Cisco Cisco Agent Desktop 8.5 Guía Del Usuario
Cisco Desktop Product Suite 4.6: Desktop Administrator User’s Guide
7-4
February 24, 2005
call log
The record of calls made and received by a desktop while running Agent. This
log is viewable in the Call Log Viewer within Agent Desktop.
log is viewable in the Call Log Viewer within Agent Desktop.
call routing
The automatic sending of calls to the desired destination, such as an
extension or a queue.
extension or a queue.
call treatment
The handling of calls, for example, queuing the call or playing announcements
to the caller.
to the caller.
Call/Chat
The application that runs on the agent desktop. Call/Chat displays text
messages and conference call information, and enables the agent to send
messages to other agents and the supervisor.
messages and conference call information, and enables the agent to send
messages to other agents and the supervisor.
Call/Chat server
A server program that handles the passing of data messages between
agents and supervisors.
agents and supervisors.
caller input
Touchtone data entered by the caller in response to prompting.
CallManager
A Cisco software-based voice-over IP telephone switch.
central office (CO)
The telephone company building where subscribers’ lines are joined to
switching equipment that connects subscribers to each other, both locally
and long distance.
switching equipment that connects subscribers to each other, both locally
and long distance.
chat name
The name by which an agent is known in the Call/Chat application.
chat session
A written exchange between agents or between agent and supervisor using
the Call/Chat application.
the Call/Chat application.
CO
See central office.
computer telephony integration (CTI)
The connection of a computer with a telephone switch that allows the
computer to issue commands and receive event information for calls and
agents.
computer to issue commands and receive event information for calls and
agents.