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Avaya 지원 사이트
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Administering Avaya Call Management System
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Notices
Introduction
Change history
CMS overview
Logical storage of ACD data
Structure of data in the database
ACD data tracking
Getting started with the CMS Supervisor client
Logging in to the CMS Supervisor Web Client
Changing your password in the Web Client
Setting preferences
Preferences tabs field descriptions
Common operational features of the PC Client
Before using the Options window
Controller features
Overview of the Controller
Toolbar
Status indicators
Status messages
Menu bar
General tab
Scripting tab
Report Colors tab
Creating a new report color scheme
Threshold Colors tab
Creating a new threshold color scheme
Name Format tab
Defining entity formats
Administering Dictionary names for call center entities
Dictionary permissions
Dictionary rules
Dictionary search options in the PC Client
Permissions required to search the Dictionary
Searching the Dictionary
Dictionary global search results
Administering ACD names in the Dictionary
Adding an ACD name in the Web Client
Modifying an ACD name in the Web Client
Deleting an ACD name in the Web Client
Adding an ACD name using the PC Client
Modifying an ACD name using the PC Client
Deleting an ACD name using the PC Client
Viewing ACD group information in the Dictionary
Considerations for ACD groups
Viewing the contents of an ACD group in the Web Client
Listing all ACD Groups using the PC Client
Viewing the contents of an ACD Group using the PC Client
Administering agent groups in the Dictionary
Agent group considerations
Adding an agent group in the Web Client
Adding agents to an agent group in the Web Client
Removing an individual agent from an agent group in the Web Client
Deleting multiple agents from an agent group in the Web Client
Copying an agent group in the Web Client
Deleting an agent group in the Web Client
Adding an agent group using the PC Client
Copying an agent group using the PC Client
Deleting an agent group using the PC Client
Listing agents in an agent group using the PC Client
Adding agents to an agent group using the PC Client
Deleting agents from an agent group using the PC Client
Administering agent string values in the Dictionary
Modifying agent string value descriptions in the Web Client
Modifying agent string value descriptions using the PC Client
Agent string value descriptions
Administering announcements in the Dictionary
Adding an announcement name in the Web Client
Modifying an announcement name in the Web Client
Deleting an announcement name in the Web Client
Viewing an announcement name using the PC Client
Listing all announcement names for an ACD using the PC Client
Adding an announcement name using the PC Client
Modifying an announcement name using the PC Client
Deleting an announcement name using the PC Client
Administering AUX reason codes in the Dictionary
Considerations for administering AUX reason codes
Adding an AUX reason code name in the Web Client
Modifying an AUX reason code name in the Web Client
Deleting an AUX reason code name in the Web Client
Viewing an AUX reason code name using the PC Client
Listing all AUX reason code names using the PC Client
Adding an AUX reason code name using the PC Client
Modifying an AUX reason code name using the PC Client
Deleting an AUX reason code name using the PC Client
Administering calculations in the Dictionary
Considerations for administering calculations
Adding a custom calculation in the Web Client
Modifying a custom calculation in the Web Client
Deleting a custom calculation in the Web Client
Viewing calculations using the PC Client
Listing all calculations using the PC Client
Adding a custom calculation using the PC Client
Modifying a custom calculation using the PC Client
Deleting a custom calculation using the PC Client
Administering call work codes in the Dictionary
Considerations for call work codes
Adding a name to a call work code in the Web Client
Modifying a call work code name in the Web Client
Deleting a call work code name in the Web Client
Viewing a call work code name using the PC Client
Listing all call work code names using the PC Client
Adding a name to a call work code using the PC Client
Modifying a call work code name using the PC Client
Deleting a call work code name using the PC Client
Administering constants in the Dictionary
Adding a constant in the Web Client
Modifying a constant in the Web Client
Deleting a constant in the Web Client
