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Assist
156 Avaya IP Agent Installation and User Guide for Citrix June 2007
Assist Allows an agent to request assistance (whether on an active ACD call or not)
from the split or skill supervisor by pressing the Assist button or by putting the
call on hold and dialing the Assist feature access code, followed by the split
group number. The agent must be logged into the split or skill.
Auto-answer An Avaya communication server feature where calls directed to an agent are
connected without any action required on the part of the agent. An agent can
begin conversing with the other party without having to accept the call by
activating a call appearance or releasing the switch hook.
Autodial A telephone feature where a single button is used to dial a complete telephone
number.
Auto-In An ACD work mode. In the Auto-In mode, when an agent disconnects from a
call, that agent is automatically available to receive another ACD call.
Automatic Call
Distribution (ACD)
A method of call distribution where EAS agents are placed in groups called
skills. An EAS agent can be logged into up to 20 skills simultaneously. EAS
distributes calls to the extension of an agent that possesses the necessary skill.
Automatic Number
Identification (ANI)
A service that provides the telephone number of an incoming call.
AutoPlay A Microsoft Windows feature that causes an application on a CD-ROM to run
without any user interaction as soon as the CD-ROM is inserted into the drive.
AUX See Auxiliary Work (AUX) mode.
AUX RC See Auxiliary Reason Code (AUX RC).
Auxiliary Reason
Code (AUX RC)
A numeric code that describes the reason for entering the AUX work mode,
such as lunch or meetings. This Expert Agent Selection (EAS) feature enables
a contact center to track the time of an agent more precisely.
Auxiliary Work
(AUX) mode
An ACD agent work mode indicating that the agent is unavailable (for example,
observing a pre-defined period of inactivity or in training) to receive an ACD
call.
Available An agent state in which the agent is able to accept an ACD call. This is a
sub-state of the Auto-In and Manual-In modes.
Avaya
communication
server
A DEFINITY, MultiVantage, or Communication Manager system. These
systems receive and distribute communications throughout a contact center.
Avaya IP Softphone Avaya IP Softphone is an Avaya product that enables you to log in to an Avaya
communication server as an extension. Avaya IP Softphone does not support
agent login and cannot co-reside with Avaya IP Agent.
Bandwidth The maximum number of digital bits that can pass through a communications
channel every second. For example, Ethernet 10BaseT has a maximum
bandwidth of 10 megabits per second.