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20-6 List of terms
Target table
Thresholds
Time overflow queue
Trunk
P0724352 Standard 1.0
Refer to "Routing table".
Meridian MAX allows several different thresholds to be defined pertaining
to different objectives of an organization. For instance, thresholds can be
defined for the maximum length of time a customer's call should wait in
queue, how long an agent should spend on each call, or how many calls
should be waiting in a queue before other queues start accepting the
overflow.
A virtual queue in which calls wait to be answered after having received
time-overflow treatment.
Trunks are the physical links, or wires, that enable telephone
communication. A trunk can carry one call at a time from outside the ACD
system to an agent or an ACD queue. (Also see "Route".)
November 1994
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