Troubleshooting guide

242 Avaya CMS Supervisor Report Designer
Automatic Call
Distribution (ACD)
A communication server feature that uses software to channel high-volume
incoming and outgoing call traffic to agent groups (splits or skills).
Also an agent state where the extension is engaged on an ACD call.
Automatic script An Avaya CMS Supervisor feature that launches a new Avaya CMS
Supervisor session that logs into Avaya CMS and runs the requested tasks
in the background. Actions do not display on the PC. See also Interactive
Script and Script.
AutoPlay A Microsoft Windows feature that causes an application on a CD-ROM to run
without any user interaction as soon as the CD-ROM is inserted into the
drive.
Avaya Business
Advocate
A collection of ECS features that provide new flexibility in the way a call is
selected for an agent in a call surplus situation and in the way that an agent
is selected for a call.
Avaya Call
Management System
(CMS)
A software product used by business customers that have Avaya
communication servers and receive a large volume of telephone calls that
are processed through the Automatic Call Distribution (ACD) feature of the
communciation server. The Avaya CMS collects call-traffic data, formats
management reports, and provides an administrative interface to the ACD
feature in the communication server.
Avaya CMS See Avaya Call Management System.
Client A single PC that uses Avaya CMS Supervisor.
Controller An Avaya CMS Supervisor feature that allows the user to access Avaya CMS
reports and operations. The Controller includes a toolbar, a menu bar, a
status bar, tool tips, and indicators.
Custom reports Real-time or historical reports that have been customized from standard
reports or created from scratch.
Database A group of tables that store ACD data according to a specific time frame:
current and previous intrahour real-time data and intrahour, daily, weekly,
and monthly historical data.
Database item A name for a specific type of data stored in one of the Avaya CMS
databases. A database item may store ACD identifiers (split numbers or
names, login IDs, VDNs, and so forth) or statistical data on ACD
performance (number of ACD calls, wait time for calls in queue, current
states of individual agents, and so forth).