Nortel LinkPlexer, Installation And Configuration Manual, Page: 181 / 196

Installation and Configuration Guide 181
Glossary
A
ACD
See
automatic call distribution.
ACD call
See automatic call distribution call.
ACD-DN
See automatic call distribution directory number.
ACD group
See
automatic call distribution group.
agent
A user who handles inbound and outbound voice calls, e-mail messages, and
Web communications.
application
1. A logical entity that represents a Contact Center Manager script for reporting
purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.
automatic call distribution
A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.
automatic call distribution call
A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch.