Screen Reference
Hunt Group
906
Administrator’s Guide for Avaya Communication Manager
November 2003
Dynamic Threshold Adjustment
Appears when the
ACD
and
Service Level Supervisor
fields on the Hunt Group screen are y and the
Business Advocate
field is y on the System-Parameters Customer-Options screen.
Expected Call Handling Time (sec)
Appears if, on the System-Parameters Customer-Options screen, either the
Vectoring (Advanced
Routing)
or
Business Advocate
field is y. and, on the Hunt Group screen, the
ACD
field is y. .
Forced Entry of Stroke Counts or Call Work
Codes
Appears when the
ACD
field is y and
Controlling Adjunct
field is none.
Inflow Threshold (sec)
Appears only when the
ACD
and
Queue
fields are y and
Vector
field is n. Enter the number of seconds
that a call can remain in the queue before no more calls will be accepted by the queue. If 0 is entered, a
call is redirected to this split/skill only if there is an available agent.
Level 1 Threshold (sec)
Enter the number of seconds corresponding to the Expected Wait Time (EWT) you want to set for this
threshold. For example, if you enter 45 calls whose EWT exceeds 45 seconds will be classified as over
threshold 1. This field is used with Service Level Supervisor and only appears if the
Service Level
Supervisor
field is y.
Valid entries
Usage
y/n
Valid entries
Usage
1 to 9999 in
increments of 1
Establishes the number of seconds for expected call handling. This
value is used to initialize Expected Wait Time and is also used by
the CentreVu® Advocate Percent Allocation feature.
Valid entries
Usage
y/n
Enter y so either a Stroke Count or Call Work Code must be
entered for each call answered by an agent when in the Manual-In
mode.
Valid entries
Usage
0-999