Glossary
A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor.
access class
A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels.
access level
A level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports.
ACD call
See Automatic call distribution call.
ACD-DN
See Automatic call distribution directory number.
ACD group
See Automatic call distribution group.
ACD routing table
See Automatic call distribution routing table.
ACD subgroup
See Automatic call distribution subgroup.
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