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Auto Dialer
In computer telephony an automatic dialler (shortened to an auto-dialler or more simply in context just a dialler, and also known as an outbound dialler) is a computer system that makes outgoing calls from a call centre to customers from call agents based upon a loaded list of contacts. Whereas automatic call distribution (ACD) distributes ''inbound'' calls to a call centre amongst its agents, an auto dialler makes ''outbound'' calls and comes in several forms. Auto diallers are responsible for providing management information to call centre operators, including how many outbound calls each agent has handled. In more sophisticated computer telephony systems, a single system handles both ACD of inbound calls and dialling of outbound calls, allowing agents to be switched between the two as traffic volumes require. In their earlier forms, diallers would be proprietary standalone systems that connected directly to a private branch exchange or even to the public switched telephone net ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Computer Telephony
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing. Common functions By application type CTI applications tend to run on either a user's desktop, or an unattended server. ;Common desktop functions provided by CTI applications * Screen popping - Call information display (caller's number (ANI), number dialed (DNIS), and Screen pop on answer, with or without using calling line data. Generally this is used to search a business application for the caller's details. *Dialing - Automatic dialing and computer-controlled dialing (power dial, preview dial, and predictive dial). *Phone control - Includes call control (answer, hang up, hold, conference, etc.) ... [...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 and d ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automatic Call Distribution
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 automati ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Private Branch Exchange
A business telephone system is a multiline telephone system typically used in business environments, encompassing systems ranging in technology from the key telephone system (KTS) to the private branch exchange (PBX). A business telephone system differs from an installation of several telephones with multiple central office (CO) lines in that the CO lines used are directly controllable in key telephone systems from multiple telephone stations, and that such a system often provides additional features related to call handling. Business telephone systems are often broadly classified into key telephone systems, and private branch exchanges, but many hybrid systems exist. A key telephone system was originally distinguished from a private branch exchange in that it did not require an operator or attendant at the switchboard to establish connections between the central office trunks and stations, or between stations. Technologically, private branch exchanges share lineage with centra ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Public Switched Telephone Network
The public switched telephone network (PSTN) provides Communications infrastructure, infrastructure and services for public Telecommunications, telecommunication. The PSTN is the aggregate of the world's circuit-switched telephone networks that are operated by national, regional, or local telephony operators. These consist of telephone lines, fiber optic cables, microwave transmission links, Routing in cellular networks, cellular networks, communications satellites, and undersea telephone cables, all interconnected by switching centers which allow most telephones to communicate with each other. Originally a network of fixed-line Analog signal processing, analog telephone systems, the PSTN is now almost entirely digital in its core network and includes mobile and other networks, as well as fixed telephones. The technical operation of the PSTN adheres to the standards created by the ITU-T. These standards allow different networks in different countries to interconnect seamlessly. ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telephone Switch
telephone exchange, telephone switch, or central office is a telecommunications system used in the public switched telephone network (PSTN) or in large enterprises. It interconnects telephone subscriber lines or virtual circuits of digital systems to establish telephone calls between subscribers. In historical perspective, telecommunication terms have been used with different semantics over time. The term ''telephone exchange'' is often used synonymously with ''central office'', a Bell System term. Often, a ''central office'' is defined as a building used to house the inside plant equipment of potentially several telephone exchanges, each serving a certain geographical area. Such an area has also been referred to as the exchange or exchange area. In North America, a central office location may also be identified as a ''wire center'', designating a facility to which a telephone is connected and obtains dial tone. For business and billing purposes, telecommunication carriers defin ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Human Interface Device
A human interface device or HID is a type of computer device usually used by humans that takes input from humans and gives output to humans. The term "HID" most commonly refers to the USB-HID specification. The term was coined by Mike Van Flandern of Microsoft when he proposed that the USB committee create a Human Input Device class working group. The working group was renamed as the Human Interface Device class at the suggestion of Tom Schmidt of DEC because the proposed standard supported bi-directional communication. HID standard The HID standard was adopted primarily to enable innovation in PC input devices and to simplify the process of installing such devices. Prior to the introduction of the HID concept, devices usually conformed to strictly defined protocols for mouse, keyboards and joysticks; for example, the standard mouse protocol at the time supported relative X- and Y-axis data and binary input for up to two buttons, with no legacy support. All hardware in ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Call-progress Tone
