Lucent Technologies CentreVu Explorer II, User Manual

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CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-18
The Logical Agent capability allows agents to
be called by dialing their login IDs. Calls to
login IDs may be treated as direct agent ACD
calls, given the proper class of restriction, or
may be treated as extension (personal) calls.
Treating the calls as direct agent calls can be
used to help distinguish business-related from
personal calls.
LOGOFF An agent work mode indicating that an agent
has logged out and is not available to take
ACD calls.
LOGON An agent work mode indicating that an agent
logged in or is staffed.
Logout Reason
Codes Logout reason codes enable an agent to
specify the reason for logging out, such as the
end of a shift or training.
Manual In (MI) An ACD work mode. The Manual In (MI) mode
makes the agent available to receive an ACD
call and automatically places the agent into the
ACW state upon release from the call.
MCH See
Multiple Call Handling.
Measured A term that means an ACD element (agent,
split/skill, trunk, trunk group, vector, VDN) has
been identified to the switch of interest to the
CentreVu CMS. The switch sends messages
to
CentreVu CMS only for ACD elements that
are measured. If the ACD element is not
measured on the switch, no data is collected.