The Call Center Dictionary

Numbers; 0345 Numbers; 0800 Numbers; 0891 and 0898 Numbers; 1+; 1A2; 1.544 MBPS; 2600 Tone; 30-Day Syndrome; 500 Set; 56 KBPS; 5ESS; 64 KBPS; 700 Service; 800 Portability; 800 Service; 877; 888 Service; 900 Megahertz; 900 Service; 9001; 958; 976; A; AA; AABS; Abandoned Call; Abandoned Call Cost; Above Hold Time; AC Power; AC to DC Converter; AC-DC Ringing; Access Method; Account Code (Voluntary or Enforced); ACD; ACD Application Bridge; ACD Application-Based Call Routing; ACD Call Back Messaging; ACD Caller Directed Call Routing; ACD Conditional Routing; ACD Data Directed Call Routing; ACD-DN; ACD Intelligent Call Processing; ACIS; ACM; Acoustic Coupler; ACS; Activity Codes; ADA; ADAD; Adaptive Learning; Adaptive Pulse Code Modulation; ADH; Adherence; Adherence Monitoring; Adjunct Processor; ADPCM; ADRMP; ADSI; ADSL; Advisory Tones; AEMIS; After-Call Work; After-Call Wrap-Up; AGC; Agent; Agent Callback Button; Agent ID; Agent Logon/Logoff; Agent Performance Report; Agent Sign On/Sign Off; Aggregator; AHT; AHT Distribution; AI; AIN; Alarm; All Trunks Busy; Alphanumeric; Alphanumeric Display; Alternate Routing; American Telemarketing Association; American Teleservices Association; American Telephone and Telegraph; AMIS; ANI; Announcement Systems; Announcers; ANSI; Answering Machine Detection; Anticipatory Dialing; AOT; APCM; APM; APP Gen; Application Bridge; Application Generator; Area Code Expansion; Area Code Restriction; Artificial Intelligence; Arts; ARU; AS/400; ASA; ASCAP; ASCII; Aspect Communications; ASR; Assignment; Asterisk Law; At Home Agent; ATA; AT&T; ATB; ATHT; ATIS; ATM; ATT; Attempt; Attendant; Attendant Busy Lamp Field; Attendant Console; Audio Messaging Interchange Specification; Audio Response Unit; Audiotext; Auditory Pattern Recognition; Auto Attendant; Autodialing; Auto Dialer; Auto Fax Tone; Automated Alternate Billing Systems; Automated Attendant; Automated Voice Response System; Automatic Call Distributor; Automatic Call Manager; Automatic Customer/Caller Identification System; Automatic Calling Unit; Automatic Call Sequencer; Automatic Dialer or Autodialer; Automatic Dialing Recorded Message Player; Automatic Gain Control; Automatic Number Identification; Available; Availability; Average Call Duration; Average Customer Arrival Rate; Average Delay; Average Delay to Abandon; Average Delay to Handle; Average Handling (or Handle) Time; Average Holding Time; Average Out Time; Average Positions Manned; Average Positions Required; Average Speed of Answer; Average Talk Time; Average Trunk Hold Time; Average Wait Time; Average Work Time; AWT; B; B Channel; Back Haul; Backplane; Backward Signal; Band; Barge-In; Base Amount; Base Load; Base Schedules; Base Staff; Basic Rate Interface BRI.; Battery; Battery Backup; Beep Tone; Bell Operating Company; Bellcore; Below Hold Time; Benchmarking; Bespoke; BHCA; BHCC; Big Bang; Billing Increment; Binaural; Blend; Blended Agent; Blended Call Center; Blocked Calls; Blocked Calls Delayed; Blocked Calls Held; Blocked Calls Released; Blocking; BOC; Boom; Branching Scripts; Break Optimization; Break Parameters; BRI; Bucket Shop; Burn Out; Burn 'Em and Churn 'Em; Business Process Analysis; Business-to-Business; Business File; Busy; Busy Back; Busy Hour; Busy Hour Call Attempts; Busy