Specifications

Glossary CentreVu CMS Administration
GL-19
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trunk
A telephone circuit that carries calls between 2 switches, between a central office
and a switch, or between a central office and a telephone.
trunk group
A group of trunks that are assigned the same dialing digits: either a phone number
or a direct inward dialed (DID) prefix.
U uniform call distribution (UCD)
A method of call distribution in which the most idle agent for a skill receives the
call (if the agent is available).
universal call identifier (UCID)
A number that uniquely identifies a call in a network of nodes that support UCID.
UNKNOWN
1) An agent state in which CentreVu CMS does not recognize the agent’s state.
2) A trunk state in which CentreVu CMS does not recognize the trunk’s state.
UNSTAF (non-EAS)
An agent state in which the agent is not logged in and therefore is not tracked by
CentreVu CMS.
user ID
The login ID for a CentreVu CMS user.
V VDN
See vector directory number.
VDN calls-counted
See active VDN calls.
VDN of origin announcement (VOA)
A short announcement that is assigned to a VDN through switch administration.
The VOA identifies the origin or purpose of a call for the call center agent who
answers the call.