Administrator's Guide

Feature-Related System Parameters
Issue 5 October 2002 851555-233-506
MIA Across Splits or Skills
Service Level Supervisor Call Selection
Override
This field determines whether Avaya MultiVantage changes agents’ call handling
preferences when a skill using Service Level Supervisor exceeds its Level 1
threshold.
For information on CentreVu
®
Advocate, please contact your Avaya Account
Executive or see the Avaya Business Advocate Release 3 Version 11 User Guide.
REASON CODES
Aux Work Reason Code Type
Valid entries Usage
y/n
Enter y to remove an agent from the MIA queue for all the
splits/skills/hunt groups that he or she is available in when
the agent answers a call from any of his or her
splits/skills/hunt groups.
Valid entries Usage
y
Enter y if you want to override the normal call handling
preferences of a skill’s assigned agents in this situation.
n
Enter n if you do not want to override agents’ normal call
handling preferences when the skill exceeds its Level 1
threshold. Service Level Supervisor requires Expert Agent
Selection and CentreVu
®
Advocate.
Valid entries Usage
none
Enter none if you do not want an agent to enter a Reason
Code when entering AUX work.
requested
Enter requested if 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
requested the Reason Codes and EAS on
the System-Parameters Customer-Option screen must be
y.
forced
Enter forced to force an agent to enter a Reason Code when
entering AUX mode. To enter
forced, the Reason Codes and
EAS on the System-Parameters Customer-Option screen must
be
y.