Nortel Express User Manual page 247

March 2005
phoneset display
The display area on an agent's phoneset where information about incoming calls
can be communicated.
private branch exchange
A telephone switch, typically used by a business to service its internal telephone
needs. A PBX usually offers more advanced features than are generally
available on the public network.
R
RAN
recorded announcement
RAN route
See recorded announcement route.
recorded announcement route
A resource installed on the switch that offers a recorded announcement to
callers.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent's reporting supervisor.
route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.
S
script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week.
second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic.
Call Center Management Guide
Glossary
247