Lucent Technologies CentreVu CMS Administration, User Manual

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Glossary CentreVu CMS Administration
GL-17
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Redirect On No Answer
An ACD capability that assists the user if a call is not answered in a specified
number of rings. The terminal extension, including ports with VRUs, is busied out
and the call goes back into the queue at top priority.
refresh rate
The number of seconds CentreVu CMS should wait for each update of the real-time
report data.
RINGING
1) An agent state consisting of the time a call rings at an agent’s voice terminal after
leaving the queue and before the agent answers the call.
2) A trunk state in which a call is ringing at the agent’s voice terminal.
rolling ASA
A running, weighted, average calculation made without using interval boundaries.
Rolling ASA is used for vector routing, beginning with CentreVu CMS R3V4; it is
calculated on the G3V4 switch and sent to CentreVu CMS R3V4.
S
screen-labeled key (SLK)
The first 8 function keys at the top of the keyboard that correspond to the screen
labels at the bottom of the terminal screen. The screen labels indicate each key’s
function.
scripting
A CentreVu CMS capability that allows you to automate operations such as
changing an agent’s skills, running a report, and exporting report data.
secondary skill
A skill assigned to an agent in a subject that is not that agent’s strongest area of
expertise. Secondary skills are used in G3V2 through G3V4 with EAS.
SEIZED
A trunk state in which an incoming or outgoing call is using the trunk.
service level
A time, in seconds, within which all calls should be answered. Also called
acceptable service level (ASA).