Viewing a constant using the PC Client
Listing all constants using the PC Client
Adding a constant using the PC Client
Modifying a constant using the PC Client
Deleting a constant using the PC Client
Administering custom database items in the Dictionary
Adding a custom database item in the Web Client
Modifying a custom database item in the Web Client
Deleting a custom database item in the Web Client
Viewing a custom database item using the PC Client
Listing all custom database items using the PC Client
Adding a custom database item using the PC Client
Modifying a custom database item using the PC Client
Deleting a custom database item using the PC Client
Generic string value synonyms in the Dictionary
Modifying generic string values in the Web Client
Viewing generic string values using the PC Client
Modifying generic string values using the PC Client
Administering location IDs in the Dictionary
Adding a location ID in the Web Client
Modifying a location ID in the Web Client
Deleting a location ID in the Web Client
Viewing a location ID using the PC Client
Listing all location IDs using the PC Client
Adding a location ID using the PC Client
Modifying a location ID using the PC Client
Deleting a location ID using the PC Client
Administering login ID names in the Dictionary
Considerations for using login ID names
Adding a login ID name in the Web Client
Modifying a login ID name in the Web Client
Deleting a login ID name in the Web Client
Adding a name to a login ID using the PC Client
Listing all login ID names using the PC Client
Adding a name to a login ID using the PC Client
Modifying a login ID name using the PC Client
Deleting a login ID name using the PC Client
Administering logout reason code names in the Dictionary
Adding a logout reason code name in the Web Client
Modifying a logout reason code name in the Web Client
Deleting a logout reason code name in the Web Client
Viewing a logout reason code name using the PC Client
Listing all logout reason code names using the PC Client
Adding a logout reason code name using the PC Client
Modifying a logout reason code name using the PC Client
Deleting a logout reason code name using the PC Client
Administering split/skill names in the Dictionary
Considerations for split/skill names
Adding a skill name in the Web Client
Modifying a skill name in the Web Client
Deleting a skill name in the Web Client
Viewing a split/skill name using the PC Client
Listing all split/skill names using the PC Client
Adding a split/skill name using the PC Client
Modifying a split/skill name using the PC Client
Deleting a split/skill name using the PC Client
Administering split/skill string values in the Dictionary
Considerations for split/skill string values
Modifying split/skill string values in the Web Client
Viewing split/skill string values using the PC Client
Modifying split/skill string values using the PC Client
Split/skill string value descriptions
Standard CMS database items in the Dictionary
Viewing standard CMS database items in the Web Client
Viewing a standard CMS database item using the PC Client
Viewing all standard CMS database items alphabetically using the PC Client
Administering tenants in the Dictionary
Before using tenant names
Adding a tenant name in the Web Client
Modifying a tenant name in the Web Client
Deleting a tenant name in the Web Client
Viewing a tenant name using the PC Client
Listing all tenant names using the PC Client
Adding a tenant name using the PC Client
Modifying a tenant name using the PC Client
Deleting a tenant name using the PC Client
Administering trunk group names in the Dictionary
Considerations for trunk group names
Adding a trunk group name in the Web Client
Modifying a trunk group name in the Web Client
Deleting a trunk group name in the Web Client
Viewing a trunk group name using the PC Client
Listing all trunk group names using the PC Client
Adding a trunk group name using the PC Client
Modifying a trunk group name using the PC Client
Deleting a trunk group name using the PC Client
Administering trunk string values in the Dictionary
Administering trunk string values in the Web Client
Administering trunk string values using the PC Client
Trunk string value descriptions
Administering VDN names in the Dictionary
Considerations for VDN naming
Adding a VDN name in the Web Client
Modifying a VDN name in the Web Client
Removing a VDN name in the Web Client
Viewing a VDN name using the PC Client
Listing all VDN names
Adding a VDN name using the PC Client
Modifying a VDN name using the PC Client
Deleting a VDN name using the PC Client
