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Trunks and Lines
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All Lines Busy - Engaged/Busy Tone
Also known as 'busy' or 'engaged' tone 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
Alphanumeric Numbers
There is a trend for alphanumeric telephone numbering, which essentially means that rather than using a sequence of numbers some of the numbers are… View
Asynchronous Transfer Mode (ATM)
Asynchronous transfer mode (ATM) is an electronic digital data transmission technology. ATM is implemented as a network protocol and was first deve… View
Average Response Time (ART)
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… 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
Basic Rate Interface (BRI) - ISDN
The entry level interface to ISDN is the basic rate interface (BRI), a 144 kbit/s service delivered over a pair of standard telephone copper wires.… 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
Broadband ISDN (B-ISDN)
In the 1980s the telecommunications industry expected that digital services would follow much the same pattern as voice services did on the public … 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
Erlang B
The most commonly used traffic model. Erlang B is used to work out how many lines are required if the traffic during the busiest hour i… View
Erlang B Extended
The most commonly used traffic model. Erlang B is used to work out how many lines are required if the traffic during the busiest hour i… View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… 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
Incoming Call Dimensions
Here are some of the key dimensions of an incoming call Call >> Network … 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
Internet Protocol (IP) Platforms
IP technology has, and is continuing to impact on the contact centre. Before the Internet boom (and therefore the mass use of web and email) these … View
Line Utilisation
It is important to understand the utilsation of lines to ensure callers do not receive a busy signal. Line utilsation reports will identif… 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
Occupancy & Service Level Relationship Graphs
This presentation shows you the clear relationship between occupancy and service level. You will see occupancy levels reduce, the higher the se… 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
Repeat Call Analysis - Busy Signals
Abandoned calls are readily identifiable from your ACD, however, the level of callers who receive a 'busy' or 'engaged' signal is g… View
Toll Free & Free Phone Numbers
This allows callers to pay no charges for dialling. Often sales contact centres will provide a free phone number to enhance sales.The numbers ar… 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
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