Avaya Communication Manager Administrator's Manual page 1543

Business Advocate
Software that provides an integrated set of advanced features to optimize call center
performance. If set to n, the Least Occupied Agent field displays. For information on Business
Advocate, contact your Account Executive.
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.
System-Parameters Customer-Options
Issue 2.1 May 2006 1543