Instruction manual

CentreVu CMS Open Database Connectivity
GL-23
Real-Time Reports
Reports that display current ACD call activity on agents, splits/skills,
trunks, trunk groups, vectors, and VDNs for the current or previous
intrahour interval. Current intrahour interval real-time reports are
periodically updated as data changes during the interval. Previous
intrahour interval real-time reports show data totals for activity that
occurred in the previous intrahour interval.
Recorded
Announcements
Prerecorded greetings and information played to callers as they wait for
service.
Redirect On No Answer
(RONA)
An ACD capability that removes an unanswered call from the voice
terminal at which it is ringing, busies out the port or makes the agent
unavailable, and requeues the call at top priority or sends it to a VDN.
Refresh Rate The number of seconds CMS should wait for each update of the real-time
report data. A user’s fastest allowable refresh rate is defined in the User
Permissions—User Data window as a minimum refresh rate. The default
refresh rate when a user brings up the report input window is the
administered minimum refresh rate plus 15 seconds.
R3V4 can refer to a software version of
CentreVu CMS.
Release 3 Version 5
(R3V5)
R3V5 can refer to a software version of
CentreVu CMS.
Release 3 Version 6
(R3V6)
R3V6 can refer to a software version of
CentreVu CMS.
Release 3 Version 8
(R3V8)
R3V8 can refer to a software version of
CentreVu CMS.
Request Agent The
OpenLink Request Agent resides on the client and interfaces with
the ODBC driver via proprietary protocol. The Request Agent links the
client applications and the
OpenLink Request Broker on the server to
facilitate transparent database access.
Request Broker The
OpenLink Request Broker is an ODBC driver manager that resides
on the server. ODBC uses data source names as the link between the
ODBC Request Broker and the relevant ODBC driver for a particular
database. The
OpenLink Request Broker provides the link between the
user’s applications and the DBMS itself by selecting a dynamic link library
specific to the database being queried.