ABSTRACT
Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center.
TABLE OF CONTENTS
chapter |4 pages
Numbers
entry |1 pages
0345 Numbers
entry |1 pages
0800 Numbers
entry |1 pages
0891 and 0898 Numbers
entry |1 pages
1+
entry |1 pages
1A2
entry |1 pages
1.544 MBPS
entry |1 pages
2600 Tone
entry |2 pages
30-Day Syndrome
entry |1 pages
500 Set
entry |1 pages
56 KBPS
entry |1 pages
5ESS
entry |1 pages
64 KBPS
entry |1 pages
700 Service
entry |1 pages
800 Portability
entry |2 pages
800 Service
entry |1 pages
877
entry |1 pages
888 Service
entry |1 pages
900 Megahertz
entry |2 pages
900 Service
entry |1 pages
9001
entry |1 pages
958
entry |1 pages
976
letter |22 pages
A
entry |1 pages
AA
entry |1 pages
AABS
entry |1 pages
Abandoned Call
entry |1 pages
Abandoned Call Cost
entry |1 pages
Above Hold Time
entry |1 pages
AC Power
entry |1 pages
AC to DC Converter
entry |1 pages
AC-DC Ringing
entry |1 pages
Access Method
entry |1 pages
Account Code (Voluntary or Enforced)
entry |1 pages
ACD
entry |1 pages
ACD Application Bridge
entry |1 pages
ACD Application-Based Call Routing
entry |2 pages
ACD Call Back Messaging
entry |1 pages
ACD Caller Directed Call Routing
entry |1 pages
ACD Conditional Routing
entry |1 pages
ACD Data Directed Call Routing
entry |1 pages
ACD-DN
entry |1 pages
ACD Intelligent Call Processing
entry |1 pages
ACIS
entry |1 pages
ACM
entry |1 pages
Acoustic Coupler
entry |1 pages
ACS
entry |1 pages
Activity Codes
entry |1 pages
ADA
entry |1 pages
ADAD
entry |1 pages
Adaptive Learning
entry |1 pages
Adaptive Pulse Code Modulation
entry |1 pages
ADH
entry |1 pages
Adherence
entry |1 pages
Adherence Monitoring
entry |1 pages
Adjunct Processor
entry |1 pages
ADPCM
entry |1 pages
ADRMP
entry |2 pages
ADSI
entry |1 pages
ADSL
entry |1 pages
Advisory Tones
entry |1 pages
AEMIS
entry |1 pages
After-Call Work
entry |1 pages
After-Call Wrap-Up
entry |1 pages
AGC
entry |1 pages
Agent
entry |1 pages
Agent Callback Button
entry |1 pages
Agent ID
entry |1 pages
Agent Logon/Logoff
entry |1 pages
Agent Performance Report
entry |1 pages
Agent Sign On/Sign Off
entry |1 pages
Aggregator
entry |1 pages
AHT
entry |1 pages
AHT Distribution
entry |1 pages
AI
entry |1 pages
AIN
entry |2 pages
Alarm
entry |1 pages
All Trunks Busy
entry |1 pages
Alphanumeric
entry |1 pages
Alphanumeric Display
entry |1 pages
Alternate Routing
entry |1 pages
American Telemarketing Association
entry |1 pages
American Teleservices Association
entry |1 pages
American Telephone and Telegraph
entry |1 pages
AMIS
entry |2 pages
ANI
entry |1 pages
Announcement Systems
entry |1 pages
Announcers
entry |1 pages
ANSI
entry |1 pages
Answering Machine Detection
entry |1 pages
Anticipatory Dialing
entry |1 pages
AOT
entry |1 pages
APCM
entry |1 pages
APM
entry |1 pages
APP Gen
entry |1 pages
Application Bridge
entry |1 pages
Application Generator
entry |1 pages
Area Code Expansion
entry |2 pages
Area Code Restriction
entry |1 pages
Artificial Intelligence
entry |1 pages
Arts
entry |1 pages
ARU
entry |1 pages
AS/400
entry |1 pages
ASA
entry |1 pages
ASCAP
entry |1 pages
ASCII
entry |2 pages
Aspect Communications
entry |1 pages
ASR
entry |1 pages
Assignment
entry |1 pages
Asterisk Law
entry |1 pages
At Home Agent
entry |1 pages
ATA
entry |1 pages
AT&T
entry |1 pages
ATB
entry |1 pages
ATHT
entry |1 pages
ATIS
entry |1 pages
ATM
entry |1 pages
ATT
entry |1 pages
Attempt
entry |1 pages
Attendant
entry |1 pages
Attendant Busy Lamp Field
entry |2 pages
Attendant Console
entry |1 pages
Audio Messaging Interchange Specification
entry |1 pages
Audio Response Unit
entry |1 pages
Audiotext
entry |1 pages
Auditory Pattern Recognition
entry |1 pages
Auto Attendant
entry |1 pages
Autodialing
entry |1 pages
Auto Dialer
entry |1 pages
Auto Fax Tone
entry |1 pages
Automated Alternate Billing Systems
entry |1 pages
Automated Attendant
entry |2 pages
Automated Voice Response System
entry |3 pages
Automatic Call Distributor
entry |1 pages
Automatic Call Manager
entry |1 pages
Automatic Customer/Caller Identification System
entry |1 pages
Automatic Calling Unit
entry |2 pages
Automatic Call Sequencer
entry |1 pages
Automatic Dialer or Autodialer
entry |1 pages
Automatic Dialing Recorded Message Player
entry |1 pages
Automatic Gain Control
entry |1 pages
Automatic Number Identification
entry |1 pages
Available
entry |1 pages
Availability
entry |1 pages
Average Call Duration
entry |1 pages
Average Customer Arrival Rate
entry |1 pages
Average Delay
entry |1 pages
Average Delay to Abandon
entry |1 pages
Average Delay to Handle
entry |1 pages
Average Handling (or Handle) Time
entry |1 pages
Average Holding Time
entry |1 pages
Average Out Time
entry |1 pages
Average Positions Manned
entry |1 pages
Average Positions Required
entry |1 pages
Average Speed of Answer
entry |1 pages
Average Talk Time
entry |1 pages
Average Trunk Hold Time
entry |1 pages
Average Wait Time
entry |1 pages
Average Work Time
entry |1 pages
AWT
letter |8 pages
B
entry |1 pages
B Channel
entry |1 pages
Back Haul
entry |1 pages
Backplane
entry |1 pages
Backward Signal
entry |1 pages
Band
entry |2 pages
Barge-In
entry |1 pages
Base Amount
entry |1 pages
Base Load
entry |1 pages
Base Schedules
entry |1 pages
Base Staff
entry |1 pages
Basic Rate Interface BRI.
