Avaya IP Agent Installation And User Manual page 157

Basic Conference
Basic Transfer
Call appearance
Call Information
Panel (CIP)
Call Prompting
Call Work Code
CIP
Circuit pack
Comma-separated
values
Communication
Manager
Communication
server
Conference
Connected
Contact center
DDE
Avaya IP Agent Installation and User Guide for Citrix
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.
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.
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.
A single panel (40-character display) that displays information about a single
call, such as caller name, call duration, status icon, and control buttons, such as
Answer/Release and Reconnect.
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.
A numeric sequence, up to 16 digits, entered by an agent that identifies the type
of call received by the agent. These codes are user-defined and administered
on the Avaya communication server.
See Call Information Panel (CIP).
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
form of a database.
The software used in Avaya communication servers. Communication Manager
systems succeed and surpass DEFINITY and MultiVantage systems.
A general term for Avaya DEFINITY, MultiVantage, and Communication
Manager systems.
See Basic Conference or Enhanced Conference.
A trunk state in which a caller and an agent are able to converse on an ACD
call.
A location where communications are received and placed. These
communications can be telephone calls, e-mail, Web-based instant messaging,
and others.
See Dynamic Data Exchange (DDE).
DDE
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June 2007