Cisco Cisco Agent Desktop 9.0 ユーザーガイド
Cisco Desktop Administrator User Guide
246
January 16, 2013
event
An occurrence at the agent desktop. Events include: startup, shutdown, ringing,
answered, and dropped.
answered, and dropped.
expanded call context variable
A Unified ICM term for a piece of information about a phone call. It must be
defined within Unified ICM.
defined within Unified ICM.
extension
The internal telephone number at the agent desktop.
external application
A software application not belonging to CAD.
H
host
A server connected to a network.
I
ICM
See Unified Intelligent Contact Management.
Install Manager
The program that helps you install CAD on your system.
interactive voice response (IVR)
The use of a computer to interact verbally via a telephone with a caller. The
computer plays announcements and questions to the caller, and the caller replies
by entering information via touch tones, a rotary dial, or by speaking. “IVR” and
“VRU” are often used interchangeably. See voice response unit (VRU).
computer plays announcements and questions to the caller, and the caller replies
by entering information via touch tones, a rotary dial, or by speaking. “IVR” and
“VRU” are often used interchangeably. See voice response unit (VRU).
intercept
An intercept occurs when a supervisor uses the Intercept button to force a
transfer from an agent to the supervisor.
transfer from an agent to the supervisor.
Internet protocol (IP)
This protocol specifies the format of packets, also called datagrams, and the
addressing scheme. Most networks combine IP with a higher-level protocol called
transport control protocol (TCP), which establishes a virtual connection between a
destination and a source.
addressing scheme. Most networks combine IP with a higher-level protocol called
transport control protocol (TCP), which establishes a virtual connection between a
destination and a source.