Avaya DEFINITY Server CSI Maintenance Manual page 352

Maintenance Commands
The number of agents currently available to receive an Automatic Call
Avail
Distribution (ACD) call in this split. Agents are in either the Auto-in or
Manual-in work modes and are not currently on a call. If the agent is on
another split's call or in After Call Work (ACW) for another split, this agent
is not considered available and will not be recorded here. This field is
real-time status data.
The number of agents in this split currently on an Automatic Call
ACD
Distribution (ACD) call for this split. This includes ACD calls that are being
handled by this split that arrive as coverage from another split. This field
also includes outbound calls (Outgoing Call Manager) that are distributed
through the ACD. Note that if an agent puts an ACD call on hold, but does
not enter another state (for example, the agent does not enter the AVAIL
state), the agent will still be seen as in the ACD state. This field is real-time
status data.
The number of agents in this split currently in After Call Work (ACW) for
ACW
this split. This field is real-time status data.
The number of agents in this split currently in AUX work for this split. If an
AUX
agent is on another split's call or in After Call Work (ACW) for another split,
this agent is not considered in AUX work and will not be recorded here.
This field is real-time status data.
The number of agents in this split currently on non-ACD (Automatic Call
Extn
Distribution) calls, either incoming or outgoing directly to or from their
extensions. If the agents are also in After Call Work (ACW) or AUX they will
be recorded as Extn rather than ACW or AUX. This field is real-time status
data.
The number of agents in this split on another split's call or in After Call
Other
Split
Work (ACW) for another split. Only used if agents belong to multiple splits.
This field is real-time status data.
The name of the agent associated with the extension. If no name exists this
AGENT
field will be left blank. This field is translation data.
The extension of the agent. This field is translation data.
EXT
The current state of the agent for this split. This possible states are Avail,
STATE
ACD, ACW, AUX, Extn In, Extn Out, OtherSplit, and Unstaff. If an agent is
staffed, the agent must also be in one of the above states. This field is
real-time status data.
The clock time that the agent entered the current state in hours:minutes.
TIME
This field is real-time status data.
The number of Automatic Call Distribution (ACD) calls (inbound and
ACD CALLS
outbound), that the agent has completed for this split during the current
period (half hour or hour). The maximum number of calls is 255, and if this
maximum is exceeded, 255 is displayed. This field is measurement data.
352
Issue 5 October 2002
555-233-119