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Glossary | Standard 1.0 |
Automatic call distribution directory number
A primary or supplementary DN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch.
Automatic call distribution group
An entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group.
Automatic call distribution routing table
A table configured on the switch that contains a list of
Automatic call distribution subgroup
An entity defined on the switch to assign supervisory responsibilities. Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it. Agents can log on to any phoneset within their ACD subgroup. The supervisor must log on to the supervisor phoneset to monitor his or her assigned agents.
C call age
The amount of time a call was waiting in the system before being answered by an agent.
call intrinsic
A script element that stores
call presentation class
A collection of preferences that determines how calls are presented to an agent.
118 | Symposium Call Center Server |