Avaya S8700 - Page 474

Maintenance Commands
555-233-143
7-218 Issue 1 May 2002
ACW
The number of agents in this split currently in After Call Work (ACW) split.
This field is real-time status data.
AUX
The number of agents in this split currently in AUX work for this split. If an
agent is on another split’s call or in After Call Work (ACW) for another split,
this agent is not considered in AUX work and will not be recorded here.
This field is real-time status data.
Extn
The number of agents in this split currently on non-ACD (Automatic Call
Distribution) calls, either incoming or outgoing directly to/from their
extensions. If the agents are also in After Call Work (ACW) or AUX they
will be recorded as Extn rather than ACW or AUX. This field is real-time
status data.
OtherSplit
The number of agents in this split on another split’s call or in After Call
Work (ACW) for another split. Only used if agents belong to multiple splits.
This field is real-time status data.
AGENT
The name of the agent associated with the extension. If no name exists
this field will be left blank. This field is translation data.
EXT
The agent’s extension. This field is translation data.
STATE
The current state of the agent for this split. This possible states are Avail,
ACD, ACW, AUX, Extn In, Extn Out, OtherSplit, and Unstaff. If an agent is
staffed, the agent must also be in one of the above states. This field is
real-time status data.
TIME
The clock time at which the agent entered the current state. This field is
real-time status data.
ACD CALLS
The number of Automatic Call Distribution (ACD) calls (inbound and
outbound), that the agent has completed for this split during the current
period (half hour or hour). The maximum number of calls is 255, and if this
maximum is exceeded, 255 is displayed. This field is measurement data.
EXTN IN CALLS
The number of non-ACD incoming calls that the agent has received and
completed during the current period. The maximum number of calls
displayed is 255. This field is measurement data.
EXTN OUT CALLS
The number of outgoing non-ACD (Automatic Call Distribution) calls that
the agent has completed during the current period. The maximum number
displayed is 255. This field is measurement data.