Cisco Cisco Agent Desktop 8.5 사용자 가이드

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).

A category of hardware and software that enables people to use Internet protocol 
as the transmission medium for telephone calls.

A service that enables supervisors to silently monitor agents. The service 
accomplishes this by “sniffing” network traffic for voice packets.

See Voice-over IP.

See virtual private network.

See voice response unit.

Special characters used to represent one or more characters in a string. An 
asterisk (*) represents several characters and a question mark (?) represents a 
single character.

A sequence of actions that takes place when specific event/rule criteria are met. 

A group that shares a common set of work flows.