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Intrahour interval
150 Avaya Business Advocate User Guide February 2006
Intrahour interval A segment of time starting on the hour and consisting of either 15, 30, or 60
minutes. An intrahour interval is the basic unit of CMS report time.
Least Occupied Agent
(LOA)
An agent selection method that uses agent occupancy 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
Business Advocate.
List Trace Advocate A function used to trace the activities of Advocate agents. 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.
Location A 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 contact center. A location will typically be assigned one (or
more) location IDs.
A location, despite being part of a larger contact 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 or skill that includes agents from other
locations.
Location ID for agents An agent location ID is the ID of the agent terminal the agent is logged in to.
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 Trunks The switch network location ID (1 to 44) that is associated with a trunk. A
Location ID is not directly assigned to a trunk. Instead, it is assigned to a port
network (this is done using the chcabinetx form).
Therefore, each trunk whose equipment location belongs to that port network
is associated with that port network’s location ID.
When running CMS reports that include location IDs (LOC_ID), those IDs
defined on Communication Manager that are greater than 44 will return a
default location ID of 0 to CMS. Support for location IDs above 44 is
expected in a future release of CMS.