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Avaya IP Agent Installation and User Guide for Citrix June 2007
157
Basic Conference A mode of joining multiple parties to the same call. Up to five parties can be
added, for a total of six on a call. The agent selects Conference, dials the
number through the keyboard, talks to the party, and selects Conference again.
See also Enhanced Conference.
Basic Transfer A transfer mode that sends the current call to another telephone number or
extension. The agent remains on the line until the call is answered and can
announce the call. See also Enhanced Transfer and Unsupervised Transfer.
Call appearance A call connected to an extension. Most telephone types can support multiple
call appearances simultaneously. Each call appearance is represented with a
Call Information Panel in the main window.
Call Information
Panel (CIP)
A single panel (40-character display) that displays information about a single
call, such as caller name, call duration, status icon, and control buttons, such as
Answer/Release and Reconnect.
Call Prompting An Avaya communication server feature that routes incoming calls based on
information entered by the calling party, such as an account number. The caller
is prompted to select options from those listed in an announcement. See
Prompted digits for related information.
Call Work Code A numeric sequence, up to 16 digits, entered by an agent that identifies the type
of call received by the agent. These codes are user-defined and administered
on the Avaya communication server.
CIP See Call Information Panel (CIP).
Circuit pack Expansion modules that can be used to expand a DEFINITY, MultiVantage, or
Communication Manager server. For Avaya IP Agent, the required circuit packs
are related to IP communications.
Comma-separated
values
Fields and records in a text file that are delimited by commas. This is a simple
form of a database.
Communication
Manager
The software used in Avaya communication servers. Communication Manager
systems succeed and surpass DEFINITY and MultiVantage systems.
Communication
server
A general term for Avaya DEFINITY, MultiVantage, and Communication
Manager systems.
Conference See Basic Conference or Enhanced Conference.
Connected A trunk state in which a caller and an agent are able to converse on an ACD
call.
Contact center A location where communications are received and placed. These
communications can be telephone calls, e-mail, Web-based instant messaging,
and others.
DDE See Dynamic Data Exchange (DDE).