- M -
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- N -
- NAA See Next Available Agent.
- Network trunk group
- A group of trunks to which a routing client can direct calls. A peripheral may divide
its trunks into trunk groups differently than the routing client does. Simple trunk groups
describe the peripheral’s view of the trunks; network trunk groups describe the
routing client’s view of the trunks.
- Next Available Agent (NAA)
- A strategy for selecting an agent to handle a call. The strategy seeks to maintain an
equal load across skill groups or services.
- Numbering Plan Area (NPA)
See Area code.
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- O -
- Offered call
- An incoming call or internal call sent to a specific route or service. In real-time
data, a call is counted as offered as soon as it is sent to the route or service.
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- P -
- PBX See Private Branch Exchange.
- PCM
- Pulse Code Modulation. The most common method of encoding an analog voice signal into a
digital bit stream.
- Prefix
- The leading digits of a telephone number.
- PRI See Primary Rate Interface below.
- Primary Rate Interface (PRI)
- One of two levels of ISDN service. In North America, the PRI typically provides 23
bearer channels for voice and data and one channel for signaling information (commonly
expressed as 23B+D). In Europe and most countries other than North America, PRI typically provides 30 bearer lines (30B+D).
- Private Branch Exchange (PBX)
- A device located at a customer's site that switches incoming calls to extensions within
that site. A PBX can be used to implement direct inward dialing.
- Private network
- A network made up of circuits for the exclusive use of one customer. Private networks
can be nationwide in scope. They typically serve large corporations or government
agencies.
- PSN See Public Switched Network below.
- Public Switched Network (PSN)
- The public telephone network. The PSN provides the capability of interconnecting any
home or office in the country with any other.
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- Q -
- Query
- The act of requesting information from a database, or the statement used to request that
information. See also Structured Query Language (SQL).
- Queue time
- The time a call spends queued at a peripheral waiting for an agent to become available.
Queue time occurs after delay time and before ring time.
- Queued call
- A call that has arrived at a peripheral, but that is being held until an agent or other
resource becomes available to handle the call.
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- R -
- Region
- A collection of prefixes for incoming telephone calls.
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- S -
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- T -
- TCP/IP See Transmission Control
Protocol/Internet Protocol.
- Tie line
- A private trunk line that connects two PBXs across a wide area.
- Transmission Control Protocol (TCP)
- A connection-based Internet protocol that is responsible for packaging data into packets
for transmission over the network by the IP protocol. TCP provides a reliable flow control
mechanism for data in a network.
- Transmission Control
Protocol/Internet Protocol (TCP/IP)
- The Internet suite of protocols used to connect a world-wide internetwork of
universities, organizations, and corporations. TCP/IP is based primarily on a connection-oriented transport service, the Transmission
Control Protocol (TCP); and a connectionless-mode network service, the Internet Protocol
(IP). TCP/IP provides standards for how computers and networks with different technologies
communicate with each other.
- Trunk
- A telephone line connected to a call center and used for incoming or outgoing calls.
- Trunk Group
- A collection of trunks associated with a single peripheral and usually used for a common
purpose.
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- U -
- User Datagram Protocol (UDP)
- A communications protocol that provides a connectionless datagram service.
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- V -
- Voice Response Unit (VRU)
- A telecommunications computer, also called an Interactive Voice Response unit (IVR),
that responds to caller entered touch-tone digits. The VRU responds to caller entered
digits in much the same way that a conventional computer responds to keystrokes or a click
of the mouse. The VRU uses a digitized voice to read menu selections to the caller. The
caller then enters the touch-tone digits that correspond to the desired menu selection.
The caller entered digits can invoke options as varied as looking up account balances,
moving the call within or to another ACD, or playing a pre-recorded announcement for the
caller.
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- W -
- WAN See Wide Area Network.
- WATS See Wide Area Telecommunications Service.
- Wide Area Network (WAN)
- The connection of several computers across a wide area, normally using telephone lines, leased-lines, public communication facilities or private facilities.
- Wide Area Telecommunications Service (WATS)
- A special service provided by an interexchange carrier that allows a customer to use a
specific trunk to make calls to specific geographic zones or to receive calls at a
specified number at a discounted price.
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- X -
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- Y -
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- Z -
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Glossary A - L
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