Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
January 16, 2013
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user ID
An identifier that designates a particular user and that is required to log into an
application or server.
application or server.
U
Unified Intelligent Contact Management (Unified ICM)
A Cisco computer telephony integration application that collects data and profiles
customers from the network to the agent’s desktop, and coordinates the delivery
of voice and data to a targeted answering resource across the enterprise. Using
network-provided data, caller-entered digits, and information obtained from a
customer profile database, Unified ICM determines who is calling and why, and
routes the call to the appropriate area in the contact center.
customers from the network to the agent’s desktop, and coordinates the delivery
of voice and data to a targeted answering resource across the enterprise. Using
network-provided data, caller-entered digits, and information obtained from a
customer profile database, Unified ICM determines who is calling and why, and
routes the call to the appropriate area in the contact center.
user interface
An application’s look and feel to the user.
V
virtual private network (VPN)
A network created by renting or acquiring some part of someone else’s network (a
phone company, an Internet provider) and used to communicate between a
company’s offices.
phone company, an Internet provider) and used to communicate between a
company’s offices.
voice gateway router
A combination of hardware and software that links a POTS telephone network to
an IP data network.
an IP data network.
voice monitoring
The ability of a supervisor to monitor an agent’s phone conversations without
being heard and without letting the agent knowing it is happening.
being heard and without letting the agent knowing it is happening.
voice over IP (VoIP)
A category of hardware and software that enables people to use Internet protocol
as the transmission medium for telephone calls.
as the transmission medium for telephone calls.
voice packet
A digitized sample of a voice conversation sent over a network.
voice response unit (VRU)
The computer used to interact verbally via a telephone with a caller. The computer
plays announcements and questions to the caller, and the caller replies by
entering information via touch tones, a rotary dial, or by speaking. “VRU” and
“IVR” are often used interchangeably. See interactive voice response (IVR).
plays announcements and questions to the caller, and the caller replies by
entering information via touch tones, a rotary dial, or by speaking. “VRU” and
“IVR” are often used interchangeably. See interactive voice response (IVR).