Intrahour interval |
|
Intrahour interval | A segment of time starting on the hour and consisting of either 15, 30, or 60 |
| minutes. An intrahour interval is the basic unit of CMS report time. |
Least Occupied Agent | An agent selection method that uses agent occupancy rather than position in |
(LOA) | an idle agent queue to determine which agent to select when a call arrives. |
| LOA can be used with either Uniform Call Distribution |
| Agent Distribution |
| Business Advocate. |
List Trace Advocate | A function used to trace the activities of Advocate agents. These activities |
| include all agent state changes until the trace is turned off. You must activate |
| an agent trace to obtain List Trace Advocate information. |
Location | A location, or site, refers to a physical location. This can be a building, a |
| section of a building, or it can be what was once a separate ACD before the |
| ATM WAN capability was used to merge separate ACDs with other ACDs |
| into one large contact center. A location will typically be assigned one (or |
| more) location IDs. |
| A location, despite being part of a larger contact center, may continue to |
| have sole responsibility for handling certain 800 numbers. A location may |
| also share responsibility for handling an 800 number by having some of its |
| agents be part of a larger split or skill that includes agents from other |
| locations. |
Location ID for agents | An agent location ID is the ID of the agent terminal the agent is logged in to. |
| It is associated with the DEFINTY port network ID to which the agent |
| terminal is attached. |
| An agent cannot be assigned a location ID for reporting purposes until he or |
| she logs into the ACD. Available on the DEFINITY ECS R7.1 with ATM and |
| later. |
Location ID for Trunks | The switch network location ID (1 to 44) that is associated with a trunk. A |
| Location ID is not directly assigned to a trunk. Instead, it is assigned to a port |
| network (this is done using the chcabinetx form). |
| Therefore, each trunk whose equipment location belongs to that port network |
| is associated with that port network’s location ID. |
| When running CMS reports that include location IDs (LOC_ID), those IDs |
| defined on Communication Manager that are greater than 44 will return a |
| default location ID of 0 to CMS. Support for location IDs above 44 is |
| expected in a future release of CMS. |
150 Avaya Business Advocate User Guide | February 2006 |