Appendix A Glossary - NEC Univerge SV8500 Programming Manual

APPENDIX A
ACD
ACDP
ACD line
ACD PCPro
After call mode
Agent Personal Queue
Answer mode
Auto Work mode
Call Control Vector (CCV)
Circuits
Conditional threshold
Default language
Directory number
Do Not Disturb
Hardware type
Holiday
I-ACD
I/O type
Infolink
Internal priority
IVR
Language
Logon ID
Logon required
GLOSSARY
Automatic Call Distribution.
Automatic Call Distribution Processor. (As for Telephony Server, the ACDP is
built in the CPU of the Node)
Virtual line of an ACD position.
PCPro on which the ACD commands are loaded.
Selection of ACD position availability after ACD call completion. In Work mode,
an ACD position becomes unavailable to receive ACD calls upon release from the
ACD call. In Available mode, an ACD position becomes available to receive ACD
calls upon release from the previous call.
Queues for calls that are directed to a specific ACD position.
Answer mode for ACD positions: either Auto or Manual. In Manual mode, incom-
ing calls ring at the position and are required to be answered manually. In Auto
mode, calls are connected using the headset or handset, and are introduced by a Zip
Tone.
Occurs when the ACD position receives or places a call on the Non-ACD line.
A list of instructions or steps for handling incoming ACD calls.
The number of trunks in a trunk group that are designated as ACD trunks.
Threshold values set for call acceptance of conditional queue calls into the queue
of a target split.
The language that will be shown on the display of an ACD position that is logged
onto the ACD system.
Night Assist and Emergency destination programmed in split data (ACDSPL).
Occurs when none of the ACD positions of an ACD split are logged on.
Specifies if the position is a Dterm or analog agent.
A date designated as a holiday within the ACD system, subject to holiday call han-
dling procedures (see ACDHC and ACDHS).
Integrated ACD.
Defines which type of MIS or Infolink will be used on the input/output port.
A data communications link between the ACD system and external computer
equipment such as host and IVRs.
Priority at which an internal call will be handled.
Interactive Voice Response unit. A voice prompting unit that can be guided
through menus via DTMF signalling.
Language to be used for ACD terminal display.
ID code used to logon to the ACD system.
Specifies whether ID entry is required for an ACD position to gain access to the
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APPENDIX A GLOSSARY