User Guide

Glossary
GL-4
Data module A serial communications device used for the
asynchronous transfer of data. BCMS Vu connects to the
DEFINITY system through a data module.
BCMS Vu does not work with analog modems,
PDMs, or INADS.
DEFINITY system
BCMS interval
The period of time, either one hour or one half hour,
during which measurements are collected in the
DEFINITY system. At the end of the interval, counts are
reset to 0.
Direct Agent
Calling
An EAS capability that makes it possible for a caller to
reach the same agent every time and still include the call
in the management tracking of the call center as an ACD
call. This is ideal for claims processing, where a client
needs to speak with the agent handling the claim.
Document See Report.
Hundred call
seconds
See CCS.
Interval See DEFINITY system BCMS interval.
MI (Manual-In).
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.
Note