Module overview 

TAS (Telephone Answering Service)

This section refers to common terminology as relates to our Telephone Answering Service clients, as well as the "TAS" Module in the left-hand navigation of the ACD.

Clients - Comprehensive list of TAS clients

Relationships - Create connections for clients and messaging

Contact Methods - record methods for message delivery

On Call - Create a schedule with accurate date and time for accurate message delivery

Dispatching - Create templates for message delivery

Messages - Review message status 

Active messages - Review status of active messages waiting for acknowledgement.

Notices - Review message errors

Billing - Track billable time

Dispatch Templates - Create template for messages.

Custom Contact Channels - 

Email/SMS Sources - Add/edit sources for messaging and emails.

All Contacts - Comprehensive list of contacts for TAS Clients

All Contact Methods - Comprehensive list of contacts and contact preferences. 

Contact ID - 

SC Workflow

Guided Interactions - Drag and drop user controls (text fields, radio buttons, checkboxes, images, etc.) onto slides to build bespoke and dynamic agent/customer Guided Interactions.

FAQs - Create and manage FAQs. Add one or more FAQs to a given Guided Interaction, and even share standard FAQs across multiple Guided Interactions.

Dispositions - Add final outcome of the call to the script.

Disposition Groups - Create groups for dispositions and add to any script.

Workflows - Design how information is pushed and pulled into the Guided Interaction to enhance the agent/customer experience and how information is pushed out. Use EMBED nodes to map attributes from the ACD (like data collected in IVR) that should be made visible to the agent or inform the Guided Interaction. Use INTEGRATION nodes for data dips into external CRMs, to call services (like credit card pre-auth, tax lookup, and ID verification), and to update CRMs and other reporting systems or data repositories. Use TEST nodes to configure A/B & Multivariate tests. Use SCHEDULE nodes to manage holiday and other date/time-based workflow exceptions.

Graph - A visual for the script, add and create relationships between script parts.

Sessions - Every use of the script has its own individual session. Every script pop = new session.

Session Fields - Identify script fields by connecting them to session fields. 

Deployment - each deployment has a unique token, each script pop is a different deployment.

Token - embedded into a call platform making the script pop, track data from each deployment.

Cloning - Copy workflows and guided interactions for fast replication

Schedules - Create and manage Schedules (specific dates/times, holidays, business hours vs. after-hours, week days vs. weekends, etc.) for controlling which Guided Interaction is presented and when A/B & Multivariate tests are active.

Users - Add and manage users for access to the SC Scripter

Integrations - Create and manage integrations to third-party applications (i.e: CRMs, data warehouses, legacy reporting systems) and services (i.e.: credit card pre-auths, tax lookup, ID verification). SingleComm CX tools allow Integrations to be called before the call is delivered to an agent, while the agent is interacting with the customer, and at the completion of the agent/customer interacti

Partners - Create and manage Partner contact centers to which you will federate Guided Interactions. SingleComm allows you to manage Guided Interactions centrally and to distribute them via federation to other contact centers regardless of the underlying ACD (Amazon Connect, Mitel, Genesys, Cisco, InContact, etc.,) that the Partner contact center uses.

Analytics/Reporting

Explore - Search filters to add to a report.

Develop - Search for projects.  

Shared Folders - View reports created for ALL Clients

Recently Viewed - Look a report that has been edited, created, or opened recently by you.

Favorites - Easily favorite reports for easy access.

Boards - Create or browse boards.

Folders - Organize reports by client and clients can organize by report.

Branding/Marketing

SC ACD - Call Dialer platform

SC Analytics - Sheet and information platform

SC Workflow - Script and integration platform

Zendesk - Customer service platform

SinglePane- Overview of visual presentations

Terms/Acronyms 

A-Z

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A A

A

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ASA - Average Speed of Answer

ACD Modules (automated call distributor) (Omnichannel)

Administrator - Edit and access controls, programs, user groups, destinations, and gateways.

API Feeds - Create custom codes and tools. 

Agent - Agent platform for calls

Agent Management - Add, delete, and assign agents to campaigns.

TAS (Telephone Answering Service)

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All Contacts - Comprehensive list of contacts for TAS Clients

All Contact Methods - Comprehensive list of contacts and contact preferences. 

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B B

B

Blocked: agent setting that prevents them from using the system when they are not scheduled

BRI - Basic Rate Interface : A type of DSL (See ISDN) line (2 B Channel, 1 D-Channel)

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C C

C

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).

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DNIS: Dialed Number Identification Service- identifies which telephone number was dialed by the caller, Referring to pulling the number that the client dialed to determine what application / campaign to run when it hits a TRUNK GROUP.ACD Modules (automated call distributor) (Omnichannel)

Dashboard - Visual of the agent status report

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E E

E

EBR - Existing Business Relationship : Relating to DNC meaning an existing relationship exists between the client and the lead meaning DNC rules do not apply.  (Someone has essentially subscribed to the clients business and it is safe to call them).

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F F

F

FLAT File - much like CSV (one record per line), but there is no delimiter.  Usually each field is a specific length of characters.  Parsing is not as simple as CSV

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G G

G

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H H

H

HUP: Hangup

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IVR Transfer: [option located on the Transfers tab] For the cold transfer of calls from an agent straight to a queue.

ISDN - Integrated Services for Digital Network (Digital Subscriber Line) : usually used for data / telecommunications to deliver voice / data over B-Channel (Bearer), and D-Channel (Data)

ACD Modules (automated call distributor) (Omnichannel)
Integrations - Call third-party APIs on various events found in the platform. 

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J J

J

JSON - JavaScript Object Notation : A structured format of data much like XML but with lower overhead.  Commonly used in APIs.

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K K

K

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L L

L

LOA - also called CFA-LOA Letter Of Authority and Customer Facility Assignment : What is required to initiate a RespOrg adjustment, or change in ownership of a number (moving a number from one carrier to another).

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M M

M

MoH: Music on Hold

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NXX - identifies the Central Office (aka. Exchange) within the NPAACD Modules (automated call distributor) (Omnichannel)
Numbers - Add numbers, assign number groups to campaigns, and manage sources. 

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O O

O

OB: Outbound

Override: Shift status that occurs when a supervisor manually unblocks an agent

ACD Modules (automated call distributor) (Omnichannel)

OC Campaign Creator - Create programs and campaigns and edit visibility in the program/client module.

Outbound Management - Adjust agent and campaign weights, prioritize touched and untouched leads, scrub leads, and manage lead lists. 

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P P

P

PBX: Private Branch Exchange- type of phone switching system

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PSTN - Public Switched Telephone Network : Standard wire communications signaling commonly used by telephone operators / carriers.ACD Modules (automated call distributor) (Omnichannel)

Programs/Clients - Comprehensive list of all programs/clients, edit and add campaigns, IVR's, workflows, and numbers.

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Q Q

Q

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.ACD Modules (automated call distributor) (Omnichannel)Quality Assurance - Review agent calls and stats

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R R

R

RBR: Rank Based Routing

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Soft Phone - Piece of Computer software that allows VoIP calling from a computer to either the PSTN, or another VoIP device.

ACD Modules (automated call distributor) (Omnichannel)
Schedules - Create schedules for custom configuration for the IVR.

Sheets - Add csv files for easy uploading.

Supervisor - View real-time overview of agents, calls in que, calls in IVR, and calls in rollout.

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T T

T

TFN: Toll Free Number 

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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).

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X X

X

XML - eXtensible Markup Language : Human readable documents that store data in a structured format. Commonly used in APIs and a requirement for SOAP

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Y Y

Y

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Z Z

Z