Hour Call Completions; Busy Hour Calls; Busy Hour Usage Profile; Busy Out; Busy Season; Butt Set; Bypass; C; Cable Type; Calendar Routing; Calibrate; Calibration; Call; Call Abandons also called Abandoned Calls.; Call Accounting System; Call Attempt; Call Blending; Call-By-Call Routing; Call Center; Call Centre; Call Completion Rate; Call Control; Call Control Procedure; Call Control Signal; Call Data; Call Detail Recording (CDR); Call Flow; Call-Me Buttons; Call Mix; Call Priority; Call Processing; Call Processing Units; Call Progress; Call Progress Analysis; Call Progress Tone; Call Record; Call Reporting; Call Routing; Call Second; Call Sequencer; Call Setup Time; Call Shedding; Call Table; Call Type; Call Vector; Call Volume; Callcenter; Called Party Paid Service; Caller ID; Caller Independent Voice Recognition; Called Line Identification Signal; Calling Line ID; Calling Number Display; Calling Party's Number; Callpath; Callpower; Campaign; Campaign Flow; Capacity; Carbon-Compatible; Card (Station, Trunk); Carrier; Carrier Bypass; Case-Based Reasoning; CATI; CCITT; CCMS; CCS; CCS/SS7; CDR; CDR Exclude Table; Central Office; Centrex; Centrex Call Management; Centum Call Second; CGI; Charges Against Refunds; Chase; Class; Clean; Click-to-Call; CLID; Client; Client Application; Client/Server; Closed Architecture; Cloud Level; Cluster; CMS; CMT; CNG; CO; CO ACD; Coaxial; Cold Call; COM (Component Object Model); Common Carrier; Common Carrier Bureau; Communications Server; Communicator; Compiled List; Compression (Voice/Speech); Computer; Computer-Aided Dialing; Computer-Based Lookup; Computer Telephony; Concatenated Speech; Conditional Routing; Conflict Management Training; Console; Consultive Selling; Contact Gateway; Contact History; Contact Management; Content Processing; Continuous Speech; Contour Headset; Conversation Time; Correlation; Cost-Per-Call Analysis; Cost Per Inquiry; Cost Per Order; Cost Per Thousand; Couponing; CPE; CPI; CPM; CPN; CPO; Creaming; CRM; Crosstalk; CSC; CSR; CTI; Cursor Dialing; Customer Care; Customer Care Center; Customer Information Systems; Customer Premises Equipment (CPE); Customer Relationship Management; CRM; Customer Sensitivity Knowledge Base; Cutover; CVP; D; D Channel; Data Dip; Data Mining; Data Reservoir; Data Warehousing; Database Integration; Database Lookup; Database Management System; Database Marketing; Database Service Management INC; Day-of-Week Factors; DBMS; DCOM (Distributed Component Object Model); DCS; DDD; Dealer Locator; Decision Tree; Decoy; Dedicated; Dedicated Access; De-Dupe; Delay Announcement; Delayed Call Statistics; Deluxe Queuing; Demand Dialing; Demographic Overlay; Dialback Security; Dialed Number Identification Service; Dialog Box; DID; Digital Announcer; Digital Couponing; Digital Crossconnect System; Digital Recording; Direct Distance Dialing; Direct Inward Dialing; Direct Inward Station Access; Direct Marketing; Direct Response; Direct-Mail Sold; Directory Assistance; Directtalk; DISA; Disconnect Rate; Discrete Speech; Discretionary Preview Dialing; Distributed Call Center; Distribution Group; Distribution List; DM; DMA; DN Directory Number; DNIS; Do Not Call; Do Not Call List; Document on Demand; Donor/Contributor List; Doubling Day; Download; DSMI; DTMF; Dual Headset; Dual-Tone