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Automatic Call Distributor
An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as Computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible." Background A Private Branch Exchange (PBX) is a telephone exchange device that acts as a switchboard to route phone calls within an organisation. This technology developed into Automated Call Distribution systems using computer technology to automa ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telephony
Telephony ( ) is the field of technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties. The history of telephony is intimately linked to the invention and development of the telephone. Telephony is commonly referred to as the construction or operation of telephones and telephonic systems and as a system of telecommunications in which telephonic equipment is employed in the transmission of speech or other sound between points, with or without the use of wires. The term is also used frequently to refer to computer hardware, software, and computer network systems, that perform functions traditionally performed by telephone equipment. In this context the technology is specifically referred to as Internet telephony, or voice over Internet Protocol (VoIP). Overview The first telephones were connected directly in pairs. Each user had a separate telephone wire ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automatic Number Identification
Automatic number identification (ANI) is a feature of a telecommunications network for automatically determining the origination telephone number on toll calls for billing purposes. Automatic number identification was originally created by the American Telephone and Telegraph Company (AT&T) for long distance service in the Bell System, eliminating the need for telephone operators to manually record calls. Modern ANI has two components: information digits, which identify the class of service, and the calling party billing telephone number. The term is also used to describe the functions of two-way radio selective calling that identify the transmitting user. ANI is distinct from newer caller ID services, such as call display, which are solely for informing a subscriber. Toll-free telephone numbers Modern toll-free telephone numbers, which generate itemized billing of all calls received instead of relying on the special fixed-rate trunks of the Bell System's original Inward WA ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Zip Tone
In telephony, a zip tone (also known as a whisper tone or call waiting tone) is a call-progress tone which indicates a new incoming call is either connecting or waiting depending on the application. Unlike a ringtone, which alerts those near a telephone to answer it, a zip tone alerts someone already on the line—for example a telephone operator, call center agent, or telephone subscriber with call waiting service—that action is needed for an incoming call such as pressing a button or reciting a phrase (e.g. "May I help you?"). Tone composition and customization The tone is typically a single, short burst (e.g. 440 Hz for 5 ms) but can also be customized with multiple bursts or tones to hint at the nature of the call, so the agent can answer the call with the appropriate greeting; or a subscriber may know that a specific caller is calling or number was dialed (see distinctive ring). In some automatic call distribution applications the standard tone can be completely replaced ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Communications System
A communications system or communication system is a collection of individual telecommunications networks, transmission systems, relay stations, tributary stations, and terminal equipment usually capable of interconnection and interoperation to form an integrated whole. The components of a communications system serve a common purpose, are technically compatible, use common procedures, respond to controls, and operate in union. Telecommunications is a method of communication (e.g., for sports broadcasting, mass media, journalism, etc.). Communication is the act of conveying intended meanings from one entity or group to another through the use of mutually understood signs and semiotic rules. Types By media An optical communication system is any form of telecommunication that uses light as the transmission medium. Equipment consists of a transmitter, which encodes a ''message'' into an optical '' signal'', a '' communication channel'', which carries the signal to its dest ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Number Five Crossbar Switching System
The Number Five Crossbar Switching System (5XB switch) is a telephone switch for telephone exchanges designed by Bell Labs and manufactured by Western Electric starting in 1947. It was used in the Bell System principally as a Class 5 telephone switch in the public switched telephone network (PSTN) until the early 1990s, when it was replaced with electronic switching systems. Variants were used as combined Class 4 and Class 5 systems in rural areas, and as a TWX switch. 5XB was originally intended to bring the benefits of crossbar switching to towns and small cities with only a few thousand telephone lines. The typical starting size was 3000 to 5000 lines, but the system had essentially unlimited growth capacity. The earlier 1XB urban crossbar was impractically expensive in small installations, and had difficulties handling large trunk groups. 5XB was converted to wire spring relays in the 1950s and otherwise upgraded in the 1960s to serve exchanges with tens of thousands of l ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Screen Pop
Screen pop is a call centre term that refers to the feature of a computer telephony integration (CTI) which automatically displays customer information via a window or dialog box on an agent's computer upon answering a customer's call. For ''inbound'' calls, the data displayed typically contains call information such as: * Caller ID (CID) * Automatic number identification (ANI) * Dialed Number Identification Service (DNIS) * Information entered from an Interactive voice response (IVR) system. * Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent. For ''outbound'' calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record. See also * Computer telephony integration Computer telephony integration, also called computer–telephone integration or CTI, is a com ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Call Centre
A call centre ( Commonwealth spelling) or call center ( American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email. A call center was previously seen to be an open workspace for call center agents, with workstations that include a computer ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Skills-based Routing
Skills-based routing (SBR), or skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the automatic call distributor (ACD) systems found in most call centres. The need for skills-based routing has arisen as call centres have become larger and dealt with a wider variety of call types. In the past, agents answering calls were generally able to be assigned to only one queue taking one type of call. This meant that agents who could deal with a range of call types had to be manually reassigned to different queue at different times of the day to make the best use of their skills, or face being exposed to a wide variety of calls for which they were not trained. With skills-based routing, the skills needed for a particular call are often assessed by the dialled telephone number and the calling number or caller's identity, as well as choices ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Phone Call
A telephone call is a connection over a telephone network between the called party and the calling party. First telephone call The first telephone call was made on March 10, 1876, by Alexander Graham Bell. Bell demonstrated his ability to "talk with electricity" by transmitting a call to his assistant, Thomas Watson. The first words transmitted were "Mr Watson, come here. I want to see you." This event has been called Bell's "greatest success", as it demonstrated the first successful use of the telephone. Although it was his greatest success, he refused to have a telephone in his own home because it was something he invented by mistake and saw it as a distraction from his main studies. Information transmission A telephone call may carry ordinary voice transmission using a telephone, data transmission when the calling party and called party are using modems, or facsimile transmission when they are using fax machines. The call may use land line, mobile phone, satellite pho ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Dialed Number Identification Service
Dialed Number Identification Service (DNIS) is a service offered by telecommunications companies to corporate clients which identifies the originally dialed telephone number of an inbound call. The client may use this information for call routing to internal destinations or activation of special call handling. For DNIS service, the telephone company sends a sequence of typically four to ten digits during call setup. Direct inward dial (DID) service also provides DNIS. For example, a company may have a different toll-free telephone number for each product line it sells, or for multilingual customer support. If a call center is handling calls for multiple product lines, the corporate telephone system that receives the call analyzes the DNIS signaling and may play an appropriate recorded greeting. For interactive voice response (IVR) systems, DNIS is used as routing information for dispatching purposes, to determine which script or service should be activated based on the number that ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Interactive Voice Response
Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telecommunications, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many predictive dialer systems. IVR systems can be used standing alone to create self-service solutions for mobile purchases, banking payments, services, retail orders, utilities, travel information and weather conditions. In combination with systems such an automated attendant and ACD, call routing can be optimized for a better ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
