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CCMA Ireland - Contact Centre Management Association

The CCMA is the leading industry association for the promotion and development of the contact centre industry in Ireland.

Glossary

ACD: See Automatic Call Distributor

Analogue: A type of voice transmission where the telephone system transmits an electrical current which is analogue to the human voice, i.e. the louder the voice, the stronger the current. Still used in many telephone systems and most homes, although the trend is now moving towards digital systems.

Answer Detect: Where the telephone system makes outbound calls and on answer identifies network tones such as ringing, engaged, unobtainable faxphones and answerphones and filters these our, only sending live calls through to an agent.

API: See Application Programme Interface

Application: Software that carries out a specific task, such as word processing or spreadsheets.

Application Programme Interface (API): This is a piece or software which connects the telephone system to the host computer system and allows them to communicate with each other.

Architecture: The overall design of hardware or software. If the description is "open architecture" this means it is generally compatible with major, as opposed to proprietary, applications.

ASDL: See Asymmetric Digital Subscriber Line (ASDL): Low cost, high-speed Internet access technology, a service due to be launched during 2000.

Audiotex: An automatic voice response service where a caller dials a number and receives a recorded message. This can be anything from weather reports and horoscopes to adult entertainment.

Auto Attendant: Where an inbound call is answered by a recording which asks the customer to either press buttons on the keypad or state which extension they want. The system then automatically routes their call.

Automatic Call Distributor/Distribution: A system for handling call volumes which automatically offers the next call to the agent waiting for the longest period. However, these systems can now be very sophisticated and can be configured with a variety of parameters in order to give priorities to different callers and route certain types of calls to specific groups or individuals. ACDs also provide a wealth of reports.

Automatic Dialler: See outbound dialler. These automate outgoing calls and have carious levels of sophistication. See screen, power, predictive and progressive dialling.

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Bandwidth: The speed of transmission. When a system lacks bandwidth, it is a way of saying the transmission is not fast enough for it to accomplish its tasks speedily.

Bits: In the digital universe, numbers are represented as a series of Zeros and Ones - Binary Digits - or Bits for short.

Blending: Where the same agents work on both inbound and outbound calling during any one day.

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Calling Line Identity (CLI): A feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification.

CBT: See Computer-based Training.

Centrex: Generic term for a service offered by network providers (each provider uses a different brand name) which in the context of call centres enables organisations to use the provider's ACD facilities at the exchange.

CLI: See Calling Line Identity

Client: A personal computer in a client/server environment. When called a thin client, this refers to a network computer.

Client/Server: A computer network. Each agent has an intelligent PC (called the client) which is loaded with the appropriate software applications and is connected by a LAN to the server which houses all the major software programmes such as the database. Files can be sent and shared. The client accesses the server each time it requests information or changes data.

Computer Supported Telephony Applications (CSTA): The language used between computers and telephone systems, set to a specific standard by ECMA.

Computer Telephone Integration (CTI): Where the computer and telephone interact with each other, enabling you to give commands to the telephone through a PC.

Computer-based Training (CBT): Where the learning process takes place at the keyboard through exchanges between the learner and a pre-written programme. It is particularly useful where there is just one right answer and one right way of doing something.

CRM: See Customer Relationship Management

CTI: See Customer Telephone Integration.

Customer Relationship Management (CRM): Where companies use a variety of methods and contact strategies to build lasting and profitable relationships with customers, retaining their custom and generation more revenue.

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DASS or DASS II: Standing for Digital Access Signalling System, this describes the method used in the UK for communicating in ISDN30.

DCL: See Distributed Collaborative Learning

Dialled Number Identification System/Service (DNIS): Where more than one telephone number terminates on one queue, this facility enables the system to recognise the different numbers dialled and therefore identifies the call volume made to each number.

Digital Private Network Signalling System (DPNSS): The main type of digital private networking, it is similar to ISDN30 in that it comes in 2 megabit blocks, each capable of carrying up to 30 simultaneous telephone calls.

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E-commerce: Trading where the transaction including payment takes place over the Internet.

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Gbps: Gigabits - 1,000,000,000 bits per second

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HTML: See Hypertext Mark Up Language Hypertext Mark Up Language (HTML) The language protocol of the Internet, enabling all computers, PC or Mac, anywhere in the world to share information. All documents need to be "translated" into HTML in order to be viewed on the Internet. There are now many packages that can do this automatically from word processed documents.

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Integrated Services Digital Network (ISDN): An all digital network which may carry both voice and data and is usually leased in bundles of 30 trunks.

Intelligent Routing: This will route callers based on a number of parameters including information on the caller, on the call itself, queue status and the present situation.

Interactive Voice Response (IVR): Where an inbound call is answered by a recording which requests the customer to press buttons on the keypad, or speak, in response to a menu of options. The choices selected may instruct the system to search host systems for specific information which is then converted into the spoken word, for example, a bank balance.

Interactive Web Response (IWR): Enables customers to transact business on the Internet, interacting with the company's database, and transfer to an agent in the call centre, continuing the enquiry over the phone, or by using web chat.

Internet: A global system of computer networks where information available on a computer can be viewed by other computers throughout the world, messages can be sent and received, programmes downloaded and transactions take place electronically.

Intranet: A network of networks that uses the Internet but is contained within a controlled environment, for example, internal company information that is viewed only by its employees.

ISDN: See Integrated Services Digital Network

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Kbps: Kilobits - 1,000 bits per second

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Local Area Network (LAN): Used to link computers and other devices, such as printers and faxes, a LAN enables computers to share files and resources.

