Glossary
Abbreviated Dial | Allows the agent to store telephone numbers, that the agent selects, for quicker |
Feature | and easier dialing by selecting a single button. Each number can be a complete |
| or partial telephone number, an extension number, or a trunk or feature code. |
ACD | See Automatic Call Distribution (ACD). |
Active Call | A call appearance state where the voice (talk) path between two parties has |
| been connected. |
ACW | See After Call Work (ACW). |
Add/Remove | A Microsoft Windows feature that allows you to remove programs that have |
Programs | been installed on your computer. The Add/Remove Programs component is |
| found in the Control Panel. |
After Call Work | An ACD agent work mode in which agents are performing tasks related to a |
(ACW) | previously completed call. In this mode, the agents are unavailable to receive |
| ACD calls. |
Agent | A person who receives calls that are delivered from a split or skill. |
Agent Mode | An agent logs into an Avaya communication server with a specific agent ID, |
| which is associated with certain assigned skills and configuration settings. Do |
| not confuse this with registering as an extension with the Avaya communication |
| server as an agent must first register as an extension before logging in with an |
| agent ID. |
| Logging in as an agent enables the Agent toolbar in the main window. |
Agent Skill | A |
| which represents a certain ability or assignment for that agent. An agent can be |
| assigned up to 20 skills. The meaning of each Agent Skill is customizable. |
| Examples of what could be considered skills are: the ability to speak a |
| particular language or the expertise to handle a certain product. |
Agent work mode | A feature of agent call handling. Agent work modes are the different call work |
| modes and call states an agent can be in (logins, logouts, After Call Work, AUX, |
| and so forth). Data about these states is displayed in the history log. |
Agent toolbar | A toolbar that provides buttons for agent login and logout and agent modes, |
| such as |
Alternate | A feature of Avaya communication servers that notifies IP endpoints of all IP |
Gatekeeper | addresses for a network region. If communication fails with an IP address on |
| the Avaya communication server, Avaya IP Agent attempts to reconnect with |
| another IP address within the same network region. |
Alternate User | Avaya IP Agent interfaces that use much less space on the Desktop than the |
Interface | main window. |
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