Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
November 19, 2013
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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).
VoIP Monitor Service
See Cisco VoIP Monitor Service.
VoIP
See Cisco VoIP Monitor Service.
VPN
See virtual private network.
VRU
See voice response unit.
W
wild card
Special characters used to represent one or more characters in a string. An
asterisk (*) represents several characters and a question mark (?) represents a
single character.
asterisk (*) represents several characters and a question mark (?) represents a
single character.
work flow
A sequence of actions that takes place when specific event/rule criteria are met.
work flow group
A group that shares a common set of work flows.