Administrator's Guide

Screen reference
555-233-506850 Issue 5 October 2002
AGENT AND CALL SELECTION
ACW Agents Considered Idle
Auto Reserve Agents
Call Selection Measurement
This field determines how Avaya MultiVantage selects a call for an agent when
the agent becomes available and there are calls in queue.
For information on CentreVu
®
Advocate, please contact your Avaya Account
Executive or see the Avaya Business Advocate Release 3 Version 11 User Guide.
Copy ASAI UUI During Conference/Transfer
Displays when, on the System-Parameters Customer-Options screen, either the
ASAI Interface or ASAI Proprietary Adjunct Links field is
y.
Valid entries Usage
y/n
Enter y to have agents who are in After Call Work included
in the Most-Idle Agent queue. This means that ACW is
counted as idle time. Enter
n to exclude ACW agents from
the queue.
Valid entries Usage
all
none
secondary-only
Valid entries Usage
current-wait-
time
Current Wait Time selects the oldest call waiting for any
of the agent’s skills.
predicted-wait-
time
.
Predicted Wait Time is a feature of CentreVu
®
Advocate.
Valid entries Usage
y/n
Enter y to copy ASAI UUI during conference or transfer
calls.