<\/p>\n
Automatic Call Distributor<\/strong>: A system that is able to automatically: answer calls, queue calls, retrieve information and logic from a database, determine the best course for the call and finally, route the call to the appropriate agent<\/a> (if available).<\/p>\n A member of a call centre who makes and\/or receives telephone calls.<\/p>\n An automated voice and call processing system, which allows callers to automatically route themselves to internal extensions or departments.<\/p>\n Caller Line Identifier<\/strong> \/ Automatic Number Identification<\/strong>: Represents the telephone number of the caller.<\/p>\n Computer Telephony Integration<\/strong>: Can refer to any technology that provides an interactive link between telephone and computer systems, enabling features such as: Power Dialling<\/a>, Screen Pop<\/a>, Call Reporting and much more.<\/p>\n Direct Dialling Inward<\/strong> \/ Direct Inward Dialling<\/strong>: Typically represents the last few digits of a dialled telephone number into a PBX<\/a>, allowing external callers to reach an internal extension directly without going through an operator\/switchboard.<\/p>\n Dialled Number Identification Service<\/strong>: Similar to DDI\/DID<\/a>, but represents the whole number dialled, rather than the last few digits.<\/p>\n Interactive Voice Response<\/strong>: A system which allows a caller to access and update electronic information via a combination of touch-tone key presses and\/or voice recognition (e.g. telephone banking).<\/p>\n Private Branch Exchange<\/strong>: A private telephone switching system, usually located on an individual company’s premises (unless it’s a hosted PBX), providing additional features such as: internal calls, hunt groups, call-forwarding and DDI\/DID<\/a>.<\/p>\n A system which automatically places outbound calls for an agent<\/a>.<\/p>\n An automatic system which uses various algorithms to place many outbound calls and pass them to available agents upon being answered.<\/p>\n An automated system which shows the next person to be caller on a agent<\/a>‘s screen, giving them the option to either proceed or skip to next contact.<\/p>\n Public Switched Telephone Network<\/strong>: The public telephone network, to which PBX<\/a>s are connected to.<\/p>\n A term for automatically displaying detailed caller information to an agent<\/a>, based on the callers telephone number (CLI\/ANI<\/a>) and\/or the telephone number dialled (DNIS<\/a>).<\/p>\n General term referring to an ACD<\/a>, PBX<\/a>, or telephone exchange.<\/p>\n Telephony Application Programming Interface<\/strong>: An Application Programming Interface (API) that provides a common interface for interacting with the telephone system for a single user’s extension (1st-party integration).<\/p>\n Physical link between telephone exchanges.<\/p>\n Telephony Server Application Programming Interface<\/strong>: An API that provides a common interface for interacting with the telephone system for multiple extensions (3rd-party integration).<\/p>\n Voice over Internet Protocol<\/strong>: A protocol that enables the transmission of voice via the internet (e.g. internet telephony), instead of traditional PSTN<\/a>.<\/p>\nAgent<\/h2>\n
Auto Attendant<\/h2>\n
CLI \/ ANI<\/h2>\n
CTI<\/h2>\n
DDI \/ DID<\/h2>\n
DNIS<\/h2>\n
IVR<\/h2>\n
PBX<\/h2>\n
Power Dialling<\/h2>\n
Predictive Dialling<\/h2>\n
Preview Dialler<\/h2>\n
PSTN<\/h2>\n
Screen Pop<\/h2>\n
Switch<\/h2>\n
TAPI<\/h2>\n
Trunk<\/h2>\n
TSAPI<\/h2>\n
VOIP<\/h2>\n
\n<\/p>\n\n\n
\n Related Resources:<\/strong><\/td>\n \n \n
\n Further Information:<\/span><\/span><\/strong><\/td>\n \n