Cisco Cisco Agent Desktop 8.5 Guía Del Usuario
November 2006
193
voice response unit (VRU)
The computer used to interact verbally via a telephone with a caller. The computer
plays announcements and questions to the caller, and the caller replies by
entering information via touch tones, a rotary dial, or by speaking. “VRU” and “IVR”
are often used interchangeably. See interactive voice response (IVR).
plays announcements and questions to the caller, and the caller replies by
entering information via touch tones, a rotary dial, or by speaking. “VRU” and “IVR”
are often used interchangeably. See interactive voice response (IVR).
voice-over IP (VoIP)
A category of hardware and software that enables people to use Internet protocol
as the transmission medium for telephone calls.
as the transmission medium for telephone calls.
Voice-over IP Monitor service
A service that enables supervisors to silently monitor agents. The service
accomplishes this by “sniffing” network traffic for voice packets.
accomplishes this by “sniffing” network traffic for voice packets.
VoIP
See Voice-over IP.
VPN
See virtual private network.
VRU
See voice response unit.
wild card
Special characters used to represent one or more characters in a string. An
asterisk (*) represents several characters and a question mark (?) represents a
single character.
asterisk (*) represents several characters and a question mark (?) represents a
single character.
work flow
A sequence of actions that takes place when specific event/rule criteria are met.
work flow group
A group that shares a common set of work flows.