Lucent Technologies CentreVu Explorer II Version 1.0 User Manual page 253

Glossary
OTHER
Outbound Call
Management (OCM)
PEC
Price Element Code
(PEC)
Primary Skill
Pseudo-ACD
Queue
CentreVu Explorer II Version 1.0 User Guide
An agent state in which the agent is working on
a call for another split or skill, or has put a call
on hold and has not chosen another work
mode. When the link to the switch first comes
up or when the agent has just logged in, the
agent state is OTHER until the switch notifies
CentreVu CMS of the agent's state.
A set of switch and adjunct features using
ASAI, that distributes outbound calls initiated
by an adjunct to internal extensions (usually
ACD agents).
See Price Element Code .
The set of numbers that Lucent Technologies
has assigned to each part that may be ordered.
The skills assigned to an agent. Primary skills
are the areas in which the agent has the most
expertise. (This is used in G3V4 and later
switch releases with EAS.) See Agent Skill ,
Skill Level .
An area you create on your CMS to place
previously backed-up ACD data. A pseudo-
ACD is not a live (real) ACD and does not
communicate with any switch.
A holding area for calls waiting to be answered
in the order in which they were received. Calls
in a queue may have different priority levels, in
which case, calls with a higher priority are
answered first.
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