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

Page 152
Image 152
Avaya 3.1 Modify, Monthly data, Most Idle Agent MIA, Multi-Agent Skill, Change dialog box, Multiple Call Handling, Fields