[ACD] SC ACD Glossary

Abilities

[Agent Management]

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.

SC ACD

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.

SC ACD

ACE

Access Control Entry

Control point that describes the permissions of a single user or group of users located within an ACL.

SC ACD

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. 

SC ACD

Administrator

Highest level of user access that allows for editing and access controls of programs, user groups, destinations, and gateways.

SC ACD

Agent

ACD location that is the Agent platform for calls. Also refers to the person using the ACD for inbound or outbound calling.

SC ACD

AGENT (disposition status)

This is a temporary status set when a call is sent to an agent's workstation. Normally, it's replaced by the disposition chosen by the agent at the call's end. In rare cases, it may remain unchanged (e.g., if the agent's console is closed suddenly, browser crashes, etc.).

SC ACD

AGENT_HUP (disposition status)

This disposition is set to third party call legs (such as external warm or cold transfers) when the agent explicitly hangs up.

SC ACD

AGENT_REJECT (disposition status)

This status is assigned automatically when calls are routed to an agent's workstation but the agent is either on a break or offline. The customer's call, provided they haven't disconnected- is then put back in the queue and directed to another available agent.

SC ACD

Agent Management

ACD location to add, delete, and assign agents to campaigns.

SC ACD

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). 

SC ACD

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.

SC ACD

Answered Dials

[Predictive Dialer/Outbound Dialer term]

Number of calls that were answered.

SC ACD

Answering Machines

[Predictive Dialer/Outbound Dialer term]

Number of calls that were greeted with a voice message service.

SC ACD

AOV

Average Order Value

Average dollar amount spent each time a customer places an order.

SC ACD

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.

SC ACD

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.

SC ACD

Asterisk

Popular brand of PBX software.

SC ACD

AUTONA (disposition status)

Dispo status to reflect that the system did not receive an answer within the maximum ring time.

SC ACD

Available Agents

IVR agent status which returns a count of agents in the test campaign that are idle, or working. Calls can be allowed into the queue knowing that agents may not be immediately available but are manning the queue activity (not on break or eating lunch).

SC ACD

B Channel

Bearer Channel

Primary data or voice channel(s) in an ISDN.

SC ACD

Bargable Agents

IVR agent status which returns a count of agents that are ready to take a call immediately OR are currently in an outbound call that is still in a ringing state. On an outbound dial, if the phone is still ringing, and the other person has not picked up yet, that call CAN be interrupted (hung up suddenly and bringing the agent back to available) to allow the agent to take an inbound call that would be considered more important. Note that this checks for bargability, but does not do the barge itself. That is controlled by the call entering the queue and the flags set that allow barging to occur.

SC ACD

Barging

The act of interrupting (or barging in on) an agent's current call with another call that is ranked more important.

SC ACD

Blocked

Agent setting that prevents them from using the system when they are not scheduled.

SC ACD

BLOCKED (disposition status)

Dispo status to reflect that the ANI is in the Blocked List so the call was rejected.

SC ACD

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.

SC ACD

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.

SC ACD

Campaign Transfer

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).

SC ACD

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. 

SC ACD

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.

SC ACD

CDR

 Call Detail Record

Documented details about a call.

SC ACD

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.

SC ACD

CID

Caller ID

Caller’s displayed phone number. Another name for CLID, CND, CNID

SC ACD

CLEC

Competitive Local Exchange Carrier 

A telecom provider that is competing with an already-established carrier. (i.e. Bandwidth / Blitz / Intelepeer / NexVortex)

SC ACD

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.

SC ACD

CLIP

Calling Line Identification Presentation

Caller’s displayed phone number. Another name for CLID, CID, CND, or CNID.

SC ACD

CND

Calling Number Display

Caller’s displayed phone number. Another name for CLID, CID, CNID, or CLIP.

SC ACD

CNID

Calling Number Identification

Caller’s displayed phone number. Another name for CLID, CID, CND, or CLIP.

SC ACD

Cold Transfer

Call handoff in which Agent1 hits the transfer button and hangs up immediately, leaving the caller to wait for Agent2 to pick up the call (frequently a transfer to a queue).

SC ACD

CVV

Card Verification Value

For Visa, Master Card, or Discover- it is a 3-digit number found on the back of the card for added security. For American Express, it is a 4-digit number found on the front of the card.

SC ACD

D Channel

Delta Channel

Control and signalling information channel in an ISDN.

SA ACD

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.

SC ACD

Dial Back

The act of calling back an inbound call.

SC ACD

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.

SC ACD

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.

SC ACD

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.

