BusinessPhone – ACD Supervisor

## Glossary

##### ACD group

A group of agents with programmed Answer keys for one of the ACD queues.

##### Agent

Any extension having at least one programmed ACD Answer key.

##### Agent group

Any group of agents.

##### Agent number

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

##### Call Code

A code dialled by the agent. See sections Clerical key, No Clerical key, Multiple Call Codes and Call Codes for non ACD calls.

##### Clerical key

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

##### 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. See section Clerical.

##### Dynamic queue

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

##### Extension

All telephones connected to the PBX have a unique internal number (up to 8 digits). If your telephone is equipped with a display, you can see your number.

##### ISDN

Integrated Services Digital Network. Provides your system with supplementary services from the public net.

##### 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. See section ACD pause key.

##### PBX

Private Branch Exchange. Your telephone switching system (e.g. BusinessPhone 250).

##### 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. See section Activate the ACD function.

##### Queue

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

##### 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. See sections Agent requests help, Intrusion and Silent Intrusion.

##### Statistics

Facts about ACD calls presented directly by the ACD system. See section ACD statistics.

##### Supervisor

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

##### Tie line

An external line from the private network.

##### Time-outs

Limitation for how often the fixed Clerical Time may be expired before the agent is automatically logged out. See section Monitoring of time-outs.

##### Trunk group

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

##### Trunk line

A trunk line is the same as an external line. Can be either digital or analog.

© Ericsson Enterprise 2004