Lucent Technologies Centrevu Cms Administration Guide

  Glossary  CentreVu CMS Administration
GL-3
agent position (non-EAS) 
The combination of agent login ID and split the agent logged into. Agents logged 
into multiple splits are associated with multiple positions.  Call data is collected 
separately for each agent/split combination. 
agent role
A description of the kind of service an agent in multiple skills gives for 1 of these 
skills. Agent role is a combination of call-handling preference and skill/reserve 
levels. 
agent skill 
An attribute that is...

  Glossary  CentreVu CMS Administration
GL-4
ASA 
See average speed of answer.
ASAI 
See Adjunct/Switch Applications Interface.
auto-available split 
An ACD capability that enables VRUs such as the CONVERSANT® Voice  
Information System to be brought online again immediately after a power failure 
or system restart, without time-consuming reprogramming.
Auto-In (AI) 
An ACD work mode that makes the agent available to receive calls and  allows the 
agent to receive a new ACD call immediately after...

  Glossary  CentreVu CMS Administration
GL-5
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  Glossary  CentreVu CMS Administration
GL-6
Call Prompting 
A switch feature that routes incoming calls based on information supplied by the 
caller, such as an account number. The caller hears an  announcement and is 
prompted to select an option from those listed in  the announcement.
Call Vectoring
A switch feature that provides a highly flexible method for processing ACD calls 
using VDNs and vectors as processing points between trunk groups and splits. Call 
Vectoring permits a treatment of calls...

  Glossary  CentreVu CMS Administration
GL-7
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copy group or profile 
A CentreVu CMS operation that creates a new group or profile from an existing 
one.
current
A CentreVu CMS operation that displays data from the current interval. 
current interval
The...

  Glossary  CentreVu CMS Administration
GL-8
database 
A group of files that store ACD data according to a specific time period. This can 
be current and previous intrahour real-time data or intrahour, daily, weekly,  and 
monthly historical data.
database item 
A name for a specific type of data stored in one of the CentreVu CMS databases. A  
database item can store ACD identifiers such as split numbers or names, login  IDs, 
and VDNs or statistical data on ACD performance such as number of ACD  calls,...

  Glossary  CentreVu CMS Administration
GL-9
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direct agent ACW  (DACW) 
An agent state in which the agent is in the after call work state for a direct  agent 
ACD call.
direct agent calling 
An EAS capability that allows a caller to reach the same  agent...

  Glossary  CentreVu CMS Administration
GL-10
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expected wait time (EWT)
An estimate of how long a caller will have to wait to be served by a call center while 
in queue. EWT is based on current and past traffic, handling time, and staffing 
conditions. Time...

  Glossary  CentreVu CMS Administration
GL-11
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  Glossary  CentreVu CMS Administration
GL-12
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INFORMIX SQL
An interactive interface typically used to view the INFORMIX database.
Integrated Services Digital Network (ISDN)
A digital standard for telephony that enables telephone, television, and computer...