AT&T 555-230-520 manual GL-10Issue 4 September

Glossary

Message Collection

A call prompting application that gives the caller the option of not waiting (in queue, if vectoring is enabled) to be serviced by an agent, but rather of leaving a message for the agent or the agent's associated split.

Message Server Adjunct

A message service split that is used in conjunction with the messaging split command.

MIA

See Most Idle Agent (MIA).

Most Idle Agent (MAI)

An algorithm which delivers the next call to the agent within the hunt group, who has been idle for the longest period of time.

MSA

See Message Server Adjunct (MSA).

MSQ

See Multiple Split Queuing (MSQ). multiple split (skill) queuing

A process that allows a call to be sent to more than one split (skill) at the same time. This serves to minimize the waiting time before the call is answered. The maximum number of splits (skills) to which a call can be queued is three. Skills replace splits if EAS is optioned.

N

nonconverse split (skill)

A split (skill) or hunt group that is not being accessed by a converse vector step.

O

outflow

A call flow or action that is defined according to the management system and the switch version involved.

For R3 CMS/BCMS and G3 with call vectoring enabled, the term refers to a call that is dequeued from a primary split via a route-toor messaging split command, or by being answered by an agent in another split to which the call is also queued.

For R2 CMS, when multiple-split queuing is involved, the term refers to a call that first queues to multiple splits and then eventually dequeues from these splits without being answered in any of them.

GL-10Issue 4 September 1995