Nortel Express User Manual page 239

Glossary
A
accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent's supervisor.
access class
A collection of access levels that defines the actions a member of the access
class can perform within the system.
ACD call
See Automatic call distribution call.
ACD-DN
See Automatic call distribution directory number.
ACD routing table
See Automatic call distribution routing table.
acquired resource
A resource configured on the switch that is under the control of the Symposium
Express Call Center server. Resources must be configured with matching values
on both the switch and the Symposium Express Call Center server.
activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.
activity code
A number that an agent enters on his or her phoneset during a call. Activity
codes provide a way of tracking the time agents spend on various types of
incoming calls. For example, the activity code 720 may be used to track sales
calls. Agents can then enter 720 on their phonesets during sales calls, and this
information can be generated in an Activity Code report.
Call Center Management Guide 239