Instruction manual

CentreVu CMS Open Database Connectivity
GL-26
Skill Level
A priority level from 1 (highest) to 16 (lowest) indicating an agent’s level
of expertise or ability to handle calls to the given skill. (ECS Version 5 and
later.)
Skill, Primary See
Primary Skill .
Skill, Secondary See
Secondary Skill .
SLK See
Screen-Labeled Key .
Solaris System See UNIX System/Solaris System .
SPARCserver 5 See Sun Computers.
SPARCserver 10 See Sun Computers.
SPARCserver 20 See Sun Computers.
SPARCstation A workstation client for the SPARCserver .
Split A group of extensions (referred to as agents) that receives special-
purpose calls in an efficient, cost-effective manner. Calls automatically go
to a split and can queue if no agents are available.
Split/Skill ACD Call A split/skill ACD call is a call that routed to a split/skill and was answered
by an agent in that split/skill.
SQL See
Informix SQL .
Staffed Agent An agent who is currently logged in to the switch.
Standard Reports The set of reports that are delivered with the CMS or
CentreVu
Supervisor software.
Station An unmeasured voice terminal extension. An extension that is not
currently staffed by an agent or that is a member of an unmeasured
split/skill or hunt group.
Stop A CMS action that stops the Restore or Migration that is in progress.
Stop is also a vector command.
String Values The descriptive words that appear on reports dealing with agents,
splits/skills, and trunks. A
word is used to describe the value of the data
(for example, HOLD, AVAIL, YES).