为电话营销企业、客户服务中心提供呼叫中心安装服务
专业的呼叫中心服务商
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
    用于相邻两次收集性能数据的时间间隔。测量粒度周期在华为公司的MML 规范中又叫测量周期。测量粒度周期以分钟为单位,通常为1、5、10、15、30、60 或1440 分钟。
 It refers to the time interval between two successive collections of performance data. The granularity period is also called measurement period in Huawei MML speculation. The unit of granularity period is minute, such as one minute, five minutes, ten minutes, 15 minutes, 30 minutes, 60 minutes and 1440 minutes.
 
集中查看台
 ICDInsider
   查看华为呼叫中心平台的服务端程序的运行信息的组件。
 A component that checks the running information of the server programs of the call center platform.
 
集成开发环境
 Integrated Development Environment
 IDE
 基于eclipse架构的模型驱动开发工具,定位于业务开发全流程,包括业务设计、业务开发、业务调试和业务部署。
 A model driven development (MDD) tool, which is based on the Eclipse framework. It is also an integration tool for service lifecycle management, which integrates the service design, development, debug, and deployment.
 
智能呼叫分配通讯
 Intelligent Call Distribution Communication
 ICDComm
 通讯中间件,对上层应用程序提供高性能、跨操作系统的网络通讯平台,屏蔽了网络通讯层的细节。
 A midware of communication. It provides a cross-system network communication platform for the upper-layer application program to shield the work at the network communication layer.
 
智能路由中心
 Intelligent Routing Center
 IRC
 对进入华为呼叫中心的呼叫进行智能路由的组件。智能路由功能是通过IVR加载路由脚本实现的,在物理上不存在单独的IRC部件。
 A component that provides the intelligent routing function for the calls that are connected to Huawei call center platform. The function is achieved through the loaded routing script on the IVR. The IRC does not exist physically.
 
交互式语音应答
 Interactive Voice Response
 IVR
 解析并执行加载在其上的流程文件,实现自动业务功能,例如自动给用户发出语音提示信息、收集用户信息等。
 A component that resolves and runs the loaded flows to achieve automatic services, for example, playing voice announcements to users and collecting user information.
 
内部求助
 internal help request
   业务代表接听来话时遇到无法处理的事情,向客服中心其他业务代表发起呼叫请求,进行求助的操作。
 An operation that a service agent performs, during a call with a customer, to call another service agent in the customer service center for help when the agent is unable to solve problems.
 
多媒体联络中心
 IP Contact Center
 IPCC
 多媒体联络中心提供一个联络管理系统,这个系统可以为发展中的企业提供与大型企业竞争的灵活性。
 A contact management system which gives growing businesses the flexibility to compete with larger industry players.
 
管理系统客户端
 management system client
   呼叫中心的质检监控系统,用于监控呼叫中心系统的运行状态,查看告警信息,对业务代表的工作进行质检、监控。
 The QC**ing system of the call center platform. It**s the running of the call center platform, checks alarm information, and performs QC on and**s the work of agents.
 
电子排班
 manual scheduling
   一种排班方式。通过该方式,将排班管理员依据经验排出的班表映射到排班系统中,即不通过算法服务器,直接进行手工定制排班。
 A mode of scheduling shifts for agents. Through this mode, administrators schedule shifts according to their experience and map the schedules to the WFM system. That is, administrators schedule shifts without using the WFM server (WFMS).
 
人工台
 manual station
   通过业务代表处理呼叫,提供人工服务。
 A service wherein agents handle calls to provide manual services.
 
测量指标
 measurement index
    测量指标又称测量本体或计数器,是性能测量的基本单位,是指为完成某种测量而必须收集的量(例如话务量、呼叫次数、平均占用时长等),可理解为测量量。
 Basic unit of the performance measurement. A measurement entity is also called counter. It refers to a certain amount (such as, traffic, count of calls and average seizure time) to be collected to complete a measurement.
 
测量对象
 measurement object
   测量对象是一个物理的或者逻辑实体,或者是各种被测量实体的集合,例如:一个单板,模块,信令连接或者端口。
 It is a physical or logical entity, or a combination of various entities to be measured, such as a board, module, signaling link, or port.
 
测量单元
 measurement unit
   对测量指标进行归类,划分为若干测量单元。每个测量单元包含与系统某功能相关的若干测量指标。例如入局话务测量、出局话务测量、内部话务测量等。
 The measurement indexes are typed and divided into several measurement units. Each measurement unit contains several measurement items related to a function of the system. For example, incoming traffic measurement, outgoing traffic measurement, and internal traffic measurement.
 
消息呼叫
 message call
   用户通过发送短信到信息中心,触发信息中心发起一个Email呼叫到呼叫中心平台,呼叫中心平台的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 service that the call center platform provides for customers. After the service is enabled, a user can send a short message to the information center, the information center then initiates an email call to the call center platform, and then an agent of the call center platform provides services for the user by replying the email.
 
留言呼叫
 message leaving call
   用户在业务侧的Web页面内进行留言操作后,触发JAU发起的呼叫。该呼叫接入到呼叫中心平台后,由呼叫中心平台将该呼叫路由到座席,座席从业务侧数据库获取留言后,对该留言进行答复,答复的内容被保存在业务侧的数据库中,由业务将答复的内容提供给用户。
 A call that is initiated when the JAU is triggered after a user leaves a message on a Web page of the service system. After the call is connected, the call center platform routes the call to an agent. The agent obtains the message from the database of the service system and replies to the message. The reply to the message is stored in the database of the service system. The service system then sends the reply to the user.
 
