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Glossary
General Terms
Table 15
Glossary of Terms (continued)
Term
ODBC
PIN
Real Time
Display
Report
Template
Restore
Button
Unavailable
Voice Mail
Wallboards
86
Open Database Connectivity (ODBC) is a standard application interface for
accessing data in both relational and non-relational Database Management
Systems (DBMS). By using the ODBC interface, applications can access and
update a variety of databases / data sources using the same commands or
language as if they were one, providing a relevant driver is available.
By using ODBC a user is able to configure data sources to specific databases.
This collection of data sources is then accessed using the same commands, hence
shielding the complexity of individual databases.
Personal Identification Number
Once operational, Insight MIS can provide immediate visual feedback of the
activity on your switch.
Report Templates are used by the Insight Reporter to define the contents of a
collated historical report. You can create any number of report templates and
thereby produce a library of report types which can be quickly accessed when you
collate a new historical report.
Clicking the Restore button is the same as choosing Restore from a Control menu:
the window returns to its previous size.
If an agent is logged on but needs to stop taking incoming calls temporarily, they
can go into the unavailable (out of group) state. When the agent is ready to take
calls again they can become available (in group) again.
Insight MIS tracks the unavailable state in real time and also provides historical
analysis of how long agents were unavailable and how often
Extensions which have been voice mail enabled are treated slightly differently by
the Insight M[S. When a normal extension is rung on by a line and subsequently
connects to that line, the MIS displays the extension as being connected to the line
and the line being connected to the extension. Statistics are then calculated
accordingly.
A real time display for agents. If you have purchased the wallboard option, you can
use the AS to display real time call status and statistics parameters on up to six
wallboards simultaneously. You can also send messages to selected wallboards.
Definition
Insight CTX Supervisor Guide
04/03
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