Maintenance Manual

Glossary
Desktop Configuration Administration
175
You install each SR separately and each SR appears in the Add/Remove Programs
window. Separate installation of SRs allows rollback to a previous state. If an SR is
server side only, the Add/Remove Program title includes “(Server only).”
Silence
A time when neither the agent or the caller are talking.
SNMP
Simple Network Management Protocol. A common network protocol that describes
messages passed between SNMP-enabled applications.
SNMP Agent
An SNMP-enabled application that acts as a client to an SNMP management
application by providing data values for registered OIDs.
SNMP GET
An SNMP message used to get a value for a particular OID.
SNMP Management Application
An SNMP-enabled application that can get or set information from a local or remote
SNMP Agent application.
SNMP SET
An SNMP message used to set a value for a particular OID.
soft IP phone
A computer application that emulates a hard IP phone and runs on an agent’s PC.
SPAN
Switched Port Analyzer. A feature, also known as port monitoring, of some Cisco
switches that allow all the network traffic entering or leaving a switch port to be
copied and sent to a destination port. When server monitoring is used, the
destination port on the switch is the connection point for the server that is running
the packet capturing software.
spx
An audio file format especially designed for speech.
SRTP
Secure Real-time Transport Protocol. An RTP (Real-time Transport Protocol) profile
intended to provide encryption, message authentication and integrity, and replay
protection to RTP data in both unicast and multicast applications.
supervisor
1. A supervisor is the person who has first-line responsibility for the management
of a group of agents, and often is able to monitor agents and system performance.
2. A user role in Quality Management that can access the following applications in
Workforce Optimization: Dashboard, Recording, Reporting. Supervisors have the
following privileges: