Instruction manual

CentreVu CMS Open Database Connectivity
GL-24
RING
An agent state in which a call rings at an agent’s voice terminal after
leaving the queue and before the agent answers the call. (
This agent
state is available only with Generic 2.2, and with Generic 3 and ECS
.)
A trunk state in which a call is ringing at the agent’s voice terminal.
Rolling ASA Rolling ASA is a running weighted average calculation without regard to
any interval boundaries. A rolling ASA calculated by the switch or ECS
can be used, beginning with R3V4 CMS, for vector routing. Rolling ASA
is calculated on the G3V4 switch, and the ECS, and sent to R3V4 and
later CMS releases.
An additional Rolling ASA calculated by the switch is also available as a
real time database item for G3V4 and later G3 switches.
RONA See
Redirect On No Answer .
Run A CMS action that starts the process for the given window.
Screen-Labeled Key
(SLK)
The first eight function keys at the top of your keyboard that correspond
to the screen labels at the bottom of your terminal screen in
CentreVu
CMS. The screen labels indicate the function each key performs.
Scrolling Moving backward and forward within a window in CMS.
Second Threshold A graph term for the upper limit you enter for a particular condition in a
graph report. When this limit is met, the bar(s) change color/intensity,
indicating that a possible Warning condition exists.
Secondary Split/Skill (G3
Vectoring, G2.2 EAS)
The second split/skill the call queues to in a VDN is called the secondary
split/skill.
Skill Group (Generic 2.2
EAS)
A group of ten skills. Each consecutive ten skills ending with digits 0
through 9 constitute a skill tens group. For example, skills 10-19 form a
skill tens group, as do skills 340-349.
Secondary Skill Skills assigned to an agent. Secondary skills are the areas in which the
agent does not have extensive expertise, or is not the agent’s preference.
(Used in G3V2 through G3V4 with EAS.)
See
Agent Skill, Skill Level.
Secondary Window A user window that is generated from a primary window. Secondary
windows can be moved, sized, or scrolled and do not count in the user
window count.