System administration
The Web Administration interface application is installed on the hard drive of each Avaya IR system. TechCare system administrators access the administration interface via the LAN, logging in through their web browsers. The web administration interface may be accessed from any machine on the network, so system administrators may monitor and make changes from another location, including from home. The system administrators at each location perform tasks like backing up the system and monitoring voice operations. The administration interface is similar to other Windows-based applications, making it easy to learn.
Application development
TechCare worked with a vendor to develop the voice response application that handles calls about trouble tickets. The vendor provided several voice talent examples. TechCare selected a warm, friendly voice that they feel reflects the employees who are their agents. The vendor developed the voice response application in VoiceXML, using IVR Designer. TechCare's IT employees are learning VoiceXML so that they can maintain and update the current application. They plan to rely on their internal IT employees for continued application development.
System maintenance
System administrators are responsible for preventative maintenance. Logging and alarms keep administrators informed of system events and problems. Avaya has remote access to both Avaya IR systems for troubleshooting and testing.
