Glossary
This glossary covers the key terms used in Proactive Engagement Platform and related Nuance products.
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An application that is informational and does not elicit a response or reply. Control commands like STOP or HELP are still acknowledged and processed.
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An application that elicits a reply or request for information such as: Text ‘Yes’ to '12345 PALDN' and then processes the response.
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An employee at a call center, who interacts directly with consumers.
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An extension application that can be purchased separately. It is a call transfer application that first calls an agent at the call center and then transfers the agent to a consumer. The result code reflects either our call to the agent or the agent's transfer to the consumer.
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A vendor who receives our alerts and passes each one to the appropriate carrier. An intermediate service provider that distributes messages to a mobile operator for a specific mobile number (known as MO, Mobile Originate).
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An attempt to deliver a particular notification to a consumer; one input record can be associated with multiple attempts; alert contents are a combination of attributes and prompts.
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An SLA governing one or more alert types.
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In an alert retrieval application the consumer 'retrieves' the alert using a phone number that was left in a message on an answering machine or with a third-party contact. The consumer calls the phone number that was given or on the caller ID in order to further interact with the message.
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An application using various medias through which an alert is being dispatched: voice, e-mail, text message, or others. An application that dispatches one alert message from one client or subdivision of a client; an alert type may use more than one media type but it uses only one template.
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Automatic number identification (ANI) is a system for identifying the origination number of a telephone call. ANI is a separate system from Caller ID and will function even if Caller ID blocking is enabled.
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An asset is a client-specific front end for a service-controlled entity on a runtime or configuration site. Some assets backed by services and others are just configuration data. Examples of assets are listeners, senders, and web proxies.
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Asset refs are the mechanism that the platform uses to track usage of assets.
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This type of pacing adjusts the actual dispatch rate so that the alert volumes are spread more evenly over all of the available calling windows. It sets the rate high enough to dispatch all of the remaining alerts in the remaining time within the current window. It also applies to a particular media type, such as VOICE. This type of contact pacing does not use a throttle.
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Increasing or decreasing the actual dispatch rate in order to spread the volume of alerts more evenly across a calling window.
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A reusable set of required settings for sending out a message, including the realtime throttle to use, the dispatch rate, dispatch strategy, and consumer and call center hour codes.
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A control used to manage settings that are commonly used together in campaigns. It specifies throttles, dispatch rates, dispatch strategies, segments, calendars, filter groups, and hour codes.
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A strategic marker programmed into the template that tracks the path taken by a user.
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Our Click Track feature plays an unobtrusive sound during the configured Answering Machine Silence time, to prevent the answering machine from hanging up after its message completes but before our message begins.
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The top-level namespace in Composer, where you create and configure projects and controls. Typically, a client represents a Nuance customer or a division of a Nuance customer.
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A feature or behavior of a project implemented via a configuration procedure. Some configuration points are self-service (clients can implement these) and some require engagement with Nuance professional services.
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The rate at which the platform places outbound calls to consumers.
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The hourly dispatch rate calculated from the contract between us and the client.
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Controls are containers for a group of related, reusable settings that govern service-level operations. Controls include Campaigns, Calendars, and Holidays.
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A schema used in a project.
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An interact that has no constrained values. Typically used to capture values entered by the consumer, such as a dollar amount paid or a survey response given.
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Dual Tone Multi Frequency, also called touch tones.
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A system-level user record that Nuance can use with the correct permissions for the web services used by an Appointment Reminder project.
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A container type used by a project type. It defines a group Id, artifact Id, and version. The term "framework" may also be used to refer to any configuration of project types and modules authored by Nuance to develop complete client projects.
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A functionality set that contains default settings for messaging flows and integrations. Typically, you would use a gizmo as a starting point for your project. Composer 5 currently offers five gizmos, including "Reference" and "Generic Inform Remind", which provide detailed default messaging flows. A project type or message flow can be shared among multiple gizmos by using the Proxy module.
