Glossary - Avaya IP Agent Installation And User Manual

Glossary

Abbreviated Dial
Feature
ACD
Active Call
ACW
Add/Remove
Programs
After Call Work
(ACW)
Agent
Agent Mode
Agent Skill
Agent work mode
Agent toolbar
Alternate
Gatekeeper
Alternate User
Interface
Avaya IP Agent Installation and User Guide for Citrix
Allows the agent to store telephone numbers, that the agent selects, for quicker
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.
See Automatic Call Distribution (ACD).
A call appearance state where the voice (talk) path between two parties has
been connected.
See After Call Work (ACW).
A Microsoft Windows feature that allows you to remove programs that have
been installed on your computer. The Add/Remove Programs component is
found in the Control Panel.
An ACD agent work mode in which agents are performing tasks related to a
previously completed call. In this mode, the agents are unavailable to receive
ACD calls.
A person who receives calls that are delivered from a split or skill.
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.
A centrally-defined attribute that is associated with an EAS ACD agent ID,
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.
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.
A toolbar that provides buttons for agent login and logout and agent modes,
such as Auto-In, Manual-In, and After Call Work.
A feature of Avaya communication servers that notifies IP endpoints of all IP
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.
Avaya IP Agent interfaces that use much less space on the Desktop than the
main window.
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June 2007