Specifications

Glossary CentreVu CMS Administration
GL-15
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N name (synonym) fields
A field in which you can input a name (synonym) that you have entered in the
Dictionary. For example, you can input names of agents, splits/skills, agent groups,
trunk groups, vectors, or VDNs.
night service
A switch capability that enables calls that come in after business hours or on
weekends to be automatically rerouted to a split, an announcement, or an alternate
destination set up for after-hours coverage.
nonprimary split/skill
The 2nd and 3rd splits/skills to which a call queued to multiple splits/skills queues
in a VDN. Also called secondary and tertiary split/skill, respectively.
O only me report
A custom report that only the report’s creator and the CentreVu CMS administrator
can access.
OTHER
An agent work mode in which the agent is on a direct agent call or on a call for
another split or skill, or has put a call on hold and has not chosen another work
mode.
Outbound Call Management (OCM)
A set of switch and adjunct features using ASAI, that distributes outbound calls
initiated by an adjunct to internal extensions (usually ACD agents).
P phantom abandon call timer
A CentreVu CMS capability that tracks information about abandoned calls. When
the phantom abandon call timer is enabled, calls with a duration shorter than the
administered value (0 to 10 seconds) are counted as phantom abandon calls. Setting
the timer to 0 disables this capability.
percent within service level
The percentage of calls that you are expecting or targeting to be answered by an
agent within a specific number of seconds.