SC ACD

Dormant Leads

[Predictive Dialer/Outbound Dialer term]

Leads that have engaged in the past but have been unsuccessful in re-engagement.

AKA Leads Dormant, Unscrubbed Leads.

SC ACD

DTMF

Dual Tone Multi Frequency

Technology used with touch tone phones, best known to users as the sound made when pressing a number key.

SC ACD

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).

SC ACD

Failed Dials

[Predictive Dialer/Outbound Dialer term]

Number of calls that did not go through.

SC ACD

Followup

A secondary outbound call in which an agent contacts a customer after an initial IB or OB call.
Also referred to as a Callback.

SC ACD

FreeSWITCH

Open-source software for real-time communication protocols using audio, video, text, etc.

SC ACD

Gateway

Connects the ACD to the telephony carrier used for any outbound leg of the call.

SC ACD

GCID

Global Caller ID

Function that shows the called party a caller ID that is mapped to their area code

SC ACD

Hung Up During AMD

[Predictive Dialer/Outbound Dialer term]

Number of calls that hung with an Answering Machine Device.

SC ACD

HUP

 Hangup

Common disposition used on a call to indicate that the caller (if inbound) or receiver (if outbound) has hung up.

SC ACD

IB

Inbound

Call type indicating that a caller has dialed in to the agent (customer contacts agent).

SC ACD

Idle Agents

Ready to Handle Calls

IVR agent status which returns a list of agent Ids that get counted in "Ready Agents." The operator here is contains or does not contain. The purpose is looking for a specific agent. Example: Is Agent Jane ready to take this call right now? Note that the Queue Node allows for specifying queueing to a specific agent which is what you might follow this with.

SC ACD

Inbound Campaign

Campaign type designed for a customer to call in to an agent in order to get information or complete a transaction.

SC ACD

ISDN

Integrated Services Digital Network

Communication system that transmits voice, video, or data through the PSTN.

SC ACD

IVR

Interactive Voice Response

System that allows callers to interact via keypad or speech recognition.

SC ACD

IVR Transfer

For the cold transfer of calls from an agent straight to a queue.

SC ACD

JSON

JavaScript Object Notation 

A structured format of data much like XML but with lower overhead.  Commonly used in APIs.

SC ACD

Leads Dialable

[Predictive Dialer/Outbound Dialer term]

Total number of leads that are dialable based on Sheet data, and on scrubbing and OB list settings.

SC ACD

Leads Dialable Now

[Predictive Dialer/Outbound Dialer term]

Leads that can be contacted right away.

SC ACD

Leads Dormant

[Predictive Dialer/Outbound Dialer term]

Leads that have engaged in the past but have been unsuccessful in re-engagement.

AKA Dormant Leads, Unscrubbed Leads.

SC ACD

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.

SC ACD

Locked

[Predictive Dialer/Outbound Dialer term]

(no/yes)
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.

SC ACD

MIM

Man in the Middle 

A method of relaying information from one point to another potentially without either end knowing of the transaction.

SC ACD

Mod10

Modulus 10

The algorithm used to check the validity of a credit card number.

SC ACD

MoH

Music on Hold

Music that plays while a caller is in the queue.

SC ACD

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.

SC ACD

NANP

North American Numbering Plan

Numbering plan of the PSTN serving 20 North American countries.

 i.e. 587-585-1106 / NPA - NXX - XXXX (Extension) 

SC ACD

NANPA

North American Numbering Plan Administrator

Holds overall responsibility for the neutral administration of NANP numbering resources.

SC ACD

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) 

SC ACD

NPS

Net Promoter Score

Measures an agent's level of provided service based on customer feedback after a call.

SC ACD

Number Group

A pool of unused telephone numbers for inbound campaigns or outbound campaigns that have Followup or Callback capabilities.

SC ACD

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) 

SC ACD

OB

Outbound

Call type that has originated on the agent side (agent contacts customer).

SC ACD

OBTM

Outbound Telemarketing

Broad term for all outbound call center activities.

SC ACD

OC Campaign Creator 

Omnichannel Campaign Creator

Location within the SC ACD for creating Omnichannel programs and campaigns.

SC ACD

OC Dashboard

Omnichannel Dashboard

Location within the SC ACD for agents to monitor OC activity.

SC ACD

Omnichannel

SingleComm's real-time chat module. It expands communication options by adding web chat, email messaging, SMS (text) messaging, and Facebook Messenger.

SC ACD

Outbound Campaign

Campaign type designed for agents to make outgoing calls to customers in order to gather information or complete a transaction.

