Glossary of Terms 89
| The Not Ready State is shown as Grey in the Real Time Screens. If |
| an Agent has been Not Ready in excess of the Not Ready Duration |
| Threshold he is displayed in Red. |
Outgoing State | For a Line: The Line is in use on an Outgoing Call. |
| For an Agent: The Agent is engaged on an Outgoing Call. |
| The Outgoing State is shown as Yellow in the Real Time Screens. If |
| an Agent has been on an Outgoing Call in excess of the Outgoing Call |
| Duration Threshold he is displayed in Red. |
RDBServer | The module within the Nortel Networks Call Center Reporting |
| application which communicates to the Call Platform and writes Call |
| Center statistics to the reports databases. |
Real Time | Information is available at System Manager level and at Skillset Level |
| that displays the current states of the System or Skillset Lines and |
| Agents. This information is refreshed approximately every 3 seconds. |
| These displays are called the Real Time Screens. |
| Additionally, information can be displayed on hardware and software |
| TCP/IP enabled wallboards, to provide Real Time information to the |
| Call Center Agents. |
Stat Time Bins | A collective term for the Abandoned Time Bins and the Answered |
| Time Bins. |
TCP/IP | Transmission Control Protocol/Internet Protocol: |
| A protocol developed by the US Department of Defense for |
| communications between computers. It has become the de facto |
| standard for data transmission over networks, including the Internet. |
| TCP and IP are transport and address protocols; TCP is used to |
| establish a connection for data transmission, and IP defines the |
| method for sending the data in packets. |
Title | A string of text displayed on the top line of a wallboard. This restricts |
| the wallboard to being able to display 3 parameters only. |
Upload | The Skillset, Agent and Line information is not manually entered in |
| the Nortel Networks Call Center Reporting configuration, it is |
| Uploaded from the Call Center. |
Waiting State | For Line only: The Line has a call queuing on it that cannot be |
| distributed to the Agents in the Skillset. |
Issue 07 | Nortel Networks Call Center Reporting Set Up and Operation Guide |
