Avaya 3.1 Standard agents, Standard reports, Station, Subsystem, Switch, System AUX, Time Format

Standard agents
Standard agents	Standard agents are agents in a skill who are assigned a skill level from 1 to
	16, rather than being reserve agents. Standard agents are also known as
	nonreserve agents. Standard agents can have roles of top, roving, backup,
	or allocated.
Standard reports	The set of reports that are delivered with the CMS or CMS Supervisor
	software.
Station	An unmeasured extension. An extension that is not currently staffed by an
	agent or that is a member of an unmeasured split or skill or hunt group.
Subsystem	Each CMS main menu selection (for example, Reports, Dictionary, System
	Setup, Exceptions, on so on) along with Timetable and Shortcut is referred to
	as a subsystem of the Call Management System.
Switch	A private switching system that provides voice-only or voice and data
	communications services including access to public and private networks for
	a group of telephones within a customer's premises.
System AUX	The switches use the reason code 0 as the default code for situations in
	which the switch places the agent in the AUX mode automatically (for
	example, when the agent logs in, when agent makes or receives extension
	calls from AI/MI mode, when the agent is taken out of service due to failure to
	answer a ringing call) or logs the agent out (for example, during a Move
	Agent While Staffed operation).
	ASAI applications that change the agent’s work mode to AUX or log the
	agent out without specifying a reason code result in a change to AUX or
	logout with the default reason code.
Tertiary Split/Skill	When a call is queued to multiple splits or skills, the third split or skill the call
	queued to in a VDN is called the tertiary split or skill.
Time Format	The standard format for entering times on CMS reports. Acceptable formats
	are:
	AM/PM format (for example, 7:30AM-5:00PM)
	Military time format (for example, 7:30-17:00)
Timetable	An activity task or group of activity tasks (like reports) that you can schedule
	for completion at a time that is convenient and nondisruptive for your contact
	center's operation.

156 Avaya Business Advocate User Guide February 2006