IBM SC31-6254-01 manual Glossary

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