ANI is a North American term, and Calling Line Identification (CLI) is an alternative term used elsewhere.ДЄuxiliary Work State.В An agent work state that is typically not associated with handling telephone calls. Caller ID is the local phone company version of ANI, and is delivered inband. ANI is delivered from long distance companies. ANI may arrive over the D channel of an ISDN PRI circuit (out of band signaling), or before the first ring on a single line (inband signaling).

May be a stand-alone system, or ACD capability built into a CO, network or PBX.ДЄutomatic Call Sequencer (ACS).В A simple system that is less sophisticated than an ACD, but provides some ACD-like functionality.ДЄutomatic Number Identification (ANI).В A telephone network feature that passes the number of the phone the caller is using to the call center, real-time. It is a programmable device that automatically answers calls, queues calls, distributes calls to agents, plays delay announcements to callers and provides real-time and historical reports on these activities.

This function can reside in an on-site system or in the network.ДЄutomatic Call Distributor (ACD).В The specialized telephone system used in incoming call centers. The system prompts callers to respond to choices (e.g., press one for this, two for thatЖ’вЂќ) and then coordinates with the ACD to send callers to specific destinations. See Auto Available.ДЄutomated Attendant.В A voice processing capability that automates the attendant function. When they have completed any After-Call Work required, they put themselves back into Available. See Auto Wrap-up.ДЄuto Greeting.В AgentвЂ™s pre-recorded greeting that plays automatically when a call arrives.ДЄuto Wrap-up.В An ACD feature whereby the ACD is programmed to automatically put agents into After-Call Work after they finish Talk Time and disconnect calls. If they need to go into After-Call Work, they have to manually put themselves there. See Voice Processing.ДЄuto Available.В An ACD feature whereby the ACD is programmed to automatically put agents into Available after they finish Talk Time and disconnect calls. Determines how the components work together, system capacity, upgradeability, and the ability to integrate with other systems.ДЄudiotex.В A voice processing capability that enables callers to automatically access pre-recorded announcements. ThatГЌs when billing for either the caller or the call center will begin, if long distance charges apply.ДЄnswered Call.В When referring to an agent group, a call is counted as answered when it reaches a call center agent.ДЄpplication Based Routing and Reporting.В The ACD capability to route and track transactions by type of call, or application (e.g., sales, service, etc.), versus the traditional method of routing and tracking by trunk group and agent group.ДЄrchitecture.В The basic design of a system. Signals are analogous to the original signal.ДЄnnouncement.В A recorded verbal message played to callers.ДЄnswer Supervision.В The signal sent by the ACD or other device to the local or long distance carrier to accept a call. What they donвЂ™t reveal is how many callers got busy signals when all trunks were busy.ДЄnalog.В Telephone transmission or switching that is not digital. Generally, reports indicate how many times all trunks were busy, and how much total time all trunks were busy. A collection of agents that share a common set of skills, such as being able to handle customer complaints.ДЄgent Out Call.В An outbound call placed by an agent.ДЄgent Status.В The mode an agent is in (Talk Time, After-Call Work, Unavailable, etc.).ДЄll Trunks Busy (ATB).В When all trunks are busy in a specified trunk group. Did we miss any?ДЄgent Group.В Also called Split, Gate, Queue or Skills Group. Also referred to as customer service representative (CSR), telephone sales or service representative (TSR), rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant and specialist. The agent is unavailable to receive another inbound call while in this mode.ДЄgent.В The person who handles incoming or outgoing calls. Often includes entering data, filling out forms and making outbound calls necessary to complete the transaction. Work that is necessitated by and immediately follows an inbound transaction. Certificate Intelligent Document ProcessingДЄfter-Call Work (ACW).В Also called Wrap-up and Post Call Processing (PCP).

Callcenter definition