In telephony, call progress tones are audible tones that provide an indication of the status of a telephone call to the user. The tones are generated by a central office or a private branch exchange (PBX) to the calling party. Telecommunication equipment such as fax machines and modems are designed to recognize certain tones, such as dial tone and busy tone. The ITU-T E.180 and E.182 recommendations define the technical characteristics and intended usage of some of these tones. ToneScript is a tone description format that may be used to specify the tone. Many European systems follow the recommendations of ETSI, European Telecommunications Standards Institute Types *Busy tone (or busy signal) * Comfort tone *Conference call tone *Confirmation tone *Congestion tone *Dial tone *Disconnect tone *End of three-party service tone ( three-way calling) *Executive override tone * Holding tone *Preemption tone *Queue tone *Recall dial tone *Record tone * Recorder warning tone *Reorder t ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Called Party
The called party (in some contexts called the "B-Number") is a person who (or device that) answers a telephone call. The person who (or device that) initiates a telephone call is the calling party. In some situations, the called party may number more than one. Such an instance is known as a conference call. In some systems, only one called party is contacted at each event. To initiate a conference call the calling party contacts the first called party, then this person contacts the second called party, but audio is transferred to both called parties. In a collect call (i.e. reverse charge), the called party pays the fee for the call, when it is usually the calling party that does so. The called party also pays if the number dialed is a toll-free telephone number. In some countries such as Canada, the United States and China, users of mobile phone A mobile phone, cellular phone, cell phone, cellphone, handphone, hand phone or pocket phone, sometimes shortened to simply mobil ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Answering Machine
An answering machine, answerphone or message machine, also known as telephone messaging machine (or TAM) in the UK and some Commonwealth countries, ansaphone or ansafone (from a trade name), or telephone answering device (TAD), was used for answering telephones and recording callers' messages. If a phone rings a number of times predetermined by the phone's owner, and nobody is present to answer the incoming call, the answering machine will activate and play either a generic announcement or the voice of the person being called announcing that nobody is able to come to the phone at the moment. Following the announcement is a beeping tone which prompts the caller to record a message after the tone concludes. Unlike voicemail, which can be a centralized or networked system that covers, and mostly extends, similar functions, an answering machine is set up in the user's premises alongside—or incorporated within—the user's land-line telephone. Unlike operator messaging, the ca ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Fax Machine
Fax (short for facsimile), sometimes called telecopying or telefax (the latter short for telefacsimile), is the telephonic transmission of scanned printed material (both text and images), normally to a telephone number connected to a printer or other output device. The original document is scanned with a fax machine (or a telecopier), which processes the contents (text or images) as a single fixed graphic image, converting it into a bitmap, and then transmitting it through the telephone system in the form of audio-frequency tones. The receiving fax machine interprets the tones and reconstructs the image, printing a paper copy. Early systems used direct conversions of image darkness to audio tone in a continuous or analog manner. Since the 1980s, most machines modulate the transmitted audio frequencies using a digital representation of the page which is compressed to quickly transmit areas which are all-white or all-black. Fax machines were ubiquitous in office environments in t ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Nuisance Call
Nuisance calls encompass any type of unwanted, unsolicited, telephone call. Common types of nuisance calls include prank calls, telemarketing calls, and silent calls. Obscene phone calls and other threatening calls are criminal acts in most jurisdictions, particularly when hate crime is involved. Unsolicited calls may also be used to initiate telephone frauds. Fax machines may also receive junk faxes via unsolicited calls. Caller ID provides some protection against unwanted calls, but can still be turned off by the calling party. Even where end-user Caller ID is not available, calls are still logged, both in billing records at the originating telco and via automatic number identification, so the perpetrator's phone number can still be discovered in many cases. However, these do not provide complete protection: harassers can use payphones and, in some cases, caller ID (but not necessarily automatic number identification itself) can be spoofed or blocked. Mobile telephone abusers c ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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