Specifications

CHAPTER 14 NDA-24213
Page 264
Issue 3.0
Terms and Concepts
Agent Position
A telephone set that is configured for use in handling ACD calls, with
a number of keys for controlling ACD functions. Agent positions are
typically equipped with two telephone lines: one is for incoming
ACD calls; the other line (called the PBX line or My Line) is for
non-ACD work or personal calls, and functions as a normal business
station. An Agent Position number is from two to four numeric
characters with a valid range from 10-9999.
Agent State
The current function being performed by an agent as displayed in an
MIS report (such as whether they are taking an ACD or non-ACD
call, or whether they are working within a primary split or on a
multi-split basis).
Answer Delay Interval
The amount of time elapsed before a call is answered. The answer
delay time is divided into 8 segments (or buckets). These timing
intervals can be modified within CallCenterWorX MIS.
Argument
A quantity upon which another depends, such as the specification of
a split number or a number of seconds, in a Call Control Vector step.
Assigned Names
Optional names (such as Tenant Name, Split Name, Agent Name,
Pilot Name, Tally Name, Trunk Name) given to these entities to
make them easier to remember than by their numbers alone.
Asynchronous
A method of data transmission which allows characters to be sent at
irregular intervals (without a timing clock) by preceding each
character with a start bit, and following it with a stop bit.
Attribute Split
The number of the preferred split in the list of allowable splits in
which this agent will be working. This split sets up the agent’s
allowed break types, after call Work mode, and other parameters
derived from the ACD settings for that split. See “Multi-Split Agent”
in the “CallCenterWorX ACD Features and Specifications” manual
for a detailed explanation.
Automatic Call Distribution (ACD)
The system responsible for accepting and evenly distributing
incoming calls to available agents. An ACD allows calls to follow a
user-defined route once the calls enter the system.
Baud Rate
A measure of transmission speed for data. The CallCenterWorX
default baud rate setting is 9600.
Break Type
A staffing analysis statistic. Up to 9 break types (such as Lunch,
Coffee, or Rest) can be configured and MIS reports generated.
Business Station
A regular (non-ACD) PBX telephone station.
Call Control Vectors (CCVs)
A user-defined set of call-handling instructions, producing a timed
sequence of events which control incoming ACD calls prior to their
connection to an agent. The instructions can include placing a call in
the queue of a specific split, delivering an announcement to the
calling party, pausing, placing the call under the control of another
Call Control Vector, and many other actions. Up to 60 different
sequences containing up to 20 steps per sequence provide great
flexibility in call handling. See the “CallCenterWorX ACD Features
and Specifications” for detailed information. See also this manual
Chapter 9, Heading 7., Step 5, “CallControl Vectors.”
Term Definition