entry |1 pages
Battery
entry |1 pages
Battery Backup
entry |1 pages
Beep Tone
entry |1 pages
Bell Operating Company
entry |2 pages
Bellcore
entry |1 pages
Below Hold Time
entry |1 pages
Benchmarking
entry |1 pages
Bespoke
entry |1 pages
BHCA
entry |1 pages
BHCC
entry |1 pages
Big Bang
entry |1 pages
Billing Increment
entry |1 pages
Binaural
entry |1 pages
Blend
entry |1 pages
Blended Agent
entry |1 pages
Blended Call Center
entry |1 pages
Blocked Calls
entry |1 pages
Blocked Calls Delayed
entry |1 pages
Blocked Calls Held
entry |1 pages
Blocked Calls Released
entry |2 pages
Blocking
entry |1 pages
BOC
entry |1 pages
Boom
entry |1 pages
Branching Scripts
entry |1 pages
Break Optimization
entry |1 pages
Break Parameters
entry |1 pages
BRI
entry |1 pages
Bucket Shop
entry |1 pages
Burn Out
entry |1 pages
Burn ‘Em and Churn ‘Em
entry |2 pages
Business Process Analysis
entry |1 pages
Business-to-Business
entry |1 pages
Business File
entry |1 pages
Busy
entry |1 pages
Busy Back
entry |1 pages
Busy Hour
entry |1 pages
Busy Hour Call Attempts
entry |2 pages
Busy Hour Call Completions
entry |1 pages
Busy Hour Calls
entry |1 pages
Busy Hour Usage Profile
entry |1 pages
Busy Out
entry |1 pages
Busy Season
entry |1 pages
Butt Set
entry |1 pages
Bypass
letter |23 pages
C
entry |1 pages
Cable Type
entry |1 pages
Calendar Routing
entry |1 pages
Calibrate
entry |1 pages
Calibration
entry |1 pages
Call
entry |2 pages
Call Abandons also called Abandoned Calls.
entry |3 pages
Call Accounting System
entry |1 pages
Call Attempt
entry |1 pages
Call Blending
entry |2 pages
Call-By-Call Routing
entry |2 pages
Call Center
entry |1 pages
Call Centre
entry |1 pages
Call Completion Rate
entry |1 pages
Call Control
entry |1 pages
Call Control Procedure
entry |1 pages
Call Control Signal
entry |2 pages
Call Data
entry |1 pages
Call Detail Recording (CDR)
entry |1 pages
Call Flow
entry |2 pages
Call-Me Buttons
entry |1 pages
Call Mix
entry |1 pages
Call Priority
entry |1 pages
Call Processing
entry |1 pages
Call Processing Units
entry |1 pages
Call Progress
entry |1 pages
Call Progress Analysis
entry |2 pages
Call Progress Tone
entry |1 pages
Call Record
entry |1 pages
Call Reporting
entry |1 pages
Call Routing
entry |1 pages
Call Second
entry |1 pages
Call Sequencer
entry |1 pages
Call Setup Time
entry |1 pages
Call Shedding
entry |1 pages
Call Table
entry |1 pages
Call Type
entry |1 pages
Call Vector
entry |1 pages
Call Volume
entry |1 pages
Callcenter
entry |1 pages
Called Party Paid Service
entry |2 pages
Caller ID
entry |1 pages
Caller Independent Voice Recognition
entry |1 pages
Called Line Identification Signal
entry |1 pages
Calling Line ID
entry |1 pages
Calling Number Display
entry |1 pages
Calling Party's Number
entry |2 pages
Callpath
entry |1 pages
Callpower
entry |1 pages
Campaign
entry |1 pages
Campaign Flow
entry |1 pages
Capacity
entry |1 pages
Carbon-Compatible
entry |1 pages
Card (Station, Trunk)
entry |1 pages
Carrier
entry |1 pages
Carrier Bypass
entry |1 pages
Case-Based Reasoning
entry |1 pages
CATI
entry |1 pages
CCITT
entry |1 pages
CCMS
entry |1 pages
CCS
entry |1 pages
CCS/SS7
entry |1 pages
CDR
entry |1 pages
CDR Exclude Table
entry |1 pages
Central Office
entry |1 pages
Centrex
entry |1 pages
Centrex Call Management
entry |1 pages
Centum Call Second
entry |1 pages
CGI
entry |1 pages
Charges Against Refunds
entry |1 pages
Chase
entry |1 pages
Class
entry |1 pages
Clean
entry |1 pages
Click-to-Call
entry |1 pages
CLID
entry |1 pages
Client
entry |1 pages
Client Application
entry |2 pages
Client/Server
entry |1 pages
Closed Architecture
entry |1 pages
Cloud Level
entry |1 pages
Cluster
entry |1 pages
CMS
entry |1 pages
CMT
entry |2 pages
CNG
entry |1 pages
CO
entry |1 pages
CO ACD
entry |1 pages
Coaxial
entry |1 pages
Cold Call
entry |1 pages
COM (Component Object Model)
entry |1 pages
Common Carrier
entry |1 pages
Common Carrier Bureau
entry |1 pages
Communications Server
entry |1 pages
Communicator
entry |2 pages
Compiled List
entry |1 pages
Compression (Voice/Speech)
entry |1 pages
Computer
entry |1 pages
Computer-Aided Dialing
entry |1 pages
Computer-Based Lookup
entry |1 pages
Computer Telephony
entry |1 pages
Concatenated Speech
entry |2 pages
Conditional Routing
entry |1 pages
Conflict Management Training
entry |1 pages
Console
entry |1 pages
Consultive Selling
entry |1 pages
Contact Gateway
entry |1 pages
Contact History
entry |1 pages
Contact Management
entry |1 pages
Content Processing
entry |1 pages
Continuous Speech
entry |1 pages
Contour Headset
entry |1 pages
Conversation Time
entry |2 pages
Correlation
entry |1 pages
Cost-Per-Call Analysis
entry |1 pages
Cost Per Inquiry
entry |1 pages
Cost Per Order
entry |1 pages
Cost Per Thousand
entry |1 pages
Couponing
entry |1 pages
CPE
entry |1 pages
CPI
entry |1 pages
CPM
entry |1 pages
CPN
entry |1 pages
CPO
entry |1 pages
Creaming
entry |1 pages
CRM
entry |1 pages
Crosstalk
