Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-15
First Threshold A graph term for the lower limit for a particular 
condition in a graph report. The bar(s) change 
color/intensity when the defined limit is met, 
notifying you that a Caution condition could 
exist.
Forced Busy 
(FBUSY)A trunk state in which the switch sends a busy 
signal to a caller when the call center is too 
busy to handle the incoming call.
Forced Disconnect 
(FDISC)A trunk state in which the switch disconnects 
the caller.
Forced Multiple Call 
Handling (FMCH)A feature available with the G3V4 or later 
switch, and the ECS, that, when activated for a 
split/skill, allows calls to be automatically 
delivered to an idle line appearance if the 
agent is in the Auto-In/Manual-In work mode 
and an unrestricted line appearance is 
available on the voice terminal, even if the 
agent is talking on an ACD call.
Historical Reports Reports that display past ACD data for various 
agent, split/skill, trunk, trunk group, vector, or 
VDN activities.
HOLD A trunk state in which the agent has put the call 
on hold.
ICM See 
Inbound Call Management.
IDLE A trunk state indicating that the trunk is not in 
use.
II See 
Information Indicator. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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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.
INFORMIXA relational database management system 
used to organize 
CentreVu CMS historical data 
when 
CentreVu Explorer II is used in a Solaris 
operating system environment.
Input Field An input field is an area on a user window into 
which an 
CentreVu Explorer II user enters one 
or more valid field values. For example, the 
valid values for the input field Max Rows 
Returned is 30, but can be modified.
Integrated Services 
Digital Network 
(ISDN)A digital standard for telephony that enables, 
among other things, telephone, television, and 
computer signals on the same lines.
Interval-Based Items A category of database items. These items 
generally represent the amount of time during 
a collection interval spent doing a particular 
activity. Interval-based items are updated 
throughout the collection interval and timing is 
restarted at the end of the interval. Interval-
based items should only be used to show the 
amount of time in an interval for an activity or to 
calculate percentages of time spent in an 
interval. Interval-based items should not be 
used to calculate averages (such as average 
hold time). 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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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.
JRE
Java Run Time Environment.
Java Plug-InJava is a programming language for World 
Wide Web applications from Sun 
Microsystems. 
Java was modeled after C++, 
and 
Java programs are embedded into HTML 
documents. The first Web browsers to run 
Java 
applications are Sun’s 
HotJava and Netscape’s 
Navigator 4.5. The “plug in” enables other 
browser applications to use 
Java capabilities.
LAN See 
Local Area Network.
Local Area Network A private interactive communication network 
that allows computers to communicate over 
short distances, usually less than one mile, at 
high data transfer rates from 1 Mbps to as high 
as 100 Mbps.
Logical Agent An EAS feature that associates the agent’s 
login ID with the 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.  
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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The Logical Agent capability allows agents to 
be called by dialing their login IDs. Calls to 
login IDs may be treated as direct agent ACD 
calls, given the proper class of restriction, or 
may be treated as extension (personal) calls. 
Treating the calls as direct agent calls can be 
used to help distinguish business-related from 
personal calls.
LOGOFF An agent work mode indicating that an agent 
has logged out and is not available to take 
ACD calls.
LOGON An agent work mode indicating that an agent 
logged in or is staffed.
Logout Reason 
CodesLogout reason codes enable an agent to 
specify the reason for logging out, such as the 
end of a shift or training.
Manual In (MI) An ACD work mode. The Manual In (MI) mode 
makes the agent available to receive an ACD 
call and automatically places the agent into the 
ACW state upon release from the call.
MCH See 
Multiple Call Handling.
Measured A term that means an ACD element (agent, 
split/skill, trunk, trunk group, vector, VDN) has 
been identified to the switch of interest to the 
CentreVu CentreVu CMS. The switch sends 
messages to 
CentreVu CMS only for ACD 
elements that are measured. If the ACD 
element is not measured on the switch, no data 
is collected. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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Messages Temporary windows used only for displaying 
information like “field help” and syntactical field 
errors. Message windows cannot be moved, 
sized, or scrolled and do not count in the user 
window count. Message windows are 
automatically removed when you correct the 
error or move to the next field.
MI See 
Manual In.
MIA See 
Most Idle Agent.
Most Idle Agent (MIA)  This is an ACD distribution method that 
maintains a queue of idle agents and 
distributes a call to the split/skill to the agent 
closest to the head of the queue who is not 
marked as “busy.” (“Busy” is defined as being 
in ACW, on an AUXIN/OUT call, or on an ACD 
call for another split/skill.) Agents in multiple 
splits/skills are in multiple “eligible agent” lists. 
There is one list for each skill. If MIA across 
splits/skills is enabled, agents are put at the 
bottom of all agent lists after completing an 
ACD call for any split/skill. If MIA across skills 
is 
not enabled, an agent who is on an 
AUXIN/OUT extension call from the AVAIL wait 
or on an ACD call for another split/skill 
continues to move up the list of eligible agents 
for other splits/skills. Agents in ACW may or 
may not be in the eligible agent lists, 
depending upon the setting of an option (ECS 
R5 and later). 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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Multiple Call Handling 
(MCH)Allows an agent to receive an ACD call while 
other calls are active on the agent’s station. 
Unless forced MCH is in operation, the agent 
must put the current call on hold and press 
AI/MI in order to receive another ACD call.
Multiple Split/Skill 
QueuingWith Call Vectoring, a call can be queued to up 
to three splits/skills at the same time. The first 
agent who becomes free in any of the 
splits/skills gets the call.
