Automating agent moves to back up calls

Where administered?

The following table shows where each of these features is administered through the switch. See Administering Business Advocate on Communication Manager on page 79 for procedures for administering the feature.

If you want to

Then enter . . .

On the . . .

activate . . .

 

 

 

 

 

 

 

 

ACW

n in the ACW Considered

Feature-Related System

Considered Idle?

Idle? field

Parameters form

 

 

 

Predicted Wait

predicted-wait-time in the

Feature-Related System

Time

Call Selection

Parameters form

 

Measurement field

 

 

 

 

Call Selection

y in the Call Selection

Feature-Related System

Override

Override field

Parameters form

 

y in the Call Selection

Hunt Group form (page 2)

 

Override field for the

 

 

Emergency skill

 

 

n in the Call Selection

 

 

Override field for the

 

 

nonemergency skills

 

 

 

 

Service Level

y in the Service Level

Hunt Group form (page 2)

Supervisor

Supervisor field, except for

 

 

the Payment Arrangements skill

 

 

 

 

Activate on

y in the Activate on

Hunt Group form (page 2)

Oldest Call

Oldest Call Waiting field

 

Waiting

for the emergency skill

 

 

 

 

EAD-LOA and

ead-loain the Group Type

Hunt Group form (page 1)

UCD-LOA

field for the Business and

 

 

Payment Arrangement skills,

 

 

ucd-loafor the Emergency and

 

 

Residential skills

 

 

 

 

Overload

Number of seconds in the Level

Hunt Group form (page 2)

Thresholds

1 and Level 2 Threshold

 

 

fields for each skill, except for the

 

 

Payment Arrangements skill

 

 

 

 

Dynamic

y in the Dynamic Threshold

Hunt Group form (page 2)

Threshold

Adjustment field for

 

Adjustment

nonemergency skills, except for

 

 

the Payment Arrangements skill

 

 

 

 

Avaya Business Advocate User Guide

February 2006 69

Page 69
Image 69
Avaya 3.1 ACW Considered, Idle? field, Override field, Activate on, Oldest Call Waiting field, Ead-loa in the Group Type