General

Skill Number

Unique identifier used for a skill. The value range is 1 through 15,000.

Skill Name

Skill name. You can type a maximum of 35 Unicode characters.

Skill Type

Sets an agent selection method for ACD calls.

The options are:

Calls Warning Threshold

When the configured number of calls is reached, Avaya Contact Center – Extended Capacity notifies agents with the QStats feature enabled.

The contact center notifies the agents when the threshold for the maximum number of calls in a queue has been reached. You can type a value from 1 to 999.

For more information about the QStats feature, refer to the feature overview section in Avaya Contact Center – Extended Capacity Solution Description.

Time Warning Threshold

The contact center notifies the agents when the threshold for the maximum time in seconds for the oldest call in a queue has been reached. You can type a value from 1 to 999.

The maximum time in seconds for the oldest call in a queue after which the contact center notifies the agents with the QStats feature enabled that the threshold has been reached.

Avaya Contact Center – Extended Capacity can use the threshold value for other operations, such as routing calls to the agents in Aux mode.

Service Level Target (% in sec)

Determines the percentage of all calls that the agents assigned with the skill must answer during the specified time period. You can type a value from 1 to 99 for call percentage and a value from 1 to 9,999 for a number of seconds.

Supervisor Extension

Agent supervisor extension number. The extension number cannot be a Vector Directory Number (VDN).

Forced Entry of Call Work Codes?

Determines if an agent must enter a call work code for each ACD call before changing the work mode from After Call Work (ACW) to Manual-In.

Timed ACW Interval (sec)

Sets a time interval in seconds during which an agent in auto-in work remains in ACW mode after a call drops. When the time interval expires, the agent automatically becomes available.

You can type a value from 1 to 9,999.

For more information about ACW mode, see the features section in Avaya Contact Center – Extended Capacity Solution Description.

Interruptible Aux Threshold

Determines when the contact center notifies the agents in Aux mode and makes them available for calls.

The options are:

For more information about the Interruptible Aux feature, refer to the feature overview section in Avaya Contact Center – Extended Capacity Solution Description.

Interruptible Aux Deactivation Threshold

Sets a call threshold when the contact center disables Interruptible Aux and turns off agent notifications. You must set the deactivation call threshold to a lower value than the Interruptible Aux threshold.

Allowed values depend on the option selected for Interruptible Aux Threshold:

Advanced

Music on Hold

Determines which audio file the caller hears when the call is on hold. You can select one of the .wav files uploaded on the Announcements screen of the Contact Center tab.

Expression

Channel Type

AI Pairing

Routes calls to agents using the AI Pairing algorithm which selects agents based on the collected data for previous calls.

The options are:

CALL DISPOSITIONS

Sr. No.

Avaya Contact Center – Extended Capacity automatically displays a serial number when you add a call disposition.

Disposition

RONA Parameters

Redirect on No Answer (rings)

Determines the number of rings for an incoming call after which the Routing Core Server redirects the call.

You can type a value from 1 to 20.

Redirect on No Answer to VDN

Specifies the VDN for redirecting calls. You can select one of the VDNs from the VDNs pane on the right.

Retain Active VDN Context

Determines if the Routing Core Server retains the name of the original VDN or a VDN to which the contact center redirected the call. If you select the check box, the call retains the original VDN name.

Redirect on IP Failure to VDN

Specifies the VDN for redirecting calls due to an IP failure. For example, the Routing Core Server redirects a call that could not reach the agent due to a network issue.

You can select one of the VDNs from the VDNs pane on the right.

Rona on IPF To VDN Active Context

Determines if in case of an IP failure the Routing Core Server retains the name of the original VDN or a VDN to which the contact center redirected the call. If you select the check box, the call retains the original VDN name.