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Glossary |
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Data Directed Call Routing. - A capability whereby an ACD can automatically process calls based on data provided by a database of information resident in a separate data system. For example, a caller inputs an account number via touch-tone phone. The number is sent to a data system holding a database of information on customers. The number is identified, validated and the call is distributed automatically based on the specific account type. Data Mart. - A small, single subject warehouse used by individual groups of users. Data Mining. - The automatic detection of trends and associations contained in a set of customer data. Data Warehouse. - Collection of physical data stores designed to present an historical perspective of events or transactions that occur in an enterprise. Database - Collection of data structured and organized in a disciplined fashion for quick and easy access to information of interest. Day Of Week Routing. - The routing of calls to different destinations based on time of day. Generally used to route calls to alternate sites or automated systems on weekend days or holidays when agents may not be available at traditional destination. Delay Announcements. - Recorded announcements played to holding callers containing information and requesting their patience in waiting for an agent. Delay Or Queue Time. - The time callers remain in queue waiting for an agent to become free. May include the time listening to the delay announcements, but does not include the time spent going through an automated attendant menu system selecting choices that result in direction of the call to a specific resource or agent group. This statistic is calculated by the ACD system and may vary among vendor products. Desktop Application - Computer software programs used to accomplish a variety of tasks. Word processors, spreadsheets, database, contact management and graphics programs are all examples of desktop applications DNIS (Dialed Number Identification Service). - DNIS is a feature of 800 and 900 lines that provides the number the caller dialed to the receiving switch. Using DNIS capabilities, one trunk group can be used to serve multiple applications. The DNIS number can be provided in a number of ways, in-band or out-of-band, ISDN or via a separate data channel. Generally, a DNIS number will be used to identify to the answering telephone system the "application" the caller dialed. Double Jack. - The act of plugging two headsets into one telephone set or workstation for the purpose of two persons listening to the same contact. DTMF (Dual-Tone Multi Frequency). - A method of signaling a desired telephone number by sending tones on a telephone line. Often referred to as touch-tone. |
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