entry |1 pages
CSC
entry |1 pages
CSR
entry |1 pages
CTI
entry |1 pages
Cursor Dialing
entry |1 pages
Customer Care
entry |1 pages
Customer Care Center
entry |1 pages
Customer Information Systems
entry |1 pages
Customer Premises Equipment (CPE)
entry |1 pages
Customer Relationship Management
entry |1 pages
CRM
entry |1 pages
Customer Sensitivity Knowledge Base
entry |1 pages
Cutover
entry |1 pages
CVP
letter |10 pages
D
entry |1 pages
D Channel
entry |1 pages
Data Dip
entry |1 pages
Data Mining
entry |1 pages
Data Reservoir
entry |1 pages
Data Warehousing
entry |2 pages
Database Integration
entry |1 pages
Database Lookup
entry |1 pages
Database Management System
entry |2 pages
Database Marketing
entry |1 pages
Database Service Management INC
entry |1 pages
Day-of-Week Factors
entry |1 pages
DBMS
entry |1 pages
DCOM (Distributed Component Object Model)
entry |1 pages
DCS
entry |1 pages
DDD
entry |1 pages
Dealer Locator
entry |1 pages
Decision Tree
entry |2 pages
Decoy
entry |1 pages
Dedicated
entry |1 pages
Dedicated Access
entry |1 pages
De-Dupe
entry |1 pages
Delay Announcement
entry |1 pages
Delayed Call Statistics
entry |1 pages
Deluxe Queuing
entry |1 pages
Demand Dialing
entry |2 pages
Demographic Overlay
entry |1 pages
Dialback Security
entry |1 pages
Dialed Number Identification Service
entry |1 pages
Dialog Box
entry |1 pages
DID
entry |1 pages
Digital Announcer
entry |1 pages
Digital Couponing
entry |1 pages
Digital Crossconnect System
entry |2 pages
Digital Recording
entry |1 pages
Direct Distance Dialing
entry |1 pages
Direct Inward Dialing
entry |1 pages
Direct Inward Station Access
entry |1 pages
Direct Marketing
entry |1 pages
Direct Response
entry |1 pages
Direct-Mail Sold
entry |1 pages
Directory Assistance
entry |1 pages
Directtalk
entry |1 pages
DISA
entry |1 pages
Disconnect Rate
entry |1 pages
Discrete Speech
entry |1 pages
Discretionary Preview Dialing
entry |1 pages
Distributed Call Center
entry |1 pages
Distribution Group
entry |1 pages
Distribution List
entry |1 pages
DM
entry |1 pages
DMA
entry |1 pages
DN Directory Number
entry |1 pages
DNIS
entry |1 pages
Do Not Call
entry |2 pages
Do Not Call List
entry |1 pages
Document on Demand
entry |1 pages
Donor/Contributor List
entry |1 pages
Doubling Day
entry |1 pages
Download
entry |1 pages
DSMI
entry |1 pages
DTMF
entry |1 pages
Dual Headset
entry |1 pages
Dual-Tone Multi-frequency
entry |1 pages
DUMB Switch
entry |1 pages
DUMB Terminal
entry |1 pages
DUPE
entry |1 pages
Dynamic Answer
entry |1 pages
Dynamic Inbound/Outbound
entry |1 pages
Dynamic Load Balancing
entry |1 pages
Dynamic Overload Control
letter |6 pages
E
entry |1 pages
entry |1 pages
E-commerce
entry |1 pages
E-CRM
entry |1 pages
E-Tailing
entry |1 pages
Ear Loop
entry |1 pages
Ear Ring
entry |1 pages
Ear Tip
entry |1 pages
ECH
entry |1 pages
Echo Suppressor
entry |1 pages
ECP
entry |1 pages
EDA
entry |1 pages
Eight Hundred Service
entry |1 pages
Electromagnetic Radiation
entry |1 pages
Electronic Call Distribution
entry |1 pages
Electronic Commerce
entry |1 pages
Electronic-Compatible
entry |1 pages
Electronic Homestead
entry |1 pages
ELF
entry |1 pages
EMR
entry |1 pages
End-of-Shift Routing
entry |1 pages
Endless Loop
entry |1 pages
Enhanced DNIS
entry |1 pages
E911
entry |2 pages
Ergonomics
entry |2 pages
ERLANG
entry |1 pages
Erlang Formula
entry |1 pages
Error-Correcting Protocol
entry |1 pages
Ethernet
entry |1 pages
Event Code
entry |1 pages
Exchange
entry |2 pages
Expert System
entry |1 pages
Extended Call Management
entry |1 pages
Extremely Low Frequency Magnetic Radiation
letter |6 pages
F
entry |1 pages
Facsimile Machine
entry |1 pages
False Ringing
entry |1 pages
Fault Tolerant
entry |1 pages
Fax Board
entry |1 pages
Fax Card
entry |1 pages
Fax Gateway
entry |2 pages
Fax Machine
entry |1 pages
Fax Mailbox
entry |1 pages
Fax on Demand
entry |1 pages
Fax-Over-IP
entry |2 pages
Fax Server
entry |1 pages
Fax Store and Forward
entry |1 pages
FCC
entry |1 pages
Feature Buttons
entry |1 pages
Federal Communications Commission
entry |1 pages
Filter
entry |2 pages
First-Time Buyer
entry |1 pages
Flash Hook
entry |1 pages
Flexagents
entry |1 pages
Focus Group
entry |1 pages
Follow the Sun Dialing
entry |1 pages
Force Feed
entry |1 pages
Forced Available
entry |1 pages
Forced Preview Dialing
entry |1 pages
Forecasting
entry |1 pages
Foreign Exchange
entry |1 pages
Forklift Upgrade
entry |1 pages
Formal Call Center
entry |1 pages
Four-Wire Circuits
entry |1 pages
Free List
entry |1 pages
Freephone
entry |1 pages
Frequency
entry |2 pages
Front-End
entry |1 pages
FTE
entry |1 pages
Full Time Equivalent
entry |1 pages
Functional Split
entry |1 pages
Functionality
entry |1 pages
Fuzzy Logic
entry |1 pages
FX
letter |4 pages
G
entry |1 pages
G-Style Handset
entry |1 pages
GAB Line
entry |1 pages
Galaxy
entry |1 pages
Gantt Chart
entry |2 pages
Gate
entry |1 pages
Gate Assignments
entry |1 pages
Gateway