Multi-frequency; DUMB Switch; DUMB Terminal; DUPE; Dynamic Answer; Dynamic Inbound/Outbound; Dynamic Load Balancing; Dynamic Overload Control; E; E-Mail; E-commerce; E-CRM; E-Tailing; Ear Loop; Ear Ring; Ear Tip; ECH; Echo Suppressor; ECP; EDA; Eight Hundred Service; Electromagnetic Radiation; Electronic Call Distribution; Electronic Commerce; Electronic-Compatible; Electronic Homestead; ELF; EMR; End-of-Shift Routing; Endless Loop; Enhanced DNIS; E911; Ergonomics; ERLANG; Erlang Formula; Error-Correcting Protocol; Ethernet; Event Code; Exchange; Expert System; Extended Call Management; Extremely Low Frequency Magnetic Radiation; F; Facsimile Machine; False Ringing; Fault Tolerant; Fax Board; Fax Card; Fax Gateway; Fax Machine; Fax Mailbox; Fax on Demand; Fax-Over-IP; Fax Server; Fax Store and Forward; FCC; Feature Buttons; Federal Communications Commission; Filter; First-Time Buyer; Flash Hook; Flexagents; Focus Group; Follow the Sun Dialing; Force Feed; Forced Available; Forced Preview Dialing; Forecasting; Foreign Exchange; Forklift Upgrade; Formal Call Center; Four-Wire Circuits; Free List; Freephone; Frequency; Front-End; FTE; Full Time Equivalent; Functional Split; Functionality; Fuzzy Logic; FX; G; G-Style Handset; GAB Line; Galaxy; Gantt Chart; Gate; Gate Assignments; Gateway; GBH; Geographically-Variable Operating Costs; GOE; GOS; Grade of Service; Greeting Only Mailboxes; Group; Group 1, 2, 3, 3 BIS & 4; Group Access Bridging (GAB); Group Busy Hour; Group Hunting; Group Scheduling Software; GTN; GUI; Guide; H; H.320; H.323; Hacker; Handled Call; Handoff; Handshaking Tones; Hard Dollar Savings; HCS; Headband-Style Headset; Headset; Headset Jack; Help Desk; Hidden Markov Method; Historical Data; Historical Reports; Hit Rate; Hold; Hold Recall; Holding Tank; Holding Time; Hold Time Before Disconnect; Holiday Factor; Hookswitch; Home Agent; Host; Hot Cut; Hot Site; Hot-Swappable; Hotline; House List; Hundred Call Seconds; Hunt; Hunt Group; Hybrid Telephone System; Hypertext; I; ICP; Idle; In-Band Signalling; Inbound; Inbound Campaign; Inbound Routing; Inbound Wats; Incumbent Carrier; Inference Engine; Information Appliance; Infomercial; Informal Call Center; Information Provider; Inquiry; Instrument; Instrument Sign-On; Integration; Integrated ACD/PBX; Integrated Services Digital Network; Intelligent Overflow; Inter-Application Automation; Interactive Voice Response; Interbreak Interval; Intercept Recording; Intercom; Interexchange Carrier (IXC); Interflow; Interlata Call; Intermittent Problems; Internal Help Desk; Internet Phone; Internet Telephony; Internetwork; Intraday Distribution; Intraflow; Intranet; In-Wats; IP; ISDN; ISG; ISP; IT; ITU-T; IVR; IXC; J; Junk Fax; K; K; K-Style Handset; Key; Key Performance Indicator; Key Service Unit; Key System; Keypad; Kill Message; Killer App; Knowledge Base; Knowledge Worker; KPI; KSU; L; LAI; LAN; Last in First Out; LATA; LCD; LDT; Lead Agent; LEAH; Least-Cost Routing (LCR); LEC; LED; Legacy System; Legal Holiday; Liberation; Life Cycle; LIFO; Light Emitting Diode; Likert Scale; Line; Line-Powered; Linesharing; Liquid Crystal Display; List Appending; List Broker; List Buyer; List Card; List Enhancement; List Look-up; List Manager; List Penetration Rate; List Rental; List Selection; List Sequence; List