Abilities: Proficiencies used to rank an agent. Examples may include:
commit_percentage, average_handle_time. Abilities are bundled into Skills which can be used to route calls.
ACD: [Automated Call Distributor] Where all call interaction and call life cycle takes place. In SingleComm, the agent logs into the ACD to answer calls and it is where the Supervisors and Admins set up routing, IVR, number groups, etc.
ACE: [Access Control Entry] Control point that describes the permissions of a single user or group of users located within an ACL.
ACL: [Access Control List] A list of permissions that allow you to control what parts of the ACD can be accessed by users or agents, and what level of access they are allowed.
Administrator: Highest level of user access that allows for editing and access controls of programs, user groups, destinations, and gateways.
Agent: ACD location that is the Agent platform for calls. Also refers to the person using the ACD for inbound or outbound calling.
Agent Management: ACD location to add, delete, and assign agents to campaigns.
ANI: [Automatic Number Identification] Not to be confused with CLID. ANI is the ultimate determination of the origination of a call (most telephone switches on PSTN will pass the original ANI along. However if a MIM switch is taking the call and initiating a new call, the ANI can be manipulated).
ANI2: [Automatic Number Identification (2)] Pieces of extra information that can be garnered regarding the origination of a call. Commonly used to determine if the call is from a mobile device.
Answered Dials (Predictive Dialer term): Number of calls that were answered
Answering Machines (Predictive Dialer term): Number of calls that were greeted with a voice message service.
AOV: [Average Order Value] Average dollar amount spent each time a customer places an order.
API: [Application Programming Interface] A way for two different systems to communicate information from one to another. Commonly used APIs are REST / SOAP / Socket and other communication types.
ASA: [Average Speed of Answer] The time it takes for calls to be answered from the instant a customer is placed in a queue to the moment an agent answers the call.
Asterisk: Popular brand of PBX software.
B Channel: [Bearer Channel] Primary data or voice channel(s) in an ISDN.
Blocked: Agent setting that prevents them from using the system when they are not scheduled
BRI: [Basic Rate Interface] An ISDN configuration consisting of 2 data (bearer) channels and 1 control (delta) channel that uses the existing telephone infrastructure at a business. Also referred to as 2B+D or 2B1D.
Campaign: A call center’s focused effort centered on a product or initiative. Campaigns may be Inbound or Outbound, and must be part of a Program.
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).
CAT: [Cascaded Ability Telemetry] Implemented as a subtype of skills based routing, this call distribution method utilizes a single required skill, then views the subsequent skills as tie-breakers.
CB: [Callback] A secondary outbound call in which an agent contacts a customer after an initial IB or OB call. Also referred to as Followup.
CDR: [Call Detail Record] Documented details about a call.
CIC: [Carrier Identification Code] Pronounced “kick,” this is a NANPA assigned 4-digit code Used for billing purposes and routing calls over the interconnected PSTN.
CID: [Caller ID] Caller’s displayed phone number. Another name for CLID, CND, CNID
CLEC: [Competitive Local Exchange Carrier] A telecom provider that is competing with an already-established carrier. (i.e. Bandwidth / Blitz / Intelepeer / NexVortex)
CLID: [Calling Line Identification Display] Number that a caller is calling from. This information CAN be manipulated by equipment to display alternative Ids. Sometimes shortened as CLI, and also known as CID, CND, CNID, or CLIP.
CLIP: [Calling Line Identification Presentation] Caller’s displayed phone number. Another name for CLID, CID, CND, or CNID.
CND: [Calling Number Display] Caller’s displayed phone number. Another name for CLID, CID, CNID, or CLIP.
CNID: [Calling Number Identification] Caller’s displayed phone number. Another name for CLID, CID, CND, or CLIP.
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).
D Channel: [Delta Channel] Control and signaling information channel in an ISDN.
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] Referring to the Do Not Call Scrub list (DNCScrub.com) for removing numbers from lead lists due to the person being registered on the National Do Not Call List.
DNIS: [Dialed Number Identification Service] Identifies which telephone number was dialed by the caller. Helps to determine what application/campaign to run when it hits a Trunk Group.
Dormant Leads (Predictive Dialer term): Leads that have engaged in the past but have been unsuccessful in re-engagement. AKA- Leads Dormant, Unscrubbed Leads.
