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Glossary 185
Call Center Telephone Administration Guide
Real time
Real time is a term for when there is very little response time between when an event
occurs and when the information about the event is displayed. You can monitor the real
time or current situation of agents and call activity by using the Display Waiting Calls
Feature Code.
Reserved channel
Reserved channels are voice channels reserved exclusively for Call Center. Reserved
channels are used to play greetings to callers waiting in a skillset. These channels ensure
that CallPilot does not use all the voice channels. See also voice channel.
Routing Table
Routing Tables handle incoming calls for each skillset. A Routing Table determines the
order of greetings and hold times for callers while they wait to be routed to an available
agent.
Skillset
Skillsets collect and distribute calls for departments such as “sales” and “technical
support”. If several calls arrive at the same time, the calls are held in a skillset where
callers hear greetings and are put on hold until an agent is available.
Skillset mailbox
A skillset mailbox stores messages left by callers. The calls can be retrieved by designated
agents.
Skillset name
The skillset name is a maximum of 16 characters. A skillset name is the same as the
skillset mailbox name.
Subscriber
A subscriber is a mailbox owner.
Supervisor
A supervisor is an agent with supervisor status. A supervisor has additional capabilities,
such as the ability to monitor calls between agents and callers.
Supervisor monitor
Supervisor monitor is a feature supervisors can use to monitor or participate in calls
between agents and callers.
Voice channel
A voice channel is the voice path that Call Center uses to play greetings to callers.