Avaya 96X1 Series Using Instructions page 36

Glossary
®
Avaya Aura
bridged appearance
CMS
CWC
EAS
IMS
manual-in
MAO
network region
node
principal
private network
public network
June 2019
A converged communications platform unifying media, modes, network,
devices, applications. Avaya Aura
Session Manager at the core.
A call appearance on a telephone that matches a call appearance on
another telephone for the duration of a call.
A software program for reporting and managing agents, splits, trunks,
trunk groups, vectors, and VDNs. With Call Management System (CMS),
you can also administer some ACD features.
Call Work Codes (CWCs) are up to 16–digit sequences that agents type
to record the occurrence of customer-defined events, such as account
codes or social security numbers.
A feature that Communication Manager uses to distribute calls based on
agent skills. With Expert Agent Selection (EAS), you can ensure that
callers connect to agents with the required skills.
IP Multimedia Subsystem (IMS) is an architectural framework for
delivering IP multimedia services.
A call-answering mode in which an agent must press manual-in to
receive an ACD call.
Maximum Agent Occupancy (MAO) is a feature that Communication
Manager uses to set thresholds on the amount of time that an agent
spends on a call. The MAO threshold is a system-administered value that
places an agent in the AUX work mode when the agent exceeds the MAO
threshold for calls.
A group of IP endpoints and Communication Manager IP interfaces that
are interconnected by an IP network.
A network element that connects more than one link and routes voice or
data from one link to another. Nodes are either tandem or terminal.
Tandem nodes receive and pass signals. Terminal nodes originate a
transmission path or terminate a transmission path. A node is also known
as a switching system.
A terminal that has the primary extension bridged on other terminals.
A network used exclusively for the telecommunications needs of a
particular customer.
A network that can be openly accessed by all customers for local and
long-distance calling.
Using 96X1 SIP agent deskphones with Call Center Elite
Comments on this document? infodev@avaya.com
®
is based on the SIP architecture with
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