Cisco Cisco Agent Desktop 10.5 Mode D'Emploi
31-Mar-06
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caller input
Touchtone data entered by the caller in response to prompting.
CallManager
A Cisco software-based voice-over IP telephone switch.
Chat
A feature of Agent Desktop and Supervisor Desktop that enables agents and
supervisors to communicate via an instant messaging window.
supervisors to communicate via an instant messaging window.
Chat service
A service that acts as a message broker between the Chat clients and Supervisor
Desktop. It is in constant communication with all agents and supervisor desktops.
Desktop. It is in constant communication with all agents and supervisor desktops.
chat session
A written exchange between agents or between agent and supervisor using the
Chat application.
Chat application.
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.
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.
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.
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.