Nortel Contact Center Multimedia Installation And Maintenance Manual page 1587

October 2007
service level
The percentage of incoming calls answered within a configured number of
seconds.
service level threshold
A parameter that defines the number of seconds within which incoming calls
should be answered.
service update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous service updates (SUs) for the release are included in the latest service
update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03.
See also service update Supplementary and Designer Patch.
service update Supplementary
A stand-alone Contact Center supplementary software application installed on
top of a specific service update (SU). It does not contain the contents of previous
SUs. The next SU includes SUSs built on top of previous SUs. For example,
SUS0301 is installed on top of SU03. SU04 contains SU03 and SUS0301 (and
any subsequent SUSs built on top of SU03). See also service update and
Designer Patch.
Session Initiation Protocol
An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.
Simple Network Management Protocol
A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to network-management systems through
an SNMP management process called an SNMP Agent
management stations, which are computers running special network
management software that interact with the Agents for status
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