Instruction manual

GLOSSARY
Call Management System (CMS)
An adjunct processor that collects data from an ACD and generates reports to be stored
or displayed concerning status of agents, splits, and trunks.
Callback Call
A call that is automatically returned to a voice terminal user who activated the Automatic
Callback or Ringback Queuing feature.
Call Vector
A set of up to 15 vector commands to be performed for an incoming or internal call.
Call Waiting Ringback Tone
A low-pitched tone identical to the ringback tone except that the tone decreases during
the last 0.2 second. This tone notifies the attendant that the Attendant Call Waiting
feature has been activated and that the called user is aware of the waiting call.
Call Work Code
A number, up to 16 digits, entered by ACD agents to record the occurrence of customer-
defined events (such as account codes, social security numbers, or phone numbers) on
ACD calls.
Central Office (CO)
The location housing telephone switching equipment that provides local telephone ser-
vice and access to toll facilities for long-distance calling.
Central Office Codes
The first three digits of a 7-digit public network telephone number. These codes are
numbered from 200 through 999.
Central Office Trunk
A telecommunications channel that provides access from the system to the public net-
work through the local central office.
Channel
A communications path for transmitting voice and data.
Class of Restriction (COR)
A number (0 through 63) that specifies the restrictions assigned to voice terminals, voice
terminal groups, data modules, and trunk groups.
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