Avaya Communication Manager Administrator's Manual page 907

Level 2 Threshold (sec)
Appears if the
ACD
(EWT) you want to set for this threshold. For example, if you enter 60 calls whose EWT exceeds 60
seconds will be classified as over threshold 2. This field is used with Service Level Supervisor and only
appears if the Service Level Supervisor
Measured
Provides measurement data for the ACD split/skill collected (internal to the switch) for
BCMS . This measurement data is collected for
Customer-Options
Valid entries
internal
external
both
none
Multiple Call Handling
Appears only if, on the System-Parameters Customer-Options screen, the
is y and the ACD
handling capabilities, and if so, what type.
Valid entries
none
on-request
many-forced
Administrator's Guide for Avaya Communication Manager
November 2003
field is y. Enter the number of seconds corresponding to the Expected Wait Time
field is y.
screen, they are y and, on the
Usage
If you enter internal in this field and on the System-Parameters
Customer-Options screen neither the
the system displays the following message:
<value> cannot be used; assign either BCMS or VuStats
first
Contact your Avaya representative to assist with any changes you
want to make on the System-Parameters Customer-Options
screen.
Provides measurements made by the Call Management System
(external to the server running Communication Manager).
Provides measurements collected both internally and externally.
Measurement reports for this hunt group are not required.
field on this screen is y. This field defines whether the hunt group can have multiple call
Usage
Agents who are members of that split/skill can only receive an
ACD call from that split/skill when the phone is idle.
Agents in the Multiple Call Handling split/skill can place a
non-ACD or an ACD call on hold and select an available work
mode. A queued ACD split/skill or direct agent call then is routed
to the agent.
An ACD call is delivered automatically to an idle line appearance if
the agent is in the Auto-In/Manual-In (MI/AI) work mode and an
unrestricted line appearance is available.
VuStats and BCMS only if, on the
Hunt Group screen, the
ACD
or
VuStats BCMS
Screen Reference
Hunt Group
VuStats or
System-Parameters
field is y.
field is y,
Multiple Call Handling field
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