Nortel Web Center Portal Installation And Administration Manual page 692

Glossary
OLE
See object linking and embedding.
Open Database Connectivity
A Microsoft-defined database application program interface (API) standard.
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.
out-of-service skillset
A skillset that is not taking any new calls. While a skillset is out of service,
incoming calls cannot be queued to the skillset. See also local skillset, network
skillset, skillset.
P
PEP
See Performance Enhancement Package.
Performance Enhancement Package
A Symposium Call Center Server 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.
phoneset display
The display area on an agent's phoneset where information about incoming calls
can be communicated.
primary ACD-DN
A directory number that callers can dial to reach an ACD group.
692 Nortel Networks Symposium Web Center Portal
Standard 2.0