Instruction manual

CentreVu CMS Open Database Connectivity
GL-18
Logical Agent
An EAS feature that associates the agent’s login ID with the physical
extension when the agent logs in. Properties such as the assigned skills,
class of restriction, and coverage path are associated with the login ID
rather than the physical extension. This allows agents to log in at any
available set.
The Logical Agent capability allows agents to be called by dialing their
login IDs. Calls to login IDs may be treated as direct agent ACD calls,
given the proper class of restriction, or may be treated as extension
(personal) calls. Treating the calls as direct agent calls can be used to
help distinguish business-related from personal calls.
LOGOFF An agent work mode indicating that an agent has logged out and is not
available to take ACD calls.
LOGON An agent work mode indicating that an agent logged in or is staffed.
Logout Reason Codes Logout reason codes enable an agent to specify the reason for logging
out, such as the end of a shift or training.
Look Ahead Interflow
(LAI)
A switch feature that can be used to balance the call load among multiple
call centers. The LAI feature works with Call Vectoring and ISDN PRI
trunks to intelligently route calls between call centers. This allows
multiple call centers to share work loads, expands hours of coverage,
and allows calls to be transparently handled by call centers in different
time zones.
Maintenance A CMS subsystem that is used for routine maintenance of the
CentreVu
CMS, such as backing up data, checking on the status of the connection
to the switch, and scanning the error log.
Maintenance Busy
(MBUSY)
A trunk state in which the trunk is out of service for maintenance
purposes.
Manual In (MI) An ACD work mode. The Manual In (MI) mode makes the agent available
to receive an ACD call and automatically places the agent into the ACW
state upon release from the call.
MBUSY See
Maintenance Busy .
MCH See
Multiple Call Handling .