Sort; List Source; Load Balancing; Local Access TRANSPORTATION Area; Local Area Network; Local Call; Locator; Log-on Identification; Logging Period; Long Distance; Longest Available; Longest Call Waiting; Longest Delay Time; Look Ahead Interflow; Look-up Services; Loopback Test; Loop Start; Lost Call Attempt; Lost Calls Cleared; Lost Calls Held; Low Battery Cutoff; Lucent; M; M; Main Distribution Frame; Mainframe Server; Make-Busy; Manual Gain Control; Manual Lookup; Marginal Name; Mark; Master File; Match Code; Matches; Maximum Queue Length; MDU; Mean Time Between Failure; Mean Time to Abandon; Meaningless Data; Media Blending; Media Consolidation; Megacenter; Memo; Merge; Merge and Purge; Merlang; Message Display Unit MDU.; Message-on-Hold; Methodology; Metrics; Middleware; Migration path; MIS Reports; Modular Jack; Monaural; Monetary Value; Monitor; Monthly Factors; MPEG; MQL; MTA; MTBF; Multilingual Agents; Multimedia; Multiple Outbound Calling Campaigns; Multi-Stage Queuing; Music-on-Hold; Mute; MVIP; N; Name-Removal Service; NANP; NAP; NAPI; Narrowband ISDN; Narrowband Signal; NASC; National Carrier; National Change of Address Service; National Databases; Native Signal Processing; NC; NCA; NCC; NCH; NCOA (National Change of Address) Service; NCR; Net Staffing; Net Staffing Matrix; Network; Network ACD; Network Interqueue; Neural Network; NHLD; Night Service; NNX; NOC; Noise Cancelling; Non-Apparent Sources; Non-Published; Normalize; North American Numbering Plan; Norstar; North American Area Codes; North American Numbering Plan; NPA; NTH Name Selection; Number Administration and Service Center; Nuisance Calls; Number of Call Abandoned; Number of Calls Handled; Number of Calls Held; Number of Out Calls; Number-Finder; Numeric Key Pad; NXX; O; OAI; Object-Oriented Programming; Objections; OCC; Occupancy; OCDD; Octothorpe; ODBC; Off-Hook; Off-Network; Off-Peak; Off-Premise Extension; Off-the-Shelf; Offer Script; Offered Call; Offered-to-Switch; Offering Switch; On-Hook Dialing; On-Line; One Way Trade; Open Application Interface; Open Architecture; Open Collaboration Environment; Open Network Architecture; ONA; Operating Time; Operator; Operator Services; Operator Workstation; Other Common Carrier; Out of Band Signalling; Outbound; Outdialing; Outdial Facility; Outgoing Trunk; Outgoing Wats; Outsourcing; Overflow; Overflow Callers; Overflow Capability; Overflow Group; Overflow Load; Overflow Tie-Line Enhancement; Overflow Traffic; Overlay; Overload Control; Overload Management; Overload Protection; OWS; P; PABX; Pacing Algorithm; Paid Hours; PAPM; Passive Bus ISDN; Passive Program; Pay-Per-Call; PBX; PBX Extension; PBX Fraud; PBX Integration; PBX Profiles; PC-Centric; PCM; Peak Hour; Peak Load; Peak Periods; Peak Position Requirements; Peer-to-Peer Network; Peg Count; Penetration; Percentage ATB; Percentage CA; Percentage HLD; Percentage NCO; Percentage TUT; Peripheral Equipment; Permanent Shift Type; Personal 800 Number; Personal Information Manager PIM.; Personal IVR; Phone Appending; Phone Phreak; Phoneme-Based; Pilot Program; Pilot Survey; PJ-327; Plant Test Numbers; Plenum; Point of Presence (POP); Point of Purchase (POP); Point of Sale (POS); Point of Sale Terminal; Point of Termination (POT); Poisson Distribution; Poisson Process; POP; Port