ICMI Call Center Acronyms
Copyright © ICMI, Inc., 2004. All rights reserved.
No part of the Call Center Glossary or Call Center Acronyms may
be reproduced in any form without the expressed written consent
of CMP Media LLC
Acronyms
| ACD |
Automatic Call Distributor |
| ACS |
Automatic Call Sequencer |
| ACW |
After Call Work |
| AHT |
Average Handling Time |
| AHT |
Average Holding Time on Trunks |
| ANI |
Automatic Number Identification |
| ARU |
Audio Response Unit |
| ASA |
Average Speed of Answer |
| ATA |
Average Time to Abandonment |
| ATB |
All Trunks Busy |
| BRI |
Basic Rate Interface |
| CCR |
Customer Controlled Routing |
| CCS |
Centum Call Seconds |
| CD-ROM |
Compact Disc Read Only Memory |
| CED |
Caller Entered Digits |
CIO
|
Chief Information Officer |
| CLI |
Calling Line Identity |
| CO |
Central Office |
| CPE |
Customer Premises Equipment |
| DN |
Dialed Number |
| DNIS |
Dialed Number Identification Service |
| FX |
Foreign Exchange Line |
| GOS |
Grade of Service |
| IS |
Information Systems |
| ISDN |
Integrated Services Digital Network |
| IT |
Information Technology
|
| IVR |
Interactive Voice Response |
| IXC |
Inter Exchange Carrier |
| LAN |
Local Area Network |
| LEC |
Local Exchange Carrier |
| LED |
Light Emitting Diode |
| MAC |
Moves, Adds and Changes |
| NCC |
Network Control Center |
| NPA |
Numbering Plan Area |
| OCR |
Optical Character Recognition |
| PABX |
Private Automatic Branch Exchange |
| PBX |
Private Branch Exchange |
| PRI |
Primary Rate Interface |
| PSN |
Public Switched Network |
| PUC |
Public Utility Commission |
| RAN |
Recorded Announcement Route |
| RFI |
Request for Information |
| RFP |
Request for Proposal |
| RSF |
Rostered Staff Factor |
| TAPI |
Telephony Applications Programming
Interface |
| TCP/IP |
Transmission Control Protocol/Internet
Protocol |
| TSAPI |
Telephony Services Application Programming
Interface |
| TSF |
Telephone Service Factor |
| TSR |
Telephone Sales or Service Representative |
| UCD |
Uniform Call Distributor |
| VRU |
Voice Response Unit |
| WAN |
Wide Area Network |
| WATS |
Wide Area Telecommunications Service |
| WWW |
World Wide Web |
|
