call appearance
394 Communication Manager Guide to ACD Call Centers
call appearance
1. For the attendant console, six buttons, labeled a–f, used to originate, receive, and
hold calls. Two lights next to the button show the status of the call appearance.
2. For the voice terminal, a button labeled with an extension and used to place
outgoing calls, receive incoming calls, or hold calls. Two lights next to the button
show the status of the call appearance.
call-control capabilities
Capabilities (Third Party Selective Hold, Third Party Reconnect, Third Party Merge)
that can be used in either of the Third Party Call Control ASE (cluster) subsets (Call
Control and Domain Control).
Call Detail Recording
(CDR)
A feature that uses software and hardware to record call data (same as CDRU).
Call Detail Recording
utility (CDRU)
Software that collects, stores, optionally filters, and outputs call-detail records.
Call Management
System (CMS)
An application, running on an adjunct processor, that collects information from an
ACD unit. CMS enables customers to monitor and manage telemarketing centers by
generating reports on the status of agents, splits, trunks, trunk groups, vectors, and
VDNs, and enables customers to partially administer the ACD feature for a
communications system.
call-reference value
(CRV)
An identifier present in ISDN messages that associates a related sequence of
messages. In ASAI, CRVs distinguish between associations.
call vector
A set of up to 15 vector commands to be performed for an incoming or internal call.
callback call
A call that automatically returns to a voice-terminal user who activated the Automatic
Callback or Ringback Queuing feature.
call-waiting ringback
tone
A low-pitched tone identical to ringback tone except that the tone decreases in the
last 0.2 seconds (in the United States). Call-waiting ringback tone notifies the
attendant that the Attendant Call Waiting feature is activate and that the called party
is aware of the waiting call. Tones in international countries may sound different.
call work code
A number, up to 16 digits, entered by ACD agents to record the occurrence of
customer-defined events (such as account codes, social security numbers, or phone
numbers) on ACD calls.
CAMA
Centralized Automatic Message Accounting
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
carried load
The amount of traffic served by traffic-sensitive facilities during a given interval.
CARR-POW
Carrier Port and Power Unit for AC Powered Systems
