Instruction manual

CentreVu CMS Open Database Connectivity
GL-9
Connected Call
A non-ACD call (that is connected to an agent through a VDN) for which
CentreVu CMS receives an indication that the call rang or was answered.
Continue A CMS action that resumes the suspended Restore or Migration
operation.
CONVERSANT CONVERSANT

is a powerful voice response system which interacts
with the caller. This system may include: automated call routing,
announcement storage, message retrieval, and callback.
Copy Group or Profile A CMS action that creates a new group or profile from an existing one.
Current A CMS screen-labeled key (SLK) that allows the user to cycle through
open windows.
Current Interval Represents the current intrahour interval, which can be 15, 30, or 60
minutes. The current interval is part of the real-time database. CMS starts
collecting ACD cumulative data at the beginning of the interval (on the
hour, half-hour, or quarter hour) and continues collecting ACD cumulative
data until the end of the interval. When the current interval changes, all
cumulative data is cleared and CMS begins counting cumulative data
again starting from zero. The length of the interval is set in the
System
Setup: Storage Intervals
window and is called the
intrahour
interval
.
Current Wait Time The time a call has waited for service in a call queue adjusted for queue
priority.
Current Window The user window in which you are actively working.
CWC See
Call Work Code .
D Channel An ISDN channel that transmits at 16,000 bits per second. The signaling
information connects, monitors, and disconnects calls. It can also carry
low-speed packet data at 9,600 bits per second. “D” is an abbreviation of
Data Channel.
DABN See
Dequeued and Abandoned .
DACD See
Direct Agent ACD .
DACW See
Direct Agent ACW .
Daily Data Interval data that has been converted to a 1-day summary.