Instruction manual

CentreVu CMS Open Database Connectivity
GL-15
Forced Busy (FBUSY)
A trunk state in which the switch sends a busy signal to a caller when the
call center is too busy to handle the incoming call.
Forced Disconnect
(FDISC)
A trunk state in which the switch disconnects the caller.
Forced Multiple Call
Handling (FMCH)
A feature available with the G3V4 switch, and the ECS, that, when
activated for a split/skill, allows calls to be automatically delivered to an
idle line appearance if the agent is in the Auto-In/Manual-In work mode
and an unrestricted line appearance is available on the voice terminal,
even if the agent is talking on an ACD call.
Function Call Another name for a request for data generated within an ODBC-enabled
application. The embedded SQL function in the application submits the
request to the ODBC driver manager as a function call, where it is
translated and a DBMS-specific driver manager (dynamic link library) is
selected based on the type of data requested.
Get Contents A CMS action that provides access to the members of an agent group, or
to tasks on a shortcut or timetable.
Graphics A CMS reporting option that allows you to view some reports in bar graph
format.
CentreVu Supervisor supports other graphic formats.
Grayed Out When you do not have access to a menu or action list item, it will be
grayed out (that is, dimmed or displayed in a different color from the rest
of the menu or action list).
See
Dimmed .
Historical Database A database that contains intrahour records for up to 62 days in the past,
daily records for up to 5 years in the past, and weekly/monthly records for
up to 10 years in the past for each CMS-measured agent, split/skill, trunk,
trunk group, vector, and VDN.
Historical Reports Reports that display past ACD data for various agent, split/skill, trunk,
trunk group, vector, or VDN activities.
HOLD A trunk state in which the agent has put the call on hold.
ICM See
Inbound Call Management .
IDLE A trunk state indicating that the trunk is not in use.
II See
Information Indicator .