Technical References

Index-1
Index
A
AAS, 71
ACD
configuration, 25
ACD script modifications, 26
ACD scripts, 15
Active, 45
agent re-skilling, 71
Agent states, 45
Application, 16
Arrived command, 27
Associate Telephone (AST), 35
Aura Contact Center ACD capacity, 36
Aura Contact Center Event Interface, 70
Aura Contact Center Server (SCCS), 14
Aura Contact Center Server(SCCS), 14
Available, 45
B
Break, 45
Busy, 45
C
Call Control Variable Map, 59
Call Presented, 45
Caller-entered digits (CED), 60
Client Host Name field, 40
Client Instance field, 40
Client Login field, 40
Client Password field, 40
Client Provider ID field, 40
Consultation, 45
Controlled DN (CDN), 15
Controlled_Returned command, 34
D
Dequeued command, 30
Dequeued_Agent command, 30
Disconnect command, 34
DO_POST_ROUTE, 54
Duplexed PG, 14
E
Emergency, 45
Enqueued command, 29
Enqueued_Agent command, 30
Enqueued_MLA command, 29
Enqueued_MLA_Begin command, 29
Enqueued_MLA_End command, 29
Enqueued_MLA_Next command, 29
G
GIVE RINGBACK command, 27
Give_Busy command, 33
Gove_Overflow command, 34
H
Handle time, 64
Hardware and software requirements,
19
Hardware configuration, 14
HDX, 23
HDX Link Configuration, 40
Hold, 45
Host Data Exchange (HDX), 19
Host Data Exchange Interface (HDX), 13
Host Enhanced Routing, 19
I
ICM configuration, 40
maintaining, 50
ICM configuration tools, 37
ICM features, 20
ICM Setup tool, 37
ICM software configuration, 40
Idle, 45
In-Bound Call Management, 19
Instance Number field, 39
Interflowed command, 28