CHAPTER 2 NDA-24282
Page 14
Revision 1.0
GENERAL INFORMATION
3. GLOSSARY OF TERMS
This section defines ACD-related terms.
Figure 2-7 NEAX2400 CallCenterWorX-Enterprise ACD System Configuration
Split
Split
Trunk Group
Trunk Group
NEAX2400 IMX ACD System
COT
COT
COT
COT
COT
ACD Agent
Position
ACD Agent
Position
Group
Supervisory
Position
ACD Agent
Position
ACD Agent
Position
Group
Supervisory
Position
System
Supervisory
Position
Queue
Queue
ACDP
MIS
Printer
ELC
ELC
ELC
ELC
ELC
ELC
ELC
ETHER
CPR