Cisco Cisco Agent Desktop 8.5 Guía Del Usuario
November 19, 2013
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Cisco VoIP 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.
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.
issue commands and receive event information for calls and agents.
configuration file
The computer file that stores the settings for an application.
contact center
An expansion of a call center, so that it can make and receive not only phone calls,
but email, faxes, web chat messages, and so on.
but email, faxes, web chat messages, and so on.
CORBA
Common Object Request Broker Architecture. An architecture and specification for
creating, distributing, and managing distributed program objects in a network. It
allows programs at different locations and developed by different vendors to
communicate in a network through an interface broker.
creating, distributing, and managing distributed program objects in a network. It
allows programs at different locations and developed by different vendors to
communicate in a network through an interface broker.
country code
The 1–3 digit code that, in the world numbering plan, identifies each country or
integrated numbering plan in the world.
integrated numbering plan in the world.
CTI
See computer telephony integration.
D
data field
A piece of information about a phone call that is available for display in the Agent
Desktop interface.
Desktop interface.
data field condition
A logical statement about call data that evaluates as either true or false.
data router
In networks, a device that connects any number of IP local area networks (LANs).
data switch
In networks, a device that filters and forwards packets between LAN segments.