Call Center Variables - Avaya Customer Interaction Express 1.0 User Manual

User Manual CIE 1.0 Wallboard

Call center variables

Variables come from different areas of the call center, e.g., agent, agent group,
topic etc. There are instances in each area that have a name, e.g., an agent group
can be called "Central office" or "Dept. IV". These instances differ from call
center to call center. A certain instance of an area is labeled as follows.
Area (name of the instance)
The InfoServer recognizes the following abbreviations for the different areas.
Area Name of instance
a a(Mike)
ag ag(Central office)
q q(Toys)
o o(Miscellaneous)
t t(The Wild Bunch)
vuscr vuscr(Happy Birthday)
vumsgq vumsgq(xyz)
There is a global area used to select variables saved in the database for this area.
This global area has no individual instances. The abbreviation of the global area
is as follows:
Area Name of instance
g g
Operation of the Wallboard dialog (configuring a wallboard) • 43
Description
Agent "Mike"
Agent group "Central
office"
Topic "Toys"
Other "Miscellaneous"
Team "The Wild
Bunch"
Voice unit script
"Happy Birthday"
Voice unit message
queue "xyz"
Description
Global area