AT&T 555-230-520 manual GL-6Issue 4 September

Glossary

dequeued average queue time

The average time a call waits until it is answered by another split to which the call is also queued. This time is indicated in the CMS Split Summary report.

dial-ahead digits

The touch tone digits that are entered by the caller or returned by a VRU, but not yet collected by a collect digits vector step. Dial-ahead digits are stored in the call prompting buffer until collected by a collect digits vector step. See also collected digits.

Dialed Number Identification Service (DNIS)

DNIS provides a display to the answering agent of the service or project, or of the number called (or associated routing number) so that agents grouped in one split/skill can answer appropriately for many different services. DNIS can also be sent to a host computer or other adjunct device.

direct agent call

A call directed to an adjunct (via ASAI) or by a voice terminal user (via EAS Logical Agent ID) to a specific agent where the call is treated as an ACD call with zip tone answer, queuing, after-call-work, and CMS measurement as an ACD call. These calls are queued and delivered before any normal split/skill ACD calls

Direct Department Calling (DDC)

A hunting algorithm which delivers calls to available agents within a hunt group in a pre-defined order.

Distributed Communications System (DCS)

A network configuration linking two or more switches in such a way that selected features appear to operate as if the network were one system/switch.

DIVA

See Data In/Voice Answer (DIVA).

DNIS

See Dialed Number Identification Service (DNIS).

EAD

See Expert Agent Distribution (EAD).

EAS

See Expert Agent Selection (EAS).

End-of-Dialing Indicator

A call prompting symbol, specifically #, which allows the user to enter fewer touch-tone digits than the maximum specified. The user does this by entering # at the end of the digit string.

Expected Wait Time (EWT)

An estimate of how long a caller will have to wait to be served by a split/skill while in queue considering the current and past traffic, handling time, and staffing conditions. Time spent in vector processing before being queued and the time spent ringing an agent with manual answering operation is not included in the EWT.

Expert Agent Distribution (EAD)

Call distribution method that allows a new call to the hunt group to first look for the most-idle primary agent. The call only Iooks for the most-idle secondary agent if no primary agents are available. Therefore, this method allows a call to be distributed to an agent who can best handle the call in cases where multiple agents (primary and secondary) are available.

GL-6Issue 4 September 1995