Avaya IP Agent Installation And User Manual page 270

Agent Skill
Agent Skill
Agent work mode
Agent toolbar
Alternate Gatekeeper
Alternate User
Interface
Assist
Auto-answer
Autodial
Auto-In
Automatic Call
Distribution (ACD)
Automatic Number
Identification (ANI)
270 Avaya IP Agent Installation and User Guide
A centrally-defined attribute that is associated with an EAS ACD agent ID,
which represents a certain ability or assignment for that agent. An agent can
be assigned up to 20 skills. The meaning of each Agent Skill is customizable.
Examples of what could be considered skills are: the ability to speak a
particular language or the expertise to handle a certain product.
A feature of agent call handling. Agent work modes are the different call work
modes and call states an agent can be in (logins, logouts, After Call Work,
AUX, and so forth). Data about these states is displayed in the history log.
A toolbar that provides buttons for agent login and logout and agent modes,
such as Auto-In, Manual-In, and After Call Work.
A feature of Avaya communication servers that notifies IP endpoints of all IP
addresses for a network region. If communication fails with an IP address on
the Avaya communication server, Avaya IP Agent attempts to reconnect with
another IP address within the same network region.
Avaya IP Agent interfaces that use much less space on the Desktop than the
main window.
Allows an agent to request assistance (whether on an active ACD call or not)
from the split or skill supervisor by pressing the Assist button or by putting
the call on hold and dialing the Assist feature access code, followed by the
split group number. The agent must be logged into the split or skill.
An Avaya communication server feature where calls directed to an agent are
connected without any action required on the part of the agent. An agent can
begin conversing with the other party without having to accept the call by
activating a call appearance or releasing the switch hook.
A telephone feature where a single button is used to dial a complete
telephone number.
An ACD work mode. In the Auto-In mode, when an agent disconnects from a
call, that agent is automatically available to receive another ACD call.
A method of call distribution where EAS agents are placed in groups called
skills. An EAS agent can be logged into up to 20 skills simultaneously. EAS
distributes calls to the extension of an agent that possesses the necessary
skill.
A service that provides the telephone number of an incoming call.