Avaya IP Agent Installation And User Manual page 269

Glossary
Abbreviated Dial
Feature
ACD
Active Call
ACW
Add/Remove
Programs
After Call Work (ACW)
Agent
Agent greetings
Agent Mode
Allows the agent to store telephone numbers, that the agent selects, for
quicker and easier dialing by selecting a single button. Each number can be
a complete or partial telephone number, an extension number, or a trunk or
feature code.
See Automatic Call Distribution
A call appearance state where the voice (talk) path between two parties has
been connected.
See After Call Work (ACW).
A Microsoft Windows feature that allows you to remove programs that have
been installed on your computer. The Add/Remove Programs component is
found in the Control Panel.
An ACD agent work mode in which agents are performing tasks related to a
previously completed call. In this mode, the agents are unavailable to receive
ACD calls.
A person who receives calls that are delivered from a split or skill.
Recorded messages played by Avaya IP Agent when a call is received by an
agent. This feature is used to eliminate the need for an agent to repeat the
same statement for every call.
An agent logs into an Avaya communication server with a specific agent ID,
which is associated with certain assigned skills and configuration settings.
Do not confuse this with registering as an extension with the Avaya
communication server as an agent must first register as an extension before
logging in with an agent ID.
Logging in as an agent enables the Agent toolbar in the main window.
(ACD).
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