Cisco Cisco Agent Desktop 8.5 사용자 가이드
Cisco Desktop Administrator User Guide
210
June 2007
TPM
See Team Performance Message.
transfer
A phone switch feature that allows moving a call from one extension to another.
transfer, blind
A transfer in which the active call is transferred to the third party without ensuring
that the transfer is successful (picked up at the other end).
that the transfer is successful (picked up at the other end).
transfer, supervised
A transfer in which you speak to the third party to whom the call is being
transferred before connecting the active call, in order to confirm that the transfer
can be made successfully.
transferred before connecting the active call, in order to confirm that the transfer
can be made successfully.
user ID
An identifier that designates a particular user and that is required to log into an
application or server.
application or server.
user interface
An application’s look and feel to the user.
virtual private network (VPN)
A network created by renting or acquiring some part of someone else’s network (a
phone company, an Internet provider) and used to communicate between a
company’s offices.
phone company, an Internet provider) and used to communicate between a
company’s offices.
voice gateway router
A combination of hardware and software that links a POTS telephone network to
an IP data network.
an IP data network.
voice monitoring
The ability of a supervisor to monitor an agent’s phone conversations without
being heard and without letting the agent knowing it is happening.
being heard and without letting the agent knowing it is happening.
voice packet
A digitized sample of a voice conversation sent over a network.
voice response unit (VRU)
The computer used 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. “VRU” and “IVR”
are often used interchangeably. See interactive voice response (IVR).
plays announcements and questions to the caller, and the caller replies by
entering information via touch tones, a rotary dial, or by speaking. “VRU” and “IVR”
are often used interchangeably. See interactive voice response (IVR).
voice-over IP (VoIP)
A category of hardware and software that enables people to use Internet protocol
as the transmission medium for telephone calls.
as the transmission medium for telephone calls.