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Glossary

GL-4

Data module A serial communications device used for the

asynchronous transfer of data. BCMS Vu connects to the

DEFINITY system through a data module.

BCMS Vu does not work with analog modems,

PDMs, or INADS.

DEFINITY system

BCMS interval

The period of time, either one hour or one half hour,

during which measurements are collected in the

DEFINITY system. At the end of the interval, counts are

reset to 0.

Direct Agent

Calling

An EAS capability that makes it possible for a caller to

reach the same agent every time and still include the call

in the management tracking of the call center as an ACD

call. This is ideal for claims processing, where a client

needs to speak with the agent handling the claim.

Document See Report.

Hundred call

seconds

See CCS.

Interval See DEFINITY system BCMS interval.

MI (Manual-In).

An ACD work mode. The Manual In (MI) mode makes

the agent available to receive an ACD call and

automatically places the agent into the ACW state upon

release from the call.

Note

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Avaya R2 Guía de usuario Pagina 251