BusinessPhone Communication Platform 7.0
Facilities

## ACD - Glossary

ACD-group: A group of agents with programmed answer keys for one of the ACD-queues.

ACD-MS: The interface in the PBX that supports the advanced monitoring and statistics processing program(s) for ACD-applications. ACD-MS V.0 = Interface valid till R7. ACD-MS V.1 = Interface valid since R8. ACD-MS V.2 = Interface valid since R9.

Active agent: An agent that has logged on to one or more (maximum eight) ACD-queue(s).

Agent: Any extension having at least one programmed ACD-answer key.

Agent group: Any group of agents. Only applicable within an CCS Standard system.

Agent number: A number used to distinguish between the different agents and is equivalent with the individual agent greeting announcement reference number.

Alarms: Values that can be set for the states and statistics on CCS system. When the value is reached an alarm is shown on the screen.

Call Centre Supervisor (CCS): A PC-based system application for supervising an ACD-system. The CCS system presents the supervisor with real time information and statistical data regarding ACD-calls. Available CCS systems are CCS Standard and CCS Basic.

Call Centre Assistant (CCA): CCA is a server/client based Agent application providing graphical user interface for ACD-agents/supervisors. CCA is a CTI software based on BusinessLink for Windows NT.

Call code: A code dialled by the agent and sent to the CCS system. The codes can be given any meaning and are stored in the CCS system. It is possible to classify calls with more than one call code.

Clerical key: A key on an agent telephone used for initiating a clerical period.

Clerical time: The time between two calls that the agent may use for other purposes. Clerical time may be common or individual. The clerical time can be displayed on the telephone display.

Dynamic queue: A queue which length changes due to the change of the number of agents that are logged on to the ACD-group.

Greeting message: A pre-recorded greeting message played when the agent answers a call.

Help-key: A key used by an agent to discretely inform the supervisor of a needed assist.

Immediate: Agent answer key may be programmed as immediate speech. Calls will then never ring, but be presented just by a short tone burst before connection is established.

Passive agent: An agent that has logged off from all ACD-queues.

Pause-key: A key on an agent telephone used to initiate and stop a job interruption for a certain time without logging off from the system.

PES: Personal Efficiency System is an equipment with state information about calls handled by one extension. It is based on TAPI standard (e.g. DTM).

PIN: Personal Identity Number. A code used by the agent to log on to the system. A PIN is only useful when the system has a connected CCS system.

Priority: If an agent answers several queues, a priority between the queues may be programmed.

Queue: Each ACD-call number has a queue where calls are queued when there are no free agents available.

Queue message: A pre-recorded voice message that can be played to the caller. Two messages can be recorded per queue.

Real time presentation: A function in a CCS system, where the ongoing activities within the ACD-group, are shown on the screen in real time.

Silent intrusion: The supervisor may at any time intrude an agent who is logged on. The supervisor may also intrude if an ACD agent asks him to do it. During intrusion no warning tone is heard.

Statistics: Facts about ACD-calls presented directly by the ACD-system, or on an advanced level by the CCS system.

Supervisor: An agent with a supervisor function for a number of agents. The supervisor may be equipped with a CCS system.

Timeouts: Limitation for how often the fixed clerical time may be expired before the agent is automatically logged out.

Trunk group: A group of trunks that are routed to an ACD-number.

Voice answer: Pre-recorded messages used as queue messages and greeting messages in trunk-, ACD group and agent level.

Revision: AD © Ericsson Enterprise 2005