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266 Glossary
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Dynamic call priority
Call priority is distinct from agent priority. If a waiting call needs to be routed, for
example when an agent becomes available, Call Center determines which waiting call
must be handled next. This is the call with the highest priority, or, if all the waiting calls
have the same priority, the call with the longest wait time. Call Center then determines the
right agent to handle the call. If the skillset’s method of call distribution is Preferred, Call
Center finds the available agents assigned to and logged in to the skillset, and chooses the
one with the highest priority. If the method is Least Busy, the agent that has been available
longest is routed the call.
Greeting Table
The Greeting Table determines which recorded greeting is played and which line is
answered according to the time of day.
Indicator
See memory button indicator.
Intelligent Caller Input Routing, Advanced
Intelligent Caller Input Routing, Advanced lets callers route their calls based on
multi-digit fixed or variable rules that you create in the Caller Input Rules Tables.
Intelligent Caller Input Routing, Basic
Intelligent Caller Input Routing, Basic (Previously called Basic Transfer), lets callers
direct their calls to an Operator, Automated Attendant, skillset mailbox, CCR Tree or
internal or external number.
Intelligent CLID/DNIS Routing
CLID/DNIS Routing is the initial routing that Call Center calls encounter. The CLID/
DNIS Routing you set up lets Call Center route calls quickly based on their incoming line
number. Callers are routed to skillsets depending on who the caller calls, the line the call
comes in on, or where the caller is calling from.
Intelligent Overflow Routing
Intelligent Overflow Routing uses routing rules you create to overflow, change the priority
of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number,
a mailbox, a CCR Tree, the Automated Attendant or an operator.
Least Busy
Least Busy, (previously called Longest idle) is a method of call distribution that routes
calls to the agent who has been available the longest. The other method of call distribution
is Preferred.
MWI
See Message Waiting Indication.