Instruction manual

CentreVu CMS Open Database Connectivity
GL-20
Multi-Agent Skill Change
Window
This window allows the user to perform the following administration
actions: add up to 32 agents to a skill; move up to 32 agents from one
skill to another; and remove up to 32 agents from a skill.
Multiple Call Handling
(MCH)
Allows an agent to receive an ACD call while other calls are active on the
agent’s station. Unless forced MCH is in operation, the agent must put
the current call on hold and press AI/MI in order to receive another ACD
call.
Multiple Split/Skill
Queuing
With Call Vectoring, a call can be queued to up to three splits/skills at the
same time. The first agent who becomes free in any of the splits/skills
gets the call.
Multiuser Mode Any administered CMS user can log into CMS. Data continues to be
collected if data collection is “on.” This is the normal CMS operating
mode.
Name (Synonym) Fields Fields in which you may enter a name (synonym) that has been entered
in the Dictionary subsystem (for example, names of agents, splits/skills,
agent groups, trunk groups, vectors, VDNs).
Next A CMS action that displays the next match found following a Find One,
Next, or Previous action.
Night Service A switch capability that assists calls that come in after business hours or
on weekends to be automatically rerouted to a split, an announcement, or
an alternate destination specifically set up for after-hours coverage.
Nonprimary Split/Skill When a call is queued to multiple splits/skills, the second and third
splits/skills to which the call queues in a VDN are called nonprimary
splits/skills. They are also referred to as secondary and tertiary
splits/skills, respectively.
Nonzero (0) Skill
(Generic 2.2 with EAS)
Any skill that does not end in “0” is called a nonzero skill.
Normal Condition A graph term in which the bars in the graph report are within your defined
acceptable limits.
OCM See
Outbound Call Management .
ODBC See
Open Database Connectivity .