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Glossary |
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Gate. - An ACD routing division that allows contacts arriving on specific telephone trunks or certain transaction types to be answered by specific groups of employees. Also referred to as split or group. Grade Of Service. - The definition of service on telecommunications transmission facilities. Grade of service is typically defined as a "P" factor - the probability of encountering a busy signal on a trunk or group of trunks. For example, a P01 grade of service means that one percent of calls will encounter a busy signal. |
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