Talk Time. - The elapsed time from when an agent answers a call until the agent disconnects.

Telecommuting. - Use of a telephone and/or computer system in the home that allows an employee perform job duties and to communicate with the office without actually traveling to and from work.

Teleconferencing. - A conference between persons remote from one another but linked by a telecommunications system.

Toll Free. - A service that enables customers to place calls to an organization without incurring a long-distance charge. Numbers include 800 and 888 dialing codes.

Touch Tone. - See Dual-Tone Multi-Frequency (DTMF).

Traffic Engineering. - The art and science of designing facilities and resources to meet user requirements

Traffic Study. - A study to determine the levels of traffic that a system is presently handling. It consists of a count of contacts classified by types (incoming, outgoing, local, long distance,). The data obtained is used to forecast future traffic, which, in turn, is used in determining new system requirements.

Trunk Group. - Several trunks provided as a group by the local telephone company or other carrier. Generally, all trunks in the group will be in use before a busy signal is returned to the caller.

Trunk Hold Time. - The total length of time that a trunk is occupied by a particular call, from the moment the ringing is detected by the ACD to the moment the call is disconnected.

Trunk. - A single transmission channel between two points, both of which are either switching centers or nodes, or both.

TSF (Telephone Service Factor). - The Telephone Service Factor is the percent of calls answered in a defined number of seconds. The calculation for TSF may vary depending o