Nortel Networks DMS/MSL-100 manual Oem, Ole, Pep

April 2004 Glossary

OEM

Original equipment manufacturer

OLE

See object linking and embedding.

Open Database Connectivity

A Microsoft-defined database application program interface (API) standard.

out-of-service mode

A skillset state in which the skillset does not take calls. A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out-of-service mode manually. See also night mode, transition mode.

out-of-service skillset

A skillset that is not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also skillset.

P pegging

The action of incrementing statistical counters to track and report on system events.

pegging threshold

A threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports.

PEP

See Performance Enhancement Package.

Performance Enhancement Package

A Symposium Call Center Server supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release.

Symposium and DMS/MSL-100 Switch Guide 127