AT&T 555-230-520 manual Glossary, Acd

Glossary

A

ACD

See Automatic Call Distribution.

ACD split

A MIA/DDC hunt group in a system where ACD has been optioned by the customer and where the hunt group has been administered as used for ACD.

active call

A call to a VDN that is still active in the switch or tandemed through the switch. The call remains active until the call is released.

active VDN

The active VDN is the called VDN as determined by VDN Override. The active VDN would be displayed to an answering agent if delivered at this time. If the previous VDN has override set to y, the routed to VDN becomes the active VDN. The active VDN is also called the VDN of record.

adjunct processor

A processor that performs one or more tasks for another processor (for example, a switch).

After-Call work mode

An ACD agent work mode that makes the agent unavailable to receive any ACD calls for any split. This mode is used when the agent is doing ACD call-related work.

agent

A member of a hunt group or split.

Agent LoginID

The digits dialed in the agent login procedure to identify the agent. With the logical agent capability, these digits must be part of the extension numbering plan and they are administered using the ‘AgentLoginID’ form.

agent skill

An attribute that is assigned to an ACD Agent LoginID. Agents can be assigned up to four skills. The skills indicate the type of calls an agent can handle.

AMWL

See Automatic Message Waiting Lamp (AMWL).

ANI

See Automatic Number Identification (ANI).

announcement

A pre-recorded message that may give a caller information about the status of the call or other important items.

answer supervision

A signal set by a terminating communication system to an originating communications system — or immediate charging point, such as a central office (CO) switch — indicating that an incoming call has been answered. On receiving this signal, the originating system or other charging point begins tracking charges for the call, if charges apply.

Issue 4 September 1995 GL-1