EBR: [Established Business Relationship] In relation to the DNC, an existing relationship exists between the client and the lead, meaning DNC rules do not apply. (Someone has essentially subscribed to the client’s business and it is safe to call them, regardless of their DNC status).
FreeSwitch: Open-source software for real-time communication protocols using audio, video, text, etc.
Gateway: Connects the ACD to the telephony carrier used for any outbound leg of the call.
Hung UP During AMD (Predictive Dialer term): Number of calls that hung with an Answering Machine Device.
HUP: [Hangup] Common disposition used on a call to indicate that the caller (if inbound) or receiver (if outbound) has hung up.
IB: [Inbound] Call type indicating that a caller has dialed in to the agent (customer contacts agent).
Inbound Campaign: Campaign type designed for a customer to call in to an agent in order to get information or complete a transaction.
ISDN: [Integrated Services Digital Network] Communication system that transmits voice, video, or data through the PSTN.
IVR: [Interactive Voice Response] System that 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.
Leads Dialable (Predictive Dialer term): Total number of leads that are dialable based on Sheet data, and on scrubbing and OB list settings.
Leads Dialable Now (Predictive Dialer term): Leads that can be contacted right away.
Leads Dormant (Predictive Dialer term): Leads that have engaged in the past but have been unsuccessful in re-engagement. AKA Dormant Leads, Unscrubbed Leads.
LOA: [Letter of Authorization] A legal document that allows a trusted third party access to information like contracts and records. Required to initiate a RespOrg adjustment, or change in ownership of a phone number from one carrier to another.
Locked (Predictive Dialer term): Each time the dialer is checking channels to see if it needs to add some more dials, it establishes a temporary lock which usually goes away after a moment or so unless something went wrong, at which point a technician would be needed.
MIM [Man in the Middle] A method of relaying information from one point to another potentially without either end knowing of the transaction.
MoH: Music on Hold
MRCP: [Media Resource Control Protocol] Protocol used to stream recorded information from source to destination (usually a speech engine) to translate the spoken word into text.
NANP: [North American Numbering Plan] Numbering plan of the PSTN serving 20 North American countries. i.e. 587-585-1106 / NPA - NXX - XXXX (Extension)
NANPA: [North American Number Plan Administrator] Holds overall responsibility for the neutral administration of NANP numbering resources.
NPA: [Numbering Plan Area] Three-digit number that identifies the telephone service region.
Commonly known as an area code. i.e. 587-585-1106 / NPA - NXX - XXXX (Extension)
NPS: [Net Promoter Score] Measures an agent's level of provided service based on customer feedback after a call
Number Group: A pool of unused telephone numbers for inbound campaigns or outbound campaigns that have Followup or Callback capabilities.
NXX: The second set of three digits of an NANP telephone number. Also referred to as a prefix. i.e. 587-585-1106 / NPA - NXX - XXXX (Extension)
OB: [Outbound] Call type that has originated on the agent side (agent contacts customer).
OBTM: [Outbound Telemarketing] Broad term for all outbound call center activities.
OC Campaign Creator: [Omnichannel Campaign Creator] Location within the SC ACD for creating Omnichannel programs and campaigns.
OC Dashboard: [Omnichannel Dashboard] Location within the SC ACD for agents to monitor OC activity.
Omnichannel: SingleComm's real-time chat module. It expands communication options by adding web chat, email messaging, SMS (text) messaging, and Facebook Messenger.
Outbound Campaign: Campaign type designed for agents to make outgoing calls to customers in order to gather information or complete a transaction.
Outbound Management: The maintenance of OB campaigns, including adjusting agent and campaign weights, prioritizing touched and untouched leads, scrubbing leads, and managing lead lists.
Override: Shift status that occurs when a supervisors manually unblocks an agent so that the agent can take calls.
PAN: [Personal Account Number] a.k.a. credit card number
PANS: [Pretty Amazing New Services] Deprecated ISDN PRI / T1 interface used to communicate through the PSTN. Use of ANI / DNIS through a trunk group requires sophisticated switching equipment.
PBX: [Private Branch Exchange] Type of private phone switching system (such as Asterisk or FreeSWITCH) that allows intelligent routing of calls to different endpoints.)