Administering vector names in the Dictionary
Considerations for vector names
Adding a vector name in the Web Client
Modifying a vector name in the Web Client
Deleting a vector name in the Web Client
Viewing a vector name using the PC Client
Listing all vector names using the PC Client
Adding a vector name using the PC Client
Modifying a vector name using the PC Client
Deleting a vector name using the PC Client
Administering call center features
ACD group administration
Considerations for administering ACD groups
Benefits of using ACD groups
Adding an ACD group in the Web Client
Adding an ACD to an ACD group in the Web Client
Deleting an ACD from an ACD group in the Web Client
Deleting an ACD group in the Web Client
Listing ACD groups using the PC Client
Viewing the contents of an ACD group using the PC Client
Adding an ACD group using the PC Client
Adding an ACD to an ACD group using the PC Client
Modifying an ACD group name using the PC Client
Deleting an ACD from an ACD group using the PC Client
Deleting an ACD group using the PC Client
Call work code administration
Considerations for call work codes
Adding call work codes in the Web Client
Removing a single call work code in the Web Client
Removing multiple call work codes in the Web Client
Viewing call work codes using the PC Client
Listing all call work codes using the PC Client
Adding call work codes using the PC Client
Deleting call work codes using the PC Client
Administration of VDN skill preferences
Split/skill call profile administration
Considerations for split/skill call profiles
Adding split/skill call profiles in the Web Client
Modifying a split/skill call profile in the Web Client
Removing a single split/skill profile in the Web client
Removing multiple split/skill profiles in the Web client
Viewing split/skill call profiles using the PC Client
Adding split/skill call profiles using the PC Client
Modifying a split/skill call profile using the PC Client
Deleting a split/skill call profile using the PC Client
About viewing trunk group assignments
Considerations for trunk group assignments
Viewing trunk group assignments using the Web Client
Viewing all trunk group assignments using the PC Client
Viewing a single trunk group assignment using the PC Client
Viewing a trunk group assignment by VDN or split using the PC Client
Administration of VDN assignments
Considerations for VDN assignments
Managing VDN assignments in the Web Client
Viewing VDN assignments using the PC Client
Listing VDNs associated with a vector using the PC Client
Administration of VDN call profiles
Considerations for administering VDN call profiles
Adding a VDN call profile in the Web Client
Modifying a VDN call profile in the Web Client
Removing an individual VDN call profile in the Web Client
Removing multiple VDN call profiles in the Web Client
Viewing a VDN call profile using the PC Client
Adding a VDN call profile using the PC Client
Modifying a VDN call profile using the PC Client
Deleting a VDN call profile using the PC Client
Administering a data summarization time zone using the PC Client
Data summarization time zone fields
Administering call center agents
Permissions for agent administration
Agent skill changes
Requirements and considerations for changing agent skills
Adding agent skills in the Web Client
Changing agent skills in the Web Client
Deleting agent skills in the Web Client
About changing agent skills using the PC Client
Changing agent skills using the PC Client
Changing call handling preference using the PC Client
Changing skills for direct agent calls using the PC Client
Changing the type associated with the skill using the PC Client
Changing the interrupt type associated with the skill using the PC Client
Removing skill assigned to the agent or template using the PC Client
Adding a skill to the agent or template using the PC Client
Specifying a new percent allocation using the PC Client
Assigning the top skill for the agent using the PC Client
Applying changes to multiple agents using the PC Client
Finishing making changes using the PC Client
Changing skill assignment for other agents or templates using the PC Client
Multi-agent skill changes
Considerations for multi-agent skill changes
Assigning a skill to multiple agents in the Web Client
Moving agents from one skill to another in the Web Client
Removing agents from a skill in the Web Client
Changing skills for multiple agents using the PC Client
Agent tracing
Viewing current agent trace states using the Web Client
Viewing current agent trace states using the PC Client
Activating agent tracing
