Avaya 7 manual

Assist
Assist	Allows an agent to request assistance (whether on an active ACD call or not)
	from the split or skill supervisor by pressing the Assist button or by putting the
	call on hold and dialing the Assist feature access code, followed by the split
	group number. The agent must be logged into the split or skill.
Auto-answer	An Avaya communication server feature where calls directed to an agent are
	connected without any action required on the part of the agent. An agent can
	begin conversing with the other party without having to accept the call by
	activating a call appearance or releasing the switch hook.
Autodial	A telephone feature where a single button is used to dial a complete telephone
	number.
Auto-In	An ACD work mode. In the Auto-In mode, when an agent disconnects from a
	call, that agent is automatically available to receive another ACD call.
Automatic Call	A method of call distribution where EAS agents are placed in groups called
Distribution (ACD)	skills. An EAS agent can be logged into up to 20 skills simultaneously. EAS
	distributes calls to the extension of an agent that possesses the necessary skill.
Automatic Number	A service that provides the telephone number of an incoming call.
Identification (ANI)
AutoPlay	A Microsoft Windows feature that causes an application on a CD-ROM to run
	without any user interaction as soon as the CD-ROM is inserted into the drive.
AUX	See Auxiliary Work (AUX) mode.
AUX RC	See Auxiliary Reason Code (AUX RC).
Auxiliary Reason	A numeric code that describes the reason for entering the AUX work mode,
Code (AUX RC)	such as lunch or meetings. This Expert Agent Selection (EAS) feature enables
	a contact center to track the time of an agent more precisely.
Auxiliary Work	An ACD agent work mode indicating that the agent is unavailable (for example,
(AUX) mode	observing a pre-defined period of inactivity or in training) to receive an ACD
	call.
Available	An agent state in which the agent is able to accept an ACD call. This is a
	sub-state of the Auto-In and Manual-In modes.
Avaya	A DEFINITY, MultiVantage, or Communication Manager system. These
communication	systems receive and distribute communications throughout a contact center.
server
Avaya IP Softphone	Avaya IP Softphone is an Avaya product that enables you to log in to an Avaya
	communication server as an extension. Avaya IP Softphone does not support
	agent login and cannot co-reside with Avaya IP Agent.
Bandwidth	The maximum number of digital bits that can pass through a communications
	channel every second. For example, Ethernet 10BaseT has a maximum
	bandwidth of 10 megabits per second.

156 Avaya IP Agent Installation and User Guide for Citrix June 2007