为电话营销企业、客户服务中心提供呼叫中心安装服务

呼叫中心百科

IPCC、ICP常用术语都在这了!!


1B+D座席
 1B+D agent
   一种座席类型,该类型的座席和排队机之间采用1B+D的方式连接,座席消息通过本机的APC卡以1B+D协议发送给排队机,排队机用这些协议消息与CTI平台交互完成座席的接续功能,座席通过APC卡的耳机接听来话。1B代表一个语音话音通路,D代表一个控制通路。
 An agent type. The agents of such a type is connected to ACDs in 1B+D mode. Agent messages are sent to the ACDs from the APC cards on local computers through the 1B+D protocol. The ACDs then interconnect with the CTI platform through these messages to provide the agent connection function, and the agents answer calls by using the earphones on the APC cards.1B represent the voice channel and D represents the control channel.
 
第三代移动通信标准化伙伴项目
 3rd Generation Partnership Project
 3GPP
 成立于1998年,由许多国家和地区的电信标准化组织共同组成,是一个具有广泛代表性的国际标准化组织,是3G技术的重要制定者。目前,该组织负责制定WCDMA和TD-SCDMA通信标准,并先后推行了3GPP R99、R4、R5、R6、R7等逐级演进的WCDMA通信标准。
 Founded in 1998, a project which aims to expedite the development of open, globally accepted technical specifications for the Universal Mobile Telecommunications System (UMTS), including the WCDMA and TD-SCDMA specifications. The WCDMA specifications developed by the 3GPP include 3GPP R99, R4, R5, R6, and R7.
 
增强智能外设
 Advanced Intelligent Peripheral
 AIP
 AIP是对传统智能网中的IP功能进行加强后的产品,主要任务是为智能网提供资源(实现智能网中的SRF功能)。主要可以包括主机、后台、VP台、FP台、UIScript Server、FEP等组成部分。
 A product enhancing the IP function of the traditional IN. It is designed to provide resources, or implements the SRF function of the IN. An AIP is composed of a host, background, VP, FP, UIScript Server, FEP, and other components.
 
业务代表
 agent
   代表企业或机构为电话用户或Web用户提供各种业务信息服务的话务员。
 An attendant who provides telephone users or Web users with various types of information services of an enterprise or organization.
 
座席台
 agent console
   一种功能实体,由硬件终端和功能软件两部分构成。业务代表通过功能软件与呼叫中心系统交互完成多种业务功能。
 An enterprise that operates on part or all of the products of a carrier to gain commission
 
座席网关
 Agent Gateway
 AGW
 提供互联网远端座席汇聚接入功能的组件。该组件可以汇聚局域网内的座席,使座席可以通过互联网签入华为呼叫中心。
 A component that provides the function of aggregation access of remote agents through the Internet. Agents on the local area network (LAN) can log in to Huawei call center platform through the Internet after being aggregated through the component.
 
应用逻辑服务器
 Application Logic Server
 ApLogic
 处理数据库请求的中间件,为呼叫中心相关部件提供数据访问代理功能,包括接收客户端的数据库操作请求信息、执行请求并返回结果给客户端。
 A middleware that processes database requests. It functions as a proxy for the components of the call center platform to access the database, including receiving and executing database operation requests from clients, and returning results to the clients.
 
自动呼叫分配器
 Automatic Call Distributor
 ACD
 ACD(Automatic Call Distributor)即自动呼叫分配,是一种高级的电话处理系统,可以按照用户自定义的模式提供动态的电话选路。
 Programmable device at a call center that routes incoming calls to targets within that call center. After the ICM determines the target for a call, the call is sent to the ACD associated with that target.
 
自动号码识别
 Automatic Number Identification
 ANI
 7号信令系统中的一个特性。一系列信号,不管是模拟的还是数字的,都包含在电话中,以区别主动拨号的电话号码。
Automatic number identification. SS7 (signaling system 7) feature in which a series of digits, either analog or digital, are included in the call, identifying the telephone number of the calling device.
 
智能排班
 automatic scheduling
   一种排班方式。采用该方式时,系统自动根据设定的参数和历史数据,预测未来的话务量与话务特性,并根据预测结果合理地安排客户代表班次,保证人力、技能的合理部署,达到期望的呼叫中心服务目标。
 A mode of scheduling shifts for agents. When adopting this mode, the Workforce Management (WFM) system forecasts the traffic and traffic features according to parameter settings and historical data, and then schedules shifts for agents according to the forecast results, which ensures the proper deployment of agents and skills and achieves the service objective of the call center.
 
自动语音识别
 Automatic Speech Recognition
 ASR
 N/A
 The function of converting the spoken word into a machine understandable form.
 
