Module overview
ACD Modules (automated call distributor) (Omnichannel)
OC Campaign Creator - Create programs and campaigns and edit visibility in the program/client module.
Dashboard - Visual of the agent status report
Administrator - Edit and access controls, programs, user groups, destinations, and gateways.
Supervisor - View real-time overview of agents, calls in que, calls in IVR, and calls in rollout.
Programs/Clients - Comprehensive list of all programs/clients, edit and add campaigns, IVR's, workflows, and numbers.
Numbers - Add numbers, assign number groups to campaigns, and manage sources.
Integrations - Call third-party APIs on various events found in the platform.
API Feeds - Create custom codes and tools.
Sheets - Add csv files for easy uploading.
Schedules - Create schedules for custom configuration for the IVR.
Agent - Agent platform for calls
Agent Management - Add, delete, and assign agents to campaigns.
Outbound Management - Adjust agent and campaign weights, prioritize touched and untouched leads, scrub leads, and manage lead lists.
Quality Assurance - Review agent calls and stats
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
A
ACD: Automated Call Distributor
ACE: Access Control Entry
ACL: Access Control List
ANI: Automatic Number Identification, Not to be confused with CLID. ANI is the ULTIMATE determination of the origination of the call (most telephone switches on PSTN will pass 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 : Pieces of extra information that can be garnered regarding the origination of the call. Commonly used to determine if the caller is calling from a Mobile Device.
API - Application Programming Interface : A way for two different systems to communicate information from one to another (Commonly used are REST / SOAP / Socket and other communications types)
AOV - Average Order Value
ASA - Average Speed of Answer
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)
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).
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
CIC - Carrier Identification Code : Referring to RespOrg of a number, one can schedule a 'CIC' (pronounced Kick) at a specific time so that the number hits a specifically desired platform or route at a specific date / time.
CLEC - Competitive Local Exchange Carrier : Referring to a "carrier" (i.e. Bandwidth / Blitz / Intelepeer / NexVortex)
CLID - Calling Line Identification Display : Caller ID (caller identification, CID), also called calling number delivery (CND), calling number identification (CNID) or calling line identification presentation (CLIP). This CAN be manipulated by equipment to display alternative Ids.
CSV - Comma Seperated Values : commonly referred to as comma delimited text files. Data format for passing information to another entity.
D
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 (DNCScrub.com) where we remove numbers from lead lists due to the person's number being on the National Do Not Call List.
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.
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).
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
G
H
HUP: Hangup
I
IB: Inbound
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.
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)
J
JSON - JavaScript Object Notation : A structured format of data much like XML but with lower overhead. Commonly used in APIs.
K
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).
M
MoH: Music on Hold
MIM - Man in the Middle : A method of relaying information from one point to another potentially without either end knowing of the transaction.
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.
N
NPS: Net Promoter Score- measures an agent's level of provided service based on customer feedback after a call
NANP - North American Numbering Plan (NPA - NXX - XXXX (Extension) : i.e. 587-585-1106)
NPA - identifies the 3-digit Numbering Plan Area (Area Code)
NXX - identifies the Central Office (aka. Exchange) within the NPA
O
OB: Outbound
Override: Shift status that occurs when a supervisors manually unblocks an agent
P
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
PANS - Pretty Amazing New Stuff : Deprecated ISDN PRI / T1 interface to communicate through PSTN (Use of ANI / DNIS through a trunk group requires sophisticated switching equipment).
PBX - Private Branch Exchange : Commonly referred to a private switch (such as asterisk or freeswitch) that allows intelligent routing of calls to different endpoints.
POTS - Plain Old Telephone System : Single Line communications device where one number rings to one phone.
PRI - Primary Rate Interface (ISDN) : Commonly in North America 23 B-Channel, 1 D-Channel
PSTN - Public Switched Telephone Network : Standard wire communications signaling commonly used by telephone operators / carriers.
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.
R
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
RespOrg - Responsible Organization : The company responsible for the TN / TFN and the termination point of said Number.
RESTful - Representational State Transfer : Commonly used verbs (GET, POST, PUT, DELETE, etc.) used in conjunction with HTTP requests to URIs for communication between locations (See API)
Real-Time - Current time, or right away
S
SBR: Skills Based Routing
SE: Scripting Engine, legacy term for the CX Create platform
SLA: Service Level Agreement
Script - This is what an agent sees on the screen with form fields.
SIP - Session Initiated Protocol : Referring to a method in which calls can be delivered to a platform outside of the PSTN
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.
Soft Phone - Piece of Computer software that allows VoIP calling from a computer to either the PSTN, or another VoIP device.
T
TFN: Toll Free Number
TRUNK - A Group of phone lines that terminate on specific equipment.
TN - Telephone Number (Same as DID)
TTS - Text To Speech : Computer aided creation of voice files using computer simulated voice from typed text.
U
Unblocked: Shift status for agents' currently in a shift
V
VoIP - Voice over IP : Commonly used when referring to SIP communications between two identities. Other protocols can be used (Voice over Internet Protocol)
VR - Voice Recognition : trapping / recording utterances through a computer to determine what was spoken and converting it to readable text.
W
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).
X
XML - eXtensible Markup Language : Human readable documents that store data in a structured format. Commonly used in APIs and a requirement for SOAP