Reports and Displays Guide 607March 2005 Glossarycall priorityA numerical value assigned in a script that defines the relative importance of acall. If two calls are in the queue when an agent becomes available, and one callis queued with a higher priority than the other, the agent receives the higherpriority call first. See also skillset priority.call treatmentThe way Symposium Express Call Center handles a call while it is waiting to beanswered by a call center agent. For example, a caller can hear a recordedannouncement or music while waiting for an agent.Calling Line IdentificationThis is an optional service that identifies the telephone number of the caller.This information can then be used to route the call to the appropriate agent orskillset. The CLID can also be displayed on an agentís phoneset.CDNSee controlled directory number.CLANSee Customer local area network.CLIDSee Calling Line Identification.clientThe part of Symposium Express Call Center that runs on a personal computer orworkstation and relies on the server to perform some operations. See also server.controlled directory numberA special directory number that allows calls arriving at the switch to be queuedwhen the CDN is controlled by an application such as Symposium Express CallCenter. When a call arrives at this number, the switch notifies the applicationand waits for routing instructions, which are performed by scripts in SymposiumExpress Call Center.customer administratorA user who is responsible for maintaining Symposium Express Call Center.
