Avaya Communication Manager Administrator's Manual page 1544

Screen Reference
Lookahead Interflow (LAI)
Provides Look-Ahead Interflow to balance the load of ACD calls across multiple locations.
Cannot be set to y if the Vectoring (Basic) field is n.
Multiple Call Handling (On Request)
Allows agents to request additional calls when active on a call.
Multiple Call Handling (Forced)
Forces an agent to be interrupted with an additional ACD call while active on an ACD call. Splits
or skills can be one forced, one per skill, or many forced. Cannot be set to y if the ACD field is n
and the Forced ACD Calls field is y.
PASTE (Display PBX Data on Phone)
Provides an interface between the display of a DCP telephone set and PC-based applications.
Reason Codes
Allows agents to enter a numeric code that describes their reason for entering the AUX work
state or for logging out of the system. Cannot be set to y if the Expert Agent Selection (EAS)
field is n.
Service Level Maximizer
Allows an administrator to define a service level whereby X% of calls are answered in Y
seconds. When Service Level Maximizer (SLM) is active, the software verifies that inbound calls
are matched with agents in a way that ensures that the administered service level is met. SLM
is used with Expert Agent Selection (EAS), and without Business Advocate. Call Center
Release must be 12 or later.
Service Observing (Basic)
Allows a specified user to observe an in-progress call on a listen-only or listen-and-talk basis.
Service Observing (Remote/By FAC)
Allows users to service observe calls from a remote location or a local station using this
feature's access codes.
1544 Administrator Guide for Avaya Communication Manager