Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Glossary CentreVu® Advocate Release 8 User Guide
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Default Skill (Generic 2.2 
with EAS)Every skill that ends with a “0” is called a default skill, since every agent 
in the skill group is logged into this skill by default. The default skill is the 
first skill for each skill group.
DeleteA CMS action that removes the entry on the window from the database.
Designer ReportsCustomized reports that can be created using 
CentreVu Supervisor’s 
Report Designer feature, and which are run from 
CentreVu Supervisor.
Dialed Number 
Identification Service 
(DNIS)An ACD capability that enables calls to be routed based on the number 
dialed by the caller (for example, a specific 800 number set up for a 
promotion).
DictionaryA CMS subsystem that can be used to assign names to various call 
center elements such as login IDs, splits/skills, trunk groups, VDNs and 
vectors. These names appear on reports, making them easier to 
interpret.
Direct Abandon (DABN)A trunk state. The caller abandoned the call, and the trunk quickly goes to 
idle.
Direct Agent ACD 
(DACD)An agent state. The agent is on a direct agent ACD call.
Direct Agent ACW 
(DACW)An agent state. The agent is in the after call work state for a direct agent 
ACD call.
Direct Agent CallingAn EAS capability that makes it possible for a caller to reach the same 
agent every time and still include the call in the management tracking of 
the call center. This is ideal for claims processing, where a client needs to 
speak with the agent handling the claim. This flexibility ensures a high 
level of customer service without reducing management control.
Direct Agent Calls FirstIn 
CentreVu Advocate, the Direct Agent Calls First option is associated 
with Percent Allocation. With this option selected, even though an agent 
is percent allocated to a skill or skills, calls to the agent’s Direct Agent 
Skill will take precedence over calls to the allocated percentages. In 
addition, if an agent has Direct Agent Calls First Assigned, then those 
calls will also take precedence over other calls, even in an over-threshold 
situation.
EADSee 
Expert Agent Distribution.
EASSee 
Expert Agent Selection. 
						

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EntityA generic term that refers to one of the following: Agent, Agent Group, 
Split/Skill, Trunk, Trunk Group, VDN, Vector, or Call Work Code.
Error MessageA response from a program indicating that a problem has arisen or 
something unexpected has happened, requiring your attention.
EWTSee 
Expected Wait Time.
ExceptionA type of activity on the ACD which falls outside of the limits you have 
defined. An exceptional condition is defined in the CMS Exceptions 
subsystem, and usually indicates abnormal or unacceptable performance 
on the ACD (by agents, splits/skills, VDNs, vectors, trunks, or trunk 
groups).
Exception ReportsDisplay occurrences of unusual call-handling events.
Expected Wait Time 
(EWT)An estimate of how much longer a caller will have to wait to be served by 
a call center while in queue considering the current and past traffic, 
handling time, and staffing conditions. Time spent in vector processing 
before being queued and the time spent ringing an agent with manual 
answering operation is not included in the EWT prediction. With the 
G3V5 and R3V5 CMS, the EWT is a switch-based calculation. 
Expert Agent 
Distribution (EAD)An agent selection method, available only in an Expert Agent Selection 
(EAS) environment, in which idle agents are grouped by skill level (1 
through 16, if the EAS-PHD customer option is set; primary or secondary 
if the EAS-PHD customer option is not set). The least occupied (EAD-
LOA) or most idle (EAD-MIA) skill level 1 agent is selected or, if no skill 
level 1 agent is available, the least occupied or most idle skill level 2 
agent, and so on. Reserve agents are considered to have a level of 16. 
						

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Expert Agent Selection 
(EAS)Expert Agent Selection (EAS) is an optional switch feature that builds on 
the power of the Call Vectoring and ACD features of the switch to match 
the skills required to handle a particular call to an agent who has at least 
one of the skills that a caller requires. The ACD queuing and the vector 
commands 
Queue-to-Main and Check-Backup are used to route a call to 
an agent with the appropriate skill to handle that call. With EAS call 
distribution is based on skill. You can match the skills required to handle 
a particular call to an agent who has at least one of the skills that a caller 
requires.
CMS collects data on skills in the same manner as it collects data on 
splits. Real-Time agent reports generally indicate which skills the agents 
have, and in which skill they are currently working. Skill reports show the 
performance of the skill overall, displaying such items as the ASA, the 
number of calls, and the percentage of calls answered within the target 
service level for the skill.
CMS also reports VDN data by VDN skill preference, so that customers 
can assess the call center performance relative to calls requiring 
particular skills. CMS reports how many calls were handled, how long 
these calls waited for service, and the average talk time for calls queued 
to a particular skill preference in a particular VDN.
Expected Wait TimeAn estimation of the time that a call will wait for service in a queue.
Extension CallExtension calls are any calls originated by agents and non-ACD calls 
received by agents. For the Generic 2.2 and Generic 3 switches, these 
include calls an agent makes to set up a conference or transfer.
FBUSYSee 
Forced Busy.
FDISCSee 
Forced Disconnect.
Flex AgentsFlex agents are agents who have a role of Roving, Backup, or Allocated 
through 
CentreVu Advocate. Top and Reserve agents are not Flex 
agents.
Flexible RoutingAn ACD capability that allows customers to choose how incoming calls 
should be routed to agents within a split. Calls can be routed to the first 
available agent or to the most idle agent.
FMCHSee 
Forced Multiple Call Handling.
Forced Busy (FBUSY)A trunk state. The caller receives a forced busy signal. 
						

