Call surplus condition

 

Call surplus condition

The condition that exists when one or more calls are queued for a specific

 

skill.

Call vectoring

A switch feature that provides a highly flexible method for processing ACD

 

calls using VDNs and vectors as processing points between trunk groups

 

and skills. Call vectoring permits treatment of calls that is independent of

 

skills.

 

Similar to a computer program, a call vector is a set of instructions that

 

control the routing of incoming calls based on conditions that occur in a

 

contact center environment. Examples of call vector conditions include time

 

of day and the number of calls in queue.

Call Work Code (CWC)

An ACD capability that makes sure that during or after the call, the agent can

 

enter a string of digits and send these digits to the switch Call Management

 

System for management reporting.

Caller needs

The reason or reasons that a customer calls your contact center (used with

 

the Expert Agent Selection feature).

Calls carried

Trunk data. The number of inbound and outbound calls carried.

Business Advocate

A collection of ECS features that provide new flexibility in the way a call is

 

selected for an agent in a call surplus situation and in the way that an agent

 

is selected for a call in an agent surplus condition.

 

Advocate also includes methods for automating staffing adjustments.

CMS Supervisor

The Call Management System (CMS) application for the Microsoft Windows

 

operating environment.

Change Agent Skills

An agent’s skills can be changed from CMS by using the Change Agent

 

Skills window.

 

The Change Agent Skills dialog box allows the user to change the skill

 

assignments for one agent. On this window a user can quickly see what skills

 

are currently assigned to an agent and the user can easily change the

 

agent’s skill assignments.

CMS

See Call Management System (CMS).

Connected (CONN)

A trunk state. A caller and an agent are connected on an ACD call.

Current

A CMS action that displays data from the current interval.

Current Interval

Represents the current intrahour interval, which can be 15, 30, or 60

 

minutes. The current interval is part of the real-time database.

144 Avaya Business Advocate User Guide

February 2006

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Avaya 3.1 manual Cms