Maintenance Manual

Glossary
Desktop Configuration Administration
169
contact
A connection via voice or email from a customer to an agent in the customer
contact center.
contact center
A business center with two or more persons that provides customer services by
phone, email, and fax. Examples of contact centers are help desks, customer
service centers, catalog sales centers, reservation centers,
telemarketing/collection operations.
Container
The server side of Workforce Optimization that maintains user sessions and
forwards Data API requests to the appropriate product’s Data API service.
CTI Manager
A service that runs on the Unified CM and handles JTAPI events for every Unified
CM in the cluster. A primary and backup CTI Manager can be specified.
customer service representative
A service representative who handles customer contacts, including account
inquiries, complaints, and support calls.
Database API Service
This Quality Management service constantly checks the database to ensure that it
is running. If the database stops, the Quality Management Database API Service
restarts it. In a Cisco environment, this service also handles product-specific
authentication and requests.
database
A collection of related data or information organized in such a way that it can be
easily retrieved or manipulated.
day off
A day when an agent is not scheduled to start a shift. The agent might actually end
a shift on that day if the schedule day crosses midnight.
DB Cleaner Service
This Quality Management service purges records from the Quality Management
database, and media files from the Voice and Screen servers, on a daily basis. The
administrator configures the retention period for these files in Quality Management
Administrator.
debugging file
A log file (with the *.dbg file extension) that contains diagnostic information that
can help resolve issues. Quality Management creates debugging logs by default. If
you want debugging turned off, you must edit the appropriate configuration file.