Listing of traced agents
Listing agents traced using the Web Client
Listing agents traced using the PC Client
About administering splits using the PC Client
About changing extension split assignments
Before changing extension split assignments
Permissions required to change extension split assignments
Changing extension split assignments
Move extensions between splits
Before moving extensions between splits
Permissions required to move extensions between splits
Moving extensions between splits
About running a split members report
Permissions required to run a split members report
Running a split members report
Administering users and user permissions
Considerations for the User Permissions subsystem
Required permissions and example
User administration
Viewing CMS users
Viewing users using the Web Client
Viewing users using the PC Client
Adding a CMS user
Considerations for adding a CMS user
Adding a user from the Web Client
Adding a user from the PC Client
User data descriptions
Modifying CMS users
Considerations for modifying CMS users
Modifying a user from the Web Client
Modifying a user from the PC Client
Deleting CMS users
Considerations for deleting CMS users
Deleting a user from the Web Client
Deleting a user from the PC Client
Password management in the Web Client
Changing your password in the Web Client
Changing another user's password in the Web Client
CMS feature access
Considerations for administering access to CMS features
Managing feature access permissions in the Web Client
Viewing feature access permissions in the PC Client
Listing all feature access permissions in the PC Client
Modifying feature access permissions in the PC Client
Custom menu item assignments and access
Considerations for access permissions to custom menu items
Adding custom menu item access permissions in the Web Client
Modifying custom menu item access permissions in the Web Client
Viewing custom menu item access permissions in the PC Client
Listing all custom menu item access permissions in the PC Client
Assigning or modifying custom menu item access permissions in the PC Client
Access administration for splits and skills
Considerations for administering access to splits/skills
Adding split/skill permissions in the Web Client
Modifying split/skill permissions in the Web Client
Deleting split/skill permissions in the Web Client
Viewing split/skill permissions in the PC Client
Listing all split/skill user permissions in the PC Client
Adding split/skill permissions in the PC Client
Modifying split/skill permissions in the PC Client
Deleting split/skill permissions in the PC Client
Access administration for trunk group data
Considerations for administering access to trunk group data
Adding trunk group data permissions in the Web Client
Modifying trunk group data permissions in the Web Client
Deleting trunk group data permissions in the Web Client
Viewing trunk group data permissions in the PC Client
Listing all trunk group data permissions in the PC Client
Adding trunk group data permissions in the PC Client
Modifying trunk group data permissions in the PC Client
Deleting trunk group data permissions in the PC Client
ACD access permissions
Considerations for administering access to ACDs
Adding ACD access permissions in the Web Client
Modifying ACD access permissions in the Web Client
Deleting ACD access permissions in the Web Client
Viewing ACD permissions in the PC Client
Listing all ACD permissions in the PC Client
Adding ACD permissions in the PC Client
Modifying ACD permissions in the PC Client
Deleting ACD permissions in the PC Client
Vector access administration
Considerations for administering access to vector data
Adding vector access permissions in the Web Client
Modifying vector permissions in the Web Client
Deleting vector permissions in the Web Client
Viewing vector permissions in the PC Client
Listing all vector permissions in the PC Client
Adding vector permissions in the PC Client
Modifying vector permissions in the PC Client
Deleting vector permissions in the PC Client
VDN access administration
Considerations for administering access to VDN data
Adding VDN data user permissions using the Web Client
Modifying VDN permissions in the Web Client
Deleting VDN permissions in the Web Client
Viewing VDN permissions in the PC Client
Listing all VDN permissions in the PC Client
Adding VDN permissions in the PC Client
Modifying VDN permissions in the PC Client
Deleting VDN permissions in the PC Client
Access to tenant data
Considerations for administering access to tenant data
Adding tenant permissions in the Web Client