自动台
 automatic station
   通过IVR系统自动处理呼叫,提供类似转帐、话费查询、业务受理等自动业务的服务。
 A service that automatically processes calls in the IVR and provides automatic functions such as balance transfer, call fee query, business handling.
 
忙时试呼
 Busy Hour Call Attempts
 BHCA
 在话务最忙的一小时内完成的呼叫次数。特别注意的是,这里所指的呼叫次数包括了成功呼叫(即呼叫接续成功,双方进行通话)和不成功呼叫的次数。
 The number of call attempts during the busiest hour of the day. BHCA cover successful calls and unsuccessful call attempts.
 
呼叫中心服务器
 Call Center Server
 CCS
 呼叫中心平台的核心,实现了与媒体无关的呼叫管理。
 The core component of the call center platform, managing calls independent of media types.
 
接通率
 call completion rate
   在测量周期内,对于入局呼叫类型,接通率是接通次数占总呼叫次数的比率。接通率是个导出值,其公式:接通率=接通次数÷试呼次数×100%。
 In a measurement period, the ratio of the number of connected calls to the total number of call attempts. Calculation formula: Call completion rate = Number of connected calls / Total number of call attempts x 100%
 
呼叫控制交互语音应答
 Call Control Interactive Voice Response
 CCIVR
 解析并执行加载在其上的流程文件,实现自动业务功能的组件。与IVR不同的是,CCIVR可以解析基于VoiceXML2.0/2.1或CCXML1.0协议开发的流程文件。
 A component that parses the loaded flow files and runs the flows to achieve automatic services. Different from the IVR, the CCIVR can parse the flow files that are developed based on the VoiceXML2.0/2.1 or CCXML1.0 protocol.
 
呼叫标识
 call ID
   系统为每个呼叫分配的唯一标识。
 The unique ID that the system allocates to a call.
 
呼叫实例数据
 Call Instance Data
 CID
 N/A
 N/A
 
回呼请求
 callback request
   当Web用户在因特网上进行浏览时,如需要与呼叫中心取得联系,可以通过单击网页的功能按钮,请求由呼叫中心的业务代表呼叫该Web用户预先指定的电话号码。当电话接通后,Web用户既可以接受业务代表的语音指导,同时又可以享受到护航浏览等其他服务。
 A function that enables Web users to request the agents in a call center to provide services after the Web users access the Internet. After receiving the requests of the Web users, the agents in the call center can call the phone numbers that are specified by the Web users. In this case, the Web users can enjoy either the voice instructions of the agents or other services such as escorted browsing.
 
转换服务器
 change server
 将邮件(传真的答复内容)转换为传真格式文件(*.tif格式的图像文件),并调用存储过程将相关呼出信息写入数据库中,然后再通过传真台将传真发送出去的组件。
 A component that converts emails (replies to faxes) into fax files (images in the *.tif format), invokes stored procedures to write outbound call information into the database, and then sends the fax files through the fax peripheral.
 
点击通话
 click to dial
   Web用户在浏览呼叫中心的因特网网页时,通过某个操作(例如单击一个按钮)即可与呼叫中心的业务代表实现IP电话语音交谈。在通话过程中,Web用户仍然可以继续浏览相关网页内容。
 When browsing a Web page of the call center, a Web user performs a specific operation, for example, click a button, and then the user can start a voice talk over an IP phone with the service representative of the call center. During the talk, the Web user can still browse the related Web pages.
 
合并转
 combination transfer
   将语音呼叫转到某个正在处理非语音媒体呼叫的座席的一种呼叫转移方式。例如,业务代表甲正同某客户进行文字交谈(该业务代表同时也具有处理语音呼叫的技能),这时该客户又发起了语音呼叫,该呼叫被业务代表乙应答,业务代表乙可以将该呼叫转移到业务代表甲,转移方式选择合并转。
 A mode for transferring a voice call to a service agent who is processing non-voice media calls. For example, service agent A is performing the text chat with a customer and the service agent is skilled in processing voice calls. At this moment, the customer makes a voice call that is answered by service agent B. In this case, service agent B can transfer the voice call to service agent A in the mode of combination transfer.
 
网络通信代理
 Common Communication Proxy
 CCP
 用于第三方系统与呼叫中心平台的互连提供数据通信代理服务的组件。
 A component that serves as a data communication proxy for the interconnection between a third-party system and the call center platform.
 
通讯协议服务器
 Computer &Telephony Integration Link
 CTI-Link
 负责处理CCS和与排队机之间的协议分发,为排队机的外挂资源与排队机通讯提供通道。
 A component that distributes protocols between the CCS and automatic call distributor. It provides a channel for the communication between the automatic call distributor and the external resources of the automatic call distributor.
 
