Instruction manual

CentreVu CMS Open Database Connectivity
GL-21
Open Application
Interface
An open applications interface that allows the same application to be
supported by a wide range of products and avoids the need to develop
specialized interfaces for new applications.
Open Database
Connectivity (ODBC)
Open Database Connectivity is a standard application programming
interface (API) for accessing data in both relational and non-relational
databases.
Open Window A user window that remains open because you have not yet closed it with
the SLK. An open window becomes the current window when it
initially appears on the screen or when you make it the current window
using the SLK.
OTHER An agent state in which the agent is working on a call for another split or
skill, or has put a call on hold and has not chosen another work mode.
When the link to the switch first comes up or when the agent has just
logged in, the agent state is OTHER until the switch notifies CMS of the
agent’s state.
Outbound Call
Management (OCM)
A set of switch and adjunct features using ASAI, that distributes outbound
calls initiated by an adjunct to internal extensions (usually ACD agents).
PEC See
Price Element Code .
Percent (%) Within
Service Level
The percentage of calls that were answered by an agent within a specific
number of seconds. This observed percentage is used in reports as a
statistical value.
See
Acceptable Service Level .
Previous A CMS action that displays the previous match found.
Exit
Current