Instruction manual

CentreVu CMS Open Database Connectivity
GL-11
DBMS
See
Database Management System .
DDC See
Direct Department Calling .
Default Skill (Generic 2.2
with EAS)
Every skill that ends with a “0” is called a default skill, since every staffed
agent in the skill group is logged into this skill by default. The default skill
is the first skill for each skill group.
Delete A CMS action that removes the entry on the window from the database.
Dequeued and
Abandoned (DABN)
A trunk state in which the trunk quickly goes to idle after the caller
abandons the call.
Designer Reports Customized reports that can be created using
CentreVu Supervisor’s
Report Designer feature, and which are run from
CentreVu Supervisor.
Dialed Number
Identification Service
(DNIS)
A network capability that identifies, for each call, the number dialed or the
area from which the call originated (for example, a specific 800 number
set up for a promotion).
Dictionary A CMS subsystem that can be used to assign names to various call
center elements such as login IDs, splits/skills, trunk groups, VDNs and
vectors. These names appear on reports, making them easier to
interpret. Dictionary also allows customized calculations to be created for
use in reports.
DID See
Direct Inward Dialing .
Dimmed Indicates unavailable or disabled. A dimmed menu item, button, or
command is displayed in a lighter shade than the standard display and
cannot be selected.
See
Grayed Out .
Direct Agent ACD
(DACD)
An agent state in which the agent is on a direct agent ACD call.
Direct Agent ACW
(DACW)
An agent state in which the agent is in the after call work (ACW) state for
a direct agent ACD call.