Nortel Contact Center Manager User Manual page 254

Glossary
mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.
mean holding time
1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for postcall processing when the agent is not
available to handle other calls. 3. Intercall interval (including union break, if
any).
Media Application Server
A programmable media endpoint in a SIP signaling network that acts as a SIP
user agent to accept and control sessions and the IP media (audio and video)
services associated with those sessions. The Media Application Server delivers
programmable customized intelligent media services to those sessions using
text, voice, and video initially, with extensibility to other media and information
types as the applications grow.
mean time between calls
The average time between presentation of calls to an agent.
Meridian Link Services
A communications facility that provides an interface between the switch and a
third-party host application.
Meridian Mail
A Nortel product that provides voice messaging and other voice and fax
services.
Meridian MAX
A Nortel product that provides call processing based on ACD routing.
MHT
See mean holding time.
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Contact Center Manager