ACD

See Automatic Call Distribution.

Actions menu

A menu in the upper-left corner of the CMS Supervisor Operations windows. The menu lists the actions available for that particular user window (for example, add, modify, and delete). You select an action after entering the necessary data in the user window.

Add

A CMS Supervisor action that adds the data entered in the given window to the CMS database.

Add/Remove programs wizard

A Microsoft^® Windows^® feature that guides you through a series of steps in order to remove programs that have been installed on your computer. The Add/Remove icon is found in the Control Panel dialog box.

Administrator privileges

Permissions assigned to a CMS Supervisor user in order to administer specific elements, such as installing CMS Supervisor on a network. Access permissions are specified as read or write permission. Read permission means the user can only access and view CMS Supervisor data. Write permission means the CMS Supervisor user can add, modify, or delete CMS Supervisor data.

Agent

A person who answers calls to an extension in an ACD split/skill. The agent is known to CMS by a login identification keyed into a voice terminal.

Agent reports

A group of reports that give the status of agents in an agent group, selected splits or skills, or real-time information and statistics.

Agent skill

An attribute that is associated with an ACD agent. Agent Skills can be thought of as the ability for an agent with a particular set of skills to handle a call that requires one of a set of skills. An agent can be assigned up to four skills.

Application folder

A folder on the network server that holds the CMS Supervisor application software executables and components.

Automatic Call Distribution (ACD)

A Communication Manager system feature that uses software to channel high-volume incoming and outgoing call traffic to agent groups (splits or skills).

Also an agent state where the extension is engaged on an ACD call.

Automatic script

A CMS Supervisor feature that launches a new CMS Supervisor session that logs into CMS and runs the requested tasks in the background. Actions do not display on the PC. See also Interactive Script and Script.

AutoPlay

A Microsoft Windows feature that causes an application on a CD-ROM to run without any user interaction as soon as the CD-ROM is inserted into the drive.

Avaya Business Advocate

A collection of ECS features that provide new flexibility in the way a call is selected for an agent in a call surplus situation and in the way that an agent is selected for a call.

Avaya Call Management System (CMS)

A software product used by business customers that have Communication Manager systems and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the Communication Manager system. CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature in the communication server.

Avaya CMS

See Avaya Call Management System.

Controller

A CMS Supervisor feature that allows the user to access CMS reports and operations. The Controller includes a toolbar, a menu bar, a status bar, tool tips, and indicators.

Custom reports

Real-time or historical reports that have been customized from standard reports or created from scratch.

Database

A group of tables that store ACD data according to a specific time frame: current and previous intrahour real-time data and intrahour, daily, weekly, and monthly historical data.

Database item

A name for a specific type of data stored in one of the Avaya CMS databases. A database item may store ACD identifiers (split numbers or names, login IDs, VDNs, and so forth) or statistical data on ACD performance (number of ACD calls, wait time for calls in queue, current states of individual agents, and so forth).

Database table

Avaya CMS uses these tables to collect, store, and retrieve ACD data. Standard Avaya CMS items (database items) are names of columns in the Avaya CMS database tables.

Data points

Points of historical data. A data point should include data for each interval of the working day.

Delete

An Avaya CMS Supervisor action that removes the entry on the window from the Avaya CMS database.

Designer reports

Customized reports that can be created with Avaya CMS Supervisor’s Report Designer feature. Designer Reports are run from Avaya CMS Supervisor.

Dialog box

A small on-screen window that conveys or requests information from the user. This window can contain list boxes, text boxes, tabbed pages, and so forth.

Dictionary

An Avaya CMS subsystem that can be used to assign names to various contact center elements such as login IDs, splits/skills, trunk groups, VDNs and vectors. These names appear on reports, making them easier to interpret.

Edit menu

A menu on the Avaya CMS Supervisor Operations windows. The menu lists the actions available for that particular user window (for example, cut, copy, and paste).

Exception

A type of activity on the ACD which falls outside of the limits you have defined. An exceptional condition is defined in the Avaya CMS Exceptions subsystem, and usually indicates abnormal or unacceptable performance on the ACD (by agents, splits/skills, VDNs, vectors, trunks, or trunk groups).

Exceptions reports

Display occurrences of unusual call-handling events.

Find one

An Avaya CMS action that searches the database for entries thatch the input value.

Graphics

An Avaya CMS reporting option that allows you to view some reports in bar graph format.

Grayed out

When you do not have access to a menu or action list item, it will be dimmed or displayed in a different color from the rest of the menu or action list.

Historical reports

Display past ACD data for various agent, split/skill, trunk, trunk group, vector, or VDN activities. A report summary of call data into daily, weekly or monthly totals

HTML

See HyperText Markup Language.

Hypertext

A linkage between related text. For example, if you select a word in a sentence, information about that word is retrieved if it exists, or the next occurrence of the word is found.

HyperText Markup Language

A standard for defining documents with hypertext links. See also Hypertext.

Input field

An area on window where you specify information that you want to view, add, modify, or delete.

Installation folder

A folder on the network that holds all of the Avaya CMS Supervisor files. Setup.exe is run from this folder to install Avaya CMS Supervisor on each client computer.

