– 1 –
APPENDIX A GLOSSARY
APPENDIX A GLOSSARY
ACD Automatic Call Distribution.
ACDP Automatic Call Distribution Processor. (As for Telephony Server, the ACDP is
built in the CPU of the Node)
ACD line Virtual line of an ACD position.
ACD PCPro PCPro on which the ACD commands are loaded.
After call mode Selection of ACD position availability after ACD call completion. In Work mode,
an ACD position becomes unavailable to receive ACD calls upon release from the
ACD call. In Available mode, an ACD position becomes available to receive ACD
calls upon release from the previous call.
Agent Personal Queue Queues for calls that are directed to a specific ACD position.
Answer mode Answer mode for ACD positions: either Auto or Manual. In Manual mode, incom-
ing calls ring at the position and are required to be answered manually. In Auto
mode, calls are connected using the headset or handset, and are introduced by a Zip
Tone.
Auto Work mode Occurs when the ACD position receives or places a call on the Non-ACD line.
Call Control Vector (CCV) A list of instructions or steps for handling incoming ACD calls.
Circuits The number of trunks in a trunk group that are designated as ACD trunks.
Conditional threshold Threshold values set for call acceptance of conditional queue calls into the queue
of a target split.
Default language The language that will be shown on the display of an ACD position that is logged
onto the ACD system.
Directory number Night Assist and Emergency destination programmed in split data (ACDSPL).
Do Not Disturb Occurs when none of the ACD positions of an ACD split are logged on.
Hardware type Specifies if the position is a Dterm or analog agent.
Holiday A date designated as a holiday within the ACD system, subject to holiday call han-
dling procedures (see ACDHC and ACDHS).
I-ACD Integrated ACD.
I/O type Defines which type of MIS or Infolink will be used on the input/output port.
Infolink A data communications link between the ACD system and external computer
equipment such as host and IVRs.
Internal priority Priority at which an internal call will be handled.
IVR Interactive Voice Response unit. A voice prompting unit that can be guided
through menus via DTMF signalling.
Language Language to be used for ACD terminal display.
Logon ID ID code used to logon to the ACD system.
Logon required Specifies whether ID entry is required for an ACD position to gain access to the
To Next Page
Loading...
