| DDE |
Basic Conference | A mode of joining multiple parties to the same call. Up to five parties can be |
| added, for a total of six on a call. The agent selects Conference, dials the |
| number through the keyboard, talks to the party, and selects Conference again. |
| See also Enhanced Conference. |
Basic Transfer | A transfer mode that sends the current call to another telephone number or |
| extension. The agent remains on the line until the call is answered and can |
| announce the call. See also Enhanced Transfer and Unsupervised Transfer. |
Call appearance | A call connected to an extension. Most telephone types can support multiple |
| call appearances simultaneously. Each call appearance is represented with a |
| Call Information Panel in the main window. |
Call Information | A single panel |
Panel (CIP) | call, such as caller name, call duration, status icon, and control buttons, such as |
| Answer/Release and Reconnect. |
Call Prompting | An Avaya communication server feature that routes incoming calls based on |
| information entered by the calling party, such as an account number. The caller |
| is prompted to select options from those listed in an announcement. See |
| Prompted digits for related information. |
Call Work Code | A numeric sequence, up to 16 digits, entered by an agent that identifies the type |
| of call received by the agent. These codes are |
| on the Avaya communication server. |
CIP | See Call Information Panel (CIP). |
Circuit pack | Expansion modules that can be used to expand a DEFINITY, MultiVantage, or |
| Communication Manager server. For Avaya IP Agent, the required circuit packs |
| are related to IP communications. |
| Fields and records in a text file that are delimited by commas. This is a simple |
values | form of a database. |
Communication | The software used in Avaya communication servers. Communication Manager |
Manager | systems succeed and surpass DEFINITY and MultiVantage systems. |
Communication | A general term for Avaya DEFINITY, MultiVantage, and Communication |
server | Manager systems. |
Conference | See Basic Conference or Enhanced Conference. |
Connected | A trunk state in which a caller and an agent are able to converse on an ACD |
| call. |
Contact center | A location where communications are received and placed. These |
| communications can be telephone calls, |
| and others. |
DDE | See Dynamic Data Exchange (DDE). |
Avaya IP Agent Installation and User Guide for Citrix | June 2007 157 |