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Glossary of Terms
Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
89
The Not Ready State is shown as Grey in the Real Time Screens. If
an Agent has been Not Ready in excess of the Not Ready Duration
Threshold he is displayed in Red.
Outgoing State For a Line: The Line is in use on an Outgoing Call.
For an Agent: The Agent is engaged on an Outgoing Call.
The Outgoing State is shown as Yellow in the Real Time Screens. If
an Agent has been on an Outgoing Call in excess of the Outgoing Call
Duration Threshold he is displayed in Red.
RDBServer The module within the Nortel Networks Call Center Reporting
application which communicates to the Call Platform and writes Call
Center statistics to the reports databases.
Real Time Information is available at System Manager level and at Skillset Level
that displays the current states of the System or Skillset Lines and
Agents. This information is refreshed approximately every 3 seconds.
These displays are called the Real Time Screens.
Additionally, information can be displayed on hardware and software
TCP/IP enabled wallboards, to provide Real Time information to the
Call Center Agents.
Stat Time Bins A collective term for the Abandoned Time Bins and the Answered
Time Bins.
TCP/IP Transmission Control Protocol/Internet Protocol:
A protocol developed by the US Department of Defense for
communications between computers. It has become the de facto
standard for data transmission over networks, including the Internet.
TCP and IP are transport and address protocols; TCP is used to
establish a connection for data transmission, and IP defines the
method for sending the data in packets.
Title A string of text displayed on the top line of a wallboard. This restricts
the wallboard to being able to display 3 parameters only.
Upload The Skillset, Agent and Line information is not manually entered in
the Nortel Networks Call Center Reporting configuration, it is
Uploaded from the Call Center.
Waiting State For Line only: The Line has a call queuing on it that cannot be
distributed to the Agents in the Skillset.