Cisco Cisco Agent Desktop 8.5 Mode D'Emploi
February 24, 2005
7-3
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.
(which 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.
agent’s call with a customer.
Barge-In button
The button on the Supervisor Desktop interface that allows a supervisor to
forcibly join an agent’s call with a customer.
forcibly join an agent’s call with a customer.
bridged appearance
A situation in which two devices share the same phone number (for example,
a secretary whose phone can also answer the boss’s phone).
a secretary whose phone can also answer the boss’s phone).
– C –
call activity data
The information displayed in the Enterprise Data window documenting the
length of time a call is at a particular type of device or agent within the call
center.
length of time a call is at a particular type of device or agent within the call
center.
call center
A location where calls are made and answered. A call center typically has
numerous agents and an automatic call distributor.
numerous agents and an automatic call distributor.
call control
The action of changing the state of a call, for instance, making, answering,
transferring, or dropping a call.
transferring, or dropping a call.
Call Control action
An action that performs a call control function triggered by an event meeting
a rule. Call control actions vary according to switch type.
a rule. Call control actions vary according to switch type.
call control buttons
The buttons on the Agent interface that the agent uses to perform phone
functions. Call control actions vary according to switch type.
functions. Call control actions vary according to switch type.
call history
See call activity data.