Avaya 7 manual On-Hook Phone display Prompted digits PSTN Public Directory

On-Hook

Phone display

Prompted digits

PSTN

Public Directory

Public Switched Telephone Network (PSTN)

RC Read-only Reason Code (RC)

Registry

Release Response file Right-To-Use (RTU)

Screen Pop

Skill

Softphone

Split

Station Login

Station Login

The voice path to your telephone is inactive.

A 40-character display that is located in the status bar of the Avaya IP Agent main window. This display area receives information from the Avaya communication server so that you can see call and non-call related information, such as call prompted digits and VuStats.

One or more numbers entered by a caller that indicate responses to automated questions posed when the call first enters the contact center.

See Public Switched Telephone Network (PSTN).

A database that can be accessed through the Lightweight Directory Access Protocol (LDAP) protocol. A Public Directory usually contains information on people or personnel within some unit of organization, such as a business, educational facility, and so forth.

The worldwide voice telephone network.

See Reason Code (RC).

A folder or file that can be read, but not modified, updated, or deleted.

A numeric code that describes the reason that an agent enters the AUX work mode or logs out of the system.

The system-wide repository of information supported and used by Windows. Disconnects the current call.

See Silent install.

A licensing mechanism used in Avaya communication servers. In some situations, multiple RTUs can be used by a single extension so that data and voice signaling are supported.

The automatic display of information on the screen of the personal computer from other sources, such as databases or Web pages. Screen Pops are activated by triggering criteria.

An attribute that is assigned to an ACD Agent. Agent Skills can be thought of as the ability for an Agent with a particular set of skills to handle a call that requires one of those skills.

A software application that enables you to control telephone calls, both incoming and outgoing, directly from your computer, where communication is done through Voice-over-IP.

A group of extensions that receives special-purpose calls in an efficient, cost-effective manner. Normally, calls to a split arrive primarily over one or a few trunk groups.

The process of registering as an extension of an Avaya communication server. With Avaya IP Agent, a station login must be completed before an agent login can occur.

Avaya IP Agent Installation and User Guide for Citrix June 2007 161