List Of Terms - Northern Telecom NAC User Manual

List of terms

Automatic Call Distribution (ACD)
ACD configuration
ACD-DN
Agent
CCR
Automatic call distribution provides a means of automatically distributing
incoming calls among a number of answering positions (ACD agents).
Automatic call distribution is useful in operations where callers want a
service rather than a specific person. Calls are serviced in the order they
arrive and distributed so that the workload at each answering position is
approximately equal.
The ACD configuration includes the assignments in a Meridian MAX node
of agents to queues, agents to a supervisor, trunks to routes, and routes to
queues. It also includes the parameters that control recorded
announcements, night service, call overflow and interflow.
An ACD-DN is a Meridian MAX node's queue where incoming calls wait
until they are answered. Calls are answered in the order they are entered in
the queue.
An agent answers ACD calls. An agent should be able to provide all the
information needed for an ACD call.
Customer Control Routing (CCR) is a flexible call-routing application that
allows users to define how their ACD calls should be handled and routed
through a Meridian 1.
Network Administration Center Supervisor's User Guide Product release 2
20-1