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Forced Disconnect 
(FDISC)A trunk state. The caller receives a forced disconnect.
Forced Multiple Call 
Handling (FMCH)A feature available with G3V4 or later switches that, when activated for a 
split/skill, allows calls to be automatically delivered to an idle line 
appearance, if the agent is in the Auto-In/Manual-In work mode and an 
unrestricted line appearance is available on the voice terminal.
Greatest NeedAgents with a call handling preference of Greatest Need will receive calls 
based on the queue priority and wait time (current wait time or predicted 
wait time).
Historical DatabaseContains intrahour records for up to 62 days, daily records for up to 5 
years, and weekly/monthly records for up to 10 years for each CMS-
measured agent, split/skill, trunk, trunk group, vector, and VDN.
Historical ReportsDisplay past ACD data for various agent, split/skill, trunk, trunk group, 
vector, or VDN activities. A report summary of call data into daily, weekly 
or monthly totals.
HOLDA trunk state. The agent has put the call on this trunk on hold.
IDLEA trunk state. The trunk is not is use and waiting for a call.
IISee 
Information Indicator.
Idle Agent QueueAn ordered list of agents per split or skill based on completion of the last 
ACD call used in the Uniform Call Distribution (UCD-MIA) and Expert 
Agent Distribution (EAD-MIA) agent selection methods.
Information Indicator (II)A two-digit code that identifies the type of originating line (for example: 
hotel or pay phone) for incoming ISDN PRI calls.
Integrated Services 
Digital Network (ISDN)A digital standard for telephony that enables, among other things, 
telephone, television, and computer signals on the same lines. This 
system may someday replace our existing telephone lines.
Interval-Based ItemsA category of database items. These items represent the amount of time 
during a collection interval spent doing a particular activity. Interval-based 
items are updated throughout the collection interval and timing is 
restarted at the end of the interval. Interval-based items should only be 
used to show amount of time in an interval for an activity or to calculate 
percentages of time spent in an interval. Interval-based items should not 
be used to calculate averages (such as average hold time). 
						

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Intrahour IntervalA 15, 30, or 60 minute segment of time starting on the hour. An intrahour 
interval is the basic unit of CMS report time.
Least Occupied Agent 
(LOA)An agent selection method that uses agent occupancy since logging in, 
rather than position in an idle agent queue, to determine which agent to 
select when a call arrives. LOA can be used with either Uniform Call 
Distribution (UCD-LOA) or Expert Agent Distribution (EAD-LOA). This 
agent selection method is specific to 
CentreVu Advocate
List Trace AdvocateA function used to trace advocate agent activities. These activities 
include all agent state changes until the trace is turned off. You must 
activate an agent trace to obtain List Trace Advocate information.
LocationA location, or site, refers to a physical location. This can be a building, a 
section of a building, or it can be what was once a separate ACD before 
the ATM WAN capability was used to merge separate ACDs with other 
ACDs into one large call center. A location will typically be assigned one 
(or more) location IDs. A location, despite being part of a larger call 
center, may continue to have sole responsibility for handling certain 800 
numbers. A location may also share responsibility for handling an 800 
number by having some of its agents be part of a larger split/skill that 
includes agents from other locations.
Location ID for agentsAn agent location ID is the ID of the agent terminal the agent is logged 
into. It is associated with the DEFINTY port network ID to which the agent 
terminal is attached. An agent cannot be assigned a location ID for 
reporting purposes until he or she logs into the ACD. Available on the 
DEFINITY ECS R7.1 with ATM and later.
Location ID for trunksThe 
DEFINITY network location ID (1-44) associated with a trunk. A 
Location ID is not directly assigned to an trunk, instead, it is assigned to a 
port network (via the 
chcabinetx form). Therefore, each trunk whose 
equipment location belongs to that port network will be associated with 
that port network’s location ID. 
						

