Instruction manual

CentreVu CMS Open Database Connectivity
GL-19
Measured
A term that means an ACD element (agent, split/skill, trunk, trunk group,
vector, VDN) has been identified to the switch as of interest to the CMS.
The switch sends messages to CMS only for ACD elements that are
measured. If the ACD element is not measured on the switch, no data is
collected.
Messages Temporary windows used only for displaying information like “field help”
and syntactical field errors. Message windows cannot be moved, sized,
or scrolled and do not count in the user window count. Message windows
are automatically removed when you correct the error or move to the next
field.
MI See
Manual In .
MIA See
Most Idle Agent .
Migration The process of migrating CMS data when upgrading your CMS. (Execute
the “R3 Migrate Data” or “R2 Migrate Data” menu item after selecting
System Setup from the main menu.) Migration is sometimes necessary in
order to move the customer’s data to a new release. Migration is usually,
but not always, driven by a hardware platform change.
Modify A CMS action that changes the database entry to reflect the new values
entered in the given window.
Monthly Data Daily data that has been converted to a monthly summary.
More Help More help displays a user window containing expanded information
about the current primary user window or menu selection in
CentreVu
CMS. More help is for primary windows only, not output windows (like list
all windows).
Most Idle Agent (MIA) This is an ACD distribution method that maintains a queue of idle agents
and distributes a call to the split/skill to the agent closest to the head of
the queue who is not marked as “busy.” (“Busy” is defined as being in
ACW, on an AUXIN/OUT call, or on an ACD call for another split/skill.)
Agents in multiple splits/skills are in multiple “eligible agent” lists. There is
one list for each skill. If MIA across splits/skills is enabled, agents are put
at the bottom of all agent lists after completing an ACD call for any
split/skill. If MIA across skills is
not enabled, an agent who is on an
AUXIN/OUT extension call from the AVAIL wait or on an ACD call for
another split/skill continues to move up the list of eligible agents for other
splits/skills. Agents in ACW may or may not be in the eligible agent lists,
depending upon the setting of an option (
DEFINITY ECS R5 and later).