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Symposium and DMS/MSL-100 Switch Guide 131
April 2004 Glossary
Simple Network Management Protocol
A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
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managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to the outside world via an SNMP
management process called an SNMP Agent
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management stations, which are computers running special network
management software that interact with the Agents for status
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management information, which is conveyed through exact specifications
and format of status specified by the MIB
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Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)
site
A system using Symposium Call Center Server that can be accessed using SMI.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, traffic intrinsic.
skillset priority
An attribute of a skillset assignment that determines the order in which calls
from different skillsets are presented to an agent. When an agent becomes
available, calls might be waiting for several of the skillsets to which the agent
belongs. The server presents the call queued for the skillset for which the agent
has the highest priority.
standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.