To use the extension as an Auto Available Split/Skill (AAS) port. Valid entries are y and n.

If you select y, Communication Manager clears the password. To select n, use the remove agent-loginid xxx command.

Use the field for adjunct equipment ports only, not for human agents.

To include agents who are in the After Call Work (ACW) mode in the Most Idle Agent (MIA) queue. Communication Manager counts the time in ACW as idle time. Valid entries are system, n, and y.

If you select n, Communication Manager excludes ACW agents from the MIA queue while they are in the ACW mode.

If you select y, Communication Manager keeps or places agents in the MIA queue while they are in the ACW mode.

If you select system, Communication Manager uses the systemwide field settings.

If you change the value of the ACW Agent Considered Idle field from the system-parameters features screen, agents must log out and log back in for the change to be reflected.

To include agents who are in the AUX mode in the Least Occupied Agent (LOA) queue. Valid entries are system, n, and y. The default value is system.

If you select n, Communication Manager excludes AUX agents from the LOA queue while they are in AUX work. The n value matches the legacy Communication Manager functionality.

If you select y, Communication Manager keeps or places agents in the LOA queue while they are in AUX work.

If you select system, Communication Manager uses the systemwide field settings.

If you change the value of the AUX Agent Remains in LOA Queue field from the system-parameters features screen, agents must log out and log back in for the change to be reflected.

To include agents who are in the AUX mode in the Most Idle Agent (MIA) queue. Communication Manager counts the time in AUX as idle time. Valid entries are system, n, and y. Default value is system.

If you select n, Communication Manager excludes AUX agents from the MIA queue while they are in AUX work. The n value matches the legacy Communication Manager functionality.

If you select y, Communication Manager keeps or places agents in the MIA queue while they are in AUX work.

If you select system, Communication Manager uses the system-wide field settings.

If you change the value of the AUX Agent Considered Idle (MIA) field from the system-parameters features screen, agents must log out and log back in for the change to be reflected.

To enter a character string that represents a combination of characteristics of that agent defined by the call center management for use in reporting.

The Attribute field is a 20-character alphanumeric field. The Attribute field can also be left blank. The contents of the Attribute field are sent to reporting, including CMS and Avaya IQ.

To use the extension as an Audio Information Exchange (AUDIX™) port.

Valid entries are y and n.

To perform one of the following actions:

• Type the name of the messaging system that stores Leave Word Calling (LWC) messages.

• Type the name of the messaging system that is the coverage point for this login ID.

You can also leave this field blank.

To determine agent settings.

If you use Expert Agent Selection (EAS), the option in this field applies to the station where the agent logs in. If the field option on the Station screen is different from the field option in this field, the agent setting overrides the station setting.

Valid entries are:

• all: Communication Manager sends all ACD and non-ACD calls to the agent. If you select y in the Allow Ringer-off with Auto-Answer field, agents can press ringer-off to prevent ringing.

• acd: Communication Manager sends only ACD and direct agent calls to the agent.

• none: This option is the default.

• station: Communication Manager uses the field option on the Station screen.

To determine whether agents must type a reason code when changing the work mode to Auxiliary (AUX) work.

• forced: To ensure that an agent types a reason code.

• none: To not use reason codes.

• requested: To request an agent to type a reason code.

• system: To use the system settings. This field option is the default.

To use the forced and requested field options, you must select y in the Reason Codes and Expert Agent Selection (EAS) fields on the System-Parameter Customer-Options screen.

To determine the call selection method for an agent during call surplus conditions.

Valid entries are:

• greatest-need: To select the oldest, highest priority call for any assigned skill.

• percent-allocation: To select calls based on the target allocation for each skill that you assign to an agent. This field option is applicable when you use Business Advocate.

• skill-level: To select the oldest, highest priority call waiting for the highest skill level when calls are in a queue and an agent becomes available. The default is skill-level.

To ensure that Communication Manager delivers calls based on Tenant Number (TN) assignments. Thus, agents within a tenant partition receive calls for skills in the same tenant partition.

Valid entries are y and n. The default is n.

If you select y, Communication Manager prevents skill assignment to a login ID when the tenant number of the login ID does not match the tenant number of the skill.

