Instruction manual

CentreVu CMS Open Database Connectivity
GL-7
Call-Based Items
The category of database items in CMS that are committed to the
database after the call completes. If a call starts and ends in different
intrahour intervals, all of the call-based data is recorded in the interval in
which the call completed. Most database items are call-based.
Call Handling Preference A parameter of agent administration in the EAS environment that
specifies how calls are selected for the agent.
Call-Handling Profile A set of objectives describing how you want a split/skill to handle calls.
Call-handling profiles are part of the Forecasting subsystem.
Call Management System
(CMS)
A software product used by business customers that have Lucent
Technologies telecommunications switches/ECS and receive a large
volume of telephone calls that are processed through the Automatic Call
Distribution (ACD) feature of the switch/ECS. The CMS collects call-
traffic data, formats management reports, and provides an administrative
interface to the ACD feature in the switch/ECS.
Call Management System
Query Language
(CMSQL)
A tool that allows direct queries of the historical database. This tool is the
interactive interface typically used to view the
Informix database. For
CMS purposes, CMSQL is used instead of
Informix SQL.
Call Prompting A switch feature that routes incoming calls based on information entered
by the calling party, such as an account number. The caller receives an
announcement and is prompted to select an option from those listed in
the announcement or to enter numeric information using the telephone
dial pad.
Call Vectoring A switch feature that provides a highly flexible method for processing
ACD calls.
A call vector is a set of instructions that controls the routing of incoming
and outgoing calls based on current conditions. Examples of call vector
conditions include time of day and the number of calls in queue.
Call Work Code (CWC) An ACD capability that allows the agent to enter a string of digits during
or after the call and send them to the
CentreVu® Call Management
System for management reporting.
Caller Needs The reasons a customer calls your call center.
Calls Carried Trunk data. The number of inbound/outbound calls that occupied the
trunk during a given time period.