Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Guide D’Installation Rapide
Glossary
GL-16
Getting Started with Cisco Unified CCX, Relese 6.0(1)
Service
A program, routine, or process that performs a specific system function to support
other programs, particularly at a low (close to the hardware) level. In CRS. you
can have a master service and a standby service.
Serviceability
Enables remote network management support for the Cisco CRS system.
Serviceability enables this support through CiscoWorks and through any other
third-party network management system (NMS) that uses standard protocols.
Session (historical reporting)
Historical reporting seats are also called historical reporting sessions. Historical
reporting sessions (seats) refer to the number of historical reporting clients that
can be started at the same time on different client machines.
Session (script)
An object that stores information about a caller as they move through a script.
Simple Network Management Protocol
See SNMP.
Skill
Designated competency of an agent in a given area. Enables agents to handle
calls associated with their expertise.
Skill Based Routing
The routing of calls to agents with designated skills.
Snapshot Agent
Generates a snapshot or image of the current database data.
SNMP
Simple Network Management Protocol. The standard protocol for network
management software. Using SNMP, programs called SNMP agents monitor