Alcatel-Lucent OmniTouch 8 Series, Phone Manual, Page: 63 / 64

8.1 Definitions
- LogOn: connection to calls distribution system.
- LogOff: disconnection from calls distribution system.
- Ordinary agent: agent who cannot choose his group during the log on. He is associated to
a specific set and can only log on to this set.
- Mobile agent: agent who can choose his group during the log on. He is not associated to
a specific set and can log on to any sets not associated to another agent.
- Self-assignable agent: agent who can log on to any available group.
- Group: processing group where the agent logs on to process calls received from calls
distribution system.
- WrapUp: this is the period at the end of the communication, during which the set will not
be called. This period can be extended by the manual "WrapUp" operation. This period is
additional to the pause between two calls.
- Call tag: information displayed on the agent set when, for example, the call is from an
Interactive Voice Response (IVR).
- Pre assigned: set which can log on but which is not part of a calls distribution system
group.
- Pilot: call number of a calls distribution system, reached by correspondents calling the
number.
- Unavailable: set which is unavailable for the group to which it belonged. When the set
returns to the group, it is re-integrated in the same place that it occupied before
unavailability.
- Business state: agent set state as regards the "Business" facilities, namely whether the
set is forwarded, padlocked, etc.
- Private state : state of the agent "private" set as regards the "Business" facilities, namely
whether the "private" set is forwarded, padlocked, etc.
8.2 Acronyms
- ACD: Automatic Call Distribution (generic acronym for Contact Center Distribution and
RSI).
- ACR: Advanced Call Routing.
- AVE: AVErage.
- CC: Contact Center.
- ISM:Individual Skill Mapping.
- IVR: Interactive Voice Response.
- OTCC: OmniTouch Contact Center.
- RSI: Routing Service Intelligence.
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