Cisco Cisco Agent Desktop 10.5 Guida Utente
January 16, 2013
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Cisco Recording and Statistics Service
A service that maintains a 7-day history of agent and team statistics. It also
manages call recording.
manages call recording.
Cisco Sync Service
The service that connects to the Unified ICM logger SQL database via and ODBC
connection and retrieves agent, supervisor, team, and skill information. It then
compares the information with the information in Directory Services and adds,
updates, or deletes entries as needed to stay consistent with the Unified ICM
configuration.
connection and retrieves agent, supervisor, team, and skill information. It then
compares the information with the information in Directory Services and adds,
updates, or deletes entries as needed to stay consistent with the Unified ICM
configuration.
Cisco Unified Mobile Agent
Cisco Unified Mobile Agent provides the capability to use remote agents when
staffing contact centers. It provides an encrypted, secure, IT-managed connection
over broadband to the home. The agents have complete access to all the contact
center applications.
staffing contact centers. It provides an encrypted, secure, IT-managed connection
over broadband to the home. The agents have complete access to all the contact
center applications.
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.