Lucent Technologies CentreVu Explorer II, Руководство пользователя

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CentreVu Explorer II Version 1.0 User Guide
Glossary
GL-2
ACD Call A call that queued to a split/skill and was
answered by an agent in that split/skill, or a call
that queued as a direct agent call and was
answered by the agent for whom it was
queued.
Action List A menu in the upper-right corner of most user
windows. The menu lists the actions available
for that particular user window (for example,
add, modify, delete, and others). You select an
action after entering necessary data in the user
window.
ACW See
After Call Work.
Add A
CentreVu Explorer II action that adds the
data entered in the given window to the
Administration database.
Adjunct/Switch
Applications Interface
(ASAI) An open application interface through which
processors and switches can jointly provide
services that require applications to initiate,
receive, and control calls or make use of switch
features. (See
Open Application Interface.)
After Call Work
(ACW) An agent state generally representing work
related to the preceding ACD call. Going on-
hook after an ACD call during MANUAL-IN
operation places the agent in ACW. With
Generic 3, ACW is also accessible by a button
on the agent’s set and may not be related to an
ACD call.