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ACDN ACRONYMS

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drcook

drcook

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I am looking for the meaning of the acronyms in the buildout of a ACDN. Any ideas of were to look?
 
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NTP Administration LD 23 or The ACD Guide, is there something you are specifically interest in?

Mato' Was'aka
 
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yes, i have obtn set to no in one of my acdn's. what is rao? and what does it do? i can still hear the beep when monitoring agents on calls.
 
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but can the agent hear it? It is to not warn the agent, but the observer might still hear it(?) RAO looks like to me, that it is inclusive of monitoring the agents DN key instead of the In-calls key wether logged in, logged out, or never, in case the agent's personal or business calls should not be monitored.

Mato' Was'aka
 
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