User`s guide

5(6)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 C
104/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
GLOSSARY
ACD-group A group of agents with program-
med answer keys for one of the
ACD-queues.
ACD-MS The interface in the PBX that
supports the advanced monitoring
and statistics processing
program(s) for ACD-applications.
ACD-MS V.0 = Interface valid till
R7.
ACD-MS V.1 = Interface valid since
R8.
ACD-MS V.2 = Interface valid since
R9.
Active agent An agent that has logged on to one
ore more (maximum 8) ACD-
queue(s).
Agent Any extension having at least one
programmed ACD-answer key.
Agent group Any group of agents. Only
applicable within an CCS Standard
system.
Agent number A number used to distinguish
between the different agents and is
equivalent with the individual
agent greeting announcement
reference number.
Alarms Values that can be set for the
states and statistics on CCS
system.
When the value is reached an
alarm is shown on the screen.
Call Centre A PC-based system application for
Supervisor supervising an ACD-system. The
(CCS) CCS system presents the
supervisor with real time
information and statistical data
regarding ACD-calls.
Available CCS systems are CCS
Standard and CCS Basic
Call Centre CCA is a server/client
Assistant based Agent application providing
(CCA) graphical user interface for ACD-
agents/supervisors.
CCA is a CTI software based on
BusinessLink for Windows NT.
Call code A code dialled by the agent and
sent to the CCS system. The codes
can be given any meaning and are
stored in the CCS system. It is
possible to classify calls with more
than one call code.
Clerical key A key on an agent telephone used
for initiating a clerical period.
Clerical time The time between two calls that the
agent may use for other purposes.
Clerical time may be common or
individual. The clerical time can be
displayed on the telephone display.
Dynamic queue A queue which length changes due
to the change of the number of
agents that are logged on to the
ACD-group.
Greeting A pre-recorded greeting message
message played when the agent answers a
call.
Help-key A key used by an agent to
discretely inform the supervisor of
a needed assist.
Immediate Agent answer key may be
programmed as immediate speech.
Calls will then never ring, but be
presented just by a short tone burst
before connection is established.
Passive agent An agent that has logged off from
all ACD-queues.
Pause-key A key on an agent telephone used
to initiate and stop a job
interruption for a certain time
without logging off from the system.
PES Personal Efficiency System is an
equipment with state information
about calls handled by one
extension. It is based on TAPI
standard (e.g. DTM).
PIN Personal Identity Number. A code
used by the agent to log on to the
system. A PIN is only useful when
the system has a connected
CCS system.