Instruction manual

CentreVu CMS Open Database Connectivity
GL-28
Timetable
A task or group of tasks (such as reports) scheduled for completion at a
time that is convenient and nondisruptive for your call center’s operation.
Top Skill The agent’s top skill is the agent’s first-administered, highest-level skill.
This concept is the most useful when you have a Generic 3 switch (with
EAS) and with agents who are using skill level call handling preference.
In this case, the agent’s top skill represents the skill for which the agent is
most likely to receive a call. Agents for whom a given skill is the top skill
are the agents that a skill supervisor can count on to handle calls for the
skill.
This concept is not useful for agents using the greatest need call
handling preference or for agents who are not Generic 3 (with EAS)
agents. In these cases, the top skill data is still populated. When using
the Generic 2.2 (with EAS) switch, the agent’s top skill is always the “zero
skill.” For non-EAS agents, the top “skill” is the split the agent has been
logged into the longest.
Translations A CMS action that requests a full set of information about measured
entities from the switch.
Trunk A telephone line that carries calls between two switches, between a
Central Office (CO) and a switch, or between a CO and a phone.
Trunk Group A group of trunks that are assigned the same dialing digits—either a
phone number or a Direct Inward Dialed (DID) prefix.
TSC See
Technical Service Center .
UCD See
Uniform Call Distribution .
Ultra Enterprise 3000 A Sun Microsystems computer capable of hosting CMS. See Sun
Computers.
Uniform Call Distribution
(UCD)
A process that selects an agent when more than one agent is available.
With UCD, the most idle agent for the skill/split receives the call.
See
Direct Department Calling and Expert Agent Distribution .
Universal Call Identifier
(UCID)
A number that uniquely identifies a call in a network of nodes that support
UCID. This number will be a part of the records in the Call History feature
of CMS.
NOTE: