Avaya CMS Supervisor Clients Installation and

Glossary

ACD

Actions menu

Add

Add/Remove

Programs wizard

Administrator privileges

Agent

Agent reports

Agent skill

Application directory

Automatic Call

Distribution (ACD)

Automatic Script

Avaya Business

Advocate

See Automatic Call Distribution.

A menu in the upper-left corner of the Avaya 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 you enter the necessary data in the user window.

An Avaya CMS Supervisor PC client action that adds the data entered in the given window to the Avaya CMS database.

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.

Permissions assigned to an Avaya CMS Supervisor PC client user in order to administer specific elements, such as installing Avaya CMS Supervisor PC client on a network. Access permissions are specified as read or write permission. Read permission means the user can only access and view Avaya

CMS Supervisor PC client data. Write permission means the Avaya CMS

Supervisor PC client user can add, modify, or delete Avaya CMS Supervisor PC client data.

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

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

An attribute that is associated with an A 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.

A directory on the network server that holds the Avaya CMS Supervisor PC client application software - executables and components.

A communication server feature using software that channels 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.

An Avaya CMS Supervisor PC client feature that launches a new Avaya CMS

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

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 CMS Supervisor R18 Installation and Getting Started October 2016

133

Avaya Call Management System (CMS)

Avaya Call

Management

System (CMS)

Avaya CMS

Client

Controller

Custom reports

Database

Database item

Database table

Data points

Delete

Designer reports

Dialog box

Dictionary

Edit menu

A software product used by business customers that have Avaya telecommunications communication servers and receive a large volume of telephone calls that are processed through the Automatic Call Distribution

(ACD) feature of the communication server. The Avaya CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature in the communication server.

See Avaya Call Management System.

A single PC that uses Avaya CMS Supervisor PC client.

An Avaya CMS Supervisor PC client feature that allows the user to access

Avaya CMS reports and operations. The Controller includes a toolbar, a menu bar, a status bar, tooltips, and indicators.

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

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.

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).

Avaya CMS uses these tables to collect, store, and retrieve A data. Standard

Avaya CMS items (database items) are names of columns in the Avaya CMS database tables.

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

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

Customized reports that can be created with Avaya CMS Supervisor PC client

Report Designer. Designer Reports are run from Avaya CMS Supervisor PC client.

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.

An Avaya CMS subsystem that can be used to assign names to various call center elements such as login IDs, splits/skills, trunk groups, VDNs and vectors.

These names appear on reports, making them easier to interpret.

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).

134

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

134

Log

Exception

Exceptions reports

Display occurrences of unusual call-handling events.

Find One

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

Graphics

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).

Historical reports

HTML

Hypertext

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

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

See HyperText Markup Language.

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.

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

HyperText Markup

Language

Input field

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

Installation directory

A directory on the network that holds all of the Avaya CMS Supervisor PC client files.

SetupSup_XXNN.exe is run from this directory to install Avaya CMS

Supervisor PC client on each client computer.

Integrated reports

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

Interactive Script

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

LAN

List All

Local Area Network

(LAN)

See Local Area Network.

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

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

Log

With this type of installation, you install all of the Avaya CMS Supervisor PC client software to disk space on each local computer from the network.

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

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

135

Maintenance

Maintenance

Name fields

Network server

Pop-up

Queue/Agent reports

Readme file

Read-Only

Real-Time reports

Registry

Report Designer

Report Wizard

Run

Scripting

Scroll

SecureShell (SSH)

Setup program

An Avaya CMS subsystem that is used for doing routine maintenance of the

Avaya CMS, such as backing up data, checking on the status of the connection to the communication server, and scanning the error log.

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).

A computer in a network shared by multiple users.

A small window containing information that is displayed over a Help window.

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.

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

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

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.

The system-wide depository of information supported by Microsoft Windows.

The registry contains information about the system and its applications, including clients and servers.

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

An Avaya CMS Supervisor PC client feature that delivers user assistance, by way of a wizard, to quickly and easily 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.

A Microsoft Windows command that lets you execute a program, such as

Avaya CMS Supervisor PC client installation.

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.

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

This is a method of securing communications and operations over a network by using multiple encryption algorithms.

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 Call

Management System Framework.

136

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

136

Vector

Shared installation

Shortcut

Skill

Solaris system

Split

Standard reports

Start menu

Taskbar

Terminal

Terminal Emulator

Toolbar

Tooltips

Trunk group report

User ID

VDN

VDN reports

Vector

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

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

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 that requires one of those skills.

A multi-user operating system developed by Sun Microsystems. The operating system on which Avaya CMS runs.

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.

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

PC client software.

The menu that appears when you select Start in the Microsoft Windows taskbar.

This menu contains programs and other Microsoft Windows applications.

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

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

An Avaya CMS Supervisor PC client software application that emulates a 615

Color (615C) terminal.

A row of Controller buttons used to activate various functions of the Avaya CMS

Supervisor PC client application.

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

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

The login ID for an Avaya CMS user.

See Vector Directory Number.

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.

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.

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

137

Vector Directory Number (VDN)

Vector Directory

Number (VDN)

Vector report

Window

Wizard

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.

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

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

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

138

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

138