Integrated reports

Integrated reports compile contact center information from any starting point in the last 24 hours up to and including the current interval.

Interactive script

An Avaya CMS Supervisor feature that runs the requested tasks in the current Avaya CMS Supervisor session and displays the actions on the PC. You can input requested information while the script is running. See also Automatic Script and Script.

Jump

In Help, a command that moves you from the currently displayed topic to another topic.

LAN

See Local Area Network.

List all

An Avaya CMS action that lists all the entries that matched the current field values.

Local Area Network (LAN)

Two or more computers connected by cable and using a suitable operating system and application software so they can directly share hard disks, printers, and other peripherals, and files.

Local installation

With this type of installation, you install all of the Avaya CMS Supervisor software to disk space on each local computer from a CD-ROM or from the network.

Log

A file that contains a record of computer activity as well as backup and recovery data.

Maintenance

A CMS subsystem that is used for doing routine maintenance of the CMS, such as backing up data, checking on the status of the connection to the Communication Manager system, and scanning the error log.

Name fields

Fields in which you may enter a name (synonym) that has been entered in the Dictionary subsystem (for example, names of agents, splits/skills, agent groups, trunk groups, vectors, VDNs).

Network server

A computer in a network shared by multiple users.

PC Client

A single PC that uses CMS Supervisor.

Queue/Agent reports

A group of reports that give the status of all top agents in a skill and queue status, or skill status for a selected skill.

Readme file

A file that provides up-to-the-minute information on a newly released product; in this case, Avaya CMS Supervisor.

Read-only

A folder or file that can be read, but not updated or erased.

Real-time reports

Display current ACD call activity on agents, splits/skills, trunks, trunk groups, vectors, and VDNs for the current or previous intrahour interval. Current intrahour interval real-time reports are constantly updated as data changes during the interval. Previous intrahour interval real-time reports show data totals for activity that occurred in the previous intrahour interval.

Registry

The system-wide depository of information supported by Microsoft Windows. The registry contains information about the system and its applications, including clients and servers.

Report Designer

An Avaya CMS Supervisor feature that enables users to design their own reports.

Report Wizard

A CMS Supervisor feature that delivers user assistance, by way of a wizard, to generate new customized reports. The wizard provides instructional help that guides the user through a series of tasks that create a new customized report. Report Wizard is a supplement to Report Designer.

Run

A Microsoft Windows command that lets you execute a program, such as Avaya CMS Supervisor installation.

Scripting

An Avaya CMS feature that lets you automate actions such as changing an agent’s skills, running reports, exporting report data, and many other Avaya CMS functions. For example, you can create a script to run a specified report and export the data on schedule.

Scroll

To use the bar on the side of the report window to move forward, backward, up, or down within a window.

Setup program

A program that configures a system for a particular environment; for example, it informs the system of a new device or interface, such as Avaya Framework.

Shared installation

With this type of installation, the Avaya CMS Supervisor application software is installed to a shared application folder on the network server, but user-specific files and logs are stored in an Avaya CMS Supervisor folder on each user’s PC or on their own network drive.

Shortcut

An icon on your computer screen that enables you to select and run an application (for example, CMS Supervisor).

Skill

An attribute that is assigned to an ACD Agent. Agent Skills can be thought of as the ability for an Agent with a particular set of skills to handle a call which requires one of those skills.

Split

A group of extensions that receives special-purpose calls in an efficient, cost-effective manner. Normally, calls to a split arrive primarily over one or a few trunk groups.

Standard reports

The set of reports that are delivered with the Avaya CMS or Avaya CMS Supervisor software.

Start menu

The menu that appears when you select Start in the Microsoft Windows taskbar. This menu contains programs and other Microsoft Windows applications.

Taskbar

The bar that appears by default at the bottom of the Microsoft Windows desktop. You can select buttons that appear on this bar to switch between running programs.

Terminal

A combination of monitor (video display) and keyboard used to communicate with a remote computer to enter and display information.

Terminal emulator

An Avaya CMS Supervisor software application that emulates a 615 Color (615C) terminal.

Toolbar

A row of controller buttons used to activate various functions of the Avaya CMS Supervisor application.

Tooltips

Brief descriptions that display when the mouse pointer is over a toolbar button.

Trunk group report

Displays the status of each trunk in a selected trunk group.

User ID

The login ID for an Avaya CMS user.

VDN

See Vector Directory Number.

VDN reports

A group of reports that show profiles of current VDN performance, call handling information for a specific VDN based on skill preference, and how calls to specific VDNs have been handled.

Vector

A list of steps that process calls in a user-defined manner. The steps in a vector can send calls to splits, play announcements and music, disconnect calls, give calls a busy signal, or route calls to other destinations.

Vector Directory Number (VDN)

An extension number that enables calls to connect to a vector for processing. A VDN is not assigned an equipment location. It is assigned to a vector. A VDN can connect calls to a vector when the calls arrive over an assigned automatic-in trunk group or when calls arrive over a dial-repeating (DID) trunk group and the final digits match the VDN.

Vector report

A report that lists the number of calls to specific vectors.

Window

A rectangular, on-screen frame through which you can view a menu, data entry fields, reports, or messages.

Wizard

A tutor built into the software that guides you through procedures.