Glossary

This

glossary

defines

all

terms and

abbreviatheions billingused

directoryin

number

associated

with

 

a

calling

 

this publication that may be new or unfamiliarpartyas. Thiswell

asi the telephone number of the incoming call.

previously

 

defined

terms

that

you

may

want

 

Thisto lookinformationup.

is used

for

call

setup

activities

and

can

The

terms

 

are

defined

as

 

they

 

apply

 

to

telephonybe used. by

CallPath

CallCoordinator

 

for

Windows

as

a

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

key for retrieving data from

 

host

 

computer

applications.

This glossary includes terms and definitions from the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Dictionary

of

Computing, SC20-1699.

 

 

 

 

 

 

 

 

 

 

C

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The

following

 

cross-references

are

used

in

 

 

glossary:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

this

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Contrast

 

with.

This

refers

to

a

 

term

 

that

 

call .

 

An

 

attempt

by

 

a

caller

 

to

reach

one

or

more

 

 

 

 

 

 

has

an

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

opposed

or

substantively

 

different

 

 

 

 

parties

by

using

a

 

telephone,

whether

or

not

the

attempt

 

 

 

meaning.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

See.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

is

successful.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

This refers the reader to multiple-word

terms

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

in

 

which

this

term

appears.

 

 

 

 

 

 

 

call

center .

A

customer

business

center

where

 

initial

 

 

See

 

also.

This

refers

the

reader

to

 

 

access

 

is

by

telephone. Examples

of

call

centers

 

 

 

 

terms

that

 

have

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

a

related,

but

not

synonymous,

meaning.

 

include

 

help

desks,

order

desks,

and

customer

service

 

 

 

centers. Call

center

employees

 

usually

have

terminals

 

 

 

Synonym

 

for.

 

This

indicates

that

the

term

 

 

 

 

 

 

 

 

has

the

 

to information stored in databases

on

host

 

same

meaning

as

a

preferred

 

term,

 

which

for

access

 

 

 

is

defined

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

in

 

the

glossary.

 

 

 

 

 

 

 

 

 

 

 

 

 

computers.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Acronyms

are

 

defined

under

 

their

expanded

 

caller .

 

A

person

dialing

into

a

call

center’s

telephone

 

 

 

 

form.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

system.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

A

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CallPath

 

Services

.

An

architecture

that

defines

com-

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

munication

between

a

computer

and

 

a

telephone

switch

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACD .

 

Automatic

 

call

distribution.

 

 

 

 

 

 

so

that

 

a

program

on

the

computer

 

can

monitor

and

 

 

 

 

 

 

 

 

 

 

influence

the

actions

of

the

 

switch.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACD

group

 

.

 

A

set

of

service

representatives

assigned

and

data

transfer

 

.

 

The

function

 

 

 

 

 

 

to

process

incoming

calls

directed

to

 

the

 

coordinated

voice

 

 

 

 

 

 

 

 

 

same

dialed

 

 

 

 

 

 

 

copy

of

a

host

screen

are

number. The

ACD

feature

of

 

the

switch

 

 

 

where telephony data and a

 

routes

an

 

from

one agent to another when

a

call

is

trans-

 

incoming

 

call

to

a

member

of

the

ACD

group

 

sent

 

 

 

 

based

 

on

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

such factors as availability of

 

the

 

member

ferred.

 

of

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

and

 

length

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

time

since

 

the

member

last

 

completed

an

incoming

call.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Agent .

 

A

call center employee whose job itD is

 

to

 

handle

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

incoming

and

outgoing telephone

calls.

 

 

 

 

 

database

 

 

.

A

collection

of

interrelated

data

stored

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ANI .

 

Automatic

number

identification.

 

 

 

 

together

with

controlled

redundancy

 

according

 

to

a

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

schema to serve one or more applications.

 

 

 

 

 

 

application

 

.

 

The

 

use

to

which

an

 

information

 

proc-

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

essing

system

is

put,

for

example,

a

 

 

 

 

dialed number identification service (DNIS)

 

.

 

A

 

 

 

 

 

 

 

 

 

payroll

application,

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

an

airline

reservation,

a

network

application. number

 

supplied by the

public

telephone

network

to

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

identify the digits dialed. For example, two

or more

 

automatic

 

call

 

distribution

(ACD)

 

.

 

A

PBX

feature that1-800 numbers

might both call the same

call

center

 

 

allows

 

incoming

calls

to

one

dialed

number

to

 

switchbe routed. DNIS

tells the switch which of the 1-800

 

 

 

to any member of the ACD group,

 

all of whomnumberscan

 

was

actually dialed. DNIS can be used by

 

 

provide

the

 

same

service

to

the

calling partyCallPath. AutomCallCoordinatortic

for

 

Windows

to

automatically

 

 

 

call distribution enables the efficient distributionselect

betweenof a highseveral

host

computer

applications.

 

 

volume

 

of

 

incoming

calls.

 

 

 

 

 

 

 

 

 

 

 

 

DNIS .

 

 

Dialed

number

identification

 

service.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

automatic

 

number

identification

(ANI)

 

 

 

.

A

service

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

offered

by

commercial

telephone

 

networks

that

provides

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Copyright

IBM

Corp.

1994

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

93

 

 

 

 

 

 

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IBM SC31-6254-01 manual Glossary