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Glossary
automatic call distribution directory number
A primary or supplementary DN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.
automatic call distribution group
An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.
B
bps
Bits per second
C
Calling Line Identification
An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent's phoneset.
CDN
See controlled directory number.
CLAN
See Customer Local Area Network.
CLID
See Calling Line Identification.
CM
Controller module
Communication Control Toolkit
A client/server application that integrates a telephone on a user's desktop with
client- and server-based applications.
182
Standard 3.02
LinkPlexer
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