April 2004 | Glossary |
relational expression
An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression.
Remote Access Services
A feature built into Windows NT and Windows 95 that enables users to log on to an
Replication server
A server that backs up the Active server to the Standby server in real time.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor.
RSM
See
S sample script
A script that is installed with the Symposium Call Center Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical call center scenarios.
SCM
See Service Control Manager.
script
A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, primary script, secondary script.
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