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Minimum Agent-LoginID Password Length
most idle agents (MIA)
across splits or skills
. . . . . . . . . . . . . . .
across splits/skills
. . . . . . . . . . . . . . . . .
MIA algorithm
. . . . . . . . . . . . . . . . . . . .
queues
. . . . . . . . . . . . . . . . . . . . . .
skills
. . . . . . . . . . . . . . . . . . . . .
splits
. . . . . . . . . . . . . . .
move agent requests
multiappearance phones
Agent Call Handling
Multiappearance Preselection and Preference
interactions
Automatic Call Distribution (ACD)
. . . . . . . . . . . . . . . . . . . .
Multimedia
Multiple Call Handling (MCH)
. . . . . . . . . . . . . . . . . .
applications
. . . . . . . . . . . . . . . . .
considerations
. . . . . . . . . . . . . . . . . . . .
example
. . . . . . . . . . . . . . . . . . . . .
forms
interactions
Agent Call Handling
call work codes (CWC)
direct agent calling (DAC)
Expert Agent Selection (EAS)
Hold—Automatic
move agent while staffed
. . . . . . . . . . . . . . . .
nonACD calls
. . . . . . . . . . . . . . . . . . .
queues
Redirection on No Answer (RONA)
restricted line appearance
Service Observing
. . . . . . . . . . . . . . . .
stroke counts
settings
. . . . . . . . . . . . . . . .
many forced
on request splits/skills
. . . . . . . . . . . . . . . . .
one forced
one per skill MCH
. . . . . . . . . . . . . . . . . .
work modes
multiple splits, see under splits
. . . . . . . . . . . . . . . . . . . . . . .
Music
. . . . . . . . . . . . . . . . . .
music on delay
Music on Hold Access
interactions
Redirection on No Answer (RONA)
Service Observing
Voice Response Integration (VRI)
. . . . . . . . . . . . . . . .
Music/Tone on Hold
. . . . .
. . . . . . . . . . . . . .
. . . . . . . . . . . . . .
. . . . . .
. . . . . . . . .
177-182
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. . . 182,
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294
N
35
. . . . . . 283, 289, 293, 301, 305, 316,
Name
86
National Customer Care Center Support Line
150
NATO timers
63
Network Redirct
151
Next buttons
151
Next Format Number
235
Night Service
hunt group night service
66
Automatic Call Distribution (ACD)
interactions
Basic Call Management System (BCMS)
90
Call Vectoring
302
Service Observing
177
VDN in a Coverage Path
180
night station service
179
Redirection on No Answer (RONA)
177
nonACD calls
nonvector controlled splits, see under splits
. . . . . . . . . . . 289, 301, 305, 321,
72
Number
Number of Intervals
181
number of queued calls (NQC)
181
hunt groups
177
180
O
181
181
Object Type
181
Observe on Agent Answer
oldest queued times (OQT)
215
Overload Thresholds
182
235
181
P
. . . . . . . . . . . . . . . . . . . . . . .
PA
179
. . . . . . . . . . . . . . . . . . . . . . .
PAD
178
. . . . . . . . . . . . . . . . . . . .
Password
178
Path Replacement
Percent Allocation
178
where administered
180
Percent Allocation Distribution (PAD)
. . . . . . . . . . . . . . . . . . . . . .
Period
129
Personal CO lines (PCOL)
235
interactions
VDN in a Coverage Path
Phone Display
215
interactions
235
Automatic Call Distribution (ACD)
268
phones
129
button assignments
. . . . . . . . . . . . . . . . . . .
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. . . . . . . . . . . . . . 117,
. . . . . . . . 139, 142, 145,
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Issue 1.0 May 2003
321
. . . .
16
217
290
276
325
. . . . . . .
90
. . .
93
135
235
254
. . . . .
216
181
322
326
200
325
319
200
140
287
139
286
176
287
139
. . . 80, 142,
146
328
254
. . . . . . .
91
69
445
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