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List of Terms
ACD
Agent
Analog
ANI
Assigned
Extension
System Infrastructure Guide
Abbreviation for Automatic Call Distributor. A system used to
distribute calls placed to a call center to Agents when they are
free. The system manages customer queues to make this process
as efficient as possible. Unlike a PBX, there are more inbound
telephone lines than Agents. The switch is typically non-
blocking in that any call can be routed to any agent.
Any person who receives or makes contact with customers or
prospects on behalf of an organization in a customer interaction
center environment. Agents receive contacts via telephone,
email, and web interactions with customers, and are usually the
first point of contact with customers.
In telecommunications refers to a transmission standard that
uses variable frequencies and amplitudes of electrical impulses
to emulate the audio waveform of sound. A standard analog
telephone line to domestic premises uses this technology.
Abbreviation for Automatic Number Identification. ANI
displays the phone number of the calling party. Also known as
Calling Line Identification (CLI).
Telephone numbers on the switch that are assigned to agents
(persons being monitored) or telephones in an organization.
This may or may not be the agent's phone or ACD login.
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