- A -
- Abandoned call
- A call in which the caller hangs up before the call is answered. Calls in which the
caller hangs up almost immediately do not have to be counted as abandoned. When
configuring each peripheral, you can specify the minimum length of an abandoned call.
- ACD See Automatic Call Distributor
- Agent
- A person who can answer incoming phone calls. Each agent is associated with a peripheral
and can be a member of one or more skill groups. (Some peripheral types limit each agent
to one skill group.)
- Agent distribution
- The flow of agent data from a specific peripheral to a specific Distributor. You can
separately enable and disable each agent distribution.
- Agent out call
- An outbound call made by an agent.
- All Trunks Busy (ATB)
- The state of a trunk group when all trunks are in use. The trunk group cannot accept any
new inbound or outbound calls in this state. The ICR tracks the amount of time during
which all trunks in a trunk group are busy. You can view this information in real-time or
historical reports.
- Announcement
- A recorded verbal message played to a caller.
- Answer wait time
- The elapsed time from when a call is offered at the peripheral to when it is answered.
Answer wait time is the sum of delay time, queue time, and ring time.
- Answered call
- A call is counted as answered when it reaches an agent or IVR.
- Area code
- A three-digit prefix used to indicate the destination area for long distance calls. Also
known as Numbering Plan Area (NPA). You can use the area code to classify calls into call
types. You can also define geographical regions that are collections of area codes.
- ATB See All Trunks Busy.
- Automatic Call Distributor (ACD)
- A programmable device at a call center that routes incoming calls to targets within that
call center. After the Intelligent Call Router determines the target for a call, the
call is sent to the ACD associated with that target. The ACD must then complete the
routing as determined by the ICR.
- Automatic Number Identification (ANI)
- A feature that provides the billing phone number of the phone from which a call
originated or the phone number itself. See also Calling Line ID (CLID).
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- B -
- Basic Rate Interface (BRI)
- One of two levels of ISDN service. The BRI provides two bearer channels for voice and
data and one channel for signaling (commonly expressed as 2B+D). See also Primary Rate Interface (PRI).
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- C -
- Call center
- A single site at which incoming phone calls are received and answered. Typically, each
call center can provide several services and is staffed by agents from one or more skill
groups.
- Call control variables
- A set of variables used by a peripheral to hold information related to a call.
- Call details
- Data saved by a PBX about every call it routes and calls that terminate at each
peripheral.
- Call type
- A category of incoming calls.
- Caller-Entered Digits(CED)
- Digits entered by a caller on a touch-tone phone in response to prompts. Either a
peripheral (i.e. PBX) or the carrier network can prompt for CEDs.
- Calling Line ID (CLID)
- Information about the billing telephone number from which a call originated. The CLID
value might be the entire phone number, the area code, or the area code plus local
exchange.
- Calls abandoned
- The number of calls abandoned during an interval. See also Abandoned calls.
- Calls answered
- The number of answered calls during an interval. See Answered call.
- Calls handled
- The number of handled calls during an interval. See Handled call.
- Calls in progress
- The total number of calls to a route or service that are on-line, in queue, or being
handled at the peripheral now.
- Calls in queue
- The number of calls to the service or route that are in queue at a peripheral.
- Calls in queue now time
- The total time spent in queue for all calls currently in queue for a service or route.
- Calls incoming
- The number of incoming calls during an interval. See Incoming call.
- Calls offered
- The number of offered calls during an interval. See Offered call.
- Calls routed
- The total number of calls routed to a service or route during an interval.
- Carrier
- A company that provides telecommunications circuits. Carriers include the local
telephone company and companies like AT&T, MCI, and Sprint.
- CCSS7
- Common Channel Signaling System 7. The protocol used by the AT&T signaling network.
- CED See Caller-Entered Digits.
- Central Office (CO)
- The switching office of the local telephone company.
- CLID See Calling Line ID.
- Connection
- The link between two nodes in a script or between a node and a routing target set.
Connections show the flow of control between objects in the script. Within the Script
Editor, a connection is represented as a line segment.
- CRP See Customer Routing Point
- Customer Routing Point (CRP)
- AT&T's terminology for third-party processors that accept routing requests from the
CCSS7 network.
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- D -
- Dialed Number (DN)
- The number that a caller dialed to initiate a call; for example, 800-555-1212.
- DID
- Direct Inward Dialing/Dialed Number Identification Service (DID/DNIS)
- When a call arrives at an ACD or PBX, the carrier sends a digital code on the trunk
line. The switch can read this code to determine how it should dispatch the call.
Typically, this value is the specific number dialed by the user. By mapping each possible
code with an internal extension, the switch can provide direct inward dialing (DID).
- DN See Dialed Number.
- DNIS See Dialed Number Identification
Service.
- Duplexed
- An arrangement in which two duplicate physical devices act as a single logical device.
If one of the physical devices fails, the system continues to run normally by using the
remaining physical device. See also Simplexed.
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- E -
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- F -
- Foreign eXchange (FX)
- A trunk type that connects a call center with a central office in a remote exchange.
This allows callers in that remote exchange to directly access the call center without
using an interexchange carrier.
- Foreign eXchange Office (FXO)
- Foreign eXchange Station (FXS)
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- G -
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- H -
- H.323
- The H.323 spec defines packet standards which provide a foundation for audio, video and
data communications across IP-based networks, including the Internet. Gateway systems that
convert data voice to PCM voice are often termed
"H.323 gateways".
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- I -
- Incoming call
- A call offered to a route or service from an external carrier.
- Integrated Services Digital Network (ISDN)
- An international standard for telephone transmission. ISDN provides an end-to-end
digital network and provides a standard for out-of-band signaling. It also provides
greater bandwidth than older telephone services. The two standard levels of ISDN are the
Basic Rate Interface (BRI) and the Primary Rate Interface (PRI).
- Interactive Voice Response Unit (IVR)
- A telecommunications computer, also called an Voice Response Unit (VRU), that responds
to caller entered touch-tone digits.
- Interexchange Carrier (IXC)
- A long-distance telephone company such as AT&T, MCI, or Sprint.
- Internet Protocol (IP)
- The connectionless-mode network service protocol of TCP/IP.
See also Transmission Control Protocol (TCP).
- ISDN See Integrated Services Digital Network.
- IXC See Interexchange Carrier.
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- J -
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- K -
- Key
- An entry in a database index. Each key in the index corresponds to a table row and is
composed of specific column values from that row.
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- L -
- LAN See Local Area Network.
- LEC See Local Exchange Carrier.
- Local Area Network (LAN)
- The connection of several computers within a building, usually using dedicated lines.
- Local Central Office
- The switching office of the local telephone company. The local central office receives
calls from within the local area and either routes them locally or passes them to an
interexchange carrier (IXC). On the receiving end, the local central office receives calls
that originated in other areas from the IXC. A Local CO trunk type connects a call center
directly with the local phone company's central office.
- Local Exchange Carrier (LEC)
- The local phone company that is responsible for delivering calls within a local area.
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