Glossary - Nortel Contact Center Manager Release Note

Glossary

A
access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class can be given a collection of Read/Write access levels.
access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user can be given View Only access to
historical reports.
activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.
Before you can activate a script, you must first validate it.
active server
In a system with a Replication Server, the server that is providing call processing
and administration services.
activity code
A number that agents enter on their phoneset during a call. Activity codes
provide a way of tracking the time agents spend on various types of incoming
calls. They are also known as Line of Business (LOB) codes. For example, the
activity code 720 can be used to track sales calls. Agents can then enter 720 on
their agent desktop applications during sales calls, and this information can be
generated in an Activity Code report.
adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer's main circuitry.
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