UK and IrelandACD Glossary
Welcome to the ACD Glossary subject, the available knowlege bank articles are displayed below.
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Abandon Call Threshold
An abandoned call threshold is a time which can be set in the ACD. The effect of this is that the abandoned calls which occur within the 'thres… View
Activity Codes
Activity codes are management tools to identify call types. The attempt here is to try to CRM your ACD. It relies upon agents to input co… View
Alarms & Thresholds
A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds. Because MI systems display a… View
All Trunks Busy (ATB)
Also known as All Lines Busy. This occurs when all trunks or lines are occupied or busy with a call in progress. The call treatment for the cal… View
Auto Attendant
Automated attendants combines voice processing with call routing. The inbound call is answered by the auto attendant which offers a range of … View
Automatic Call Distributor (ACD)
Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View
Automatic Number Identification (ANI)
CLI allows the callers number to be forwarded at the same time as the call to the recipient. Also known as Automatic Number Identification (ANI… View
AUX Codes
AUX codes can be used to record auxiliary work undertaken by agents. The primary work states for agents are associated with call handling (talk, ho… View
Back or Controlled Busy
This occurs where lines are intentionally 'busied', reducing the number of incoming lines for callers. The call treatment is the busy… View
Blocked Calls
Blocked calls can be the result of back busy or ACD configuration. With regard to the latter, ACDs can be configured to block calls when a cert… View
Call Priority
Call priority allows companies to prioritise the importance of calls. This means calls entering a queue behind other calls can be prioritised a… View
Call Routing
Calls can be routed by the ACD to groups of agents by a number of predetermined commands. This can include routing by; Skills, produ… View
Call Treatment
Call treatment refers to how a caller is treated having made a call. In this sense it means was the call: Answered Queued until a… View
Calling Line Identification (CLI)
CLI allows the callers number to be forwarded at the same time as the call to the recipient. Also known as Automatic Number Identification (ANI… View
Centrex
Centrex is a PBX-like service providing switching at the central office instead of at the customer's premises. Typically, the telephone company… View
Delayed Calls
A call is delayed when there are no agents avaialble to answer it and it is therefore placed in a call queue. … View
Dialled Number Identification Service (DNIS)
The DNIS allows the ACD to identify the number dialled by the caller. A trunk group could be made up of a number of DNIS numbers, Different… View
Direct Dial Inward (DDI)
This facility allows a caller to call an extension number direct without the need to go through a switchboard. … View
Dynamic Network Routing (DNR)
This facility allows the call centre to change where inbound calls are routed. … View
Forced Call
Agents receive calls when they are ready and available to take a call. Where supervisors are in queue management mode, they can force a call to… View
Grade of Service (GOS)
Also known as Service level(SL) and Telephone Service Factor (TSF) View
Hold Time - Trunks
This is the time trunks are occupied with calls. Even when calls are transferred the line can still be in use. … View
Home Working (Teleworking / Telecommuting)
This refers to the facility to work remotely from the contact centre at home using telecomms technology. … View
Hunt Group
Hunt Groups are a concept on PBX systems for distributing calls from one extension line to another or group of lines. The call, if the destinat… View
Integrated Services Digital Network (ISDN)
Integrated services digital network is a set of communications standards enabling traditional telephone lines to carry voice, digital network servi… View
Interactive Voice Response (IVR)
Interactive Voice Response or Recognition (IVR) View
Interflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Intraflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Logged Off
This refers to either a situation where the agent is absent or in work but logged-off the telephone system. Whilst agents are in work it is goo… View
Logged On
This refers to a state in which the agent is logged onto the telephone system. Once logged-on, agents are able to move into one of… View
Night Service
Night service is the out of hours treatment provided to your callers who phone when the contact centre is closed. This can consist of… View
Non-ACD Calls
As the title suggests, these are calls which are not distributed by the ACD. They are received by the agent on their own DDI. Hence, c… View
Overflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Primary Rate Interface (PRI) - ISDN
The other ISDN service available, along side BRI, is the primary rate interface (PRI), which is carried over an E1 (2048 kbit/s) in most parts… View
Private Branch Exchange (PBX)
A private branch exchange (PBX) is a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or tel… View
Public Switched Telephone Network (PSTN)
The public switched telephone network (PSTN) is the network of the world's public circuit-switched telephone networks, in much the same way tha… View
Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Queue Time
Queue time refers to the delay time of a call in a queue. … View
Queues - Physical & Logical
When a call queues it generally waits for the next available agent. However, a call can queue physically or logically dependent on the number… View
RAG Report
A RAG report refers to a report where standards or targets need to be identified. RAG stands for - R = Red / A = Amber / G = Green. A RAG repor… View
Real-Time Reports
Real-time reports show current ACD data including agent activity. The reporting interval is generally set in the ACD parameters of 15 - … View
Ring Time
Ring time refers to the time from dialing to being answered. It also refers to the time the ACD allocates the call to the logest waiting a… View
Service Level (SL)
Also known as Grade of Service (GOS) and Telephone Service Factor (TSF) View
Skills Based Routing (SBR)
Skills based routing (SBR) is an ACD facility that allows calls to be delivered to agents based on skill levels. For instance, there may be a n… View
Speech Recognition
Also known as Voice Recognition View
Trunk Load
Trunk load refers to the traffic carried by a line which is made up of both a call queuing and talk time. If no trunks are available the call t… View
Turret
A turret is the name for an ACD telephone handset which is used by a call centre agent. … View
Unavailable
Unavailable is a description of a state where the agent is not available to take calls. Some ACDs allow for a number of unavailable codes such … View
Virtual Call Centre
A virtual call centre refers to a call centre which is made up of two or more different sites. Take a billing call centre for a mobil… View
Visible Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Voice over IP (VoIP)
VoIP is 'using data network technologies and infrastructures as a medium for carrying real time voice communications' - this also applies f… View
Voice Recognition
Also known as Speech Recognition View
Walkaway Codes (AUX or Auxiliary)
Walkaway codes are used to define agent activity when they are logged into the ACD but working on a non-call related activity. (Also known a Auxili… View