Shelf; POS; Position; Potential Revenue; POTS; Power Conditioning; Power Dialer; Power Pole; Pre-Qualification; Predictive Dialer; Predictive Dialing; Preview Dialing; Primary Agent Group; Primary Average Positions Manned; Primary RATE Interface (PRI); Private Automatic Branch Exchange; Private Branch Exchange PBX.; Probability Code; Problem Resolution Engine; Productivity; Progressive Dialing; Proprietary; Proprietary Telephone Sets; Prosody; Prospect; Protocol; Pseudoternary; Psychographics; Public Switched Telephone Network; Public Utilities Commission; PUC; Pulse Code Modulation; Purge; Q; Qualify; Qualitative Data; Quality of Service; Quantitative Data; Queue; Queue Management; Queue Service Interval; Queued Mode; Queuing; Queuing Theory; Quick Disconnect; R; Raid; Raised Floor; RAN; Rate Chip; RBOC; Re-Engineering; Readerboard; Real-Time Adherence; Real-Time Data; Real-Time Status Display; Rebiller; Recency; Record; Record Locking; Record on Demand; Recorder; Recorder Warning Tone; Recycle; Redundancy; Refresh Rate; Regional Bell Holding Company; Regional Bell Operating COMPANY; Regression Analysis; Relationship Routing; Release; Remote Access; Remote Agent; Remote Maintenance System; Request for Information; Request for Quotation; Reseller; Response 1.; Response Analysis; Resporg; Rest Time; Restriction; Retrial; Reverse Matching; RFI; RFP; RFQ; Riser; RJ-11; RNA; Robbed Bit Signaling; Rotary Dial; Round Robin; Route; Route Advance; Route Optimization; Routing Table; RS-232 Interface; RSL; S; S.200 (ECTF); S.300 (ECTF); S.900 (ECTF); Sales Automation; Sales Automation Software; Sales Force Automation; SAPM; SAS; Salting; Satellite Operation; SCAI; SCC; Schedule; Schedule Exception; Schedule Inflexibility; Schedule Preference; Schedule Test; Schedule Trade; Scheduling; Scheduling Software; SCP; Screen Monitoring; Screen Pop; Screen Scrape; Screen Synch; SCSA; SCSA Call Router; SCSA Compatible; SDMA; Secondary Agent Group; Secondary Average Positions Manned; Secondary Equipment; Secondary Market; Secondary Number of Calls Handled; Seeded List; Segment; Seized; Selects; Selection Charge; Self-Support; Seniority; Sequence; Server; Server-Based ACD; Service Bureau; Service Level; Service Level Agreement; Service Objectives; Service Observation; Service Quality; Services Management System; Seven by Twenty-Four; SFA; Shift Definitions; Shrinkage Percentages; Shrink-Wrapped Call Center; Sign On/Sign Off; Signaling System 7; Significant Hour; Silent Monitoring; Single Day Assignment; SiteRP; Site-Selection Criteria; Six Digit Translation; Skill Group; Skill Mapping; Skills-Based Routing; Skip Tracing; Smart Hunt Groups; SMDA; SMDR; SMDR Port; Smile and Dial; SMS/800; SNCH; SO; Soft Dollar Savings; Soft Key; Solid State Transfer; SONET; Source/Destination Routing; Source Code; Sort Scheme; Span; Span Line; Speaker Dependent; Speaker Independent; Speaker Recognition; Spectrum; Speech Concatenation; Speech Recognition; Speed Bumps; Spiff; Spike; Split; Split Test; Spray and Pray; SQL; SS7; SSP; Staffing Requirements Forecast; Stage & Test; Stand Alone; Standards; Starset; Start Time Interval; Station; Station Message Detail Recording (SMDR); Station Message Registers; Station Set; Statistical History; Statistics; Statistics Port; Status Display; Status