Glossary 291
Glossary
By contrast, a call is not counted as handled until it is finished.
Therefore, the number of answered calls and handled calls during an
interval is not necessarily the same, but eventually each answered call is
counted in both categories.
Application Bridge Server (ABS)
A GEOTEL software module that allows the ICR to share the Application
Bridge interface from an Aspect ACD with other applications.
Application Gateway
A construct that allows an ICR routing script to invoke an external
application. You can configure a gateway in Configure ICR and
reference it through the Gateway node in a script. Application Gateways
are available only if you purchase the GEOTEL•Gateway product.
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 a
region as a collection of area codes.
ASA. See Average Speed of Answer.
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 CallRouter
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. When qualifying
calls, the ICR compares the ANI to the calling line ID value specified
for a call type. See also Calling Line ID (CLID).
Available state
The state where the agent is ready to accept calls, but is not currently
involved in call work.
Average Handle Time (AHT)
The average time it took for calls to a service or skill group to be
handled. Handle time includes talk time plus after-call work time.
Average Speed of Answer (ASA)
The average answer wait time for calls to a service or route.