User's Manual

work state
Issue 5.0 May 2005 155
system-status report A report that provides real-time status information for internally measured
splits.
system manager A person responsible for specifying and administering features and services
for a system.
UCD Uniform call distribution
VDN See vector directory number (VDN)
.
vector directory
number (VDN)
An extension that provides access to the Vectoring feature on the switch.
Vectoring allows a customer to specify the treatment of incoming calls based
on the dialed number.
vector-controlled split A hunt group or ACD split administered with the vector field enabled. Access
to such a split is possible only by dialing a VDN extension.
work mode One of four states (Auto-In, Manual-In, ACW, AUX-Work) that an ACD agent
can be in. Upon logging in, an agent enters AUX-Work mode. To become
available to receive ACD calls, the agent enters Auto-In or Manual-In mode.
To do work associated with a completed ACD call, an agent enters ACW
mode.
work state An ACD agent may be a member of up to three different splits. Each ACD
agent continuously exhibits a work state for every split of which it is a
member. Valid work states are Avail, Unstaffed, AUX-Work, ACW, ACD
(answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent work state
for a particular split may change for a variety of reasons (example: when a
call is answered or abandoned, or the agent changes work modes). The
BCMS feature monitors work states and uses this information to provide
BCMS reports.