Instruction manual

CentreVu CMS Open Database Connectivity
GL-1
Glossary
3332 Platform Intel
*
based CMS platform.
Abandoned Call A call in which a caller hangs up before receiving an answer from an agent.
The call could be queued to a split/skill or in a vector/vector directory number
(VDN) or ringing at an agent before it is abandoned.
Abandoned Call
Search
An Automatic Call Distribution (ACD) capability that enables the system to
make sure on certain trunk types that the caller is on the line before passing
the call to an agent.
Acceptable Service
Level
A target value set to define the acceptable amount of time for an agent to
answer a call. Target values are normally set as objectives by management.
A percentage of calls answered within a set amount of time (for example, 80
percent of calls answered within 20 seconds).
Access Permissions Permissions assigned to a Call Management System (CMS) user so that the
user can access different subsystems in CMS or administer specific
elements (splits/skills, trunks, vectors, and so on) of the ACD. Access
permissions are specified as read or write permission. Read permission
means the CMS user can access and view data (for example, run reports or
view the Dictionary subsystem). Write permission means the CMS user can
add, modify, or delete data and execute processes.
ACD See
Automatic Call Distribution .
ACD Call A call that queued to a split/skill and was answered by an agent in that
split/skill, or a call that queued as a direct agent call and was answered by
the agent for whom it was queued.
Acknowledgment A window that requires you to confirm an action or to acknowledge a system
message (for example, system going down, warning, or fatal error for the
user window). This window cannot be moved, sized, or scrolled and
disappears only when you confirm the message.
Action List A menu in the upper-right corner of most user windows. The menu lists the
actions available for that particular user window (for example, add, modify,
delete, and so on). You select an action after entering necessary data in the
user window.
*Intel is a registered trademark of Intel Corp.