Glossary of Terms
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I
Interaction Data Server
Interval
The amount of time, in minutes, between statistic
calculations. The interval, which is set in the
Interaction Data Server, can be any value between 1
and 60 minutes.
M
Manual-In (MI)
An ACD log-in mode that automatically places an
agent in After Call Work mode immediately after
disconnecting from a call.
MI (Manual-In)
See Manual In.
Mode
See Agent Mode.
MultiVantage
Software that extends the powerful functionality of
the Definity switch.
P
PBX
Private Branch Exchange. The switch located in
your building that controls what extension incoming
calls are "switched" to. A PBX offers a wide range
of features that a company can use to customize its
own telephone system.
R
Reason codes
A list of reasons that explain why an agent is logging
out or making themselves unavailable to receive
ACD calls. When an agent selects Auxiliary or
Logout work modes, they are forced to select a
reason for doing so. Reason codes are only available
with the Expert Agent Selection function.
S
Service level
The amount of time, in seconds, logged-in agents are
expected to take to answer calls.
Shift
An on-duty period for a group of agents. The shift
length, which is set in the Interaction Data Server,
can be any value between 1 and 24 hours.
Skill
An area of knowledge assigned to an agent, for
example, Customer Services, Sales or Accounts.
Skills are assigned through an agent's login ID code
in the Definity/MultiVantage/Avaya CM server.
Agents can be assigned up to 20 skills and each skill
is given a skill level between 1 and 16. Calls to a
specific skill are routed to the agent with the highest
skill level.
Split
A group of agents with knowledge of a certain
service, eg, Customer Services, Sales, Accounts.
Calls to a specific split are automatically distributed
among the agents logged into that split. A call to a
busy extension re-routes to an idle extension in the
group. Agents log into a maximum of four splits.
Switch
A private switching system providing voice-only or
voice and data communications services (including
access to public and private networks) for a group of
telephones within a single premises.
T
Telephony Server
The server running Avaya Computer Telephony
server software that integrates voice and data
between your Definity/MultiVantage/Avaya CM
server and your business application environment.
Also known as the Avaya CT Server.
Threshold
A set of alerts with display and behavioral attributes
that, when assigned to a Wallboard parameter, can
bring statistics outside the expected range to the
user's attention.
V
VDN
See Vector Directory Number.
Vector Directory Number (VDN)
An extension number that receives calls from
assigned automatic-in trunk groups, other vectors or
extensions connected to the switch, and connects
those calls to a vector for processing.