Nortel Contact Center Manager User Manual page 258

Glossary
OEM
Original equipment manufacturer
Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.
OLE
See object linking and embedding.
Open Database Connectivity
A Microsoft-defined database application program interface (API) standard.
Open Shortest Path First
A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.
Optivity Telephony Manager
A Nortel application used for switch management.
OSPF
See Open Shortest Path First.
OTM
See Optivity Telephony Manager.
outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.
Outbound Campaign Management Tool
An administrator tool accessed through Contact Center Manager Administration
for configuring outbound campaigns.
outbound contact
An outgoing voice call intelligently routed to an agent according to a skillset
within a defined time interval. The call can be dialed by the agent or the switch.
258
Standard 4.06
Contact Center Manager