Modifying tenant permissions in the Web Client
Deleting tenant permissions in the Web Client
Administering access to tenant data using the PC Client
Tenant access operations using the PC Client
Administering exceptions
Types of exceptions
Exception capacities
Considerations for exception thresholds
Permissions for administering exceptions
About administering exception notification using the PC Client
Changing exception notification using the PC Client
Agent exceptions
Considerations for administering agent exceptions
Permissions required to administer agent exceptions
Administering agent exceptions in the Web Client
Adding agent exceptions using the PC Client
Modifying agent exceptions using the PC Client
Deleting agent exceptions using the PC Client
Agent exception descriptions
Split/skill exceptions
Considerations for split/skill exceptions
Permissions required to administer split/skill exceptions
Administering split/skill exceptions in the Web Client
Adding split/skill exceptions in the PC Client
Modifying split/skill exceptions in the PC Client
Deleting split/skill exceptions in the PC Client
Split/skill exception descriptions
Trunk group exceptions
Permissions required to administer trunk group exceptions
Administering trunk group exceptions in the Web Client
Adding trunk group exceptions in the PC Client
Modifying trunk group exceptions in the PC Client
Deleting trunk group exceptions in the PC Client
Trunk group exception descriptions
VDN exceptions
Considerations for administering VDN exceptions
Permissions required to administer VDN exceptions
Administering VDN exceptions in the Web Client
Adding VDN exceptions in the PC Client
Modifying VDN exceptions in the PC Client
Deleting VDN exceptions in the PC Client
VDN exception descriptions
Vector exceptions
Considerations for administering vector exceptions
Permissions required to administer vector exceptions
Administering vector exceptions in the Web Client
Adding vector exceptions in the PC Client
Modifying vector exceptions in the PC Client
Deleting vector exceptions using the PC Client
Vector exception definitions
Real-time exceptions log
Considerations for the real-time exceptions log
Viewing the real-time exceptions log using the Web Client
Viewing the real-time exceptions log using the PC Client
Managing tenant access
Tenancy examples
Prerequisite tasks for tenancy administration
Tenant user access restrictions
Working with tenant features in the Web Client
Adding agents to a tenant in the Web Client
Removing an individual agent from a tenant in the Web Client
Removing multiple agents from a tenant in the Web Client
Creating a tenant agent group in the Web Client
Adding agents to a tenant agent group in the Web Client
Removing an individual agent from a tenant agent group in the Web Client
Removing multiple agents from a tenant agent group in the Web Client
Copying a tenant agent group in the Web Client
Deleting a tenant agent group in the Web Client
Adding call work codes to a tenant in the Web Client
Removing an individual call work code from a tenant in the Web Client
Removing multiple call work codes from a tenant in the Web Client
Adding splits/skills to a tenant in the Web Client
Removing an individual split/skill from a tenant in the Web Client
Removing multiple splits/skills from a tenant in the Web Client
Adding trunk groups to a tenant in the Web Client
Removing an individual trunk group from a tenant in the Web Client
Removing multiple trunk groups from a tenant in the Web Client
Adding VDNs to a tenant in the Web Client
Removing an individual VDN from a tenant in the Web Client
Removing multiple VDNs from a tenant in the Web Client
Adding vectors to a tenant in the Web Client
Removing a vector from a tenant
Removing multiple vectors from a tenant in the Web Client
PC Client tenant administration sub-menus
Tenant Agent Assignment administrative operations
Tenant Agent Groups administrative operations
Tenant Call Work Code Assignment administrative operations
Tenant split/skill assignment
Tenant Trunk Group Assignment administrative operations
Tenant VDN Assignment administrative operations
Tenant Vector Assignment administrative operations
Configuring CMS system settings
Switch setup data
Considerations for viewing switch setup data
Viewing switch setup data in the Web Client
Viewing Switch Setup data using the PC Client
Listing all Switch Setup data using the PC Client
Pseudo-ACD administration
Considerations for administering pseudo-ACDs
Adding a pseudo-ACD in the Web Client
Deleting a pseudo-ACD in the Web Client
Viewing pseudo-ACDs using the PC Client
