Glossary
Service Observing
A feature that allows the activating user (called the observer) to listen in on a call connected to the observed station or VDN.
Or, a feature that allows designated telephones to audibly monitor (on a
Skill Hunt Group
A hunt group for EAS (Expert Agent Selection) that has the same attributes as a
Simulated Bridged Appearance
The same as a temporary bridged appearance. Allows the station user (usually the principal) to bridge onto a call answered by another party on its behalf.
Single-Step Conference
A feature that allows a device to be added into an existing call without placing any parties on hold.
SO
Service Observing
Soft Extension
A Station administered without a physical port assignment (same as WOH).
Split
A group of agents organized to receive calls in an efficient and
Split night service
If a hunt group does not operate for certain hours, split night service provides the capability of forwarding new calls to a night destination but leaving the calls that are currently in queue until they have been handled. Night service for hunt groups allows different hunt and ACD groups to go into night service at different times. Night console service can also be administered on a
Split supervisor
The manager of an Automatic Call Distribution (ACD) split who handles
SSC
See
Staffed
An Automatic Call Distribution (ACD)
Supervisor assist
A feature that allows ACD agents to request assistance from their supervisors. The agent can confer with the supervisor, or transfer, or conference the call to the supervisor. Also called “agent assist.”
T
TAC
Trunk Access Code
