The Communication Manager that the agent is assigned to.

The name of the agent template. You can enter the name of your choice in this field.

The Communication Manager version of the agent template.

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 have agents who are in ACW included 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.

You have the following options:

• Enter the name of the messaging system used for LWC Reception

• Enter the name of the messaging system that provides coverage for this Agent LoginID

• Leave the field blank. This is the default setting.

When using EAS, the auto answer setting of the agent applies to the station where the agent logs in. If the auto answer setting for that station is different, the agent setting overrides the station setting. The valid entries are:

• all: Immediately sends all ACD and non-ACD calls to the agent. The station 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 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 Station screen.

Determines how agents enter reason codes when entering AUX work. The valid entries are:

• 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 toy.

• 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, the following entries are 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 Class Of Restriction 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. Valid entries are a path number from 1 to 999, time of day table t1 to t999, or blank (default). This 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. Valid entries 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. Valid entries for the hour field range from 01 to 23. Valid entries for the minute field are 00, 15, 30, and 45. The default is blank (not administered). Examples are: 15:00, 18:15, 20:30, 23:45.

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.

The option 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 station extension CPN and Name is sent. Send Name on the ISDN Trunk Group screen prevents sending the calling party name and number if set to n and may prevent sending it if set to r (restricted).

Determines how agents enter reason codes. The valid entries are:

• 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.

Indicates whether the terminal can receive Leave Word Calling (LWC) messages. The valid entries are:

• audix

• msa-spe. This is the default entry.

• none

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.

Sets the maximum time the agent can be in ACW on a per agent basis. The valid entries are:

• 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.

The valid entries are:

• System: The system-wide values apply. This is the default value.

• Yes: Removes an agent from the MIA queues for all the splits or skills for which an agent is available when the agent answers a call from any assigned splits or skills.

• No: Excludes ACW agents for the queue.

The name associated with the agent login ID

The attribute associated with the agent login ID.

The percentage for each of the agent’s skills if the call handling preference is percent-allocation. 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. Valid entries are digits 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: auto-in-interrupt

• m: manual-in-interrupt

• n: 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, agents automatically get this skill added to their logged in skills. Agents are delivered calls from this skill until the skill's EWT drops below the assigned overload threshold for that level. The Interruptible Aux feature is a way 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 security code required by users for specific system features and functions, including the following: Personal Station Access, Redirection of Calls Coverage Off-Net, Leave Word Calling, Extended Call Forwarding, Station Lock, Message Retrieval, Terminal Self-Administration, and Demand Printing. The required security code length is administered system-wide.

The Skill Hunt Groups that an agent handles. The same skill may not 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’s 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. Valid entries range from 1 to 100. The default is entry is 1.

Completes the action you initiate.

Clears all entries.

Completes your current action and returns to the subsequent page.

Cancels your current action and returns to the previous page.