Monitoring; Stovepiping; STP; Structured Query Language; Structured Wiring; Subtargeting; Supervised Transfer; Supervisor; Support Desk; Suppression File; Surge Protector; Suspect; SVL; Switched Access; Switching Systems; Switchless Resellers; Synthesized Speech; Systems Integrator; T; T.120; T-1; T-1 Framing; T-2; T-3; T-4; Tables; Talk Time; Talk-Off; TAPI; Targeted Subsets; Tariff; Tariff 12; Tariff 15; TCAP; TCP/IP; TDD; Technical Support; Techno-Geek; Telco; Telecommunications Device for the Deaf; Telecommunications Infrastructure; Telecommuting; Telecompetitiveness; Telemanagement; Telemarketing; Telephone; Telephone Consumer Protection Act; Telephone Management System; Telephone Number Appending; Telephone Preference Service; Telephone Service Representative TSR.; Telephone Set Emulation; Telephone Use Restriction; Telephone-Based Speech Recognition; Telephony; Telephony Server; Telephony Server; Telephony Services; Telescripts; Teletraffic Optimizer Program; Teleworker; Temporary Signaling Connections; Text-Based Retrieval; Text-to-Speech; Thin Client; Third Party Call Control; Threshold; Throughput; Time Zone Report; Time Zone Sequencing; Time-of-Day Routing; Timeclock; Timed Reminders; Token Ring; Toll Fraud; Toll Free Service; Toll Restriction; Tone Dialing; Toner Phoner; Top Down; Topology; Total Transaction Call Processing; Touchtone; TPS; Trace Agent; Tracking; Traffic; Traffic Capacity; Traffic Carried; Traffic Concentration; Traffic Data to Customer; Traffic Engineering; Traffic Intensity; Traffic Load; Traffic Measurement; Traffic Monitor; Traffic Offered and Carried; Traffic Overflow; Traffic Path; Traffic Recorder; Traffic Table; Traffic Usage Recorder; Training (Voice Recognition); Translations; Translator; Transmission Gain; Transparent; Trunk; Trunk Access Number; Trunk Group; Trunk Group Alternate Route; Trunk Holding Time; Trunk Hunting; Trunk Monitoring; Trunk Occupancy; Trunk Queuing; Trunks in Service; TSAPI; TSR; Turnkey; Twisted Pair; Two-Prong Jack; Two Way Trade; U; UCD; UN; UNACD; Unattended Call; Understaffing Limit; Unified Messaging; Uniform Call Distribution; Uniform Call Distributor; Universal Agent; Universal Device; Universal Ports; Unlisted Number; UNPBX; UNPBX ACD; Unsuccessful Call; Usage-Based; V; V-Commerce; VAD; Vanity Number; VAR; Variable Call Forwarding; VDN; Vector; Very Low Frequency Magnetic Radiation; Video Kiosk; Virtual Banding a WATS; Virtual Bypass; Virtual Call Center; Virtual Network; Virtual LAN; Virtual Private Network VPN.; VLF; Vocabulary Development; Voice Announcement System (VAS); Voice Board; Voice Bus; Voice Card; Voice Mail; Voice Mail Jail; Voice Mail System; Voice Messaging; Voice-Over-IP; Voice-Over-Net; Voice Processing; Voice Recognition; Voice Response Unit; Voice Store and Forward; Voice Talent; VRU; Voice Server; VSE; VPN; VRU; VRU Connect Signaling; W; WAN; WATS; Weighted Average; Weighted Call Value; WET T-1; Whisper Prompt; Whisper Queue; Whisper Technology; White Noise; Wide Area Network; Wide Area Telephone Service; Wire Center; Wire Center Serving Area; Wired-For Capacity; Wireless Headset; Word Spotting; Work at Home; Workflow; Workflow Management; Workforce Management; Workload; Workstation; World Numbering Zone; Wrap-Up; Wrap-Up Data; Wrap-Up Time; Z; Zero Usage Customer; Zip Tone