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A control for management of days and hours during which consumers and call centers can be contacted.
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A gizmo that has no modular flow.
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Variable that is set at a certain point of the message flow. It captures consumer interaction during the flow. It differs from a checkpoint in that it tracks a specific action taken by consumers as opposed to simply recording the path taken. Interacts are specified in the Solution's Data Map and programmed into strategic points in the Template. Interacts mark the user's path or exit point and track specific business outcomes in a message.
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A type of contact pacing that dispatches records at a fixed rate during the calling window. This type of contact pacing does not use a throttle. Level Contact Pacing applies to a particular media type, such as VOICE.
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Setting the actual dispatch rate to a static value that will always apply (unless real-time throttling reduces the rate)
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Message Data Diagram.
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Message on Demand is a dynamic self-service application that provides cost-effective, local control over sending multi-channel Messages to your customers. It also allows you to quickly create and modify Campaign Messages, then immediately send them to your customers from an easy self-service user interface.
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North American Numbering Plan is a telephone numbering plan for twenty-five regions in twenty countries, primarily in North America and the Caribbean.
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A contact pacing setting that dispatches records as fast as system resources allow. This type of contact pacing does not use a throttle. In a given dispatch window, this typically means a spike of dispatches at the beginning of the window and then many fewer dispatches, if any, during the rest of the window. No contact pacing applies to a particular media type, such as voice
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Report comparing similar applications among clients, including RPC and interaction data.
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Nuance's web-based application to build and store delivery procedures and templates, enabling users to create and manage notification applications.
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A configured project is an instance of a project type. A project also serves as the top-level storage point for project versions, which in turn store a Client's unique messaging customization.
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Runs the code for a project, whether that code is configured in Composer 5, custom coded, or a combination of both. The project container implements the core Scala SDK API, using RESTful API platform services. It is also contains all data values obtained from the client's input file.
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An application template. It can be designed for a general use case, such as "inform-remind" or "collections", or for a specific client use case.
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A reference to a JAR file built using a project type and hosted in a Nexus repository. Each project type version specifies a container type, group ID, artifact ID and version number.
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Defines settings used to instantiate the container and specifies the project type version (JAR file) that contains the actual code for the project.
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A type of throttling that adjusts the dispatch rate in response to hold times at the call center.
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A realm manages a set of users, credentials, roles, and groups. A user belongs to and logs into a realm. Realms are isolated from one another and can only manage and authenticate the users that they control.
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A type of contact pacing that adjusts our dispatch rate in order to adjust the number of transfers we make to your call center while running a Campaign. This type of contact pacing is a throttle. All throttle settings are associated with at least a default Campaign. Configurable parameters specify the values of the metric: highest acceptable rate, optimal rate, lowest acceptable rate.
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A control used to manage alert types.
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The production environment in PEP is divided into two sites: a "config" site used for code testing and a "runtime" site used for production code. This arrangement lets PS developers safely test projects before they go live.
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An interact that has a finite set of values that are defined in the data map. Typically used to capture the fact that some event happened, such as the consumer choosing to transfer to make a payment, speak to an agent or promise to pay. Examples of summary interacts are P3EXEC and Agent Connect.
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An interact defined at the platform level and used in the Data Map. Examples of system summary interacts are Right-Party Contact (RPC) indicating Yes, No, Incorrect Household, Message Taken, No Message Taken, and Undetermined OR Answering Machine Message Left (AMML) as Yes or No.
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Defines a day and time window during which a different throttle strategy is in effect.
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The Varolii ID Rules outline a specific course of action based on the history of results for an individual consumer record. It is the combination of a specific Outcome of an interaction PLUS a specific Decision to alter a configuration's course of action. The same Outcome can have multiple decisions.
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The delivery service responsible for accepting voice delivery requests and sending them to Nuance Voice Platform (NVP). Formerly known as Voice Call Delivery (VCD) and Voice Delivery Service (VDS).