Adding a pseudo-ACD using the PC Client
Deleting a pseudo-ACD using the PC Client
About backing up data from a real ACD to load on a pseudo-ACD
Considerations for backing up data from a real ACD to load on a pseudo-ACD
Scenario for backing up data from a real ACD to load on a pseudo-ACD
About loading pseudo-ACD data
Considerations for loading pseudo-ACD data
Verifying that backup data can be read
Loading pseudo-ACD data in the Web Client
Loading pseudo-ACD data in the PC Client
Data storage allocation
Data storage allocation considerations
Viewing data storage allocation in the Web Client
Viewing Data Storage Allocation using the PC Client
Guidelines for modifying data storage allocation settings
Before modifying data storage allocation settings
Description of data storage allocation settings
About viewing free space allocation
Free space allocation considerations
Permissions required to view Free Space Allocation
Viewing free space allocation information in the Web Client
Viewing Free Space Allocation using the PC Client
Viewing Free Space Allocation detailed values using the PC Client
Storage interval administration
Considerations for administering storage intervals
Modifying storage interval settings in the Web Client
Managing storage interval settings in the PC Client
Viewing storage interval settings using the PC Client
Modifying the intrahour interval using the PC Client
Modifying the switch time zone using the PC Client
Modifying the data summarizing time settings using the PC Client
Administration of custom menu items
Adding a custom menu item from the Web Client
Modifying custom menu items using the Web Client
Deleting custom menu items using the Web Client
CMS operational states
Considerations for changing the CMS operational state
Changing the CMS operational state and master ACD in the Web Client
Changing the CMS operational state using the PC Client
Changing the master ACD using the PC Client
About turning data collection on and off
Before turning data collection on and off
Turning data collection on and off in the Web Client
Turning data collection on and off using the PC Client
About running data summarizing
Before running data summarizing
Running data summarizing using the Web Client
Running data summarizing using the PC Client
Administering a data summarization time zone in the Web Client
Administering a data summarization time zone using the PC Client
About External Application Status
Before using External Application Status
Permissions for External Application Status
Enabling or disabling the External Application Status feature
Viewing the states of external applications
Starting or stopping external applications
Data migration
Before migrating data
Migrating data from the Web Client
Migrating data using the PC Client
Migrate Data page descriptions
Maintaining CMS
Periodic reboot best practices
Data backups
CMSADM backups
Calculating data space requirements for CMSADM backups
Performing a CMSADM backup
Maintenance backups
Maintenance backup considerations
Calculating data space requirements for CMS full maintenance backups
Performing a maintenance backup in the Web Client
Doing a maintenance backup using the PC Client
Backup Data page descriptions
Common backup and restore error messages
CMS cannot access the specified device
The volume mounted is bad (corrupt)
The volume mounted contains CMS data that you might not want to overwrite
The volume mounted is the last backup volume
The volume mounted has errors
A table cannot be backed up
Considerations when backing up or restoring data
Factors that impact backup and restore times
Best practices for reducing backup and restore times
Best practices for maintaining your storage device
Backup file used to restore data
Performing a binary database backup to a network device
Adding a full maintenance backup timetable for an ACD in the PC Client
Options for restoring data
Before restoring data
Automatically restoring data in the Web Client
Manually restoring data in the Web Client
Doing an automatic restore using the PC Client
Doing a manual restore using the PC Client
Restoring the database from a binary backup
Backup and restore devices
Adding a backup and restore storage device in the Web Client
Modifying a backup and restore storage device in the Web Client
Deleting a backup/restore storage device in the Web Client
Viewing backup or restore devices using the PC Client
Listing all backup and restore devices using the PC Client
Adding a backup or restore device using the PC Client
Modifying a backup or restore device using the PC Client
