Lucent Technologies CentreVu Explorer II, User Manual

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CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-23
RING An agent state in which a call rings at an
agent’s voice terminal after leaving the queue
and before the agent answers the call. (This
agent state is available only with Generic 2.2,
and with Generic 3 and ECS.)
A trunk state in which a call is ringing at the
agent’s voice terminal.
Rolling ASA Rolling ASA is a running weighted average
calculation without regard to any interval
boundaries. A rolling ASA calculated by the
switch or ECS can be used, beginning with
CentreVu CMS R3V4, for vector routing.
Rolling ASA is calculated on the G3V4 switch,
and the ECS, and sent to
CentreVu R3V4 and
later CentreVu CMS releases.
An additional Rolling ASA calculated by the
switch is also available as a real time database
item for G3V4 and later G3 switches.
RONA See
Redirect On No Answer.
Secondary Skill Skills assigned to an agent. Secondary skills
are the areas in which the agent does not have
extensive expertise, or is not the agent’s
preference. (Used in G3V4 and later switch
releases with EAS.)
See
Agent Skill, Skill Level.
Segment A segment is defined by the ECS/Switch as a
logical grouping of call information.
SEIZED A trunk state in which the trunk is being used
for either an incoming or an outgoing call.