User`s guide

6(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
Priority If an agent answers several
queues, a priority between the
queues may be programmed.
Queue Each ACD-call number has a
queue where calls are queued
when there are no free agents
available.
Queue message A pre-recorded voice message that
can be played to the caller. Two
messages can be recorded per
queue.
Real time A function in a CCS system, where
presentation the ongoing activities within the
ACD-group, are shown on the
screen in real time.
Silent intrusion The supervisor may at any time
intrude an agent who is logged
on. The supervisor may also
intrude if an ACD agent asks him
to do it. During intrusion no
warning tone is heard.
Statistics Facts about ACD-calls presented
directly by the ACD-system, or on
an advanced level by the CCS
system.
Supervisor An agent with a supervisor function
for a number of agents. The super-
visor may be equipped with a
CCS system.
Timeouts Limitation for how often the fixed
clerical time may be expired before
the agent is automatically logged
out.
Trunk group A group of trunks that are routed to
an ACD-number.
Voice answer Pre-recorded messages used as
queue messages and greeting
messages in trunk-, ACD group-
and agent level.