Deleting a backup or restore device using the PC Client
Printer administration
Considerations for administering a printer
Adding a printer in the Web Client
Modifying printer options using the Web Client
Deleting a printer using the Web Client
Listing all printers using the PC Client
Adding a printer using the PC Client
Modifying printer options using the PC Client
Deleting a printer using the PC Client
Report properties
Before administering report properties
Modifying report properties using the Web Client
Modifying report properties from the command line interface
ACD connection status
Viewing connection status in the Web Client
Viewing connection status of an ACD using the PC Client
Listing connection status of all ACDs using the PC Client
Connection status descriptions
About viewing ACD status
Prerequisites for viewing ACD status
Viewing ACD status using the Web Client
Viewing ACD status using the PC Client
Listing ACD status using the PC Client
ACD status field descriptions
About viewing archiving status
Viewing archiving status using the Web Client
Viewing archiving status of a single ACD using the PC Client
Viewing archiving status of all ACDs using the PC Client
Archiving status field descriptions
Viewing firewall status information in the Web Client
Viewing CMS licensing information in the Web Client
Support for LDAP integration
Configuring LDAP in the command line interface
Using administration and maintenance reports
About Dictionary reports
Permissions required to run Dictionary reports
Types of Dictionary reports
Dictionary ACDs Report
Dictionary Agent Groups Report
Dictionary Call Work Codes Report
Dictionary Custom Items Report
Dictionary Login Identifications Report
Dictionary Splits/Skills Report
Dictionary Standard CMS Items Report
Dictionary Tenants Report
Dictionary Trunk Groups Report
Dictionary VDNs Report
Dictionary Vectors Report
Printing dictionary reports
Running an agent group members report
About exception reports
Running the Agent Exceptions by Location report using the Web Client
Running the Data Collection Exceptions report using the Web Client
Running the Malicious Call Trace report using the Web Client
Running the Split or Skill Exceptions report using the Web Client
Running the Trunk Group by Location Exceptions report using the Web Client
Running the VDN Exceptions report using the Web Client
Running the Vector Exceptions report using the Web Client
Running the Agent Exceptions by Location report using the PC Client
Running the Data Collection Exceptions report using the PC Client
Running the Malicious Call Trace report using the PC Client
Running the Splits/Skills Exceptions report using the PC Client
Running the Trunk Group by Location Exceptions report using the PC Client
Running the VDN Exceptions report using the PC Client
Running the Vector Exceptions report using the PC Client
About Trunk Group Members reports
Before using the Trunk Group Members report
Permissions required to use the Trunk Group Members report
Running the Trunk Group Members report using the Web Client
Running the Trunk Group Members report using the PC Client
About Vector Configuration reports
Before using the Vector Configuration report
Permissions required to use the Vector Configuration report
Running the Vector Configuration report using the Web Client
Running the Vector Configuration report using the PC Client
About tenant administration reports
Running the Tenant Agent Group Members report using the Web Client
Running the Tenant Agent Group Members report using the PC Client
Running the Tenant Agent Groups report using the PC Client
About maintenance reports
About the ACD Administration Log report
Before using the ACD Administration Log report
Permissions required to use the ACD Administration Log report
Running the ACD Administration Log report using the Web Client
Running the ACD Administration Log report using the PC Client
ACD Administration Log report field descriptions
About the Maintenance Error Log report
Before using the Maintenance Error Log report
Running the Maintenance Error Log report using the Web Client
Running the Maintenance Error Log report using the PC Client
Severity of errors
Maintenance Error Log messages
Scheduling for administration jobs
Setting up scheduling
Scheduler page descriptions
Customizing the maximum retention settings
Scripting CMS operations
Scripting CMS operations
Before you begin scripting CMS operations
Tasks scripts can automate
Interactive and automatic scripts
Script creation
Accessing scripts
Accessing the script options
Scripting options description
