Toshiba Strata CTX Insight CTX Supervizor's Manual page 33

Table 2 Configurator Terms
In the context of Insight CTX, a line represents either one of your external trunks
or Tie lines connected to the Strata CTX being monitored. Each line can handle
Lines only one telephone call at any one time. These calls are denoted as incoming
calls because the call was originated outside the switch. Strata CTX does not
report real time status of outgoing calls placed over the monitored lines.
A Dialed Number Identification Service (DNIS) or Direct Inward Dial (DID) number
is a dynamic numeric attribute assigned to a line on an incoming call. A DNIS/DID
call can be routed to groups of extensions/agents or to an individual extension/
DNIS/DIDs
agents depending how the call routing software within the Strata CTX has been
programmed. If configured correctly, Insight CTX can monitor in real time and
historically the activity of inbound calls associated with DNIS/DID numbers.
A Strata CTX extension that provides a holding position (queue) for calls waiting
Queues
for an available agent.
An extension is the physical telephone handset where an agent can receive
incoming calls, make outgoing calls or handle other forms of internal telephony
Extensions traffic. Within the Strata CTX systems, an extension is reported like an Agent.
Thus the reports available for Extensions look very similar to those reported for an
Agent except an Extension does not have the ability to log in or out.
An agent is the telephone operative who handles calls at an extension. Agents
are identified by an Agent ID Code they use at the extension to enable call center
Agents telephony routing facilities within the switch. The Agent ID must uniquely identify
the agent for Insight CTX to give meaningful statistics concerning the activity of
individual agents.
While on a call, agents can enter account codes that describe the nature of the
call. Up to 15 account code digits can be entered, but Strata CTX only reports the
Account
first two digits to Insight CTX for reporting. The Strata CTX allows up to 100
Codes
account code to be entered and up to 20 account codes can be entered per call.
Insight Reporter provides analysis of account code usage.
Insight CTX Supervisor Guide 04/03
Report Concepts and Terminology
Reports
21