Issue 1.0 May 2003
21
Split/Skill
Supervisor
A split/skill supervisor is assigned to monitor/manage each split/skill and
split/skill queue to accomplish specific split/skill objectives. A supervisor can
assist agents on ACD calls, be involved in agent training, and control call
intra/interflow.
Threshold
A threshold is a point in time or criteria that determines a certain action by the
system. For example, the number of calls in queue or the time calls spend in
queue determines specific call treatments, or you can set the number of rings
prior to announcements or call answers.
Trunk/Trunk
Group
Trunks are communication channels between two communication server or
offices. Trunks grouped together to provide identical communications
characteristics are called trunk groups. Trunks within trunk groups can be used
interchangeably between two communications systems or central offices in order
to provide multi-access capability.
Trunk state
A term or code that represents the current status of a particular trunk.
