Troubleshooting guide

February 2006 241
Glossary
ACD See Automatic Call Distribution.
Actions menu A menu in the upper-left corner of the Avaya CMS Supervisor Operations
windows. The menu lists the actions available for that particular user window
(for example, add, modify, and delete). You select an action after entering the
necessary data in the user window.
Add An Avaya CMS Supervisor action that adds the data entered in the given
window to the Avaya CMS database.
Add/Remove
programs wizard
A Microsoft
®
Windows
®
feature that guides you through a series of steps in
order to remove programs that have been installed on your computer. The
Add/Remove icon is found in the Control Panel dialog box.
Administrator
privileges
Permissions assigned to an Avaya CMS Supervisor user in order to
administer specific elements, such as installing Avaya CMS Supervisor on a
network. Access permissions are specified as read or write permission. Read
permission means the user can only access and view Avaya CMS
Supervisor data. Write permission means the Avaya CMS Supervisor user
can add, modify, or delete Avaya CMS Supervisor data.
Agent A person who answers calls to an extension in an ACD split/skill. The agent
is known to Avaya CMS by a login identification keyed into a voice terminal.
Agent reports A group of reports that give the status of agents in an agent group, selected
splits or skills, or real-time information and statistics.
Agent skill An attribute that is associated with an ACD agent. Agent Skills can be
thought of as the ability for an agent with a particular set of skills to handle a
call that requires one of a set of skills. An agent can be assigned up to four
skills.
Application folder A folder on the network server that holds the Avaya CMS Supervisor
application software -executables and components.