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Logical AgentAn EAS feature that associates the agent’s login ID with the physical 
extension when the agent logs in. Properties such as the assigned skills, 
class of restriction, and coverage path are associated with the login ID 
rather than the physical extension. This allows agents to log in at any 
available set. 
Agents are assigned a single set of work mode buttons, rather than one 
set per skill. This simplifies the agent’s interface to the work mode 
buttons. When the “MI” or “AI” button is lit, the agent is available to take a 
call in any assigned skills.
The Logical Agent capability allows calling agents to connect by dialing 
into their login IDs. Calls to login IDs may be treated as direct agent ACD 
calls, given the proper class of restriction, or may be treated as extension 
(personal) calls. Treating the calls as direct agent calls can be used to 
help distinguish business-related from personal calls.
LOGOFFAn agent trace work mode. An agent is logged out and not available to 
take ACD calls.
LOGONAn agent trace work mode. An agent is logged in and available to take 
ACD calls.
MaintenanceA CMS subsystem that is used for doing routine maintenance of the 
CentreVu CMS, such as backing up data, checking on the status of the 
connection to the switch, and scanning the error log.
Maintenance Busy 
(MBUSY)A trunk state. The trunk is maintenance busy, out of service for 
maintenance purposes.
Manual In (MI)An ACD work mode. MI makes the agent available to receive an ACD call 
and automatically places the agent into the ACW state upon release from 
the call.
MBUSYSee 
Maintenance Busy.
MCHSee 
Multiple Call Handling.
MeasuredA term that means an ACD element (agent, split/skill, trunk, trunk group, 
vector, VDN) has been identified to CMS for collection of data. If the ACD 
element is not measured, no data is collected.
MISee 
Manual In.
MIASee 
Most Idle Agent. 
						

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ModifyA CMS action that changes the database entry to reflect the new values 
entered in the current primary window.
Monthly DataDaily data that has been converted to a Monthly summary.
Most Idle Agent (MIA) An ACD distribution method that maintains a queue of idle agents. An 
agent is put at the end of the list for a particular split when the agent 
completes an ACD call for that split. The agent continues to advance in 
the list as long as the agent remains staffed and in ACW, available, or on 
AUXIN/OUT extension calls from the available state. In G3V2, if the 
agent is in ACW or is on an AUXIN/OUT extension call from the available 
state, then the agent is marked as unavailable to take an ACD call but 
remains in the list, moving up. An agent in the AUX mode (either by 
pressing the AUX button or by logging in) is not in the list of eligible 
agents. 
Agents in multiple splits/skills are in multiple “eligible agent” lists, one list 
for each split/skill. An agent who is in ACW, on an AUXIN/OUT extension 
call from the AVAIL state, of on an ACD call for another split/skill 
continues to move up the list of eligible agents for other split/skills. 
With EAS, if there are no calls waiting in queue for an agent’s primary 
skill(s), the agent is put into the MIA queue for primary and secondary 
skills, and then receives the next call for any of the skills logged into.
Multiple Call Handling 
(MCH)A feature that allows a single agent to handle multiple ACD and/or non-
ACD calls simultaneously. All but one of the calls must be on hold and 
only one call can be ringing. There are four types of Multiple Call 
Handling, each of which provides an alternative definition of an available 
agent as follows:
lon-request: An agent is considered available if all calls are on hold, 
an unrestricted call appearance is available, and the agent requests 
an ACD call by pressing the AI or MI button.
lmany-forced: An agent is considered available if an unrestricted 
call appearance is available and the agent is in the AI or MI work 
mode.
lone-forced: An agent is considered available if no ACD calls are 
ringing, active, or on hold, an unrestricted call appearance is 
available, and the agent is in the AI or MI work mode.
lone-per-skill: An agent is considered available for a skill if an 
unrestricted call appearance is available and the agent is in the AI or 
MI work mode and is not currently handling a call for the skill. 
						

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Multi-Agent Skill Change 
WindowThis window allows the user to perform the following administration 
actions: add one or more agents to a skill; move one or more agents from 
one skill to another; and remove one or more agents from a skill.
Multiple Call Handling 
(MCH)Allows an agent to receive an ACD call while other calls are active on the 
agent’s station. The agent must put the current call on hold and press 
AI/MI in order to receive another ACD call.
Multiple Split QueuingWith Call Vectoring, a call can be directed to up to four splits at the same 
time, with the first agent who is free getting the call.
Multiuser ModeAny administered CMS user can log into CMS. Data continues to be 
collected if data collection is “on.”
Name (Synonym) FieldsFields in which you may enter a name (synonym) that has been entered 
in the Dictionary subsystem (for example, names of agents, splits/skills, 
agent groups, trunk groups, vectors, VDNs).
Nonprimary Split/SkillWhen a call is queued to multiple splits/skills, the second and third 
splits/skills to which the call queues in a VDN are called nonprimary 
splits/skills. They are also referred to as secondary and tertiary 
splits/skills, respectively.
Nonzero (0) Skill 
(Generic 2.2 with EAS)Any skill that does not end in “0” is called a nonzero skill.
Normal ConditionA graph term. The bars in the graph report are within your defined 
acceptable limits.
OTHERAn agent state. The agent is working on a direct agent call, working on a 
call for another split or skill, or has put a call on hold and has not chosen 
another work mode.
Over Threshold StateAn overload 1 or overload 2 state exists for a skill when a call is queued 
and the EWT for the skill (for the call currently being queued) is greater 
than or equal to one of the administered thresholds. The state exists until 
a call is dequeued for the skill and the EWT for the skill (for the next call 
to be queued) is less than both of the administered thresholds.
Percent AllocationPercent allocation is a new call handling preference used only with 
CentreVu Advocate. This preference specifies that calls are to be 
selected for the agent based on a comparison of the time spent on calls 
for each skill and the percentage of time allocated for that skill for the 
agent. Optionally, after call work can be included in the time spent. 
						

