Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

A 3-digit code designating a toll center in the United States and Canada.

An ICM extended call context (ECC) variable that stores multiple pieces of data.

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. 

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.

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.

A situation in which two devices share the same phone number (for example, a 
secretary whose phone can also answer the boss’s phone). 

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. 

A location where calls are made and answered. A call center typically has 
numerous agents and an automatic call distributor. 

The action of changing the state of a call, for instance, making, answering, 
transferring, or dropping a call.

An action that performs a call control function triggered by an event meeting a 
rule. Call control actions vary according to switch type.

See call activity data.

The record of calls made and received by a desktop while running Agent Desktop.

The automatic sending of calls to the desired destination, such as an extension or 
a queue.