Lucent Technologies Centrevu Explorer Ii Version 1.0 User Guide

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-19
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...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-20
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...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-21
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...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-22
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...

   CentreVu Explorer II Version 1.0 User Guide
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...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-24
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...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-25
Skill Hunt Group When EAS is enabled, calls route to specific 
skill hunt groups. These skill hunt groups are 
usually based on the needs of your customers. 
Agents are not assigned to a skill group (like 
split hunt groups), but agents are assigned 
specific skills that become active when they log 
in.
Skill Level A priority level from 1 (highest) to 16 (lowest) 
indicating an agent’s level of expertise or ability 
to handle calls to the...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
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Split/Skill ACD Call A split/skill ACD call is a call that routed to a 
split/skill and was answered by an agent in that 
split/skill.
SQL Server Database engine that 
CentreVu Explorer II 
uses on a 
Windows NT platform.
Staffed Agent An agent who is currently logged in to the 
switch.
Standard Reports The set of reports that are delivered with the 
CMS or 
CentreVu Supervisor software.
Station An unmeasured voice terminal extension. An...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
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Sun SPARCserver 
ComputersA host computer that is attached to a network 
and provides services other than simply acting 
as a store-and-forward processor or 
communication switch. The 
Sun SPARCserver 
5, 10, and 20 computers are capable of hosting 
the 
CentreVuCMS application software.
Sun UltraSPARC 
ComputersA host computer that is attached to a network 
and provides services other than simply acting 
as a store-and-forward processor or...

   CentreVu Explorer II Version 1.0 User Guide
Glossary
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Tertiary Split/Skill Generic 3 and ECS with vectoring, Generic 2.2 
with EAS only. When a call is queued to 
multiple splits/skills, the third split/skill the call 
queued to in a VDN is called the tertiary 
split/skill.
Trunk A telephone line that carries calls between two 
switches, between a Central Office (CO) and a 
switch, or between a CO and a phone.
Trunk Group A group of trunks that are assigned the same 
dialing digits — either a...