Cisco Cisco Agent Desktop 10.5 사용자 가이드
February 24, 2005
7-17
Voice-over IP Monitor server
A server program used to enable supervisors to silently monitor agents.
VoIP
See Voice-over IP.
VPN
See virtual private network.
VRU
See voice response unit.
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wild card
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.
asterisk (*) represents several characters and a question mark (?) represents
a single character.
window behavior
A feature that allows the user to control how the Desktop Product Suite
application window acts on screen. See Always on Top, Keep Open, Normal,
and Stealth.
application window acts on screen. See Always on Top, Keep Open, Normal,
and Stealth.
work flow
A sequence of actions that takes place when specific event/rule criteria are
met.
met.
work flow group
A group that shares a common set of work flows.
Work Not Ready button
One of the Agent State buttons on the Agent Desktop interface. It is used to
put the agent into the Work Not Ready state, indicating the agent is working
on something related to a call, and when finished, will not be ready to accept
any further calls.
put the agent into the Work Not Ready state, indicating the agent is working
on something related to a call, and when finished, will not be ready to accept
any further calls.
Work Ready button
One of the Agent State buttons on the Agent Desktop interface. It is used to
put the agent into the Work Ready state, indicating that the agent is working
on something related to a call, and when finished will be ready to accept
further calls.
put the agent into the Work Ready state, indicating that the agent is working
on something related to a call, and when finished will be ready to accept
further calls.