inContact WFO Administration > Configuration and Settings > Terminology Settings Reference

Page Details: Terminology Settings

OverviewClosed

The inContact WFO Web Portal can be customized with terminology used in your operating environment.

This topic explains the fields that can be customized on the Terminology Settings page.

For more information, see Configuration & Settings Overview.

Switch Type
Provides a drop-down list of common ACD/PBX hardware manufacturers: eOn, Alcatel, Aspect, Avaya, and Custom. You can make a selection from this list and inContact Workforce Optimization will auto-populate the terminology names with terms common to that ACD/PBX. You can overwrite these defaults as needed.
Agent
Refers to the employees who staff your contact center (for example, Agent, CSR, TSR, Associate, and so forth).
Group
Refers to the Skill setting in inContact Central.
ACD Gate
inContact WFO allows you to map this field to a custom filter you create in inContact Studio. If you use this functionality, you can change this setting to match the custom filter name.
Called Number (DNIS)
For inbound calls, refers to the number the caller dialed to reach you. For outbound calls, it refers to the number your agent dialed.
CallerID (ANI)
Applies to inbound calls only and refers to the number of the calling party as provided from the telecommunications carrier.
Device/Port ID
Refers to the inContact voice port.
Agent Number (Device Alias)
Refers to the inContact Agent ID.
Group Name
Refers to the inContact Group. For details, see inContact Groups Overview.
User 1
Refers to the first inContact WFM v2 custom data field, which can be mapped to an IVR script variable in your inContact ACD/PBX. If you use this functionality, you can change this setting to match the value of the _user1 variable.
User 2
Refers to the second inContact WFM v2 custom data field, which can be mapped to an IVR script variable in your inContact ACD/PBX. If you use this functionality, you can change this setting to match the value of the _user2 variable.
User 3
Refers to the third inContact WFM v2 custom data field, which can be mapped to an IVR script variable in your inContact ACD/PBX. If you use this functionality, you can change this setting to match the value of the _user3 variable.
User 4
Refers to the fourth inContact WFM v2 custom data field, which can be mapped to an IVR script variable in your inContact ACD/PBX. If you use this functionality, you can change this setting to match the value of the _user4 variable.
User 5
Refers to the fifth inContact WFM v2 custom data field, which can be mapped to an IVR script variable in your inContact ACD/PBX. If you use this functionality, you can change this setting to match the value of the _user5 variable.
User 6
Refers to the sixth inContact WFM v2 custom data field, which can be mapped to an IVR script variable in your inContact ACD/PBX. If you use this functionality, you can change this setting to match the value of the _user6 variable.
User 7
Refers to the seventh inContact WFM v2 custom data field, which can be mapped to an IVR script variable in your inContact ACD/PBX. If you use this functionality, you can change this setting to match the value of the _user7 variable.
User 8
Refers to the eighth inContact WFM v2 custom data field, which can be mapped to an IVR script variable in your inContact ACD/PBX. If you use this functionality, you can change this setting to match the value of the _user8 variable.
User 9
Refers to the ninth inContact WFM v2 custom data field. This field can be edited within the inContact WFO Web Portal, and labeled to reflect the field's content. The field can accept up to 50 alphanumeric characters.
User 10
Refers to the tenth inContact WFM v2 custom data field. This field can be edited within the inContact WFO Web Portal, and labeled to reflect the field's content. The field can accept up to 50 alphanumeric characters.
User 11
Refers to the eleventh inContact WFO custom data field, which is reserved for inContact data. To use inContact-specific terminology, change this setting to Business Unit.
User 12
Refers to the twelfth inContact WFO custom data field, which is reserved for inContact data. To use inContact-specific terminology, change this setting to Media Server.
User 13
Refers to the thirteenth inContact WFO custom data field, which is reserved for inContact data. To use inContact-specific terminology, change this setting to Agent Leg Contact ID.
User 14
Refers to the fourteenth inContact WFO custom data field, which is reserved for inContact data. To use inContact-specific terminology, change this setting to Recorder Contact ID.
User 15
Refers to the fifteenth inContact WFO custom data field, which is reserved for inContact data. To use inContact-specific terminology, change this setting to Skill ID.

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