Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Touchtone data entered by the caller in response to prompting.

A Cisco software-based voice-over IP telephone switch.

A feature of Agent Desktop and Supervisor Desktop that enables agents and 
supervisors to communicate via an instant messaging window.

A service that acts as a message broker between the Chat clients and Supervisor 
Desktop. It is in constant communication with all agents and supervisor desktops. 

A written exchange between agents or between agent and supervisor using the 
Chat application.

The connection of a computer with a telephone switch that allows the computer to 
issue commands and receive event information for calls and agents. 

The computer file that stores the settings for an application.

An expansion of a call center, so that it can make and receive not only phone calls, 
but email, faxes, web chat messages, and so on.

Common Object Request Broker Architecture. An architecture and specification 
for creating, distributing, and managing distributed program objects in a network. 
It allows programs at different locations and developed by different vendors to 
communicate in a network through an interface broker.

The 1–3 digit code that, in the world numbering plan, identifies each country or 
integrated numbering plan in the world.

See computer telephony integration.

A piece of information about a phone call that is available for display in the Agent 
Desktop interface. 

A logical statement about call data that evaluates as either true or false.