Nortel Express Call Center User Manual page 606

Glossary
agent
A user who is responsible for handling customer calls.
agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.
agent to skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a
skillset.
Automatic call distribution call
A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch.
Automatic call distribution directory number
DNs associated with an ACD group. Calls made to these DNs are distributed to
agents belonging to the group, based on the ACD routing table on the switch.
Automatic call distribution routing table
A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Symposium Express Call Center will be queued to ACD groups and handled by
available agents.
C
call age
The amount of time a call was waiting in the system before being answered by
an agent.
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 calls can be presented to an agent whose secondary DN is active,
whether an agent can put DN calls on hold for incoming ACD calls.
606
Standard 2.0
Symposium Express Call Center