Nortel Call Center Set Up And Operation Manual page 284

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Glossary
Multimedia Call ......... A call generated and conducted through the use of Nortel Networks
Non-Call Center
Call State .................... Grey is used for non-Call Center calls.
Not Ready State .......... Either the Agent has invoked the Make Not Ready feature to indicate
Outgoing State ........... The Agent is engaged on an Outgoing Call. The Outgoing State is
PSTN Call .................. Private Switched Telephone Network Call – a 'regular' voice call.
Real Time................... Information is available that displays the current states of Skillset Calls
Stat Time Bins............ A collective term for the Abandoned Time Bins and the Answered Time
Supervisor Monitoring If a Supervisor is monitoring an Agent the Supervisor is displayed in the
TCP/IP........................ Transmission Control Protocol/Internet Protocol: A protocol developed
Title ............................ A string of text displayed on the top line of a wallboard. This restricts
User ............................ A User is a person who has been allocated a Username and Password to
Reporting for Call Center Setup and Operations Guide
Multimedia Call Center. A call which may involve a Follow-me
browser session, a Chat session or was initiated by a caller clicking a
button on a Web Page.
they are not Available to take calls or the Call Center has placed them in
the Not Ready state because a call was unanswered at their handset or the
Agent is active on an internal call. The Not Ready State is shown as
Dark Grey in the Real Time Screens. If an Agent has been Not Ready in
excess of the Not Ready Duration Threshold their timer will be displayed
against a Red background.
shown as Yellow in the Real Time Screens. If an Agent has been on an
Outgoing Call in excess of the Outgoing Call Duration Threshold their
timer will be displayed against a Red background.
and Agents. This information is refreshed approximately every 3
seconds. These displays are called the Real Time Screens. Information
can also be displayed on hardware and software TCP/IP enabled
wallboards, to provide Real Time information to the Call Center Agents.
Bins.
Real Time in Brown, and the Status column will say 'Monitoring'.
by the US Department of Defence for communications between
computers. It has become the de facto standard for data transmission
over networks, including the Internet. TCP and IP are transport and
address protocols; TCP is used to establish a connection for data
transmission, and IP defines the method for sending the data in packets.
the wallboard to being able to display 3 parameters only.
allow them to use Nortel Networks Reporting for Call Center. Users can
configure some elements of their usage of Nortel Networks Reporting
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