entry |1 pages
GBH
entry |1 pages
Geographically-Variable Operating Costs
entry |1 pages
GOE
entry |1 pages
GOS
entry |1 pages
Grade of Service
entry |2 pages
Greeting Only Mailboxes
entry |1 pages
Group
entry |1 pages
Group 1, 2, 3, 3 BIS & 4
entry |1 pages
Group Access Bridging (GAB)
entry |1 pages
Group Busy Hour
entry |1 pages
Group Hunting
entry |1 pages
Group Scheduling Software
entry |2 pages
GTN
entry |1 pages
GUI
entry |1 pages
Guide
letter |8 pages
H
entry |1 pages
H.320
entry |1 pages
H.323
entry |1 pages
Hacker
entry |1 pages
Handled Call
entry |1 pages
Handoff
entry |1 pages
Handshaking Tones
entry |2 pages
Hard Dollar Savings
entry |1 pages
HCS
entry |1 pages
Headband-Style Headset
entry |1 pages
Headset
entry |1 pages
Headset Jack
entry |3 pages
Help Desk
entry |1 pages
Hidden Markov Method
entry |1 pages
Historical Data
entry |1 pages
Historical Reports
entry |1 pages
Hit Rate
entry |1 pages
Hold
entry |1 pages
Hold Recall
entry |1 pages
Holding Tank
entry |2 pages
Holding Time
entry |1 pages
Hold Time Before Disconnect
entry |1 pages
Holiday Factor
entry |1 pages
Hookswitch
entry |2 pages
Home Agent
entry |1 pages
Host
entry |1 pages
Hot Cut
entry |1 pages
Hot Site
entry |1 pages
Hot-Swappable
entry |1 pages
Hotline
entry |2 pages
House List
entry |1 pages
Hundred Call Seconds
entry |1 pages
Hunt
entry |1 pages
Hunt Group
entry |1 pages
Hybrid Telephone System
entry |1 pages
Hypertext
letter |10 pages
I
entry |1 pages
ICP
entry |1 pages
Idle
entry |1 pages
In-Band Signalling
entry |1 pages
Inbound
entry |1 pages
Inbound Campaign
entry |1 pages
Inbound Routing
entry |2 pages
Inbound Wats
entry |1 pages
Incumbent Carrier
entry |1 pages
Inference Engine
entry |1 pages
Information Appliance
entry |1 pages
Infomercial
entry |1 pages
Informal Call Center
entry |1 pages
Information Provider
entry |1 pages
Inquiry
entry |1 pages
Instrument
entry |1 pages
Instrument Sign-On
entry |1 pages
Integration
entry |1 pages
Integrated ACD/PBX
entry |1 pages
Integrated Services Digital Network
entry |1 pages
Intelligent Overflow
entry |2 pages
Inter-Application Automation
entry |2 pages
Interactive Voice Response
entry |1 pages
Interbreak Interval
entry |2 pages
Intercept Recording
entry |1 pages
Intercom
entry |1 pages
Interexchange Carrier (IXC)
entry |1 pages
Interflow
entry |1 pages
Interlata Call
entry |1 pages
Intermittent Problems
entry |1 pages
Internal Help Desk
entry |1 pages
Internet Phone
entry |3 pages
Internet Telephony
entry |1 pages
Internetwork
entry |1 pages
Intraday Distribution
entry |1 pages
Intraflow
entry |1 pages
Intranet
entry |1 pages
In-Wats
entry |1 pages
IP
entry |2 pages
ISDN
entry |1 pages
ISG
entry |1 pages
ISP
entry |1 pages
IT
entry |1 pages
ITU-T
entry |1 pages
IVR
entry |1 pages
IXC
letter |1 pages
J
entry |1 pages
Junk Fax
letter |3 pages
K
entry |1 pages
K
entry |1 pages
K-Style Handset
entry |1 pages
Key
entry |1 pages
Key Performance Indicator
entry |1 pages
Key Service Unit
entry |2 pages
Key System
entry |1 pages
Keypad
entry |1 pages
Kill Message
entry |1 pages
Killer App
entry |1 pages
Knowledge Base
entry |1 pages
Knowledge Worker
entry |1 pages
KPI
entry |1 pages
KSU
letter |7 pages
L
entry |1 pages
LAI
entry |1 pages
LAN
entry |1 pages
Last in First Out
entry |1 pages
LATA
entry |1 pages
LCD
entry |1 pages
LDT
entry |1 pages
Lead Agent
entry |1 pages
LEAH
entry |1 pages
Least-Cost Routing (LCR)
entry |1 pages
LEC
entry |1 pages
LED
entry |1 pages
Legacy System
entry |1 pages
Legal Holiday
entry |1 pages
Liberation
entry |1 pages
Life Cycle
entry |1 pages
LIFO
entry |1 pages
Light Emitting Diode
entry |2 pages
Likert Scale
entry |1 pages
Line
entry |1 pages
Line-Powered
entry |1 pages
Linesharing
entry |1 pages
Liquid Crystal Display
entry |1 pages
List Appending
entry |1 pages
List Broker
entry |1 pages
List Buyer
entry |2 pages
List Card
entry |1 pages
List Enhancement
entry |1 pages
List Look-up
entry |1 pages
List Manager
entry |1 pages
List Penetration Rate
entry |1 pages
List Rental
entry |1 pages
List Selection
entry |1 pages
List Sequence
entry |1 pages
List Sort
entry |1 pages
List Source
entry |1 pages
Load Balancing
entry |1 pages
Local Access TRANSPORTATION Area
entry |1 pages
Local Area Network
entry |1 pages
Local Call
entry |1 pages
Locator
entry |1 pages
Log-on Identification
entry |1 pages
Logging Period
entry |1 pages
Long Distance
entry |2 pages
Longest Available
entry |1 pages
Longest Call Waiting
entry |1 pages
Longest Delay Time
entry |1 pages
Look Ahead Interflow
entry |1 pages
Look-up Services
entry |1 pages
Loopback Test
entry |2 pages
Loop Start
entry |1 pages
Lost Call Attempt
entry |1 pages
Lost Calls Cleared
entry |1 pages
Lost Calls Held
entry |1 pages
Low Battery Cutoff
entry |1 pages
Lucent
letter |8 pages
M
entry |1 pages
M
entry |1 pages
Main Distribution Frame
entry |1 pages
Mainframe Server
entry |1 pages
Make-Busy
entry |1 pages
Manual Gain Control
