Nortel Express User Manual page 246

Glossary
NPA
See Number Plan Area.
Number Plan Area
Area code
O
out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if there are no agents logged on or if the supervisor puts the skillset into
out-of-service mode manually.
P
PBX
See private branch exchange.
pegging
The action of incrementing statistical counters to track and report on system
events.
pegging threshold
A threshold used to define a cut-off value for statistics such as short call and
service level. Pegging thresholds are used in reports.
PEP
See Performance Enhancement Package.
Performance Enhancement Package
A Symposium Express Call Center supplementary software application that
enhances the functionality of previously released software by improving
performance, adding functionality, or correcting a problem discovered since the
original release.
phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.
246
Standard 2.0
Symposium Express Call Center