Cisco Cisco Agent Desktop 8.5 ユーザーガイド

The record of calls made and received by a desktop while running Agent. This 
log is viewable in the Call Log Viewer within Agent Desktop. 

The automatic sending of calls to the desired destination, such as an 
extension or a queue.

The handling of calls, for example, queuing the call or playing announcements 
to the caller.

The application that runs on the agent desktop. Call/Chat displays text 
messages and conference call information, and enables the agent to send 
messages to other agents and the supervisor.

A server program that handles the passing of data messages between 
agents and supervisors.

Touchtone data entered by the caller in response to prompting.

A Cisco software-based voice-over IP telephone switch.

The telephone company building where subscribers’ lines are joined to 
switching equipment that connects subscribers to each other, both locally 
and long distance.

The name by which an agent is known in the Call/Chat application.

A written exchange between agents or between agent and supervisor using 
the Call/Chat application.

See central office.

The connection of a computer with a telephone switch that allows the 
computer to issue commands and receive event information for calls and 
agents.