entry |1 pages
Manual Lookup
entry |1 pages
Marginal Name
entry |2 pages
Mark
entry |1 pages
Master File
entry |1 pages
Match Code
entry |1 pages
Matches
entry |1 pages
Maximum Queue Length
entry |1 pages
MDU
entry |1 pages
Mean Time Between Failure
entry |1 pages
Mean Time to Abandon
entry |1 pages
Meaningless Data
entry |1 pages
Media Blending
entry |2 pages
Media Consolidation
entry |1 pages
Megacenter
entry |1 pages
Memo
entry |1 pages
Merge
entry |1 pages
Merge and Purge
entry |1 pages
Merlang
entry |1 pages
Message Display Unit MDU.
entry |2 pages
Message-on-Hold
entry |1 pages
Methodology
entry |1 pages
Metrics
entry |1 pages
Middleware
entry |1 pages
Migration path
entry |1 pages
MIS Reports
entry |1 pages
Modular Jack
entry |1 pages
Monaural
entry |2 pages
Monetary Value
entry |1 pages
Monitor
entry |1 pages
Monthly Factors
entry |1 pages
MPEG
entry |1 pages
MQL
entry |1 pages
MTA
entry |1 pages
MTBF
entry |1 pages
Multilingual Agents
entry |1 pages
Multimedia
entry |1 pages
Multiple Outbound Calling Campaigns
entry |1 pages
Multi-Stage Queuing
entry |2 pages
Music-on-Hold
entry |1 pages
Mute
entry |1 pages
MVIP
letter |7 pages
N
entry |1 pages
Name-Removal Service
entry |1 pages
NANP
entry |1 pages
NAP
entry |1 pages
NAPI
entry |1 pages
Narrowband ISDN
entry |1 pages
Narrowband Signal
entry |1 pages
NASC
entry |1 pages
National Carrier
entry |1 pages
National Change of Address Service
entry |2 pages
National Databases
entry |1 pages
Native Signal Processing
entry |1 pages
NC
entry |1 pages
NCA
entry |1 pages
NCC
entry |1 pages
NCH
entry |1 pages
NCOA (National Change of Address) Service
entry |1 pages
NCR
entry |1 pages
Net Staffing
entry |1 pages
Net Staffing Matrix
entry |1 pages
Network
entry |1 pages
Network ACD
entry |1 pages
Network Interqueue
entry |1 pages
Neural Network
entry |1 pages
NHLD
entry |1 pages
Night Service
entry |1 pages
NNX
entry |1 pages
NOC
entry |2 pages
Noise Cancelling
entry |1 pages
Non-Apparent Sources
entry |1 pages
Non-Published
entry |1 pages
Normalize
entry |2 pages
North American Numbering Plan
entry |1 pages
Norstar
entry |1 pages
North American Area Codes
entry |1 pages
North American Numbering Plan
entry |2 pages
NPA
entry |1 pages
NTH Name Selection
entry |1 pages
Number Administration and Service Center
entry |1 pages
Nuisance Calls
entry |1 pages
Number of Call Abandoned
entry |1 pages
Number of Calls Handled
entry |1 pages
Number of Calls Held
entry |1 pages
Number of Out Calls
entry |1 pages
Number-Finder
entry |1 pages
Numeric Key Pad
entry |1 pages
NXX
letter |7 pages
O
entry |2 pages
OAI
entry |1 pages
Object-Oriented Programming
entry |1 pages
Objections
entry |1 pages
OCC
entry |1 pages
Occupancy
entry |1 pages
OCDD
entry |1 pages
Octothorpe
entry |1 pages
ODBC
entry |2 pages
Off-Hook
entry |1 pages
Off-Network
entry |1 pages
Off-Peak
entry |1 pages
Off-Premise Extension
entry |1 pages
Off-the-Shelf
entry |1 pages
Offer Script
entry |1 pages
Offered Call
entry |1 pages
Offered-to-Switch
entry |1 pages
Offering Switch
entry |1 pages
On-Hook Dialing
entry |1 pages
On-Line
entry |1 pages
One Way Trade
entry |1 pages
Open Application Interface
entry |1 pages
Open Architecture
entry |1 pages
Open Collaboration Environment
entry |1 pages
Open Network Architecture
entry |1 pages
ONA
entry |1 pages
Operating Time
entry |1 pages
Operator
entry |1 pages
Operator Services
entry |1 pages
Operator Workstation
entry |1 pages
Other Common Carrier
entry |1 pages
Out of Band Signalling
entry |1 pages
Outbound
entry |1 pages
Outdialing
entry |1 pages
Outdial Facility
entry |1 pages
Outgoing Trunk
entry |1 pages
Outgoing Wats
entry |1 pages
Outsourcing
entry |1 pages
Overflow
entry |1 pages
Overflow Callers
entry |1 pages
Overflow Capability
entry |1 pages
Overflow Group
entry |1 pages
Overflow Load
entry |1 pages
Overflow Tie-Line Enhancement
entry |1 pages
Overflow Traffic
entry |1 pages
Overlay
entry |1 pages
Overload Control
entry |1 pages
Overload Management
entry |1 pages
Overload Protection
entry |1 pages
OWS
letter |18 pages
P
entry |1 pages
PABX
entry |1 pages
Pacing Algorithm
entry |1 pages
Paid Hours
entry |1 pages
PAPM
entry |1 pages
Passive Bus ISDN
entry |1 pages
Passive Program
entry |2 pages
Pay-Per-Call
entry |3 pages
PBX
entry |1 pages
PBX Extension
entry |1 pages
PBX Fraud
entry |1 pages
PBX Integration
entry |2 pages
PBX Profiles
entry |1 pages
PC-Centric
entry |1 pages
PCM
entry |1 pages
Peak Hour
entry |1 pages
Peak Load
entry |1 pages
Peak Periods
entry |1 pages
Peak Position Requirements
entry |2 pages
Peer-to-Peer Network
entry |1 pages
Peg Count
entry |1 pages
Penetration
entry |1 pages
Percentage ATB
entry |1 pages
Percentage CA
entry |1 pages
Percentage HLD
entry |1 pages
Percentage NCO
entry |1 pages
Percentage TUT
entry |2 pages
Peripheral Equipment
entry |1 pages
Permanent Shift Type
entry |1 pages
Personal 800 Number
entry |1 pages
Personal Information Manager PIM.
