Stratus Agent Software Components use abbreviations as well. They are explained on the Architecture page.
TERM / ABBREVIATION
After Call Work is the rework time after a call. This is set by default to 30 seconds, depending on the service, and can be manually extended by the agent to a maximum of 5 minutes.
Active Directory is a directory service developed by Microsoft for Windows domain networks.
BE / WebConfig
Backend (WebConfigurator) (Stratus Agent Component):
Server-Side App (or new: WebInterface) to configure Topology, Organizationunits, Users, RBAC, Workflows and other related settings.
Customer Relationship Management.
Cross Selling Code which describes what kind of cross selling the agent has tried during the customers call.
In computing, a data warehouse (DW or DWH), also known as an enterprise data warehouse (EDW), is a system used for reporting and data analysis, and is considered a core component of business intelligence (BI).
Luware uses ETL (Extraxt, transform, load) procedures to provide reporting data "ready to use" for any provided (product-specific) reporting templates.
Enterprise Resource Planning.
In computing, extract, transform, load (ETL) is the general procedure of copying data from one or more sources into a destination system which represents the data differently from the source(s) or in a different context than the source(s).
Frontend (Stratus Agent Component):
Web Interface running on IIS providing the web GUI. Installs Stratus Agent-FE to IIS and FE-Core to Services.
Lean Unified Customer Services. The Stratus Agent software is based on LUCS - the core component of the contact center solution. It is responsible for call flows, agent management, opening hours management and much more. LUCS is the technical solution we host on our premises to make Stratus Agent avaliable to you.
Channel / means of communication. In this context it can either mean Chat, Video, Telephony or Desktop Sharing
Not ready reason.
Not Ready Reasons (NRR) can be used when you are not able to handle service calls, for example because you want to take a break or have to attend a training course. If the Skype for Business status of an agent changes to e.g. 'Absent', the system asks for a 'Not ready' reason. The reason for absence has to be selected here.
Role Based Access Control
Redirect on no answer:
Also called "RONA-Status". When an agent is available but doesn't respond in time, another agent is assigned.
|RTC||Real Time Communication . Also see RTCLauncher Luware product , which uses the open standard "WebRTC" to establish an end-to-end encryption between Browsers and Lync / SfB.|
A Session Border Controller (SBC) is a network element deployed to protect SIP based Voice over Internet Protocol (VoIP) networks.
Early deployments of SBCs were focused on the borders between two service provider networks in a peering environment. This role has now expanded to include significant deployments between a service provider's access network and a backbone network to provide service to residential and/or enterprise customers.
Skype for Business
Session Initiation Protocol. Peer-to-peer protocol standard developed by the Internet Engineering Task Force (IETF), used for initiating—and also managing and terminating—voice call sessions over the Internet
|SIP-Trunk||SIP trunking enables the end point’s PBX (Private Branch Exchange phone system) to send and receive calls via the Internet. As SIP is applied for the signalling protocol for multiple real-time application, SIP trunk is able to control voice, video and messaging applications. It is also a voice over Internet Protocol (VoIP) technology and streaming media service based on the Session Initiation Protocol (SIP) by which Internet telephony service providers (ITSPs) deliver telephone services and unified communications to customers equipped with SIP-based IP PBX and unified communications facilities. Most unified communications applications provide voice, video, and other streaming media applications such as desktop sharing, web conferencing, and shared whiteboard.|
|Stratus||Descriptive term for all Luware cloud-based communication products.|
Task Completion Code which describe the reason why the customer called.
Team Manager. An universal routing solution, basically an optimized version of the Skype for Business response groups.