Lucent Technologies CentreVu Explorer II Version 1.0 Installation Manual page 147

Glossary
Dequeued and
Abandoned (DABN)
Dialed Number
Identification Service
(DNIS)
DID
Direct Agent ACD
(DACD)
Direct Agent ACW
(DACW)
Direct Agent Calling
Direct Department
Calling (DDC)
Direct Inward Dialing
(DID)
DNIS
CentreVu Explorer II Version 1.0 Installation for Windows NT
A trunk state in which the trunk quickly goes to
idle after the caller abandons the call.
A network capability that identifies, for each
call, the number dialed or the area from which
the call originated (for example, a specific 800
number set up for a promotion).
See Direct Inward Dialing .
An agent state in which the agent is on a direct
agent ACD call.
An agent state in which the agent is in the after
call work state for a direct agent ACD call.
An EAS capability that makes it possible for a
caller to reach the same agent every time and
still include the call as an ACD call in the
management tracking of the call center. This is
ideal for claims processing where a client
needs to speak with the agent handling the
claim. This flexibility ensures a high level of
customer service without reducing
management control.
A process of selecting an agent when more
than an agent is available. With DDC, the call
will go to the agent closest to the top of an
ordered list. (This is a non-EAS option only.)
An incoming trunk used for dialing directly from
the public network into a communications
system without help from the attendant.
See Dialed Number Identification Service .
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