Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
31-Mar-06
169
dual tone multi-frequency (DTMF)
The term for touchtone dialing. In DTMF, when you touch a button on a push
button pad, it makes a tone which is actually a combination of two tones, one high
frequency and one low frequency. These are the beeps you hear when you dial a
phone number.
button pad, it makes a tone which is actually a combination of two tones, one high
frequency and one low frequency. These are the beeps you hear when you dial a
phone number.
duplex environment
An operating environment that contains a primary and secondary service. If the
primary service fails, the secondary service takes over.
primary service fails, the secondary service takes over.
ECC variable
See expanded call context variable.
enterprise data
A piece of data available to CAD via the Enterprise service.
Enterprise service
A server program that tracks calls in the system. It is used to attach IVR-collected
data to a call in order to make real-time call activity data available at the agent
desktop.
data to a call in order to make real-time call activity data available at the agent
desktop.
Ethernet
A local area network standard. Like other LAN technologies, Ethernet is used to
connect computers, printers, workstations, terminals, servers, and other devices
within the same building or campus.
connect computers, printers, workstations, terminals, servers, and other devices
within the same building or campus.
event
An occurrence at the agent desktop. Events include: startup, shutdown, ringing,
answered, and dropped.
answered, and dropped.
expanded call context variable
An ICM term for a piece of information about a phone call. It must be defined
within ICM.
within ICM.
extension
The internal telephone number at the agent desktop.
external application
A software application not belonging to CAD.
host
A server connected to a network.
ICM
See Intelligent Contact Management.
Install Manager
The program that helps you install CAD on your system.