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Autodialer
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 general term for technologies that coordinate interactions between telephone, telephones and a computer, computers to be coordinated. The term is predominantly used to describe desktop computer, desktop-based applications that improve user efficiency, though it can also refer to server-based functionality such as automatic phone call, call routing. See also * Automatic number identification (ANI) * Automatic call distributor * Dialed Number Identification Service (DNIS) * PhoneValet Message Center * Predictive dialer * Screen pop * Telephony Application Programming Interface (TAPI) * Telephony Server Application Programming Interface (TSAPI) * Computer-supported telecommunications applications (CSTA) * Multi-Vendor Integration Protocol References External links User Agent CSTA (uaCSTA) - TR/87 - ECMA International {{Telecommunications Computer telephony integration, Telephone serv ... [...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 inquiries 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 of 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 as an open workspace for call center agents, with workstations that included a compute ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automatic Call Distribution
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (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 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 en ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Private Branch Exchange
A business telephone system is a telephone system typically used in business environments, encompassing the range of 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 for call handling. Business telephone systems are often broadly classified into key telephone systems and private branch exchanges, but many combinations (hybrid telephone 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 a switchboard to establish connections between the central office trunks and stations, or between stations. Technologically, private branch exchanges share lineage with central ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Public Switched Telephone Network
The public switched telephone network (PSTN) is the aggregate of the world's telephone networks that are operated by national, regional, or local telephony operators. It provides infrastructure and services for public telephony. The PSTN consists of telephone lines, fiber-optic cables, microwave transmission links, cellular networks, communications satellites, and undersea telephone cables interconnected by switching centers, such as central offices, network tandems, and international gateways, which allow telephone users to communicate with each other. Originally a network of fixed-line analog telephone systems, the PSTN is now predominantly digital in its core network and includes terrestrial cellular, satellite, and landline systems. These interconnected networks enable global communication, allowing calls to be made to and from nearly any telephone worldwide. Many of these networks are progressively transitioning to Internet Protocol to carry their telephony traffi ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telephone Switch
A telephone exchange, telephone switch, or central office is a central component of a telecommunications system in the public switched telephone network (PSTN) or in large enterprises. It facilitates the establishment of communication circuits, enabling telephone calls between subscribers. The term "central office" can also refer to a central location for fiber optic equipment for a fiber internet provider. In historical perspective, telecommunication terminology has evolved with time. The term ''telephone exchange'' is often used synonymously with ''central office'', a Bell System term. A central office is defined as the telephone switch controlling connections for one or more central office prefixes. However, it also often denotes the building used to house the inside plant equipment for multiple telephone exchange areas. In North America, the term ''wire center'' may be used to denote a central office location, indicating a facility that provides a telephone with a dial tone ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Human Interface Device
A human interface device (HID) is a type of computer device usually used by humans that takes input from or provides 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 innova ... [...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 the European Telecommunications Standards Institute (ETSI). 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 ... [...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. While a calling party will typically pay the fee for making a call, in a collect call (also known as a reverse charge call), it is instead the called party that pays the fee for the call. 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 or cell phone is a portable telephone that allows users t ... [...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 United Kingdom, UK and some Commonwealth countries, ansaphone or ansafone (from a trade name), or telephone answering device (TAD), is used for answering telephone calls and recording callers' messages. When a telephone rings a set number of times predetermined by the call's recipient the answering machine will activate and play either a generic announcement or a customized greeting created by the recipient. Unlike voicemail, an answering machine is placed at the user's premises alongside—or incorporated within—the user's landline telephone, and unlike operator messaging, the caller does not talk to a human. As landlines become less important due to the shift to cell phone technology, and as unified communications evolve, the installed base of TADs is shrinking. History Most 20th-century answering machines used magnetic recording, which Valdemar Poulsen invent ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Fax Machine
Fax (short for facsimile), sometimes called telecopying or telefax (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 transmit an audio-encoded digital representation of the page, using data compression to transmit areas that are all-white or all-black, more quickly. Initially a niche product, fax machines became ubiquitous in offices in the 1980s ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Nuisance Call
A nuisance call is an unwanted and 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 can (at som ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
