Toshiba Release 4.0 Call Center Agent Also called agent, Call Control Also called call handling

Call Center Agent Also called: agent

User, operator, or representative who participates in a queue. Typically a person handling sales or customer service calls.

See also: automatic call distribution (ACD) (p. G-3)

Call Center Agent License A license purchased from Toshiba for each Call Center Agent in a queue. In an ACD workgroup, a license purchased from Toshiba for each agent on whom you want to run reports using the Call Center Reporter. If ACD workgroup reports are made by trunk only, just one license is required.

Call Control Also called: call handling

All of the options that can be used to control a call including answering, holding, forwarding, transferring, and conferencing.

Call Detail Recording (CDR) Also called: call accounting, CDR

A feature that allows a telephone system to collect information and statistics about incoming and outgoing calls. Typically collected by a PBX, call detail recording information can be used to generate call usage reports that identify callers and recipients, duration of calls, and on what station and trunk calls occurred. Strata CS Reporter and Call Log provide CDR functionality.

See also: private branch exchange (PBX) (p. G-20)

Call forwarding Also called: “follow me” call forwarding, forwarding a call

A feature that, without answering an incoming call, routes it to an appropriate extension, phone number, voice mail system, and so forth.

Call Log A view in Strata CS that displays a record of all calls made on the system. Administrators can use the Call Log to analyze system usage patterns. Individual users can view their own Call Log information to review what calls they have answered, placed, or missed.

Call Monitor A view in the Strata CS Client that displays a user’s current call activity, and from which a user manages calls.

Call Pickup A Strata CS feature that allows a Client to answer an incoming call that is ringing on another phone.

Call Progress The series of events include dialing, ringing, busy signal, and

and states that occur during a call. These can so forth.

Call Pursuit Also called: “follow me” service

A Strata CS feature that tracks down a person at any of the phone numbers that are included on a routing list.

Call Recording A feature in the Strata CS Client that allows a user to record a telephone conversation.

GLOSS-5

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL