Glossary 311
Glossary
Redundant Array of Inexpensive Disks (RAID)
A storage device that provides fault-tolerance through redundant
physical disks. A RAID system is an alternative to mirrored disks.
Region
A collection of prefixes for incoming telephone calls. If the leading
digits of a calling line ID value match any of the prefixes, the call is
from the region. You use a region in defining call types or branch within
a script based on the call’s region.
Registry. See Configuration registry.
Relational database
The database model used in the ICR central and local databases. The
relational database model portrays data as being stored in tables (or
relations). The associations between pieces of data are implicit in the
data themselves rather than being stored externally.
Report
The final presentation of data, titles, dates and times, and graphic
elements either printed or displayed in a Monitor ICR window. A single
report can include components generated by one or more templates. For
example, one report can contain a real-time pie chart and a historical
grid, each generated with a different template. Report definition files are
saved in the custom subdirectories under the aw directory. See also
Report definition.
Reserved field
A reserved database field contains information that might be used
internally by GEOTEL. You must not modify the contents of a reserved
field.
Reserved state
A state in which an agent is awaiting an interflowed call and is
unavailable to receive any incoming calls. This state applies to agents on
Northern Meridian ACDs only.
Ring label
A routing label that causes the routing client to play an unanswered ring
to the caller.
Ring time
The time elapsed from when a call is presented to an agent until the
agent answers it. This occurs after any delay time and queue time. This
value is stored in the Termination Call Detail table in the ICR central
database.
Some peripherals do not track ring time. For those peripherals, ring time
is included within the queue time or delay time.