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Glossary
GL-12 Issue 4 September 1995
Split Summary report
A report that summarizes the call activity for an entire split. It can be generated by CMS as well as
in BCMS.
split supervisor
An ACD split manager who monitors split flows.
staffed
For ACD splits, staffed connotes an agent being logged in. Therefore, when an agent is staffed in
an ACD split, this means that the agent is present. However, the term does not indicate if the
agent is available to receive calls. When an agent logs in initially, the agent is in Auxiliary Work
mode and does not receive calls until the agent becomes available by entering either Auto-in or
Manual-in mode.
For non-ACD hunt groups, staffed connotes administered.
super agent pool
A backup skill hunt group of agents that is able to handle any type of call coming into the switch.
EAS must be enabled for this pool to be in effect.
T
tandem switch configuration
A LAI call setup that consists of three switches, including the sending switch, the tandem switch,
and the far end switch.
The sending switch determines whether the call should be sent to the tandem switch, which, in
essence, is the first receiving switch. The tandem switch contains a
route-to
command that is
executed on a look ahead basis in the same manner as the sending switch.
If the far end switch (in essence, the second receiving switch) accepts the call, the sending
switch is notified, and call control is passed to the far end switch. If the call is denied, the next
step of the tandem switch vector is executed.
touch-tone digit code
An alphabetic or numeric code entered by pressing one or more selected buttons on a touch-tone
dialing pad. It can be entered from within the customer's network or via a touch-tone telephone
external to the network.
touch-tone receiver
A device required to accept the touch-tone digits that are entered by users of the Call Prompting
feature.
tracking
Identifies various split flows and other actions relevant to call handling.
treatment
A service provided to the customer or other action taken by call vectoring in response to the
customer's placing a call. Examples are: playing an announcement, providing a delay with
background music, playing a busy tone, disconnecting a call.
TTR
See Touch-Tone Receiver (TTR).