SC ACD

Outbound Management 

The maintenance of OB campaigns, including adjusting agent and campaign weights, prioritizing touched and untouched leads, scrubbing leads, and managing lead lists. 

SC ACD

Override

Shift status that occurs when a supervisor manually unblocks an agent so that the agent can take calls.

SC ACD

PAN

Personal Account Number

a.k.a. credit card number

SC ACD

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.

SC ACD

PBX

Private Branch Exchange 

Type of private phone switching system (such as Asterisk or FreeSWITCH) that allows intelligent routing of calls to different endpoints.)

SC ACD

PCI DSS

Payment Card Industry Data Security Standard

Compliance rules for the control of cardholder data and reduction of credit card fraud.

SC ACD

PII

Personally Identifiable Information

Any type of data that can be tied to a specific individual.

SC ACD

POTS

Plain Old Telephone System 

Single line communication device where one number rings to one phone.

SC ACD

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.

SC ACD

Program

Collection of client campaigns, number groups, numbers, IVRs, and scripts.

SC ACD

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.

SC ACD

PSTN

Public Switched Telephone Network 

Standard wire communications signaling commonly used by telephone operators / carriers.

SC ACD

QA

Quality Assurance

Call auditing by internal or external auditors.

SC ACD

Quiet Transfer

Call handoff type in which the caller is not able to listen in on the interaction between Agent1 and Agent2 before Agent2 takes over the call.

SC ACD

RBR

 Rank Based Routing

Call distribution type which uses an agent’s assigned score to prioritize the routing of calls.

SC ACD

Ready Agents

IVR agent status which returns a count of agents in the tested campaign that are idle and ready to take a call. Ready Agents >=1 means that there is at least one agent ready to take a call immediately.

SC ACD

Redial

The act of calling back an outbound call.

SC ACD

Regular Transfer

Call handoff type in which the consumer hears Agent2's phone ringing and then answering. Caller listens in on the interaction between Agent1 and Agent2 before Agent1 leaves the call.

SC ACD

RespOrg

Responsible Organization 

Part of the NANP, this is who maintains the registration for individual TFNs.

SC ACD

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.

SC ACD

Real-Time

At the current time, or right away.

SC ACD

SBR

Skills Based Routing

Call distribution type which uses an agent’s ranked abilities to prioritize the routing of calls.

SC ACD

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.

SC ACD

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.

SC ACD

Scrubbing

The automated action of going through and identifying any callers that have requested to be put on the Do Not Call list or that has been contacted the max amount of times per the campaign setting.

SC ACD

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.

SC ACD

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.

SC ACD

Skills

[Agent Management]

Collection of individual Abilities that can be used to rank an agent for the routing of calls.

SC ACD

SLA

Service Level Agreement

A commitment between provider and customer for the delivery of services.

SC ACD

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.

SC ACD

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

SC ACD

Soft Phone

Software that allows VoIP calling from a computer to either the PSTN, or another VoIP device.

SC ACD

Stream

[OmniChannel]

Any campaign within Omnichannel. Streams can include web chat, Facebook, Twilio, etc.

SC ACD

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.

SC ACD

TFN

Toll Free Number 

Any phone number that users can dial without paying, with charges covered by the recipient.

SC ACD

TN

Telephone Number

(Same as DID)

SC ACD

Token

Code embedded into a call platform that makes the script pop and tracks data from each deployment.

SC ACD

TRUNK

A group of phone lines that terminate on specific equipment.

SC ACD

TTS

Text To Speech 

Computer-aided creation of voice files using a computer-simulated voice from typed text.

SC ACD

Unanswered Dials

[Predictive Dialer/Outbound Dialer term]

Number of calls that were not answered.

SC ACD

Unblocked

Agent setting that indicates they are currently in a shift.

SC ACD

Unscrubbed Leads

[Predictive Dialer/Outbound Dialer term]

Leads that have engaged in the past but have been unsuccessful in re-engagement.

AKA Dormant Leads, Leads Dormant.

SC ACD

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.

SC ACD

VR

Voice Recognition 

Ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands.

SC ACD

Warm Transfer

Call handoff in which Agent1 stays on the line and introduces the Consumer to Agent2 before dropping from the call.

SC ACD

Whisper Message/Announcement

An audible call connection notification (beep beep sound) that plays when a call is coming through. This message can be set on a per campaign basis on the Announcement tab on the campaign configuration.

SC ACD

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.

SC ACD

XML

eXtensible Markup Language

File format for storing, transmitting, and reconstructing data. Commonly used in APIs and a requirement for SOAP.

SC ACD