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Percent (%) Within 
Service LevelThe percentage of calls that you are expecting or targeting to be 
answered by an agent within a specific number of seconds.
Phantom Abandon Call 
TimerA CMS capability that tracks information about abandoned calls. When 
the capability is enabled, calls with a duration shorter than the 
administered value (zero to ten seconds) are counted as phantom 
abandon calls. Setting the timer to zero disables it.
Predicted Wait Time 
(PWT)An estimation of the time a call will wait for service in a call queue if the 
currently available agent does not answer the call.
Previous IntervalRepresents one intrahour interval and is part of the real-time database. 
At the end of each intrahour interval, the contents of the current intrahour 
interval are copied to the previous intrahour interval portion of the real-
time database.
Primary SkillSkills assigned to an agent. Primary skills are the areas in which the 
agent has the most expertise.
See also 
Agent Skill.
QueueA holding area for calls waiting to be answered in the order in which they 
were received. Calls in a queue may have different priority levels, in 
which case, calls with a higher priority are answered first.
QUEUEDA trunk state. An ACD call has seized the trunk and is queued to a 
split/skill waiting for an agent to answer.
Read PermissionThe CMS user can access and view data (for example, run reports or 
view the Dictionary subsystem). Read permission is granted from the 
User Permissions subsystem.
Real-Time DatabaseConsists of the current and previous intrahour data on each CMS-
measured agent, split, trunk, trunk group, vector, and Vector Directory 
Number (VDN).
Real-Time ReportsDisplay current ACD call activity on agents, splits/skills, trunks, trunk 
groups, vectors, and VDNs for the current or previous intrahour interval. 
Current intrahour interval real-time reports are constantly updated as 
data changes during the interval. Previous intrahour interval real-time 
reports show data totals for activity that occurred in the previous intrahour 
interval.
Redirect On No AnswerAn ACD capability that assists the user if a call is not answered in a 
specified number of rings (preset by the call center Manager). The 
terminal extension, including ports with VRUs, is busied out and the call 
goes back into the queue at top priority. 
						

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Refresh RateThe number of seconds CMS should wait for each update of the real-time 
report data. A users fastest allowable refresh rate is defined in the User 
Permissions — User Data window as a minimum refresh rate. The 
default refresh rate when a user brings up the report input window is the 
administered minimum refresh rate plus 15 seconds.
Reserve AgentA reserve agent in 
CentreVu Advocate is an agent who is activated on 
that agent’s assigned reserve skill(s) when that skill(s) is in an overload 1 
or 2 state, based on administered thresholds. Reserve agents can be 
reserve1 or reserve2. Reserve2 agents only serve a skill that is in 
overload 2.
Reserve LevelA reserve level is a parameter of agent administration that specifies a 
certain skill as being handled by this agent only when an administered, 
CentreVu Advocate Service Level Supervisor threshold has been 
exceeded. There are two reserve levels, corresponding to the two 
administrable thresholds on a skill.
RINGINGAn agent state. The time a call rings at an agents voice terminal after 
leaving the queue and before the agent answers the call. 
Available only 
with Generic 2, Load 3.1 or later with the ring state enabled and with 
Generic 3
.
A trunk state. A call is ringing at the agents voice terminal.
Rolling ASASee
 Average Speed of Answer (ASA).
Roving AgentsAgents with Greatest Need call handling preference have a role of 
Roving for that skill; that is, they receive calls based on the call’s wait 
time in queue, rather than on an assigned skill level. Non-EAS agents are 
also considered roving.
ScriptingThe Scripting feature lets you create a script to run a specified report or 
run a report and export the data on schedule. The scripts require a 
customer-provided scheduler to be run at a later time.
For more information on the Scripting feature, see Chapter 3, “Scripting,” 
in the 
CentreVu® CMS R3V6 Administration (585-215-850) guide.
Secondary SkillSkills assigned to an agent. Secondary skills are the areas in which the 
agent does not have extensive expertise.
See also 
Agent Skill.
SEIZEDA trunk state. A call is using the trunk either incoming or outgoing.