entry |1 pages
Personal IVR
entry |1 pages
Phone Appending
entry |2 pages
Phone Phreak
entry |1 pages
Phoneme-Based
entry |1 pages
Pilot Program
entry |1 pages
Pilot Survey
entry |1 pages
PJ-327
entry |2 pages
Plant Test Numbers
entry |1 pages
Plenum
entry |1 pages
Point of Presence (POP)
entry |1 pages
Point of Purchase (POP)
entry |1 pages
Point of Sale (POS)
entry |1 pages
Point of Sale Terminal
entry |1 pages
Point of Termination (POT)
entry |2 pages
Poisson Distribution
entry |1 pages
Poisson Process
entry |1 pages
POP
entry |1 pages
Port Shelf
entry |1 pages
POS
entry |1 pages
Position
entry |1 pages
Potential Revenue
entry |1 pages
POTS
entry |3 pages
Power Conditioning
entry |1 pages
Power Dialer
entry |1 pages
Power Pole
entry |1 pages
Pre-Qualification
entry |1 pages
Predictive Dialer
entry |2 pages
Predictive Dialing
entry |1 pages
Preview Dialing
entry |1 pages
Primary Agent Group
entry |1 pages
Primary Average Positions Manned
entry |1 pages
Primary RATE Interface (PRI)
entry |1 pages
Private Automatic Branch Exchange
entry |1 pages
Private Branch Exchange PBX.
entry |1 pages
Probability Code
entry |1 pages
Problem Resolution Engine
entry |2 pages
Productivity
entry |1 pages
Progressive Dialing
entry |2 pages
Proprietary
entry |1 pages
Proprietary Telephone Sets
entry |1 pages
Prosody
entry |1 pages
Prospect
entry |1 pages
Protocol
entry |2 pages
Pseudoternary
entry |1 pages
Psychographics
entry |1 pages
Public Switched Telephone Network
entry |1 pages
Public Utilities Commission
entry |1 pages
PUC
entry |1 pages
Pulse Code Modulation
entry |1 pages
Purge
letter |3 pages
Q
entry |1 pages
Qualify
entry |1 pages
Qualitative Data
entry |1 pages
Quality of Service
entry |1 pages
Quantitative Data
entry |1 pages
Queue
entry |1 pages
Queue Management
entry |1 pages
Queue Service Interval
entry |1 pages
Queued Mode
entry |1 pages
Queuing
entry |2 pages
Queuing Theory
entry |1 pages
Quick Disconnect
letter |10 pages
R
entry |1 pages
Raid
entry |1 pages
Raised Floor
entry |1 pages
RAN
entry |1 pages
Rate Chip
entry |1 pages
RBOC
entry |2 pages
Re-Engineering
entry |1 pages
Readerboard
entry |2 pages
Real-Time Adherence
entry |1 pages
Real-Time Data
entry |1 pages
Real-Time Status Display
entry |1 pages
Rebiller
entry |1 pages
Recency
entry |2 pages
Record
entry |1 pages
Record Locking
entry |1 pages
Record on Demand
entry |1 pages
Recorder
entry |1 pages
Recorder Warning Tone
entry |1 pages
Recycle
entry |1 pages
Redundancy
entry |1 pages
Refresh Rate
entry |1 pages
Regional Bell Holding Company
entry |1 pages
Regional Bell Operating COMPANY
entry |1 pages
Regression Analysis
entry |1 pages
Relationship Routing
entry |1 pages
Release
entry |2 pages
Remote Access
entry |1 pages
Remote Agent
entry |1 pages
Remote Maintenance System
entry |1 pages
Request for Information
entry |1 pages
Request for Quotation
entry |1 pages
Reseller
entry |1 pages
Response 1.
