User's Manual

Issue 5.0 May 2005 151
Glossary
abandoned call An incoming call in which the caller hangs up before the call is answered.
ACD See Automatic Call Distribution (ACD)
.
ACD agent See agent
.
ACW See after-call work (ACW) mode
.
access code A dial code used to activate or cancel a feature, or access an outgoing trunk.
ACD work mode See work mode
.
active-notification call A call for which event reports are sent over an active-notification association
(communication channel) to the adjunct. Sometimes referred to as a
monitored call.
active notification
domain
VDN or ACD split extension for which event notification has been requested.
adjunct-controlled
split
An ACD split that is administered to be under adjunct control. Agents logged
into such splits must do all telephony work, ACD login/ logout, and changes
of work mode through the adjunct (except for auto-available
adjunct-controlled splits, whose agents may not log in/out or change work
mode).
after-call work (ACW)
mode
A mode in which agents are unavailable to receive ACD calls. Agents enter
the ACW mode to perform ACD-related activities such as filling out a form
after an ACD call.
agent A person who receives calls directed to a split. A member of an ACD hunt
group or ACD split. Also called an ACD agent.
agent report A report that provides historical traffic information for internally measured
agents.