ACD: Automated Call Distributor
ACE: Access Control Entry
ACL: Access Control List
ANI: Automatic Number Identification
Blocked: agent setting that prevents them from using the system when they are not scheduled
Campaign Transfer: [option located on the Transfers tab] For the quiet/regular handoff of calls between agents on the SingleComm platform. These can be from Agent1 to Agent2 within the same or different campaign(s).
Cold Transfer: Call handoff in which Agent1 hits the transfer button and hangs-up immediately, leaving the caller to wait for Agent2 to pickup the call (frequently a transfer to a queue).
CDR: Call Detail Record
Destination Transfer: [option located on the Transfers tab] For the handoff of calls from agents on the SingleComm platform to a third party.
*Script data transfer is not supported in this transfer type.
Dial Back: the act of calling back an inbound call
DID: Direct Inward Dialing- provides service for multiple telephone numbers over one or more analog or digital physical circuits to a PBX extension that is directly accessible for an outside caller.
Disposition: outcome of a call
DNC: Do Not Call
DNIS: Dialed Number Identification Service- identifies which telephone number was dialed by the caller
IVR: Interactive Voice Response- allows callers to interact with phone system via keypad or speech recognition
IVR Transfer: [option located on the Transfers tab] For the cold transfer of calls from an agent straight to a queue.
MoH: Music on Hold
NPS: Net Promoter Score- measures an agent's level of provided service based on customer feedback after a call
Override: Shift status that occurs when a supervisors manually unblocks an agent
PBX: Private Branch Exchange- type of phone switching system
PCI: Payment Card Industry- sets the standard for collecting and storing credit card information
PII: Personally Identifiable Information- any type of data that can be tied to a specific individual
Quiet Transfer: Call handoff type in which the consumer cannot hear Agent2's phone ringing or answering. Caller is not able to listen in on the interaction between Agent1 and Agent2.
RBR: Rank Based Routing
Regular Transfer: Call handoff type in which the consumer hears Agent2's phone ringing and then answering. Caller can listen in on the interaction between Agent1 and Agent2.
Redial: the act of calling back an outbound call
SBR: Skills Based Routing
SE: Scripting Engine, legacy term for the CX Create platform
SLA: Service Level Agreement
TFN: Toll Free Number
Unblocked: Shift status for agents' currently in a shift
Warm Transfer: Call handoff in which Agent1 stays on the line and introduces Consumer to Agent2 before dropping (and they sometimes even all talk together for a while to make sure Agent2 can help).