Nortel Networks DMS/MSL-100 manual Automatic call distribution directory number, Call age

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 ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Symposium Call Center Server will be queued to ACD groups and handled by available agents.

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-related information assigned when a call enters Symposium Call Center Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic.

call presentation class

A collection of preferences that determines how calls are presented to an agent.

118 Symposium Call Center Server