Setting user ID and password
Setting users procedure
Scripting reports
Creating an interactive report script
Creating an automatic report script
Creating a script to export report data
Creating a script to export report data as HTML
Scripting operational tasks
About scripting an input window
Scripting an input window
Scripting an action
Organizing scripts
Error and warning messages
Using the operating system to access CMS and manage passwords
CMS server login
Logging in to CMS from the remote console
Logging in to the CMS server from the virtual console
Administering passwords
Considerations for password management
Changing a user's password through the command line interface
Enabling password aging
Using timetables and shortcuts
Timetables
Before using timetables
Permissions for timetables
Creating and scheduling a timetable
Adding tasks to a timetable
Listing all timetables
Copying a timetable
Copying timetable tasks
Modifying timetable tasks
Editing timetables globally
Globally editing tasks in a timetable
Deleting tasks from a timetable
Deleting a timetable
Shortcuts
Before using shortcuts
Permissions for shortcuts
Creating a shortcut
Adding tasks to a shortcut
Running a shortcut
Modifying a shortcut description
Copying a shortcut
Copying shortcut tasks
Modifying shortcut tasks
Deleting shortcut tasks
Deleting a shortcut
Resources
Documentation
Finding documents on the Avaya Support website
Avaya Documentation Center navigation
Viewing Avaya Mentor videos
Support
Using the Avaya InSite Knowledge Base
Updating time zones
Updating time zones displayed to users
Glossary
abandoned call
abandoned call search
acceptable service level
access permissions
ACD
ACD call
Action List
active VDN calls
Adjunct/Switch Applications Interface (ASAI)
after call work (ACW)
agent
agent login ID
agent occupancy
agent position (EAS)
agent position (non-EAS)
agent role
agent skill
agent state
agent terminal
agent trace
AI
ANI
announcement
ASA
ASAI
auto-available split
Auto-in (AI)
Automatic Call Distribution (ACD)
Automatic Number Identification (ANI)
AUX
AUX reason codes
auxiliary work (AUX)
AVAIL
available (AVAIL)
average agent service time
Avaya Business Advocate
Avaya Interactive Response
Average Speed of Answer (ASA)
backup
calculation
call-based items
call-handling performance
call-handling profile
Call Prompting
Call Vectoring
Call Work Code (CWC)
calls carried
change agent skills
connected (CONN)
connected call
CONVERSANT
current
current interval
current wait time
custom report
daily data
data collection
database
database item
database tables
DDC
dequeued and abandoned (DABN)
designer reports
Dictionary
DID
Digital Subscriber Line (DSL)
direct agent ACD (DACD)
direct agent ACW (DACW)
direct agent calling
direct department calling (DDC)
direct inward dialing (DID)
DSL
EAS
entity
EWT
exception
exception permissions
expected wait time (EWT)
Expert Agent Selection (EAS)
extension call
flex agents
flexible routing
forced busy (FBUSY)
forced disconnect (FDISC)
Forced Multiple Call Handling (FMCH)
historical database
historical reports
Inbound Call Management (ICM)
Information Indicator (II)
Informix
Integrated Services Digital Network (ISDN)
interflow
interval ASA
interval-based items
intraflow
intrahour interval
Logical Agent
logout reason codes
Look Ahead Interflow (LAI)
maintenance
maintenance busy (MBUSY)
Manual-In (MI)
measured
MI
MIA
monthly data
Most Idle Agent (MIA)
Multiple Call Handling (MCH)
multiple split queuing
multi-user mode
name (synonym) fields
night service
nonprimary split/skill
Outbound Call Management (OCM)
phantom abandon call timer
percent within service level
previous interval
primary skill
pseudo-ACD
queue
QUEUED
read permission
real-time database
real-time reports
Redirect On No Answer
refresh rate
reserve agent
RINGING
rolling ASA
scripting
secondary skill
SEIZED
service level
Service Observing - Remote
Service Observing - VDNs
shortcut
single-user mode
skill
skill level
screen-labeled key (SLK)
split
staffed agent
standard reports
station
switch
timetable
trunk
trunk group
uniform call distribution (UCD)
universal call identifier (UCID)
UNSTAF
VDN of Origin Announcement (VOA)
VDN skill preference
vector
Vector Directory Number (VDN)
vector step
vector step condition
voice terminal
weekly data
write permission
홈
Administering Avaya Call Management System
voice terminal
voice terminal
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최근 업데이트 :
Mar 13, 2014
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Avaya Call Management System
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