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 |
| 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, |
| Military time format (for example, |
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 |