592 Glossary
Extension
An extension is an answering point for a call. A caller to your center is presented with options to dial various
answering points. The caller can dial an individual agent at an extension through a queue number (address
mechanism for a queue or other answering point).
Grade of service
The grade of service (GOS) relates the number of trunks to the level of traffic, and indicates the likelihood an
attempted call will receive a busy signal. The Grade of Service (GOS) is expressed as a decimal fraction. A
GOS of P.02 means that a caller has a two percent chance of receiving a busy signal.
Handled percent
The handled percent is the calls handled compared to the calls offered.
Handling time see ACD handling time
Inbound
Inbound calls are incoming calls to your contact center.
LAN
The Local Area Network (LAN) connects multiple computers together over short distances. LANs typically
operate within a building. The computers share information, applications, and peripherals, such as printers.
Logged off
An agent is logged off when the agent signs out of the ACD system.
Logged on
An agent is logged on when the agent signs in to the ACD system. The agent may or may not be ready to
receive calls.
Longest waiting
The Longest waiting is the duration, in minutes and seconds, of the call that has been waiting the longest in
queue.
Make Busy
Make Busy is an agent state in which the agent removes him/herself from the ACD queue. While in Make
Busy, the agent does not receive any ACD queue calls, but can receive calls dialled directly to his or her
extension.
Media servers
The media servers are the means by which the customer communicates with you. For example, if your system
allows customers to contact you by telephone only, and you have an SX-2000 telephone system, then you
would select the SX-2000 ACD media server.
MIS
Management Information System (MIS) is the manipulation or processing of data produced by the telephone
system. The MIS database uses telephone system records to provide forecasting, real-time monitoring, and
reporting functions.
On ACD
An agent is on ACD when he or she is involved in an ACD call.
On non-ACD
An agent is on non-ACD when he or she is currently involved in an incoming non-ACD call or an agent
originated call.