Glossary | Standard 1.0 |
acquired resource
A resource configured on the switch that is under the control of Symposium Call Center Server. Resources must be configured with matching values on both the switch and Symposium Call Center Server.
activated script
A script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it.
Active server
In a system with a replication server, the server that is providing call processing and administration services.
activity code
A number that an agent enters on his or her phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their phonesets during sales calls, and this information can be generated in an Activity Code report.
administrator
A user who is responsible for setting up and maintaining the Symposium Call Center Server.
agent
A user who is responsible for handling customer calls.
agent logon ID
A unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset.
agent to skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled.
116 | Symposium Call Center Server |