Multi-user Mode This is the normal 
CentreVu Explorer II 
operating mode, in which any valid user can 
log into 
CentreVu Explorer II.
Net in Time The time the call spent in a VDN processing at 
another switch located elsewhere in the 
network.
Nonprimary Split/Skill When a call is queued to multiple splits/skills, 
the second and third splits/skills to which the 
call queues in a VDN are called nonprimary 
splits/skills. They are also referred to as 
secondary and tertiary splits/skills, 
respectively.
Nonzero (0) Skill 
(Generic 2.2 with 
EAS)Any skill that does not end in “0” is called a 
nonzero skill.
OCM See 
Outbound Call Management.
Originating Hold Time The total time the originating agent put the call 
on hold. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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OTHER An agent state in which the agent is working on 
a call for another split or skill, or has put a call 
on hold and has not chosen another work 
mode. When the link to the switch first comes 
up or when the agent has just logged in, the 
agent state is OTHER until the switch notifies 
CentreVu CMS of the agent’s state.
Outbound Call 
Management (OCM)A set of switch and adjunct features using 
ASAI, that distributes outbound calls initiated 
by an adjunct to internal extensions (usually 
ACD agents).
PEC See 
Price Element Code.
Price Element Code 
(PEC)The set of numbers that Lucent Technologies 
has assigned to each part that may be ordered.
Primary Skill The skills assigned to an agent. Primary skills 
are the areas in which the agent has the most 
expertise. (This is used in G3V4 or later 
switches with EAS.) See 
Agent Skill, Skill 
Level
.
Pseudo-ACD An area you create on your 
CentreVu CMS to 
place previously backed-up ACD data. A 
pseudo-ACD is not a 
live (real) ACD and does 
not communicate with any switch.
Queue A holding area for calls waiting to be answered 
in the order in which they were received. Calls 
in a queue may have different priority levels, in 
which case, calls with a higher priority are 
answered first. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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QUEUED A trunk state in which an ACD call has seized 
the trunk and is queued to a split/skill waiting 
for an agent to answer.
R3V4 See 
Release 3 Version 4.
R3V5 See 
Release 3 Version 5.
R3V6 See 
Release 3 Version 6.
R3V8 See 
Release 3 Version 8.
RAID Redundant Array of Inexpensive Disks. 
Recorded 
AnnouncementsPrerecorded greetings and information played 
to callers as they wait for service.
Redirect On No 
Answer (RONA)An ACD capability that removes an 
unanswered call from the voice terminal at 
which it is ringing, busies out the port or makes 
the agent unavailable, and re-queues the call 
at top priority or sends it to a VDN.
Release 3 Version 4 
(R3V4)R3V4 can refer to a software version of 
CentreVu CMS or CentreVu Supervisor.
Release 3 Version 5 
(R3V5)R3V5 can refer to a software version of 
CentreVu CMS or CentreVu Supervisor.
Release 3 Version 6 
(R3V6)R3V6 can refer to a software version of 
CentreVu CMS or CentreVu Supervisor.
Release 3 Version 8 
(R3V8)R3V6 can refer to a software version of 
CentreVu CMS or CentreVu Supervisor. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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RING An agent state in which a call rings at an 
agents voice terminal after leaving the queue 
and before the agent answers the call. (This 
agent state is available only with Generic 2.2, 
and with Generic 3 and ECS.)
A trunk state in which a call is ringing at the 
agents voice terminal.
Rolling ASA Rolling ASA is a running weighted average 
calculation without regard to any interval 
boundaries. A rolling ASA calculated by the 
switch or ECS can be used, beginning with 
CentreVu CMS R3V4, for vector routing. 
Rolling ASA is calculated on the G3V4 and 
later switches, and the ECS, and sent to R3V4 
and later 
CentreVu CMS releases.
An additional Rolling ASA calculated by the 
switch is also available as a real time database 
item for G3V4 and later G3 switches.
RONA See
 Redirect On No Answer.
Secondary Skill Skills assigned to an agent. Secondary skills 
are the areas in which the agent does not have 
extensive expertise, or is not the agent’s 
preference. (Used in G3V4 and later switches 
with EAS.)
See 
Agent Skill, Skill Level.
Segment A segment is defined by the ECS/Switch as a 
logical grouping of call information.
SEIZED A trunk state in which the trunk is being used 
for either an incoming or an outgoing call. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
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Service Observing—
RemoteA feature that allows a user to dial into the 
switch and monitor a call.
Service Observing—
VDNsA feature available with the G3V4 switch and 
the ECS that gives a voice terminal user the 
ability to monitor the treatment a call receives 
as it is processed by a VDN, routes to another 
VDN or agent, or transfers to another VDN or 
agent.
Servlet
Java™ servlets are small, platform-
independent 
Java programs that can be used 
to extend the functionality of a Web server in a 
variety of ways. Servlets are to the server what 
applets are to the client-small 
Java programs 
compiled to bytecode that can be loaded 
dynamically and extend the capabilities of the 
host.
Session Display The default mode used to display query 
results. The Session Display option allows the 
user to pick a customized set of ECHI data 
elements.
Skill An attribute that is assigned to an ACD Agent 
when EAS is enabled. An agent skill is a 
particular expertise or speciality enabling an 
agent to handle a call which requires someone 
with that particular area of expertise. You 
define skills based on specific customer needs 
and call center requirements.