Nortel DMS/MSL-100 Installation Manual page 118

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.
Automatic call distribution routing table
A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Symposium Call Center Server will be queued to ACD groups and handled by
available agents.
Automatic call distribution subgroup
An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor his
or her assigned agents.
C
call age
The amount of time a call was waiting in the system before being answered by
an agent.
call intrinsic
A script element that stores call-related information assigned when a call enters
Symposium Call Center Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
call presentation class
A collection of preferences that determines how calls are presented to an agent.
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Standard 1.0
Symposium Call Center Server