Avaya 3.1 Modify, Monthly data, Most Idle Agent MIA, Multi-Agent Skill, Change dialog box, Fields

Modify
Modify	A CMS action that changes the database entry to reflect the new values that
	are entered in the current primary window.
Monthly data	Daily data that has been converted to a monthly summary.
Most Idle Agent (MIA)	An ACD distribution method that maintains a queue of idle agents. An agent
	is put at the end of the list for a particular skill when the agent completes an
	ACD call for that skill.
Multi-Agent Skill	This dialog box allows the user to perform the following administration
Change dialog box	actions: add one or more agents to a skill, move one or more agents from
	one skill to another, remove one or more agents from a skill, and change the
	skill level for one or more agents’ skills.
Multiple Call Handling	A feature that allows a single agent to handle multiple ACD and/or non-ACD
(MCH)	calls simultaneously. All but one of the calls must be on hold and only one
	call can be ringing. There are four types of Multiple Call Handling, each of
	which provides an alternative definition of an available agent as follows:
	On-request: An agent is considered available if all calls are on hold, an
	unrestricted call appearance is available, and the agent requests an ACD call
	by pressing the AI or MI button.
	Many-forced: An agent is considered available if an unrestricted call
	appearance is available and the agent is in the AI or MI work mode.
	One-forced: An agent is considered available if no ACD calls are ringing,
	active, or on hold, an unrestricted call appearance is available, and the agent
	is in the AI or MI work mode.
	One-per-skill: An agent is considered available for a skill if an unrestricted
	call appearance is available and the agent is in the AI or MI work mode and
	is not currently handling a call for the skill.
Multiple skill queuing	With Call Vectoring, a call can be queued in up to three skills at the same
	time.
Multiuser mode	Any administered CMS user can log in to CMS. Data continues to be
	collected if data collection is “on.”
Name (synonym)	Fields in which you may enter a name (synonym) that has been entered in
fields	the Dictionary subsystem, for example, names of agents, splits or skills,
	agent groups, trunk groups, vectors, or VDNs.
Non-primary skill	When a call is queued to multiple skills, the second and third skills to which
	the call queues in a VDN are called non-primary skills. They are also referred
	to as secondary and tertiary skills, respectively.

152 Avaya Business Advocate User Guide February 2006