Instruction manual

CentreVu CMS Open Database Connectivity
GL-5
Asynchronous Transport
Mode (ATM)
A high-speed, connection-oriented switching and multiplexing technology
that uses 53 byte cells (5-byte header, 48-byte payload) to transmit
different types of traffic simultaneously, including voice, video, and data.
Auto-Available Split An ACD capability that ensures that after a power failure or a system
restart, Voice Response Units (for example, the
CONVERSANT

Voice
Information System) are brought on line again immediately, without time-
consuming reprogramming.
Auto-In (AI) An ACD work mode that makes the agent available to receive calls and
allows the agent to receive a new ACD call immediately after
disconnecting from the previous call.
Automatic Call
Distribution (ACD)
A switch feature using software that channels high-volume incoming and
outgoing call traffic to agent groups (splits or skills).
Also an agent state where the extension is engaged on an ACD call.
See
Redirect On No Answer and Auto-Available Split .
Automatic Number
Identification (ANI)
A general industry term referring to knowledge of the calling party
number (CPN). When the calling party is behind a switch, the number
provided can be either a billing number for the switch or the station
identification (SID) number.
AUX See
Auxiliary Work .
AUX Reason Codes AUX reason codes enable a call center to track an agent’s time more
precisely when the agent is in the AUX state. The agent can specify
exactly why the AUX state is used, such as lunch or meetings.
Auxiliary Work (AUX) An agent work mode. For example, the agent is engaged in non-ACD
work, is on break, in a meeting, or at lunch. An agent can reach this state
by pressing the AUX WORK button or dialing the proper access code
from the voice terminal. The agent can also reach the state by going off-
hook to make or answer an extension call while in AVAIL or with a call on
hold while in AI/MI mode.
AVAIL See
Available .
Available (AVAIL) An agent state in which the extension is able to accept an ACD call. The
agent enters this state by selecting the AI or MI work mode.
Average Agent Service
Time
The average time you are expecting or targeting each agent to spend on
an ACD call, including talk time and after-call-work time.