294 Glossary
Central Office (CO)
The switching office of the local telephone company. The local central
office receives calls from within the local area and either routes them
locally or passes them to an interexchange carrier (IXC). On the
receiving end, the local central office receives calls that originated in
other areas from the IXC.
A Local CO trunk connects a call center directly with the local phone
company’s central office.
Classes
A security class is a subset of the ICR configuration data. Some classes
support only Read access for all users. For other classes, you can assign
specific access levels (Read, Reference, or Maintenance) to individual
users or user groups.
The ICR supports the following classes: Call, Global, Network Interface,
Peripheral, and System.
CLID. See Calling Line ID.
Clipboard
A Windows NT system resource that holds text and graphics that have
been cut or copied from within an application. You can paste the
contents of the Clipboard into an application.
CMS
Call Management System. A reporting package used on ACDs and
PBXs made by Lucent.
CO. See Central Office.
Comment
An element within a script that documents the script or some part of it.
Comments are not executable.
Configuration data
The description of your enterprise call center system. This includes, for
example, the peripherals, agents, skill groups, services, call types, and
regions that you use. The ICR must have complete and up-to-date
configuration data in order to route calls properly.
Configuration registry
A repository of configuration data maintained by the Windows NT
operating system. All applications on a computer can access the registry
to store and retrieve configuration information. You can use the
Windows NT Registry Editor (regedt32.exe) to view or modify data in
the registry.