entry |1 pages
Response Analysis
entry |1 pages
Resporg
entry |1 pages
Rest Time
entry |1 pages
Restriction
entry |1 pages
Retrial
entry |1 pages
Reverse Matching
entry |1 pages
RFI
entry |1 pages
RFP
entry |1 pages
RFQ
entry |1 pages
Riser
entry |1 pages
RJ-11
entry |1 pages
RNA
entry |2 pages
Robbed Bit Signaling
entry |1 pages
Rotary Dial
entry |1 pages
Round Robin
entry |1 pages
Route
entry |1 pages
Route Advance
entry |1 pages
Route Optimization
entry |2 pages
Routing Table
entry |1 pages
RS-232 Interface
entry |1 pages
RSL
letter |18 pages
S
entry |1 pages
S.200 (ECTF)
entry |1 pages
S.300 (ECTF)
entry |1 pages
S.900 (ECTF)
entry |1 pages
Sales Automation
entry |1 pages
Sales Automation Software
entry |1 pages
Sales Force Automation
entry |1 pages
SAPM
entry |1 pages
SAS
entry |1 pages
Salting
entry |1 pages
Satellite Operation
entry |1 pages
SCAI
entry |1 pages
SCC
entry |1 pages
Schedule
entry |1 pages
Schedule Exception
entry |2 pages
Schedule Inflexibility
entry |1 pages
Schedule Preference
entry |1 pages
Schedule Test
entry |1 pages
Schedule Trade
entry |1 pages
Scheduling
entry |1 pages
Scheduling Software
entry |1 pages
SCP
entry |1 pages
Screen Monitoring
entry |1 pages
Screen Pop
entry |1 pages
Screen Scrape
entry |1 pages
Screen Synch
entry |1 pages
SCSA
entry |1 pages
SCSA Call Router
entry |1 pages
SCSA Compatible
entry |1 pages
SDMA
entry |1 pages
Secondary Agent Group
entry |1 pages
Secondary Average Positions Manned
entry |1 pages
Secondary Equipment
entry |1 pages
Secondary Market
entry |1 pages
Secondary Number of Calls Handled
entry |1 pages
Seeded List
entry |1 pages
Segment
entry |1 pages
Seized
entry |1 pages
Selects
entry |1 pages
Selection Charge
entry |1 pages
Self-Support
entry |1 pages
Seniority
entry |1 pages
Sequence
entry |1 pages
Server
entry |1 pages
Server-Based ACD
entry |1 pages
Service Bureau
entry |1 pages
Service Level
entry |1 pages
Service Level Agreement
entry |2 pages
Service Objectives
entry |1 pages
Service Observation
entry |1 pages
Service Quality
entry |1 pages
Services Management System
entry |1 pages
Seven by Twenty-Four
entry |1 pages
SFA
entry |1 pages
Shift Definitions
entry |1 pages
Shrinkage Percentages
entry |1 pages
Shrink-Wrapped Call Center
entry |1 pages
Sign On/Sign Off
entry |1 pages
Signaling System 7
entry |1 pages
Significant Hour
entry |1 pages
Silent Monitoring
entry |1 pages
Single Day Assignment
entry |2 pages
SiteRP
entry |1 pages
Site-Selection Criteria
entry |1 pages
Six Digit Translation
entry |1 pages
Skill Group
entry |1 pages
Skill Mapping
entry |1 pages
Skills-Based Routing
entry |1 pages
Skip Tracing
entry |1 pages
Smart Hunt Groups
entry |1 pages
SMDA
entry |1 pages
SMDR
entry |1 pages
SMDR Port
entry |1 pages
Smile and Dial
entry |1 pages
SMS/800
entry |1 pages
SNCH
entry |1 pages
SO
entry |1 pages
Soft Dollar Savings
entry |1 pages
Soft Key
entry |1 pages
Solid State Transfer
entry |1 pages
SONET
entry |1 pages
Source/Destination Routing
entry |1 pages
Source Code
entry |1 pages
Sort Scheme
entry |2 pages
Span
entry |1 pages
Span Line
entry |1 pages
Speaker Dependent
entry |1 pages
Speaker Independent
entry |1 pages
Speaker Recognition
entry |1 pages
Spectrum
entry |1 pages
Speech Concatenation
entry |2 pages
Speech Recognition
entry |1 pages
Speed Bumps
entry |1 pages
Spiff
entry |1 pages
Spike
entry |1 pages
Split
entry |1 pages
Split Test
entry |1 pages
Spray and Pray
entry |1 pages
SQL
entry |1 pages
SS7
entry |1 pages
SSP
entry |1 pages
Staffing Requirements Forecast
entry |1 pages
Stage & Test
entry |1 pages
Stand Alone
entry |1 pages
Standards
entry |1 pages
Starset
entry |1 pages
Start Time Interval
entry |2 pages
Station
entry |1 pages
Station Message Detail Recording (SMDR)
entry |1 pages
Station Message Registers
entry |1 pages
Station Set
entry |1 pages
Statistical History
entry |1 pages
Statistics
entry |1 pages
Statistics Port
entry |1 pages
Status Display
entry |1 pages
Status Monitoring
entry |1 pages
Stovepiping
entry |1 pages
STP
entry |1 pages
Structured Query Language
entry |1 pages
Structured Wiring
entry |1 pages
Subtargeting
entry |1 pages
Supervised Transfer
entry |1 pages
Supervisor
entry |1 pages
Support Desk
entry |1 pages
Suppression File
entry |2 pages
Surge Protector
entry |1 pages
Suspect
entry |1 pages
SVL
entry |1 pages
Switched Access
entry |1 pages
Switching Systems
entry |1 pages
Switchless Resellers
entry |1 pages
Synthesized Speech
entry |1 pages
Systems Integrator
letter |20 pages
T
entry |1 pages
T.120
entry |1 pages
T-1
entry |2 pages
T-1 Framing
entry |1 pages
T-2
entry |1 pages
T-3
entry |1 pages
T-4
entry |1 pages
Tables
entry |1 pages
Talk Time
entry |1 pages
Talk-Off
entry |1 pages
TAPI
entry |1 pages
Targeted Subsets
entry |1 pages
Tariff
entry |1 pages
Tariff 12
entry |1 pages
Tariff 15
entry |1 pages
TCAP
entry |2 pages
TCP/IP
entry |1 pages
TDD
entry |1 pages
Technical Support
entry |1 pages
Techno-Geek
entry |1 pages
Telco
entry |1 pages
Telecommunications Device for the Deaf
entry |1 pages
Telecommunications Infrastructure
entry |1 pages
Telecommuting
entry |2 pages
Telecompetitiveness
entry |1 pages
Telemanagement
entry |1 pages
Telemarketing
entry |1 pages
Telephone
entry |1 pages
Telephone Consumer Protection Act
entry |2 pages
Telephone Management System
entry |1 pages
Telephone Number Appending
entry |1 pages
Telephone Preference Service
entry |1 pages
Telephone Service Representative TSR.
