Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
June 2007
211
Voice over IP Monitor service
A service that enables supervisors to silently monitor agents. The service
accomplishes this by “sniffing” network traffic for voice packets.
accomplishes this by “sniffing” network traffic for voice packets.
VoIP
See Voice over IP.
VPN
See virtual private network.
VRU
See voice response unit.
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.
work flow
A sequence of actions that takes place when specific event/rule criteria are met.
work flow group
A group that shares a common set of work flows.