Nortel Networks DMS/MSL-100 Manuel d'utilisateur télécharger pdf (Page 132)

132 Symposium Call Center Server

Glossary Standard 1.0

Standby server

A server that contains an up-to-date version of the database, for use when the

Active server becomes unavailable.

supervisor

A user who manages a group of agents. See also associated supervisor and

reporting supervisor.

supplementary ACD-DN

A DN associated with a primary DN. Any calls to the supplementary DN are

automatically routed to the primary DN. A supplementary DN can be a toll-free

(1-800) number.

SWCP

See Symposium Web Center Portal

switch

The hardware that receives incoming calls and routes them to their destination.

switch resource

A device that is configured on the switch. For example, a CDN is configured on

the switch, and then is used as a resource with Symposium Call Center Server.

See also acquired resource.

Symposium Agent

An agent productivity tool that enables contact center agents to provide

intelligent and personalized customer care. Agents use a personal computer to

access the agent telephony functions.

Symposium Call Center Server

A client/server contact center solution for varied and changing business

requirements. It offers a suite of applications that includes call processing and

agent handling, management and reporting, networking, and third-party

application interfaces.

Symposium Call Center Server call

A call to a CDN that is controlled by the Symposium Call Center Server. The

call is presented to the Incalls key on an agent’s phoneset.

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Nortel Networks DMS/MSL-100 Manuel d'utilisateur Page 132