To use this field, ensure that the Tenant Partitioning field on the System-Parameters Customer-Options screen is y.

The associated field is available when the Check skill TN to match LoginID TN field value is y.

Use the associated field for extended inter-tenant call delivery where agents can receive calls for more than one TN.

If you grant tenant calling permissions to an agent, you can assign skills with TNs for which the agent can receive calls.

To assign a Class of Restriction (COR) number to the login ID.

Valid entries are 0 to 995. The default is 1.

To assign a coverage path for calls to the login ID.

Valid entries are:

• Path number from 1 to 999.

• Time of day table from t1 to t999.

You can also leave this field blank.

Communication Manager uses the coverage path when an agent is logged out of the system, that is, the agent is unstaffed, busy, or does not answer calls.

To override the Percent Allocation call selection method to deliver direct agent calls before other ACD calls. Valid entries are y and n.

The Direct Agent Calls First field replaces the Service Objective field when you select percent-allocation in the Call Handling Preference field.

To assign a skill number for handling direct agent calls. Valid entries are 1 to 8000 or blank.

To automatically log agents out of the system based on a timer.

Valid entries for the hour field are 01 to 23. Valid entries for the minute field are 00, 15, 30, and 45.

You can also leave this field blank.

To administer Location Preference Distribution for handling agent or call surplus conditions.

To set up an algorithm for agent surplus conditions, administer the Local Agent Preference field on the Hunt Group screen.

Valid entries are y or n. The default is n.

You can select y if the Call Center Release field is 3.0 or later and the field option in the Multiple Locations Customer field is y.

To view the identifier for a Logical Agent. This field is a display-only field.

To include the Agent LoginID Calling Party Number (CPN) and Name fields in ISDN and SIP messaging over network facilities.

If you select y, Communication Manager sends the physical station extension CPN and the name.

The Send Name on the ISDN Trunk Group screen prevents sending the calling party name and number if set to n and can prevent sending it if set to restricted.

To determine whether agents must type a reason code when logging out of the system.

Valid entries are:

• forced: To ensure that an agent types a reason code.

• none: To not use reason codes.

• requested: To request an agent to type a reason code.

• system: To use the system settings. This field option is the default.

To use the forced and requested field options, you must select y in the Reason Codes and Expert Agent Selection (EAS) fields on the System-Parameter Customer-Options screen.

Determines whether or not unanswered external call logs are available to end users. When external calls are not answered, Communication Manager keeps a record of up to 15 calls provided information on the caller identification is available. Each record consists of the latest call attempt date and time.

To determine the storage point for LWC messages.

Valid entries are:

• audix: To store LWC messages in an AUDIX™ system.

• none: To not store LWC messages.

• msa: To store LWC messages on Messaging Server Adjunct (MSA).

• spe. To store LWC messages in the system or on Switch Processor Element (SPE). The default is spe.

To determine the time in ACW after which the system logs an agent out.

• 30-9999: To assign an ACW timeout. This field option takes precedence over the system settings.

• none: To not apply an ACW timeout.

• system: To use the system settings. This field option is the default.

To perform one of the following actions:

• Type the name of the messaging system that stores Leave Word Calling (LWC) messages.

• Type the name of the messaging system that is the coverage point for this login ID.

You can also leave this field blank.

To remove an agent from the MIA queue for all splits or skills that the agent is available in when the agent answers a call from any assigned splits or skills.

Valid entries are system, n, and y.

If you change the value of the MIA Across Skills field from the system-parameters features screen, agents must log out and log back in for the change to be reflected.

Administers from which type of message center the user’s message waiting indicator (MWI) is interrogated, or whether the MWI is to be audited.

• Blank: The user’s MWI is not audited. The user's MWI is also not audited if the user is not a served by an fp-mwi or qsig-mwi message center.

• fp-mwl. The user is served by an fp-mwi message center.

• qsig-mwl. The user is served by a qsig-mwi message center.

• sip-adjunct. Use this option to audit the user's MWI.

The name of this agent. The can be up to 27 characters. Any alphanumeric character is valid. By default, the name is blank.

To assign up to nine digits as the password that an agent must enter when logging in to the system. Valid entries are from 0 to 9.

