Avaya Communication Manager Administrator's Manual page 1222

Screen Reference
System-Parameters Customer-Options
Call Center Release
Displays the call center release installed on the system.
Call Work Codes
Allows agents to enter digits for an ACD call to record customer-defined events such as account codes or
social security numbers. Cannot be set to y if the ACD field is n.
DTMF Feedback Signals For VRU
Provides support for the use of C and D Tones to VRUs.
Dynamic Advocate
Software that provides an integrated set of advanced features to optimize call center performance.
EAS-PHD
Increases the number of skills an agent can log in to from four to 20. Increases the number of agent skill
preference levels from two to 16.
Expert Agent Selection (EAS)
Provides skills-based routing of calls to the best-qualified agent.
Forced ACD Calls
See Multiple Call Handling.
Least Occupied Agent
Appears only if the Business Advocate field is n. Allows call center calls to be routed to the agent who
has been the least busy, regardless of when the agent last answered a call. Cannot be set to y if the Expert
Agent Selection (EAS) field is n.
Lookahead Interflow (LAI)
Provides Look-Ahead Interflow to balance the load of ACD calls across multiple locations. Cannot be set
to y if the Vectoring (Basic) field is n.
Multiple Call Handling (On Request)
Allows agents to request additional calls when active on a call.
1222 Administrator's Guide for Avaya Communication Manager
November 2003