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April 2004 | Glossary |
default skillset
The skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script.
desktop user
A configured user who can log on to the Symposium Call Center Server from a client PC.
DHCP
See dynamic host configuration protocol.
See Remote Access Services.
Dialed Number Identification Service
An optional service that allows Symposium Call Center Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS.
directory number
The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number
directory number call
A call that is presented to the DN key on an agent’s phoneset.
display threshold
A threshold used in
DMS
Digital Multiplex Switch
DN
See directory number.
Symposium and | 121 |