Glossary Of Terms - Avaya Wallboard User Manual

Glossary of Terms

A
ACW mode
See After Call Work mode.
After Call Work (ACW) mode
A work mode that makes an agent unavailable to
receive ACD calls. It is used after an ACD call to
perform a call-related activity such as filling out a
form. Agents who log in using Manual-In and
disconnect from an ACD call, automatically enter
this mode. Agents who log in using Auto-In need to
click the [ACW] button when a call has ended.
Agent
A person who answers calls in an ACD split or skill.
An agent is known to the Call Management System
by their login ID, which they enter during the
logging-in process.
Agent login ID
A one to nine-digit number assigned to an agent in
the Definity/MultiVantage/Avaya CM server. The
agent enters their login ID when logging in at an
ACD extension. Agent login IDs are required for all
agents measured by the Call Management System.
Agent mode
An agent work state. The three modes an agent can
be in are Auxiliary (AUX), Available (AVL) or
After Call Work (ACW).
AI (Auto-In)
See Auto-In.
Alert
A range of numbers with their own defined way of
looking and behaving. If statistics on the Wallboard
marquee fall within the range, they adopt the look
and behavior of that alert.
Alert level
A number, which if met, triggers the look and
behavior of that alert.
Auto-In (AI)
An ACD log-in mode that automatically places an
agent in Available mode immediately after
disconnecting from a call.
AUX mode
See Auxiliary (AUX) mode.
Auxiliary (AUX) mode
A work mode that makes an agent unavailable to
receive ACD calls. It is used when an agent wants to
perform an activity that is not related to an ACD call,
such as taking a break, going to lunch or making an
outgoing call.
Available (AVL) mode
A work mode that makes an agent available to
receive ACD calls.
Available agent
A logged-in agent with no ringing, active or held call
appearances.
Avaya CM
Avaya Communication Manager (Avaya CM) is the
telephony software that drives Avaya MultiVantage
communications applications. It powers telephony
call processing, call control and messaging, and
integrates with other value-added applications.
AVL mode
See Available mode.
D
Definity ECS
Definity Enterprise Communications Server. A
brand of switch. See PBX.
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