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

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Image 156
Avaya 3.1 Standard agents, Standard reports, Station, Subsystem, Switch, System AUX, Tertiary Split/Skill, Time Format