HP Vectra 520 Guia de Instalação descarregar pdf (Página 486)

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101

Meridian MAX

Installation Guide

Product release 8

17-1

Chapter 17: List of terms

ACD

Automatic call distribution (ACD) provides a means of automatically

distributing a company or organization’s incoming calls among a number of

answering positions (ACD agents). Automatic call distribution is useful in

operations where callers want a service rather than a specific person. Calls

are serviced in the order they arrive and distributed so that the workload at

each answering position is approximately equal.

ACD configuration

The ACD configuration includes the assignments in the Meridian MAX

system of agents to queues, of queues to a supervisor, of trunks to routes,

and of routes to queues. It also includes the parameters that control

recorded announcements, call overflow and interflow, and night service.

ACD-DN

An automatic call distribution - directory number (ACD-DN) is the queue

where incoming calls wait until they are answered. Calls are answered in

the order in which they entered the queue.

Agent

An agent is a person who answers ACD calls. An agent should be able to

provide all the information needed for an ACD call.

The application module (AM) is the card cage that resides within the

Application Equipment Module (AEM). The AM supports VME-based

application products, such as Meridian MAX. Two AMs can fit into each

AEM. Each AM has its own power supply.

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