Instruction manual
CentreVu
CMS Open Database Connectivity
GL-25
SEIZED
A trunk state in which the trunk is being used for either an incoming or an
outgoing call.
Select Tables A CMS action that allows you to select specific tables to Back Up or
Restore.
Service Observing—
Remote
A feature that allows a user to dial into the switch and monitor a call.
Service Observing—
VDNs
A feature available with the G3V4 switch and the ECS that gives a voice
terminal user the ability to monitor the treatment a call receives as it is
processed by a VDN, routes to another VDN or agent, or transfers to
another VDN or agent.
Shortcut A CMS capability that enables a series of tasks to run immediately on
your screen. Shortcut is a fast, easy way to select windows that you
might look at every day.
Single-User Mode Only one person can log into CMS. Data continues to be collected if data
collection is “on.” This mode is required to change some CMS
administration.
Site A site refers to a physical location. This can be a building, a section of a
building, or it can be what was once a separate ACD before the ACD
WAN PNC capability was used to merge this separate ACD together with
other ACDs into one large call center. A site will typically be assigned one
or more location IDs. A site, despite being part of a larger call center, may
continue to have sole responsibility for handling certain 800 numbers. A
site may also share responsibility for handling an 800 number by having
some of its agents be part of a larger split/skill that includes agents from
other sites.
Skill An attribute that is assigned to an ACD Agent when EAS is enabled. An
agent skill is a particular expertise or speciality enabling an agent to
handle a call which requires someone with that particular area of
expertise. You define skills based on specific customer needs and call
center requirements.
Skill Hunt Group When EAS is enabled, calls route to specific skill hunt groups. These skill
hunt groups are usually based on the needs of your customers. Agents
are not assigned to a skill group (like split hunt groups), but agents are
assigned specific skills that become active when they log in.