The Communication Manager system in which you have added the agent.

The identifier for the Logical Agent as entered in the command line. This is a display-only field.

The agent template.

The 27-character string name of the agent. Any alphanumeric character is valid. By default, this field is blank.

The agent attribute.

The option to use this extension as a port for an Auto Available Split/Skill. By default, this check box is clear. This option is intended for communication server adjunct equipment ports only, not human agents.

The option to count After Call Work (ACW) as idle time. The valid entries are System, Yes, and No. Select Yes to include ACW agents in the Most-Idle Agent queue. Select No to exclude ACW agents from the queue.

The option to use this extension as a port for AUDIX. By default, this check box is clear.

The name of the AUDIX Messaging System.

The options are:

• The messaging system used for LWC Reception.

• The messaging system that provides coverage for this Agent LoginID.

• Blank, the default value.

When using EAS, the auto answer setting of the agent applies to the endpoint where the agent logs in. If the auto answer setting for that endpoint is different, the agent setting overrides the endpoint setting. One of the following is a valid entry:

• All. Immediately sends all ACD and non-ACD calls to the agent. The endpoint is also given a single ring while a non-ACD call is connected. You can use the ringer-off button to prevent the ring when the feature-related system parameter, Allow Ringer-off with Auto-Answer, is set to y.

• acd. Only ACD split /skill calls and direct agent calls go to auto answer. If this field is set to acd, non-ACD calls terminated to the agent ring audibly.

• none. All calls terminated to this agent receive an audible ringing. This is the default setting.

• station. Auto answer for the agent is controlled by the auto answer field on the Endpoint screen.

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.

The options are:

• System: Communication Manager uses the system-wide field settings.

• Yes: Communication Manager keeps or places agents in the MIA queue while they are in AUX work.

• No: Communication Manager excludes AUX agents from the MIA queue while they are in AUX work. The No value matches the legacy Communication Manager functionality.

Determines how agents enter reason codes when entering AUX work. One of the following is a valid entry:

• system. Settings assigned on the Feature Related System Parameters screen apply. This is the default setting.

• none. You do not want an agent to enter a reason code when entering AUX work.

• requested. You want an agent to enter a reason code when entering AUX mode but do not want to force the agent to do so. To enter this value, the reason codes and EAS on the System-Parameters Customer-Options screen must be set to y.

• forced. You want to force an agent to enter a reason code when entering AUX mode. To enter this value, the Reason Codes and EAS on the System-Parameters Customer-Options screen must be set to y.

Determines which call an agent receives next when calls are in queue. When calls are in queue and an agent becomes available, any of the following entries is valid:

• skill-level. Delivers the oldest, highest priority calls waiting for the highest-level agent skill.

• greatest-need. Delivers the oldest, highest priority calls waiting for any agent skill.

• percent-allocation. Delivers a call from the skill that will otherwise deviate most from its administered allocation. Percent-allocation is available only with Avaya Business Advocate software.

For more information, see Avaya Business Advocate User Guide.

The skill tenant number to match the tenant number.

The Class Of Restriction (COR) for the agent. Valid entries range from 0 to 995. The default entry is 1.

The coverage path number used by calls to the LoginID. A valid entry is a path number from 1 to 999, time of day table t1 to t999, or blank by default. Coverage path is used when the agent is logged out, busy, or does not answer calls.

The option to direct agent calls to override the percent-allocation call selection method and be delivered before other ACD calls. Clear the check box if you want to treat direct agent calls as other ACD calls. This field replaces the Service Objective field when percent-allocation is entered in the Call Handling Preference field. For more information, see Avaya Business Advocate User Guide.

The number of the skill used to handle Direct Agent calls. A valid entry can range from 1 to 2000, or blank. The default setting is blank.

Enables the Forced Agent Logout by Clock Time feature by administering a time of day to automatically log out agents using an hour and minute field. A valid entry for the hour field ranges from 01 to 23. A valid entry for the minute field is 00, 15, 30, or 45. The default is blank (not administered). Examples are: 15:00, 18:15, 20:30, 23:45.

When you enable the (SA8569) - No Service Observing Tone Heard by Agent field on the Special Application form, the system enables the Hears Service Observing Tone field.

The tenant calling permissions.

The option to administer Local Preference Distribution to handle agent-surplus conditions, call-surplus conditions, or both. Use this field to administer call-surplus conditions. To set up an algorithm for agent-surplus conditions, set the Local Agent Preference field on the Hunt Group screen. You can select this check box only if the Call Center Release field is set to 3.0 or later and the Multiple Locations customer option is active.

Use to include the Agent LoginID CPN and Name field in ISDN and SIP messaging over network facilities. By default, the check box is clear, indicating that the physical endpoint extension CPN and Name is sent. If you set the Send Name to n or r (restricted) on the ISDN Trunk Group screen, the calling party name and number is sent.

