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. |
| 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 |
(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: |
| |
| unrestricted call appearance is available, and the agent requests an ACD call |
| by pressing the AI or MI button. |
| |
| appearance is available and the agent is in the AI or MI work mode. |
| |
| active, or on hold, an unrestricted call appearance is available, and the agent |
| is in the AI or MI work mode. |
| |
| 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. |
| When a call is queued to multiple skills, the second and third skills to which |
| the call queues in a VDN are called |
| to as secondary and tertiary skills, respectively. |
152 Avaya Business Advocate User Guide | February 2006 |