Type the minimum number of digits in this field specified by the Minimum Agent-LoginID Password Length field on the Feature-Related System Parameters screen.

This field is applicable if you select n in the AAS and AUDIX fields.

To ensure that an agent reenters the password.

This option is displayed only when Call Handling Preference is set to percent-allocation (PA). This is the percentage for each of the agent skills. A valid entry is a number from 1 to 100 for each skill. Entries for all the agent skills together must add up to 100%. Do not use target allocations for reserve skills. Percent Allocation is available as part of the Avaya Business Advocate software.

To type the assigned extension for an AAS or AUDIX port. This extension cannot be a VDN or an agent login ID.

The field is applicable if you enter y in the AAS field or the AUDIX field.

To assign a reserve level to the agent login ID for a skill with Service Level Supervisor (SLS) or the type of interruption with the Interruptible Aux work feature.

You can assign a reserve level of 1 or 2, or an interruptible level of a, m, or n where a=Auto-In-Interrupt, m=Manual-In-Interrupt, and n = Notify-Interrupt. For no reserve or interruptible level, leave the field blank.

Changes to this field take effect the next time the agent logs in to the system.

You can use the values 1 or 2 if the Business Advocate field is active for the system. A skill level cannot be assigned with a reserve level setting. RL set to 1 or 2 defines the Expected Wait Time (EWT) threshold level for the agent to be added to the assigned skill as a reserve agent.

When EWT for this skill reaches the corresponding threshold set on the Hunt Group screen, the system automatically adds this skill to logged-in agent skills. The system delivers calls from this skill to the agent, until the skill EWT drops below the assigned overload threshold for that level, or if Oldest Call Waiting (OCW) is used as a threshold.

Use the Interruptible Aux feature when the service-level target is not being met.

To enter the 4-digit security code or password for the Demand Print Messages feature. The default is blank.

To administer Service Objective on the Hunt Group and Agent LoginID screens.

This field is applicable when the Call Handling Preference field is set to greatest-need or skill-level.

Communication Manager selects the arriving ACD calls for staffed agents according to the ratio of Predicted Wait Time (PWT) or Current Wait Time (CWT) to the administered Service Objective for the skill.

To determine the skill level for each skill that you assign to an agent.

If you select n in the Expert Agent Selection - Preference Handling Distribution (EAS-PHD) field, you can use two priority levels.

If you select y in the Expert Agent Selection - Preference Handling Distribution (EAS-PHD) field, you can use 16 priority levels.

To assign skills to the agent login ID. Do not enter the same skill twice.

If you select n in the Expert Agent Selection - Preference Handling Distribution (EAS-PHD) field, you can assign up to 4 skills.

If you select y in the Expert Agent Selection - Preference Handling Distribution (EAS-PHD) field, you can assign up to 60 or 120 skills.

To assign a Tenant Partition number.

Valid entries are from 1 to 250.

This is a display-only field that indicates whether a Unicode name is assigned to the agent. The options are y or n. Changing the Name field does not change the Unicode name. You must use an external administration application such as Avaya Aura® System Manager to change the Unicode name.

For more information about Unicode language display, see Administering Avaya Aura® Communication Manager.

To specify the work mode the agent uses when the agent logs in to Avaya Experience Platform™ On-Prem.

Valid entries are:

• system: Agents log in to Avaya Experience Platform™ On-Prem in the work mode that has been specified on the EAS section on the Feature-Related System Parameters screen. This is a systemwide field setting.

• auto-in: Agents log in to Avaya Experience Platform™ On-Prem in the auto-in work mode and are available for an ACD call.

• manual-in: Agents log in to Avaya Experience Platform™ On-Prem in the manual-in work mode and are available for an ACD call.

• aux: Agents log in to Avaya Experience Platform™ On-Prem in the aux work mode and are unavailable for an ACD call.

To view the name administered for the agent.

To view whether the login ID is an Auto-Available Split/Skill (AAS) or an AUDIX™ port.

To view the call handling preference of the login ID.

To view the field option in the Direct Agent Skill field.

To view the physical extension. This field is blank if no agent is logged in to the system.

To view the skills and the skill levels of an agent.

To view the Class of Restriction (COR) assignments for an agent login ID.

To view the field option in the Service Objective field.