Avaya Business Advocate (Category A only)
Issue 1.0 May 2003
139
Administering Advocate
Based on the needs and challenges of your contact center, you will determine which
combination of call and agent selection will give you the best results and administer those
methods on the communication server. See the
Call and agent selection
on page 141
section for information about these decisions.
You need to make several decisions about how to implement Advocate. Some of these
decisions affect your contact center system wide, while others affect particular Vector
Directory Numbers (VDNs), skills, or agents.
The following table lists the features that are available with Advocate and Dynamic
Advocate, the level of impact for implementing those features, and where the features are
administered on the communication server.
Required forms – Avaya Business Advocate
Feature
Decision
level
Administered form
Least Occupied Agent:
●
LOA (Group Type)
Skill
●
Hunt Group form
●
ACW Considered Idle
System
●
Feature-Related System
Parameters form
Percent Allocation
:Percent Allocation (call handling
preference)
Agent
●
Agent LoginID form
PAD (group type)
Skill
●
Hunt Group form
●
Expected Call Handling Time
Skill
●
Hunt Group form
●
Dynamic Percentage Adjustment
Skill
●
Hunt Group form
●
Service Level Target
Skill
●
Hunt Group form
●
ACW Considered Idle?
System
●
Feature-Related System
Parameters form
●
Auto Reserve Agents
System
●
Feature-Related System
Parameters form
Dynamic Queue Position
Dynamic Queue Position
Skill
●
Hunt Group form