Determines how agents enter reason codes. One of the following is a valid entry:

• System. Settings assigned on the Feature Related System Parameters screen apply. This is the default entry.

• Requested. You want an agent to enter a reason code when logging out but do not want to force the agent to do this. To enter this value, the reason codes and EAS on the System-Parameters Customer-Options screen must be set to y.

• Forced. You want to force an agent to enter a reason code when logging out. To enter this value, the Reason Codes and EAS on the System-Parameters Customer-Options screen must be set to y.

• None. You do not want an agent to enter a reason code when logging out.

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.

Indicates whether the terminal can receive Leave Word Calling (LWC) messages. One of the following is a valid entry:

• audix

• msa-spe. This is the default entry.

• none

Sets the maximum time the agent can be in ACW on a per agent basis. One of the following is a valid entry:

• system. This is the default entry. Settings assigned on the Feature Related System Parameters screen apply.

• none. ACW timeout does not apply to this agent.

• 30-9999 sec. Indicates a specific timeout period. This setting will take precedence over the system setting for maximum time in ACW.

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.

The options are:

• System

• Yes

• No

When you configure agent information, if the localized display name contains multiscript language characters, you must set the then multibyte language or locale. You can set the locale using the Multibyte Language field.

This field is available for Communication Manager Release 7.1.3.6 and Release 8.1.2 and later. However, System Manager Release 8.1.2 displays this field on the Agent add/edit page if you select Communication Manager Release 7.1 and later. If the MWI Served User Type field is administered on System Manager and Communication Manager Release does not have the value in this field, you can create Agent but the system operations will be unaffected.

Controls the auditing of a served user’s message waiting indicator (MWI).

The options are:

• None: The served user’s MWI is not audited. The user's MWI is not audited if the user is not served by an fp-mwi, qsig-mwi, or sip-adjunct message center.

• fp-mwi: The agent is a served user of an fp-mwi message center.

• qsig-mwi: The agent is a served user of a qsig-mwi message center.

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

The percentage for each of the agent skills if the call handling preference is percent-allocation. 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.

The password the agent must enter upon login. Displayed only if both the AAS and AUDIX check boxes are clear. A valid entry is a digit ranging from 0 through 9. Enter the minimum number of digits in this field specified by the Minimum Agent-LoginID Password Length field on the Feature-Related System Parameters screen. By default, this field is blank.

Confirms the password the agent entered in the Password field during login. Displayed only if both the AAS and the AUDIX check boxes are clear. By default, this field is blank.

The assigned extension for the AAS or AUDIX port. The values are displayed only if either the AAS or AUDIX check box is selected. This extension cannot be a VDN or an Agent LoginID. By default, this field is blank.

The reserve level to be assigned to the agent for the skill with the Business Advocate Service Level Supervisor feature 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, n, or blank for no reserve or interruptible level, where,

• a is auto-in-interrupt

• m is manual-in-interrupt

• n is notify-interrupt

Changes to this field take effect the next time the agent logs in. Values of 1 and 2 are allowed only if Business Advocate is enabled. A skill level cannot be assigned with a reserve level setting. Reserve level set to 1 or 2 defines the EWT threshold level for the agent to be added to the assigned skill as a reserve agent. When the EWT for this skill reaches the corresponding threshold set on the Hunt Group screen, this skill gets this skill gets automatically added to the logged in skills of the agents. Agents are delivered calls from this skill until the skill EWT drops below the assigned overload threshold. Use the Interruptible Aux functionality to help meet service level targets by requesting agents who are on break to become available when the service level target is not being met. For more information on Service Level Supervisor, see Avaya Business Advocate User Guide.

The option to administer Service Objective. Service Objective is administered on the Hunt Group screen and the agent LoginID screen. This field is displayed only when Call Handling Preference is set to greatest-need or skill-level. The communication server selects calls for agents according to the ratio of Predicted Wait Time (PWT) or Current Wait Time (CWT) and the administered service objective for the skill. Service Objective is part of the Avaya Business Advocate software.

The Skill Hunt Groups that an agent handles. The same skill cannot be entered twice. You have the following options:

• If EAS-PHD is not optioned, enter up to four skills.

• If EAS-PHD is optioned, enter up to 20 or 60 skills depending on the platform.

A skill level for each of an agent assigned skills. If you specify the EAS-PHD option, 16 priority levels are available. If you do not specify this option, two priority levels are available.

The tenant partition number. A valid entry ranges from 1 to 100. The default is 1.

Completes the action you initiate.

Performs the action at the chosen time.

Clears the action and resets the field.

Clears all entries.

Allows you to edit the fields in the page.

Enabling automatic logout and login after you commit a change. After automatic logout and login, the change you made takes immediate effect.

Scheduling automatic logout and login every time you edit an agent property.

Completes your current action and takes you to the subsequent page.

Cancels your current action and takes you to the previous page.

Performs the action you initiate real time.