Specifications

Glossary CentreVu CMS Administration
GL-4
ASA
See average speed of answer.
ASAI
See Adjunct/Switch Applications Interface.
auto-available split
An ACD capability that enables VRUs such as the CONVERSANT® Voice
Information System to be brought online again immediately after a power failure
or system restart, without time-consuming reprogramming.
Auto-In (AI)
An ACD work mode that makes the agent available to receive calls and allows the
agent to receive a new ACD call immediately after disconnecting from the
previous call.
Automatic Call Distribution (ACD)
1) A switch feature that channels high-volume incoming and outgoing call traffic
to agent groups (splits or skills).
2) An agent state in which the extension is engaged on an ACD call.
automatic number identification (ANI)
An industry term for notification of the calling party number (CPN). When the
calling party is connected through a switch, the CPN can be either a billing number
for the switch or the station identification (SID) number.
AUX
See auxiliary work.
AUX reason codes
Codes that enable a call center to track an agent's time more precisely when the
agent is in the AUX state. Agents can specify why they are in the AUX state – for
example, on break or in a meeting.
auxiliary work (AUX)
An agent state in which, for example, the agent is doing non-ACD work, is on
break, or is in a meeting. Agents enter AUX work by pressing the AUX WORK
button or dialing the access code from their voice terminal. Agents can also enter
AUX work by going off-hook to make or answer an extension call while in AVAIL
or with a call on hold.
AVAIL
See available.