Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Desktop Administrator User Guide
214
November 19, 2013
Always Open mode
A display mode in which the interface is always visible, but might be hidden by
other open applications.
other open applications.
ANI
See automatic number identification.
area code
A 3-digit code designating a toll center in the United States and Canada.
array variable
A Unified ICM extended call context (ECC) variable that stores multiple pieces of
data.
data.
automatic call distributor (ACD)
Optional software that resides on the PBX. Its role is to monitor various
parameters within the system and call center and to intelligently route calls based
on that information.
parameters within the system and call center and to intelligently route calls based
on that information.
automatic number identification (ANI)
A series of digits at the front of a phone call that delivers the billing number (which
is not necessarily the phone number) of the caller.
is not necessarily the phone number) of the caller.
B
barge-in
A feature in Supervisor Desktop that allows a supervisor to forcibly join an agent’s
call with a customer. It is a forced conference call.
call with a customer. It is a forced conference call.
bridged appearance
A situation in which two devices share the same phone number (for example, a
secretary whose phone can also answer the supervisor’s phone).
secretary whose phone can also answer the supervisor’s phone).
Browser and IP Phone Agent (BIPPA) Service
See Cisco Browser and IP Phone Agent (BIPPA) Service.
C
CAD-BE
Cisco Agent Desktop—Browser Edition. A Java applet version of Agent Desktop
that runs in a web browser.
that runs in a web browser.