Lucent Technologies CentreVu Advocate, Руководство пользователя

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Glossary CentreVu® Advocate Release 8 User Guide
GL-4
Algorithm A prescribed set of well-defined rules or instructions for the solution of a
problem; for example, the performance of a calculation, in a finite number
of steps. Expressing an algorithm in a formal notation is one of the main
parts of a software program.
Allocated Agents Allocated agents are agents with an assigned role of Allocated; that is,
they have Percent Allocation assigned as a call handling preference
through
CentreVu Advocate.
ANI See Automatic Number Identification.
Announcement A recorded message that normally tells the caller what destination the
call has reached. The announcement also often tries to persuade the
caller to stay on the line. With Call Vectoring, announcements can be part
of a vector’s call processing. An announcement is assigned to a vector by
entering an announcement number.
ASA See Average Speed of Answer.
ASAI See Adjunct/Switch Applications Interface.
Auto-Available Split An ACD capability that ensures that after a power failure or a system
restart, Voice Response Units (for example, the CONVERSANT Voice
Information System) are brought on line again immediately, without time-
consuming reprogramming.
Auto-In (AI) An ACD work mode that makes the agent available to receive calls and
allows the agent to receive a new ACD call immediately after
disconnecting from the previous call.
Automatic Call
Distribution (ACD) A switch feature. Automatic Call Distribution (ACD) is software that
channels high-volume incoming call traffic to agent groups (splits or
skills).
Also an agent state where the extension is engaged in an ACD call (with
the agent either talking to the caller or the call waiting on hold).
See also Redirect on no Answer and Auto-Available Split.
Automatic Number
Identification (ANI) A general industry term referring to knowledge of the calling party
number (CPN). When the calling party is behind a switch, the number
provided can be either a billing number for the switch or the station
identification number.
AUX See
Auxiliary Work.