Lucent Technologies Centrevu Cms Administration Guide

							  Glossary  CentreVu CMS Administration
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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 associated with an ACD agent and that qualifies the agent to 
handle calls requiring the attribute. An agent can be assigned  up to 20 skills – for 
example, the ability to  speak a particular language or the expertise to handle a 
certain product. 
See also primary skill, secondary skill, and skill level.
agent state 
A call work  mode or call state such as ACD, ACW, AVAIL, AUX,  UNSTAFF, 
DACD, DACW, OTHER, UNKNOWN, RINGING.
agent terminal 
The voice terminal used by a call center agent.
 agent trace
A CentreVu CMS capability that allows you to trace agent activities such as state 
changes to generate a report.
AI 
See Auto-In.
Algorithm 
A procedure for solving a problem in a finite number of steps.
ANI 
See automatic number identification.
announcement 
A recorded voice message that typically identifies the calls destination, asks the 
caller to stay on the line, and describes the product or service offered. With the Call 
Vectoring feature, announcements can be part  of a vectors call processing. 
						

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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  disconnecting from the 
previous call.
Automatic Call  Distribution (ACD) 
1) A switch feature that channels high-volume incoming and  outgoing call traffic 
to agent groups (splits or skills).
2) An agent state in which the extension is engaged on an ACD call.
automatic number  identification (ANI) 
An industry term for notification of the calling party number (CPN). When the 
calling party is connected through a switch, the CPN can be either a billing number 
for the switch or the station  identification (SID) number.
AUX 
See auxiliary work.
AUX reason codes 
Codes that enable a call center to track an agents time more  precisely when the 
agent is in the AUX state. Agents can specify  why they are in the AUX state – for 
example, on break or in a meeting.
 auxiliary work (AUX)
An agent state in which, for example, the agent is doing non-ACD work, is on 
break, or is in a meeting. Agents enter AUX work by pressing the AUX WORK 
button or dialing the access code from their voice terminal. Agents can also enter 
AUX work by going off-hook to make or answer an extension call while in AVAIL 
or with a call on hold.
AVA I L  
See available. 
						

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available (AVAIL)
An agent work mode in which the extension can accept an ACD call. The  agent 
enters this state by selecting the AI or MI work mode.
average agent service time
The average time you are expecting or targeting each agent to spend on an ACD 
call, including talk time and ACW time.
 average speed of answer (ASA)
The average  time a caller waits in queue before connecting to an agent. The ASA 
for a split/skill includes the time spent in queue and the time ringing an agent. The 
ASA for a VDN includes the time spent in vector processing (including the time 
spent in queue and the time ringing) for the VDN that the call was answered in.
Bback up 
The process of protecting data by writing the contents of the disk to an  archive 
such as tape that can be removed from the computer environment  and stored safely.
Ccalculation
A formula for representing call center entities in the Dictionary. Calculations 
generate the date for fields in a report.
call-based items 
The category of database items in CentreVu CMS that are entered in the  database 
after a call completes. If a call starts and ends in different  intrahour intervals, the 
call-based data is recorded for the interval in  which the call completed. Most 
database items are call-based.
call-handling preference
A parameter of agent administration in an EAS environment that specifies how 
calls are selected for the agent.
call-handling profile 
A set of objectives describing how a split/skill handles calls.  Call-handling profiles 
are part of the Forecasting feature.  
						

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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 that is independent of splits.
call work code (CWC) 
An ACD capability that allows the agent to enter a string of digits during  or after 
the call and send them to CentreVu CMS for management reporting.
calls carried 
The number of inbound/outbound calls carried by a trunk.  
CentreVu Advocate
A set of features designed to enhance call and agent selection in a call center.
change agent skills 
A CentreVu CMS capability that allows you to change a single agents skill 
assignment or apply an agent template to up to 50 agents.
CMS 
See Call Management System.
CONN 
See connected.
connected (CONN) 
A trunk state in which a caller and an agent are connected on an ACD  call.
connected call 
A non-ACD call connected to an agent through a VDN and for which CentreVu 
CMS receives an indication that the call rang or was answered.
continue 
A CentreVu CMS action that resumes a suspended restore or migration  operation.
CONVERSANT 
A powerful voice-response system that may include automated call routing,  
announcement storage, message retrieval, and callback. 
						

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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 current intrahour interval, which can be 15, 30, or 60 minutes. The current 
interval is part of the real-time database. 
current wait time
The time a call has waited for service in a call queue adjusted for queue priority.
custom report
A real-time or historical report that has been customized from standard reports or 
created from scratch.
CWC 
See call work code.
DDABN 
See dequeued and abandoned.
DACD 
See direct agent ACD.
DACW 
See direct agent ACW.
daily data 
Interval data that has been converted to a 1-day summary.
data collection off
A state in which CentreVu CMS is not collecting ACD data. If you turn off data 
collection, CentreVu CMS does not void data on current call activity.
data collection on 
A state in which CentreVu CMS is collecting ACD data. 
						

							  Glossary  CentreVu CMS Administration
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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, 
wait time for calls in queue, current states of individual agents, etc.
database tables 
Tables used to collect, store, and retrieve ACD data. Database items are names of 
columns in the tables.
date format
The standard format for entering dates on CentreVu Supervisor reports.
DDC
See direct department calling.
delete 
A CentreVu CMS operation that removes the entry on the window from the 
database.
dequeued and  abandoned (DABN) 
A trunk state in which the trunk quickly goes to idle after the caller  abandons the 
call.
designer reports
Customized reports that you create using CentreVu Report Designer and  run from 
CentreVu Supervisor. 
Dictionary
A CentreVu CMS capability you use to assign names to call center elements such 
as login IDs, splits/skills, trunk groups, VDNs, and vectors. These names appear 
on reports, making them easier to interpret.
DID 
See direct inward dialing.
direct agent ACD  (DACD) 
An agent state in which the agent is on a direct agent ACD call. 
						

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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 every time and 
allows the call center to include the call as an ACD call in management tracking. 
This is ideal for claims  processing in which a client needs to speak with the agent 
handling the  claim. It also ensures a high level of customer service without  
reducing management control.
direct department  calling (DDC) 
A non-EAS option to select an agent when more than one agent is available.  The 
call goes to the agent closest to the top of an ordered list.
direct inward dialing  (DID) 
The use of an incoming trunk used for dialing directly from the public network into 
a  communications system without help from the attendant.
EEAD 
See expert agent distribution.
EAS 
See Expert Agent Selection.
entity 
A generic term for an agent, split/skill, trunk,  trunk group, VDN, or vector.
EWT 
See expected wait time.
exception 
Activity in an ACD which falls outside the limits you have  defined. An exceptional 
condition is defined in the CentreVu CMS Exceptions  subsystem, and usually 
indicates abnormal or unacceptable performance  of the ACD (by agents, splits/
skills, VDNs, vectors, trunks, or trunk  groups). 
						

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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 spent in vector processing before being queued and time spent 
ringing an agent with manual answering on is not included in the EWT. With the 
G3V5 and later, and CentreVu CMS R3V5 and later, the EWT is a switch-based 
calculation.
Expert Agent Selection (EAS)
An optional switch feature that  matches the skills needed to handle a call with an 
agent who has at least 1 of those skills.
extension call 
A call originated by an agent or a non-ACD call  received by an agent. Extension 
calls include calls an agent makes to set up a conference or  transfer.
FFBUSY 
See forced busy.
FDISC 
See forced disconnect.
Find One
A CentreVu CMS action that searches the database for entries that match the input 
value.
flex agents
Agents who have the role of roving, backup, or allocated. Top and reserve agents 
are not flex agents. See CentreVu Advocate User Guide585-215-855.
flexible routing
An ACD capability that allows customers to choose how incoming calls should be 
routed to agents in a split. Calls can be routed to the first available agent or to the 
most idle agent.
forced busy (FBUSY)
A trunk state in which the caller receives a forced busy signal. 
forced disconnect (FDISC)
A trunk state in which the caller receives a forced disconnect. 
						

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Forced Multiple Call Handling (FMCH)
A feature available with G3V4 or later switches. When activated for a split/skill, 
FMCH allows calls to be automatically delivered to an idle line appearance if the 
agent is in the AI/MI work mode and if an unrestricted line appearance is available 
on the voice terminal.
Hhistorical database
A database consisting of intrahour records for up to 62 days, daily records for up 
to 5 years, and weekly/monthly records for up to 10 years for each CMS-measured 
agent, split/skill, trunk, trunk group, vector, and VDN.
historical reports
A report of past ACD data for various agent, split/skill, trunk, trunk group, vector, 
or VDN activities. Historical reports summarize call data into daily, weekly or 
monthly totals.
HOLD
A trunk state in which an agent has put a call on this trunk on hold.
IIDLE
A trunk state in which trunk is not in use and is waiting for a call.
II
See information indicator.
Inbound Call  Management (ICM) 
A set of switch and adjunct features using ASAI to enable the adjunct to  provide 
automatic screen delivery and call routing.
information indicator (II)
A 2-digit code that identifies the type of originating line (for example, hotel or pay 
phone) for incoming ISDN PRI calls.
INFORMIX 
A relational database management system used to organize CentreVu CMS 
historical data. 
						

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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 
signals on the same lines.
interval ASA
The average time a call waits in queue before connecting to an agent, calculated on 
reporting interval boundaries and used for pre-R3V4 CentreVu CMS reporting. 
Interval ASA is cleared to zero at the start of each reporting interval. See also 
average speed of answer (ASA), rolling ASA.
interval-based items
A category of database items that represent the amount of time during a collection 
interval spent on a particular activity. Interval-based items are updated throughout 
the collection interval and timing is restarted at the end of the interval.
intrahour interval 
A 15-, 30-, or 60-minute segment of time starting on the hour. An  intrahour 
interval is the basic unit of CentreVu CMS report time.
ISDN 
See Integrated Services Digital Network.
LLAN 
See local area network.
local area network
A private interactive communication network that allows computers to  
communicate over short distances, usually less than 1 mile, at high  data transfer 
rates from 1 Mbps to as high as 100 Mbps.
Logical Agent
An EAS feature that associates an agents login ID with a physical extension when 
the agent logs in. Properties such as the assigned skills, class of restriction, and 
coverage path are associated with the login ID rather than the physical extension. 
This allows agents to log in at any available set.