Table of Contents
Advertisement
Intercom—Dial
interactions
Automatic Call Distribution (ACD)
. . . . . . . . . . . . . . . . . .
Interflow VDN
Interflow-qpos EWT Threshold
Internal Automatic Answer (IAA)
interactions
Automatic Call Distribution (ACD)
Inter-PBX Attendant Service (IAS)
interactions
. . . . . . . . . . . . . . .
Call Vectoring
. . . . . . . . . . . .
Intraflow and Interflow
ACD call redirection options
interactions
Automatic Call Distribution (ACD)
. . . . . . . . . . . . . . .
Call Coverage
. . . . . . . . . . . . . . .
Call Vectoring
Temporary Bridged Appearance
IP trunk member port-ID
trunk member port ID conversion
ISDN
interactions
Voice Response Integration (VRI)
L
. . . . . . . . . . . . . . . . . . . . . . .
LAI
Least Occupied Agent (LOA)
. . . . . . . . . . . . . .
where administered
Leave Word Calling (LWC)
interactions
. . . . . . . . . . . . . . .
Call Vectoring
Expert Agent Selection (EAS)
Service Observing
. . . . . . . . . . . . . . . . . . . . . . .
LOA
. . . . . . . . . . . . . . . . . .
Location Name
. . . . . . . . . . . . . . . . .
Location Number
. . . . . . . . . . . . . . . . . . . . . 289,
Lock
. . . . . . . . . . . . . . . . .
logical agent IDs
. . . . . . . . . . . . . . . . . . . 283,
Login ID
LoginID for ISDN Display
logins
. . . . . . . . . . . . . . .
Agent Call Handling
Auto Available Split (AAS)
Automatic Call Distribution (ACD)
Expert Agent Selection (EAS)
. . . . . . . . . . . . . . . . . . . . . .
Logout
Logout Reason Code Type
444 Communication Manager Guide to ACD Call Centers
. . . . . . .
. . . . . . . . . .
. . . . . . .
167-170
. . . . . . . . . .
. . . . . . .
. . . . . .
. . . . . . .
. . . . .
. . . . . . . . . . .
. . . . . . .
. . . . . . . . . . . . .
. . . . . . . . . . . . .
. . . . . . . . . . . .
. . . . . . . .
. . . . . . . . .
. . . . . . . . . . . .
logouts (agent)
Agent Call Handling
90
Auto Available Split (AAS)
290
Automatic Call Distribution (ACD)
296
AUX Reason Codes
Redirection on No Answer (RONA)
Look Ahead Interflow (LAI)
90
see also Call Vectoring
interactions
AAR and ARS
135
Agent Terminal Display
Attendant Control of Trunk Group Access
167
Authorization Codes
Basic Call Management System (BCMS)
90
Call Detail Recording (CDR)
170
Call Prompting
135
Centralized Attendant Service (CAS)
170
Expert Agent Selection (EAS)
Facility Restriction Levels (FRL) and Traveling
122
Class Marks (TCM)
Inbound Call Management (ICM)
Service Observing
267
Trunk to Trunk Transfer
VDN of Origin Announcement (VOA)
VDN Override
303
Voice Response Integration (VRI)
150
testing
139
Look-Ahead Interflow
interactions
VDN in a Coverage Path
135
LWC Reception
155
235
M
139
289
manual answer, see under agents
289
manual-in work modes
302
Maximum Suppression Time
224
Measured
292
MEGACOM 800 service
285
message centers
Redirection on No Answer (RONA)
61
Voice Response Integration (VRI)
74
message collection options
61
Message Waiting Lamp Indicates Status For
151
message waiting lights
Expert Agent Selection (EAS)
.311
298
Messaging Server
Messaging Server Name for Messaging
MIA Across Splits or Skills
. . . . . . . . . . . . . . .
. . . . . . . . . . . .
. . . . . . . . . . . . . .
. . . . 171-176, 183,
. . . . . . . . . . . . . . .
. . . . . . . . . . .
. . . . . . . . . . . .
. . . . . . . . . . . . . . .
. . . . . . . . . . . .
. . . . . . . . . . . . .
. . . . . . . . . .
. . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . .
. . . . . . . . . .
. . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . .
. . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . .
. . . . . . . . . . . .
. . . . . . . . .
. . . . . . . . . . . . . . . .
. . . . . . . . . . . . .
61
75
. . . . . . . . .
61
203
. . . . . . .
210
218
173
173
. .
174
174
. .
174
. . . . . . . .
174
175
. . . .
175
. . . . . . . .
155
175
. . . . . .
175
235
176
. . . .
261
176
. . . . . .
268
172
254
285
63
289
317
88
. . . . . . .
215
. . . . . . .
268
125
. . . .
295
155
318
. . . . . .
285
298
Advertisement
Table of Contents
