Appendix B: Glossary of Terms

Agent – The individual workstation at a call center or any customer service point or the person who uses such a workstation.

Application – A computer program that performs a specific task or set of tasks. For example: Microsoft Word is a word processing application.

.asmx – File extension for an ASP.NET Web services file.

Automation  Instances of workflows in CCF are called automations. Automations allow CCF to use hosted applications and WF functions to manage the workflow associated with those applications.

Automation Activity – Activities are single steps in an automation. They are usually single commands such as doAction or getControlValue.

Authorization Manager (AzMan) – An MMC snap-in that lets network administrators define roles, assign users and groups to application roles, and create application groups based on an agent’s job role or an organization's structure. Sometimes called the AzMan store or the store.

Channel – Logical entities that store and manage access information associated with postings. For example e-mail might have its own channel.

Container – An interface that provides data management, runtime services, and so on to components such as the Multichannel Engine. Containers also provide a rendering space and a set of physical providers for each target technology.

Contract – The negotiated pattern of messages that are exchanged between a client and a server. Also called a data contract.

Data-driven adapters (DDAs) Adapters that allow hosted applications to work within CCF. They act as interfaces between hosted applications, CCF, and WF.

Delivery channel - A specific channel for content delivery, bounded to a particular technology such as Teller smart client, Internet banking application, ATM, and so on.

Hosted application – An application that resides in or is connected to the CCF system. An agent may or may not have access to hosted applications, depending on his or her role or privileges.

Initialization string – An XML statement that gets loaded into the client machine. It is associated with a hosted application and called when the user starts the application.

Integrated Desktop – The UI that an agent sees on a workstation. In CCF, it is configurable to the particular service environment.

Listener – A design pattern for sending events between objects. The pattern defines the communication flow between event producers and event consumers (or listeners).

Logical view – The representation of a piece of presentation logic that is handled atomically by the navigational workflow.

Logical workunit - The parts of a workunit that can be shared between different channels. It is composed by a navigational workflow and a set of logical views. Logical Workunits can be nested and are able to communicate with their hierarchies.

Model-View-Controller (MVC) – A design pattern that uses an intermediary to separate the user interface logic from the business logic.

Multichannel Engine (MCE) – The set of components needed to execute a logical workunit in a container and bind it to its physical views.

Navigational workflow - A WF workflow that controls the navigation between the logical views, the validation of data, and the interaction with external services. It contains the workunit-relevant data and state and is capable of persistence and rehydration between channels. Navigational workflows can be specialized to provide technology and form factor–specific navigational logic. In a specialized workflow, a child workflow is invoked by the navigational workflow to handle the implementation of multiple physical views of a logical view.

Non-hosted application – An application that may reside on the same system as CCF but is not dependent upon workflow or agent privileges. It is not hosted by CCF and it operates independently.

Physical provider - A component able to exercise data binding and event routing between a target technology and a logical workunit. It must be extensible to support various types of controls.

Physical view - A UI control layout for a technology (such as Windows Forms, ASP.NET, and WPF) that is attached to a logical workunit to render one of its logical views.

Portal – A Web site that serves as a gateway to information on a network. In the context of CCF, portals are collections of links, content, and services an agent would use to provide customer service.

Provider – A design pattern that uses a software module (a provider) to create a uniform interface between a service and a data source. Providers deliver a layer of abstraction between logical entities.

Pull model – In a pull model, data is passed from a server or a network to a client only when the client requests the data packets. The server will send additional packets only when the client calls for them.

Push model – In a push model, the server passes data to a client regardless of requests. The packets may be sent to the client all at once and the client must assemble them.

Single Call - Single Call objects service one and only one request coming in.

Singleton – A design pattern that ensures that a class has only one instance, and provides a global point of access to that class. Singleton objects service multiple clients, and share data by storing state information between client invocations.

Snap-in – A specific application or set of applications designed to work existing software on a machine and add functionality.

Software factory - A set of tools and development environment extensions that aid and expedite the development of logical workunits and physical views

Workflow – A set of tasks. Workflows can be forced (steps must be performed in a prescribed sequence) or non-forced (steps can be performed in any order).

Workflow engine - The mechanism that manages the series of steps of a workflow. It provides the UI and the functions that can be used in a workflow, such as start, finish, next, previous, and cancel.

Workunit - A UI unit that will be used in a composite UI shell and contains the logic, views, and data upon which the UI relies.