Troubleshooting guide

February 2006 243
Database table Avaya CMS uses these tables to collect, store, and retrieve ACD data.
Standard Avaya CMS items (database items) are names of columns in the
Avaya CMS database tables.
Data points Points of historical data. A data point should include data for each interval of
the working day.
Delete An Avaya CMS Supervisor action that removes the entry on the window from
the Avaya CMS database.
Designer reports Customized reports that can be created with Avaya CMS Supervisor’s
Report Designer feature. Designer Reports are run from Avaya CMS
Supervisor.
Dialog box A small on-screen window that conveys or requests information from the
user. This window can contain list boxes, text boxes, tabbed pages, and so
forth.
Dictionary An Avaya CMS subsystem that can be used to assign names to various
contact center elements such as login IDs, splits/skills, trunk groups, VDNs
and vectors. These names appear on reports, making them easier to
interpret.
Edit menu A menu on the Avaya CMS Supervisor Operations windows. The menu lists
the actions available for that particular user window (for example, cut, copy,
and paste).
Exception A type of activity on the ACD which falls outside of the limits you have
defined. An exceptional condition is defined in the Avaya CMS Exceptions
subsystem, and usually indicates abnormal or unacceptable performance on
the ACD (by agents, splits/skills, VDNs, vectors, trunks, or trunk groups).
Exceptions reports Display occurrences of unusual call-handling events.
Find one An Avaya CMS action that searches the database for entries thatch the input
value.
Graphics An Avaya CMS reporting option that allows you to view some reports in bar
graph format.
Grayed out When you do not have access to a menu or action list item, it will be dimmed
or displayed in a different color from the rest of the menu or action list.