Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
226
November 19, 2013
TPM
See Team Performance Message.
transfer
A phone switch feature that allows moving a call from one extension to another.
transfer, blind
A transfer in which the active call is transferred to the third party without ensuring
that the transfer is successful (picked up at the other end).
that the transfer is successful (picked up at the other end).
transfer, supervised
A transfer in which you speak to the third party to whom the call is being
transferred before connecting the active call, in order to confirm that the transfer
can be made successfully.
transferred before connecting the active call, in order to confirm that the transfer
can be made successfully.
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.