Instruction manual

CentreVu CMS Open Database Connectivity
GL-12
Direct Agent Calling
An EAS capability that makes it possible for a caller to reach the same
agent every time and still include the call as an ACD call in the
management tracking of the call center. This is ideal for claims
processing where a client needs to speak with the agent handling the
claim. This flexibility ensures a high level of customer service without
reducing management control.
Direct Department
Calling (DDC)
A process of selecting an agent when more than one agent is available.
With DDC, the call will go to the agent closest to the top of an ordered list.
(This is a non-EAS option only.)
Direct Inward Dialing
(DID)
An incoming trunk used for dialing directly from the public network into a
communications system without help from the attendant.
DNIS See
Dialed Number Identification Service .
Driver A dynamic link library that processes ODBC function calls received from
the
driver manager, submits the resultant SQL requests to a specific data
source, and returns the results to the requesting application. If necessary,
a driver modifies an application’s request so that the request conforms to
the syntax supported by the associated DBMS. See
Structured Query
Language, Database Management System
, and Dynamic Link Library for
more information.
Driver Manager A dynamic link library that loads drivers on behalf of an application.
Dynamic Link Library A dynamic link library is another name for a driver or a driver manager. A
dynamic link library is specific to the DBMS of the data being accessed.
For example, an
Informix specific dynamic link library will be used to
access data in an
Informix database, such as the CMS database.
EAD See
Expert Agent Distribution .
EAS See
Expert Agent Selection .
ECS See
Enterprise Communications Server .
Enterprise
Communications Server
(ECS)
An Enterprise Communications Server is another name for a switch
release, for example, the G3 ECS, or switch.
Entity A generic term that refers to one of the following: Agent, Split/Skill, Trunk,
Trunk Group, VDN, or Vector.