Administration Guide - Avaya Support

Glossary
Automated Attendant
A service that greets callers and instructs them how to proceed. Using the
Automated Attendant, you can also use other call handling features such
as intercom paging and call screening. When enabled, callers are
transferred to the subscriber’s extension. When disabled, callers are
transferred directly to the subscriber’s mailbox, where they can leave a
message.
Average Hold Time (AHT)
The sum of the lengths of all telephone calls (in minutes or seconds)
during the busiest hour of the day divided by the number of calls.
Busy Hour
A method used to calculate the number of ports required, when sizing a
system. It represents the busiest hour of the day, when the volume of calls
generated by internal subscribers and external callers reaches its peak.
Call-Answered Messages
Received Modular Messaging voice messages can originate from two
different sources:
! Subscriber-to-subscriber messages are sent by a Modular Messaging
subscriber using either a TUI or a client.
! Call-answered messages result when somebody calls a subscriber
who doesn’t answer the phone. Modular Messaging answers, the
caller leaves a message in the TUI, and the message arrives in the
subscriber’s inbox. Call-answered messages may or may not come
from another Modular Messaging subscriber.
Caller Applications
Allow you to extend or even replace the system Automated Attendant,
depending on your organization’s needs. You can:
! Automate call handling and route incoming calls directly to
departments within your organization.
! Use caller applications to create daily “bulletin board” announcements
for your callers and subscribers.
! Have greater flexibility and more options with respect to system and
personal greetings.
Call Handling
A feature that allows Modular Messaging software to screen or block calls
and to specify what greetings are played when an extension is busy or not
answered.
Call Information Packet
A string of DTMF digits sent by the PBX to the MAS in inband integration.
The call information packet contains information on the type of call
received (known as the “call packet type”), the called party ID, the calling
party ID, and the trunk ID.
Avaya Modular Messaging Release 3.1 with the Avaya MSS
D–2 MAS Administration Guide
February 2007