Glossary
Domain
An entity that can be controlled or monitored. Available domains are VDNs, ACD splits, and stations. The VDN domain is used only for
Domain-Control Association
The unique “CRV/link number” combination initiated by a Third Party Domain Control Request capability.
Domain-Controlled Split
A split for which a Third Party Domain Control request has been accepted. A
Domain-Controlled Station
A station for which a Third Party Domain Control request has been accepted. Provides event reports for calls that are alerting, connected, or held at the station.
Domain-Controlled Station on a Call
A station active on a call that provides event reports over one or two
DTMF
Dual Tone
E
EAS
Expert Agent Selection
EAS PHD
Expert Agent Selection Preference Handling Distribution
ETSI
European Telecommunications Standards Institute
Expert Agent Selection
An optional feature that allows call center agents to have assigned skills and to receive calls based on their skill. EAS adds flexibility to ACD. Each agent is assigned to a station at login time. This makes it possible to use the same physical station for a variety of skills and agents.
Or, an ACD feature in which calls can be directed to specialized pools of agents who possess the correct skills to handle the call.
F
FAC
Feature Access Code
Facilities
Trunks connecting the DEFINITY ECS to public or private networks.
