Nortel Contact Center Manager User Manual page 238

Glossary
BBUA
Back-to-Back User Agent
C
call age
The amount of time a call waits in the system before being answered by an
agent.
call destination
The site to which an outgoing network call is sent. See also call source.
Calling Line Identification
An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent's phoneset.
call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager 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.
A call presentation class specifies whether a break time between calls is allowed,
whether an agent can put DN calls on hold for incoming ACD calls, and whether
an agent phoneset displays that the agent is reserved for a network call.
call priority
The priority given to a request for a skillset agent in a QUEUE TO SKILLSET
or QUEUE TO NETWORK SKILLSET script element. This priority is used
only in queuing a pending request in the pending request queue corresponding to
the required skillsets. This allows pending requests with greater priority in a
skillset to be presented to agents before calls of lesser priority. Call priority has a
range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully
support the many queuing variations provided by existing NACD functionality.
Call priority is maintained at target nodes for network call requests.
238
Standard 4.06
Contact Center Manager