Samsung Smart Center User Guide

Agent- An agent is the telephone operative who handles calls at an exten-
sion.  Each Agent is identified by the extension they log in and out of group. 
Agent Contention- A situation where there are not enough agents available
to take calls within the named agent group.
Agent Group- An agent group is a collection of agents monitored by
SmartCentre. Agents can belong to multiple agent groups if necessary. For
each agent configured in the system you can make one of the groups that it
belongs to its...

Contention Report- A contention report provides the percentage of time a
variable number of members in a group were simultaneously free/busy. The
statistics are presented either as non-cumulative or cumulative.
Device- A line, DID number, extension or agent.
Device Numbers- Lines, DID numbers, extensions, agents, and their asso-
ciated groups and super groups are all given up to a 9 digit device number
during the configuration progress.  Device numbers are how the above ele-
ments are uniquely...

Extension- An extension is the physical telephone handset at which an
agent can receive incoming calls, make outgoing calls or handle other forms
of internal telephony traffic.
Extension Contention- Not enough extensions are available to take calls
within the named extension group. 
Extension Group- An extension group is a collection of extensions moni-
tored by SmartCentre. Extensions can belong to multiple extension groups
if necessary. For each extension configured in the system you can make one
of...

Long Queue- Too many calls are waiting to be answered in the queue group.
Applicable to line groups, DIDs, DID groups, extension groups and agent
groups.
Long Ring On- Extension /Agent has been ringing for too long.
Long Unavailable- Extension /Agent has been unavailable to take calls for
too long.
Long Wait- Call has been waiting to be answered for too long. Applicable
to lines, line groups, DIDs, DID groups, extension groups and agent groups.
Long Wrap-Up- Extension/Agent has been in wrap-up for too...

Restore Button- Clicking the Restore button is the same as choosing
Restore from a Control Menu: the window returns to its previous size.
Sizing a Window- You can make a window smaller to view more than one
window at a time, or make it larger to see more of the windows contents.
You cannot move or size a window that has been enlarged to its maximum
size.
Status Color- Many of the real time data windows use color to present the
real time status of devices and device groups. A small number of colors have...