Interactive Voice Response - Nortel Express User Manual

Glossary
F
first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.
I
Incalls key
The key on an agent phoneset to which incoming ACD and Symposium Express
Call Center calls are presented.

Interactive voice response

An application that allows telephone callers to interact with a host computer
using prerecorded messages and prompts.
Interactive voice response ACD-DN
A directory number that routes a caller to a specific IVR application. An IVR
ACD-DN must be acquired for non-integrated IVR systems.
Interactive voice response event
A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or de-acquires a voice port.
Internet Protocol address
An identifier for a computer or device on a TCP/IP network. Networks use the
TCP/IP protocol to route messages based on the IP address of the destination.
For customers using NSBR, site IP addresses must be unique and correct. The
format of an IP address is a 32-bit numeric address written as four numbers
separated by periods. Each number can be 0 to 255. For example, 1.160.10.240
could be an IP address.
IP address
See Internet Protocol address.
IVR
See Interactive voice response.
IVR ACD-DN
See Interactive voice response ACD-DN.
244
Standard 2.0
Symposium Express Call Center