PCI DSS: [Payment Card Industry Data Security Standard] Compliance rules for the control of cardholder data and reduction of credit card fraud.
PII: [Personally Identifiable Information] Any type of data that can be tied to a specific individual.
POTS: [Plain Old Telephone System] Single line communication device where one number rings to one phone.
PRI: [Primary Rate Interface] Phone system standard used to carry multiple voice/data lines over traditional copper wires and connected to the PSTN. It is the enterprise/office telecom standard.
Program: Collection of client campaigns, number groups, numbers, IVRs, and scripts.
Programs/Clients: Location within the SC ACD that houses a comprehensive list of all programs. This is where you can edit and add campaigns, IVRs, MoH, and numbers.
PSTN: [Public Switched Telephone Network] Standard wire communications signaling commonly used by telephone operators / carriers.
QA: [Quality Assurance] Call auditing by internal or external auditors.
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] Call distribution type which uses an agent’s assigned score to prioritize the routing of calls.
Real-Time: At the current time, or right away.
Redial: The act of calling back an outbound call.
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 before Agent1 leaves the call.
RespOrg: [Responsible Organization] Part of the NANP, this is who maintains the registration for individual TFNs.
RESTful: [Representational State Transfer] Commonly used request/ responses (GET, POST, PUT, DELETE, etc.) used in conjunction with HTTP requests to URLs for communication between locations.
SBR: [Skills Based Routing] Call distribution type which uses an agent’s ranked abilities to prioritize the routing of calls.
Schedules: SC ACD location for creating schedules for custom configurations for the IVR. Used for controlling which guided interaction is presented and when A/B & Multivariate tests are active.
Script Wrapper: Needed for the successful creation of a Voice program. Also called a Wrapper Script, it attaches a campaign to a script in the SC ACD.
SE: Scripting Engine, legacy term for the SC WorkFlow platform
Sheets: Can be used for a multitude of tasks, including lead lists for OBTM, the bulk upload of agent skills or campaign assignments via API feed, or for the storage of large amounts of data that can be called upon from within a guided interaction via integration or custom object.
SIP: [Session Initiation Protocol] A text-based protocol used in internet telephony for initiating, maintaining, and terminating communication sessions that include voice, video and messaging applications.
Skills: (part of Agent Management) Collection of individual Abilities that can be used to rank an agent for the routing of calls.
SLA: [Service Level Agreement] A commitment between provider and customer for the delivery of services.
SOAP: [Simple Object Access Protocol] API in which communication is passed back and forth using XML language. Heavier than JSON, but simpler to implement structured documented services. Heavily used in .NET architecture.
Socket: API that enables you to perform the following primary communication functions between application programs:
--Set up and establish connections to other users on the network
--Send and receive data to and from other users
--Close down connections
Stream: Any campaign within OmniChannel. Streams can include web chat, Facebook, Twilio, etc.
Supervisor: User role within the SC ACD that grants more permissions than an agent, but less than an Administrator. Supervisors can view the real-time overview of agents, calls in the queue, calls in the IVR, and feedback reports.
TFN: [Toll Free Number] Any phone number that users can dial without paying, with charges covered by the recipient.
TN: [Telephone Number] Same as DID
Token: Code embedded into a call platform that makes the script pop and tracks data from each deployment.
TRUNK: A group of phone lines that terminate on specific equipment.
TTS: [Text To Speech] Computer-aided creation of voice files using a computer-simulated voice from typed text.
Unanswered Dials (Predictive Dialer term): Number of calls that were not answered.
Unblocked: Shift status for agents' currently in a shift
Unscrubbed Leads (Predictive Dialer term): Leads that have engaged in the past but have been unsuccessful in re-engagement. AKA Dormant Leads, Leads Dormant.
VoIP: [Voice Over Internet Protocol] Technology for delivering voice and data across Internet Protocol networks. Commonly used when referring to SIP communications between two identities.
VR: [Voice Recognition] Ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands.
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).
Wrapper Script: Needed for the successful creation of a Voice program. Also called a Script Wrapper, it attaches a campaign to a script in the SC ACD.
XML: [eXtensible Markup Language] File format for storing, transmitting, and reconstructing data. Commonly used in APIs and a requirement for SOAP.