Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
200
June 2007
area code
A 3-digit code designating a toll center in the United States and Canada.
array variable
An ICM extended call context (ECC) variable that stores multiple pieces of data.
automatic call distributor (ACD)
Optional software that resides on the PBX. Its role is to monitor various parameters
within the system and call center and to intelligently route calls based on that
information.
within the system and call center and to intelligently route calls based on that
information.
automatic number identification (ANI)
A series of digits at the front of a phone call that delivers the billing number (which
is not necessarily the phone number) of the caller.
is not necessarily the phone number) of the caller.
barge-in
A feature in Supervisor Desktop that allows a supervisor to forcibly join an agent’s
call with a customer. It is a forced conference call.
call with a customer. It is a forced conference call.
bridged appearance
A situation in which two devices share the same phone number (for example, a
secretary whose phone can also answer the boss’s phone).
secretary whose phone can also answer the boss’s phone).
Browser and IP Phone Agent (BIPPA) service
The service that enables CAD-BE and IP phone agents to log in and out of ICM,
change agent states, and enter wrap-up data and reason codes without having the
Agent Desktop software. This service works in conjunction with the Services
feature of Unified CM and Cisco IP phones.
change agent states, and enter wrap-up data and reason codes without having the
Agent Desktop software. This service works in conjunction with the Services
feature of Unified CM and Cisco IP phones.
CAD-BE
Cisco Agent Desktop—Browser Edition. A Java applet version of Cisco Agent
Desktop that runs in a web browser.
Desktop that runs in a web browser.
call activity data
The information displayed Agent Desktop documenting the length of time a call is
at a particular type of device or agent within the call center.
at a particular type of device or agent within the call center.
call center
A location where calls are made and answered. A call center typically has
numerous agents and an automatic call distributor.
numerous agents and an automatic call distributor.
call control
The action of changing the state of a call, for instance, making, answering,
transferring, or dropping a call.
transferring, or dropping a call.
Call Control action
An action that performs a call control function triggered by an event meeting a rule.
Call control actions vary according to switch type.
Call control actions vary according to switch type.