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Management Information Services (MIS): Reports from the ACD showing data on agents and agent groups, inbound and outbound calls, and exchange lines.

Mbps: Megabits - 1,000,000 bits per second

Megastream: The commercially available leased circuit operating at 2.048 Mbps.

Middleware: Middleware is an extra layer of software which sits between the switch and application programmes. This enables you to bolt-on software programme modules to dumb switches giving them the intelligence to automatically distribute calls, etc. These modules offer all levels of functionality from automatic call distribution to computer telephony integration, to interactive voice response and workforce scheduling.

Multiplexor: A device which enables several different signals to be sent down the same line. Sometimes referred to as a "mux".

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Network Computer (NC): Where you put most of the intelligence back into the server (similar to a mainframe system and dumb terminals where you use the desktop PC merely for input, output and presentation with all the applications running only on the server). However, the NC does have its own intelligence.

Network Services (NS): The infrastructure over which voice and data travels.

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Outbound Dialler: This automates outgoing calls and has various levels of sophistication. See Screen, Power. Predictive and Progressive Dialling.

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PBX: Originally PBX was Private Branch Exchange and PABX was Private Automated Branch Exchange, but only the latter now applies. This is a generic term for a telephone system that is found inside a company's premises (as opposed to one serving the general public). Automation has meant that employees can dial out themselves (by pressing a number, say 9) rather than having to request a line from the switchboard operator.

Ports: In a telephone switch, a port can be used for either an agent/employee extension or a trunk. The number of ports available in any switch including ACD's is finite, unless extra cards/cabinets are purchased.

POTS: Plain Old Telephone Services A single line telephone service with no frills. You can simply make or receive one call at a time.

Power Dialling: Is often used as a generic term for all diallers but specifically is where the telephone system dials as many calls as it has lines available and, using answer-detect, puts through live calls to agents. If no agent is available when a call is answered, it will simply drop the call and cause a "nuisance call".

Predictive Dialling: Similar to power dialling but more sophisticated. This uses a pacing algorithm which regulates the number of outbound calls made based on the probability of an agent being available. Minimises the number of "nuisance calls".

Preview Dialling: Uses screens of data downloaded from a central database. The agent then initiates the call, usually by using a pre-programmed button on the keyboard, or screen.

Progressive Dialling: The most sophisticated of all the diallers, this goes one stage further than predictive dialling and actually monitors the status of operators before calls are made. It keeps agents supplied with live calls and virtually eliminates nuisance calls.

Proprietary: A system or software design which means the system or software may only be compatible with other products from the same vendor.

Protocol: The language used by a software programme.

PSTN: Public Switched Telephone Network - the public telephone network.

PTO: Public Telephone Operator. Also called network provider.

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RAN: Recorded announcement - an intercept message controlled by the ACD using parameters such as the ring time, or the time of day (for night messaging).

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Screen Dialling: Where you select a number on the screen using a mouse to point and click and the system dials the number for you.

Screen Popping: Where integration between the computer and the telephone (CTI) enables the system to attempt identification of each call and look into the database for a match. If that match exists, the data attached to it will when be displayed on the agent screen just prior to the call arriving at the agent's ear.

Server: A new architecture for systems called client/server. Each agent has an intelligent PC (called the client) which is connected by a LAN to the server which houses all the major software programmes such as the database. Files can be sent and shared.

Skills-based Routing: Where calls are identified and then routed through to the most appropriate agent, for example calls from France would be routed to a French-speaking agent.

Switch: The simplest explanation in the context of a call centre, is the generic word for all telephone systems.

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Tbps: Terabits - 1,000,000,000,000 bits per second

Telephone Applications Programming Interface (TAPI): As above, this is a software protocol and is loaded into the PC itself. It allows you to use the keyboard to dial instead of an actual telephone (screen-based telephony).

Telephone Server Applications Programming Interface: A protocol which links the telephone and the computer at the host system, rather than the PC.

Text chat: See Web Chat

Thin Client: A network computer (NC)

Tie Line: A private line between the ACD and PBX enabling call transfers.

Top and Tail Recordings: Where an agent's opening and closing greeting are pre-recorded and therefore sound fresh and enthusiastic all day.

Trunk: Each telephone or exchange line is called a trunk.

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Unified Messaging: The technology used to place all messages from whatever source into one message box, including e-mails, voice mails, faxes, and web requests.

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Voice Mail: Enables callers to leave a message much like an answerphone but this message can then be reviewed, copied, sorted, annotated and forwarded to one or many people in one go. Sometimes called voice messaging.

Voice over Internet Protocol (VoIP): The process by which a voice conversation with an agent is maintained over the same telephone line as the Internet connection.

Voice Processing: A generic term for a variety of applications such as IVR, voice mail and auto attendants.

Voice Recognition: Technology that converts speech into data that can be understand by the computer system.

Voice Response Unit (VRU): A system which enables IVR

Voice Synthesis: Where data from the computer system is converted into speech.

VoIP: See Voice over Internet Protocol

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Web Call Me Button: A "press to talk" icon on a web page which browser can click. This will either initiate a call back at a time to suit the browser, or an immediate contact with the call centre using VoIP.

Web Chat: Where the browser can initiate a "text conversation" with an agent, each typing dialogue on screen. (Similar to the outmoded telex system). Also called text chat.

Web-enabled: The browser clicks a "press to talk" icon on the web page which initiates a call directly into a call centre through a process known as Voice over IP (VoIP). The agent's screen will automatically "pop" with the web page the browser is viewing. Web-enablement also allows the agent to "push" web pages onto the browser's screen, so directing the browser to any page in the world wide web.