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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] |
Telephony
Telephony ( ) is the field of technology involving the development, application, and deployment of telecommunications 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 W ... [...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?"). This way of offering an incoming call to an available call center agent is also referred to as 'call forcing' or 'forced calling'. Tone composition and customization The tone is typically a single, short burst (e.g. 440 hertz for 5 milliseconds) 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 c ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Vector Directory Number
A vector directory number (VDN) is an extension on an automatic call distributor that directs an incoming call to a "vector" — a user-defined sequence of functions that may be performed, such as routing the call to a destination, giving a busy signal, or playing a recorded message. This number is a "soft" extension number not assigned to an equipment location. VDNs must be set up according to the customer's dial plan and the optional vectoring software Software consists of computer programs that instruct the Execution (computing), execution of a computer. Software also includes design documents and specifications. The history of software is closely tied to the development of digital comput ... must be enabled. VDN is used in different call center environments. See also * Virtual number References External linksVirtual Phone Number Telephone numbers Computer telephony integration {{telephonenumber-stub ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Communications System
A communications system is a collection of individual telecommunications networks systems, relay stations, tributary stations, and terminal equipment usually capable of interconnection and interoperation to form an integrated whole. Communication systems allow the transfer of information from one place to another or from one device to another through a specified channel or medium. The components of a communications system serve a common purpose, are technically compatible, use common procedures, respond to controls, and operate in union. In the structure of a communication system, the transmitter first converts the data received from the source into a light signal and transmits it through the medium to the destination of the receiver. The receiver connected at the receiving end converts it to digital data, maintaining certain protocols e.g. FTP, ISP assigned protocols etc. Telecommunications is a method of communication (e.g., for sports broadcasting, mass media, journali ... [...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 ... [...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 ge ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Computer Telephony Integration
Computer-telephony integration, also called computer–telephone integration or CTI, is a general term for technologies that coordinate interactions between telephones and a computers to be coordinated. The term is predominantly used to describe desktop-based applications that improve user efficiency, though it can also refer to server-based functionality such as automatic call routing Routing is the process of selecting a path for traffic in a Network theory, network or between or across multiple networks. Broadly, routing is performed in many types of networks, including circuit-switched networks, such as the public switched .... 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 telecommunication ... [...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] |
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, phone call, voice call, or simply a call, is the effective use of a connection over a telephone network between the calling party and the called party. Telephone calls are the form of human communication that was first enabled by the development of the telephone and several inventions in the mid- to late-19th century. Initial technology involved point-to-point electrical wire connections between telephone installations, until centralized exchanges evolved where Switchboard operator, telephone operators established each interconnection manually at a telephone switchboard after asking the calling party for their call destination. After the invention of automatic telephone exchanges in the 1890s, the process became increasingly automated, eventually leading to the widespread adoption of digital exchanges in the second half of the 20th century, including the transition to wireless communication via mobile telephone networks and cellular networks. With the developm ... [...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 Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of v ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
