Specifications

Task: naming your call center entities in the Dictionary CentreVu CMS Administration
Changing agent string values 3-19
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6 To change the reserve-level default names, type the new descriptive
word next to Reserve1 or Reserve2.
• Reserve1 — the agent begins answering calls when the skill's 1st
threshold is crossed.
• Reserve2 — the agent begins answering calls when the skill's
second threshold is crossed.
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7 To change the call-direction default names, type the new descriptive
word next to IN or OUT.
• IN — the agent is on an incoming call.
• OUT — the agent is on an outbound call.
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8 To change the call-origination default names, type the new descriptive
word next to PHONE or KEYBOARD. Agents can be on either of the
following types of outbound calls:
• PHONE — the agent dialed an outbound call using the voice
terminal dial pad.
• KEYBOARD — the agent dialed an outbound call using the
computer keyboard.
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9 To change the call-destination default names, type the new descriptive
word next to PBX or OFF.
• PBX — internal to the switch.
• OFF — external to the switch.
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10 To change the agent role default names, type the new descriptive word
next to TOP, ALLOCATED, BACKUP, ROVING, and RESERVE.
• TOP — the agent can be counted on to answer the skill's calls
(unless an agent's other skills go into overload).
• ALLOCATED — the agent has a percentage of his/her time
allocated to answering the skill's calls.