![]() Cloud Computing A style of computing that is location independent where servers/computers and applications are accessed on demand, usually over the internet. Classically, CLI does not use a mouse only a keyboard and very sparse interface on a monitor. A method of interfacing with a computer system, whether it be an application or an operation system, where the user types a command/action and a written response is issued and the user responds in kind with another written command. Commonly pronounced “see-lek.” CLI Command Line Interface. This regulatory term refers to a telecommunications provider company that operates within the service area of an ILEC and provides wireline telephone services. ![]() Many phones and phone switches can pass this information onto call recorders. Caller ID Information about the called that could include caller name and caller number. ![]() Calibration should be a standard practice of any quality monitoring department that has multiple evaluators. These are used when flush jacks, ones that are nearly flat like an electrical outlet, cannot be put into the wall.Ĭ Calibration In quality monitoring, allows management to ensure all evaluators are using similar standards in judging employee performance. A small box mounted on the wall to provide a telephone and/or computer network jack. These are the channels on T1, E1 and PRI’s that carry voice traffic. A language and message format for communicating with an application, e.g., an operating system or data base management system.ī B-Channel Bearer channel. ANI/ALI Automatic Number Identification Automatic Location Identification A computer system at a PSAP that takes information from the phone system and provides the caller information to the Dispatchers at the PSAP, so they can quickly and efficiently dispatch emergency responders (EMS, Fire Fighters, Police etc). Speech analytics, data analytics and workflow analytics are all commonly used within the Call Center environment. Analytics Tools and reports that allow organizations to better understand trends and activities that affect their customers, constituents and/or employees. analogous, to the sound waves hitting the microphone. ![]() In sound recording the varying voltage of the signal is directly similar, i.e. Analog A continuous signal in which a variable is a direct representation of what is creating a signal. Sound Communications is an integrator of American Dynamics solutions. American Dynamics Manufacturer of digital, network, and hybrid video recorders. Browser-based interface supports multiple templates, automated reporting, calibration and custom KPIs. Agent evaluation software platform that integrates with the Audiolog Digital Recording System. Organizations strive to keep occupancy as high as possible as the opposite or inverse is idle time. Agent Utilization This term relates to the percentage of time Call Center agents are on calls in comparison to the time they spend waiting for calls to arrive. This is also known as adherence to schedule. Adherence is an important consideration for workforce management. Adherence This term applies to how closely Call Center agents follow their scheduled activities. Used predominantly in telephone wiring and are typically rated Category 3, but can be Category 5 if needed.Ī Abandoned Call Call Center term references a caller who disconnects prior to reaching an agent. These columns can be connected with C-clips that electronically connect these two sets of two rows. It is easily identifiable since it is a white plastic trough with 4 rows of pins in a column of 25 and usually hung vertically. SEE ALSO: 66-Block, Punch Down ToolĦ 66-block A type of punch block used to terminate or cross connect twisted pair wire. Used predominantly in telephone wiring, but can be used for data network and other low voltage applications, hence it will support Category 3 or Category 5 wiring. It is easily identifiable since it is a white plastic trough with 1 row and usually hung horizontally. 110-block A type of punch block used to terminate twist pair wire usually preferred over 66-blocks for data.
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