计算机电信集成服务器
 Computer &Telephony Integration Server
 CTI Server
 通过与AIP、UAP进行交互,完成音视频呼叫的接续控制,包括将呼叫与人工话务员连接完成音视频通话,或将呼叫分配到IVR进行自动应答。
 A component that connects voice and video calls by interacting with the AIP or UAP. The functions of the CTI Server include connecting calls to agents to set up voice and video conversations and allocating calls to the IVR to achieve automatic call answer.
 
计算机电信集成
 Computer Telephony Integration
 CTI
 计算机和通信集成技术。
 Technology that allows interactions on a telephone and a computer to be integrated or co-ordinated.
 
座席接续条
 Connection Control Bar
 CcCBar
 提供全面的、实用的呼叫处理功能的接续控制组件。
 A call connection component that provides comprehensive and useful call processing functions.
 
接触媒体
 contact media
   实现信息交互的媒体,包括语音媒体、email媒体、fax媒体、Web媒体等。
 Media that implements information transmission, including voice, email, fax, and Web media.
 
协议代理
 Data transfer Proxy
 DtProxy
 华为公司开发的与运营商前置机对接的接口程序,主要负责数据的收发、维持和管理到前置机之间的连接。
 An interface program developed by Huawei. It is called the protocol proxy that is used to send and receive data, and maintain and manage the connections with the FEPs.
 
磁盘监测工具
 disk**
   用于监测磁盘空间的大小的组件。当磁盘空闲空间少于预设的磁盘空间时,则直接向告警台发送告警信息。
 A component that**s disk space. If the free space of a disk is less than the set disk space, the component sends an alarm to the alarm console.
 
Email 媒体服务器
 Email Media Server
 MailM
 用于实现Email和FAX媒体类型呼叫的接入和处理的组件。
 A component that connects and processes email calls and fax calls.
 
护航浏览
 escorted browsing
   一种实现Web网页共享和网页浏览同步的功能。同步时双方在浏览器上将看到同样的网页内容。
A function of the call ceneter platform that achieves the synchronization of Web page sharing and Web page viewing, enabling customers and agents to view the same Web pages.
 
传真呼叫
 fax call
   用户通过在传真机上拨打被叫号码发起的呼叫。该呼叫接入到呼叫中心平台后,由呼叫中心平台将用户要传真的内容转化为邮件,并投递给业务代表,由业务代表通过回复邮件的形式答复该呼叫并为用户提供服务。
 A call that a user initiates by dialing a specified phone number on a fax machine. After the call is connected to the call center platform, the call center platform converts the content to be faxed into an email and sends the email to an agent. Then the agent provides services for the user by replying the email.
 
传真台
 Fax Peripheral
 FP
 N/A
 1. Fax Peripheral (FP), intelligent peripherals of C&C08-Q ACD and connected with C&C08-Q ACD though HW/E1 mode, provides the system with voice resources and fax resources. 2. An intelligent peripheral. It provides the fax sending, fax receiving and fax storing and transferring functions.
 
文件同步工具
 File Synchronization tool
 FileSyn
 将文件服务器上的目录结构以及各目录中的文件名同步到本机的组件。该组件不会同步文件内容,仅用来保持两者的目录结构和目录中的文件名一致。
 A component that synchronizes the directory structures and file names in the directories on a file server to a local computer to ensure the consistency of the directory structures and file names between the file server and local computer. During the synchronization, file contents are not synchronized.
 
表单共享
 form sharing
   表单共享是护航浏览的增强功能。在同步的网页里,业务代表将Web用户网页中表单信息进行共享。业务代表可以看到用户在表单中填写的内容,以此来指导用户正确填写表单。与此同时,用户表单中的信息将根据设定的安全级别,有选择地共享给业务代表。
 Enhancement of the escorted browsing function. With this function, agents can share form information of Web users on synchronized Web pages. According to the shared form information, agents can guide users to fill the forms. Meanwhile, information in user's forms can be shared with the agents according to the security levels of the forms.
 
前置机
 Front End Processor
 FEP
 一种置于服务器之前的协议接入和处理设备,通常负责各种协议的转换。
 A type of protocol processing and access devices. The front end processor is placed in front of servers and are usually responsible for protocol conversion
 
全局业务逻辑
 global service logic
 GSL
 一种业务间交互逻辑,用于在全局功能层中实现智能网业务的特征。描述与业务无关的积木式组件(SIBs)是怎样被链接在一起的,以及在基本呼叫进程的SIB与这些SIB链之间的交互。
 A type of service interaction logics. The global service logics are used to realize the features of intelligent network (IN) services in the global functional plane, and describe the logics of the links between service independent building blocks (SIBs) and the interaction between SIBs of basic call processes and these SIB links.
 
测量粒度周期
 granularity period
    

再一次了解: IPCC、ICP常用术语都在这了!!