entry |1 pages
Telephone Set Emulation
entry |1 pages
Telephone Use Restriction
entry |1 pages
Telephone-Based Speech Recognition
entry |2 pages
Telephony
entry |1 pages
Telephony Server
entry |1 pages
Telephony Server
entry |3 pages
Telephony Services
entry |1 pages
Telescripts
entry |1 pages
Teletraffic Optimizer Program
entry |1 pages
Teleworker
entry |2 pages
Temporary Signaling Connections
entry |1 pages
Text-Based Retrieval
entry |1 pages
Text-to-Speech
entry |1 pages
Thin Client
entry |1 pages
Third Party Call Control
entry |1 pages
Threshold
entry |2 pages
Throughput
entry |1 pages
Time Zone Report
entry |1 pages
Time Zone Sequencing
entry |1 pages
Time-of-Day Routing
entry |1 pages
Timeclock
entry |1 pages
Timed Reminders
entry |1 pages
Token Ring
entry |1 pages
Toll Fraud
entry |4 pages
Toll Free Service
entry |1 pages
Toll Restriction
entry |1 pages
Tone Dialing
entry |1 pages
Toner Phoner
entry |1 pages
Top Down
entry |1 pages
Topology
entry |1 pages
Total Transaction Call Processing
entry |1 pages
Touchtone
entry |1 pages
TPS
entry |1 pages
Trace Agent
entry |1 pages
Tracking
entry |1 pages
Traffic
entry |1 pages
Traffic Capacity
entry |1 pages
Traffic Carried
entry |1 pages
Traffic Concentration
entry |1 pages
Traffic Data to Customer
entry |2 pages
Traffic Engineering
entry |1 pages
Traffic Intensity
entry |1 pages
Traffic Load
entry |1 pages
Traffic Measurement
entry |1 pages
Traffic Monitor
entry |1 pages
Traffic Offered and Carried
entry |1 pages
Traffic Overflow
entry |1 pages
Traffic Path
entry |1 pages
Traffic Recorder
entry |1 pages
Traffic Table
entry |1 pages
Traffic Usage Recorder
entry |1 pages
Training (Voice Recognition)
entry |1 pages
Translations
entry |1 pages
Translator
entry |1 pages
Transmission Gain
entry |1 pages
Transparent
entry |1 pages
Trunk
entry |1 pages
Trunk Access Number
entry |2 pages
Trunk Group
entry |1 pages
Trunk Group Alternate Route
entry |1 pages
Trunk Holding Time
entry |1 pages
Trunk Hunting
entry |1 pages
Trunk Monitoring
entry |1 pages
Trunk Occupancy
entry |1 pages
Trunk Queuing
entry |1 pages
Trunks in Service
entry |1 pages
TSAPI
entry |1 pages
TSR
entry |2 pages
Turnkey
entry |1 pages
Twisted Pair
entry |1 pages
Two-Prong Jack
entry |1 pages
Two Way Trade
letter |4 pages
U
entry |1 pages
UCD
entry |1 pages
UN
entry |1 pages
UNACD
entry |1 pages
Unattended Call
entry |1 pages
Understaffing Limit
entry |1 pages
Unified Messaging
entry |1 pages
Uniform Call Distribution
entry |1 pages
Uniform Call Distributor
entry |1 pages
Universal Agent
entry |1 pages
Universal Device
entry |1 pages
Universal Ports
entry |2 pages
Unlisted Number
entry |1 pages
UNPBX
entry |1 pages
UNPBX ACD
entry |1 pages
Unsuccessful Call
entry |1 pages
Usage-Based
letter |8 pages
V
entry |1 pages
V-Commerce
entry |1 pages
VAD
entry |1 pages
Vanity Number
entry |1 pages
VAR
entry |1 pages
Variable Call Forwarding
entry |1 pages
VDN
entry |1 pages
Vector
entry |1 pages
Very Low Frequency Magnetic Radiation
entry |1 pages
Video Kiosk
entry |1 pages
Virtual Banding a WATS
entry |1 pages
Virtual Bypass
entry |1 pages
Virtual Call Center
entry |1 pages
Virtual Network
entry |1 pages
Virtual LAN
entry |1 pages
Virtual Private Network VPN.
entry |1 pages
VLF
entry |1 pages
Vocabulary Development
entry |1 pages
Voice Announcement System (VAS)
entry |1 pages
Voice Board
entry |1 pages
Voice Bus
entry |1 pages
Voice Card
entry |3 pages
Voice Mail
entry |1 pages
Voice Mail Jail
entry |2 pages
Voice Mail System
entry |1 pages
Voice Messaging
entry |2 pages
Voice-Over-IP
entry |1 pages
Voice-Over-Net
entry |1 pages
Voice Processing
entry |1 pages
Voice Recognition
entry |1 pages
Voice Response Unit
entry |1 pages
Voice Store and Forward
entry |1 pages
Voice Talent
entry |1 pages
VRU
entry |1 pages
Voice Server
entry |1 pages
VSE
entry |1 pages
VPN
entry |1 pages
VRU
entry |1 pages
VRU Connect Signaling
letter |4 pages
W
entry |1 pages
WAN
entry |1 pages
WATS
entry |1 pages
Weighted Average
entry |1 pages
Weighted Call Value
entry |1 pages
WET T-1
entry |1 pages
Whisper Prompt
entry |1 pages
Whisper Queue
entry |1 pages
Whisper Technology
entry |2 pages
White Noise
entry |1 pages
Wide Area Network
entry |1 pages
Wide Area Telephone Service
entry |1 pages
Wire Center
entry |1 pages
Wire Center Serving Area
entry |1 pages
Wired-For Capacity
entry |1 pages
Wireless Headset
entry |1 pages
Word Spotting
entry |1 pages
Work at Home
entry |1 pages
Workflow
entry |1 pages
Workflow Management
entry |2 pages
Workforce Management
entry |1 pages
Workload
entry |1 pages
Workstation
entry |1 pages
World Numbering Zone
entry |1 pages
Wrap-Up
entry |1 pages
Wrap-Up Data
entry |1 pages
Wrap-Up Time
letter |1 pages
Z
entry |1 pages
Zero Usage Customer
entry |1 pages
Zip Tone
