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GLOSS-27
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
Watchdog Mode The Dialogic safety mode that monitors the system for a power
failure or Strata CS Server computer failure. When either is detected, the first four trunks
on the system are routed directly to the first four Strata CS stations.
WAV File One of two major voice file formats used in telephony. WAV files are used
primarily for multimedia devices. Because their frequency range is between 8 and 44 KHz,
they require considerably more disk space than VOX files.
See also: VOX file (p. G-26)
Welcome prompt Call center recording that callers hear once when they first reach
the queue, for example, “Welcome to the Technical Support Department. Please hold and
an agent will be with you shortly.”
See Also: call center (p. G-4), queue (p. G-21)
Where I Am A user’s current telephone location, usually the station at the user’s desk
or a number to which calls have been forwarded.
See Also: call forwarding (p. G-5), active settings (p. G-2)
Wink Brief period of going off-hook and then back on-hook (the opposite of a flash). A
wink can be sent to the CO to request special services or signal readiness to receive DID
digits, ANI digits, or an incoming call. Also indicates that a person is about to dial a
number.
See also: automatic number identification (ANI) (p. G-3), central office (CO) (p. G-6),
direct inward dial (DID) (p. G-11), flash (p. G-13), off-hook (p. G-18), on-hook (p. G-18)
Workgroup A user-defined collection of users, contacts, or both. Users can share a
voice mailbox with groups, broadcast voice mail to workgroups, or create a call rule to
handle calls from anyone in a workgroup.
Wrap-up time In a call center or ACD workgroup, the time an agent has after
finishing a call to process any work relating to that call, before another call arrives.
See Also: call center (p. G-4), ACD workgroup (p. G-1)