Instruction manual

Auto-Available Split (AAS)

Issue 4 May 2003 59555-233-767

Auto-Available Split (AAS)

Auto-Available Split (AAS) allows members of an Automatic Call Distribution

(ACD) split to be continuously in auto-in work mode. An agent in auto-in work

mode becomes available for another ACD call immediately after disconnecting

from an ACD call. You can use AAS to bring ACD-split members back into

auto-in work mode after a system restart.

Although not restricted to such, this feature is intended to be used for splits

containing only recorders or voice-response units.

Queue status indicators

Communication Manager allows you to assign queue status indicators for ACD

calls based on the number of calls queued and the time in queue. To help monitor

queue activity, you can assign these indications to lamps on agent, supervisor, or

attendant terminals, or on consoles.

In addition, you can define auxiliary queue warning lamps to track queue status.

On display telephones, you can display the number of calls queued and the time in

queue of a split’s oldest call.

Avaya Basic Call Management System (BCMS)

The Avaya™ Basic Call Management System (BCMS) helps you fine tune your

call center operation by providing reports with the data necessary to measure your

call center agents’ performances.

The BCMS feature offers call management control and reporting at a low cost for

call centers of up to 2000 agents. BCMS collects and processes ACD call data (up

to seven days) within the system; an adjunct processor is not required to produce