AT&T 555-230-520 manual Issue 4 September 1995 GL-3

Glossary

The ASA for a split/skill includes the time spent in queue and the time ringing an agent.

The ASA for a VDN includes the time spent in vector processing for the VDN that the call was answered in.

Interval ASA is used for BCMS and CMS reporting where the ASA is calculated on reporting interval boundaries and the ASA is cleared to zero at the start of each reporting interval.

Rolling ASA is used for vector routing which is a running weighted average calculation without regard to any interval boundaries.

B

backup split

In a multiple-split environment, the secondary or tertiary split to which the call is queued.

Basic Call Management System (BCMS)

An application running on the customer switch that collects information from an ACD unit. This application enables customers to monitor and manage telemarketing centers by generating reports on the status of agents, splits, etc., and enables customers to administer the ACD feature for a communications system.

Basic Call Vectoring

A call vectoring feature that allows the user to program the type of processing that an incoming telephone call receives. The user programs accordingly by arranging a set of vector commands in the proper sequence. This feature provides call queuing and call management capabilities.

BCMS

See Basic Call Management System (BCMS).

Billing Number (BN)

The 10-digit number (for North America) that is billed when the calling party makes a toll call. The BN is not always identical to the Calling Party Number (CPN). For example, a company may have a BN of 555-7000, yet an individual at the company may have a CPN of 555-7335. Taken together the CPN/BN information allows the called party to identify the calling party and to determine call volumes from particular geographic areas. See also Calling Party Number (CPN).

BN

See billing number (BN).

branching

Sending of vector control from one vector step to either another vector step or another vector. Branching can be done unconditionally or conditionally (that is, according to a stated condition).

call coverage

A function that provides the automatic redirection of certain calls to alternate answering positions in a call coverage path.

call coverage path

A list of one, two, or three alternate answering positions (covering users) that are accessed in sequence when the called individual or group (principal) is not available to answer the call.

call identifier

An ASAI identifier that permits the ASAI adjunct to first perform simultaneous routing for multiple calls and then to track the progress of the call. This information is included in the ASAI route request message that is sent by the switch.

Issue 4 September 1995 GL-3