监控代理服务器
 Monitor Daemon Server
 MDS
 对华为呼叫中心的应用程序进行管理,一旦发现系统中某个被管理的应用程序运行异常,它将终止该应用程序,然后重新启动该应用程序,保证系统具有异常自恢复能力。
 A component that manages the applications of the call center platform. When detecting an exception on a**ed application, the MDS ends the application, and then restarts it. The MDS ensures the automatic exception recovery capability of the call center platform.
 
网络检测工具
 Net Check Tool
 NetCheck
 呼叫中心平台中用于检测核心服务器与平台其他部件之间网络连接是否正常的组件。
 A component that checks the network connections between the core server and other components of the call center platform.
 
网络智能路由中心
 Network Intelligent Routing Center
 NIRC
 用于将多个单点呼叫中心关联在一起,形成一个网络呼叫中心,在网络呼叫中心内统一进行呼叫分配,实现呼叫全网分配、资源全网共享、负载全网均衡的组件。
 A component that associates multiple local call centers to form a networked call center where calls are allocated in unified mode, resources are shared, and load is balanced. That is, users can use services on the entire network from any access point.
 
网络呼叫中心
 Networked Call Center
 NCC
 将多个独立的呼叫中心进行互联组成的一个呼叫中心,实现资源共享。
 A call center that is formed for resource sharing by interconnecting multiple independent call centers.
 
网络呼叫中心管理系统
 NIRC Management System
 NRMS
 用于对网络呼叫中心进行基本配置,并监控网络呼叫中心的运行状态的组件。
 A component that configures the basic information about a networked call center, and**s the running of the networked call center.
 
OAM 代理服务器
 OAM Agent Server
 OAS
  呼叫中心平台与网管的接口代理,与UOA之间通过SXP协议交互,完成各网元的维护配置管理,性能管理,告警管理,日志管理,跟踪管理。
 An interface proxy between the call center platform and the network management system (NMS), interacting with the UOA through the Security Exchange Protocol (SXP) to manage the maintenance, configuration, performance, alarms, logs and tracing of relevant network elements.
 
OAM 守护进程
 OAM Monitor Daemon
 OMD
 OMD主要应用于网管系统。它运行在被管理设备上,接受OAS的各种控制命令,监视并控制被管理设备的运行。
 A general peripheral of the network management system (NMS), running on the devices that it manages, receiving control commands from the OAM Agent Server (OAS), and**ing and controlling the running of the managed devices.
 
OPS呼叫
 OPS call
   国内外长途电话客户通过拨打OPS接入码发起的语音呼叫。该呼叫接入到呼叫中心平台后,电话用户可与业务代表进行通话。
 A voice call that a national toll user initiates by dialing the OPS access code. After the call is connected to the call center platform, the user can talk with an agent.
 
普通呼叫
 ordinary call
   本地电话用户通过拨打被叫号码发起语音活视频呼叫,呼叫接入到呼叫中心平台后,电话用户可与业务代表进行通话。
 A voice or video call that a local user makes by dialing a specified phone number. After the call is connected to the call center platform, the user can talk with an agent.
 
外呼服务器
 OutBound Server
 OBS
 负责管理呼叫中心系统自动呼出任务,实现用户预约呼叫、大众呼叫、电话广告(营销)、电话催缴费等业务的组件。
 A component that manages the automatic outbound call tasks of the call center platform, achieving the services such as reserved calls, mass calls, telephone advertisements or sales, and telephone notifications of defaulting call fees.
 
标记同步
 page marker synchronization
   护航浏览的增强功能。在同步的网页里,可以实现窗口大小、鼠标位置标记、页面滚动的同步。
 Enhancement of the escorted browsing function for synchronizing window sizes, cursor locations, and page rolling on synchronized pages.
 
PC+Phone座席
 PC+Phone agent
   一种座席类型,该类型的座席采用PC机与电话方式连接,座席端直接向CCS发消息,CCS再把消息发给对应的媒体服务器以完成座席的接续功能,此座席直接通过电话接听来话。
 An agent type. The agents of such a type use PCs and telephones to process calls. The agent consoles send messages to the CCS, the CCS then sends the messages to the associated media servers to provide the agent connection function.
 
预测呼出
 predictive dialing
   一种呼出方式。系统根据内置的预测算法预测当前需要发起的呼出数目,然后呼出。
 A mode of initiating outbound calls. When adopting this mode, the call center platform forecasts the number of calls that need to be currently initiated according to the built-in forecast algorithms, and then initiates outbound calls.
 
预浏览呼出
 preview dialing
   一种呼出方式。业务代表能够预先看到系统分配的外呼信息,并决定系统是否自动呼出,以保证呼叫能被处理。
  A mode of initiating outbound calls. When the call center platform adopts this mode, agents can preview the outbound call information that is distributed by the call center platform and determine whether the system needs to automatically initiate the outbound calls. This ensures that calls can be handled in time.
 
专用分组交换机
 Private Branch Exchange
 PBX
 N/A
 Private Branch Exchange (PBX) is a customer premise switch used to connect customer telephones to LEC central office lines (trunks) as well as switch internal calls within the customers' premises, usually with software-controlled features such as call forwarding and call pickup.BPX
 
公用陆地移动网
 Public Land Mobile Network
 PLMN
 用于区分一个国家或地区不同的移动通信运营商。一个服务区可由一个或若干个公用陆地移动通信网组成。PLMN区域的标识是MNC(Mobile Network Code,移动网络识别码),中国移动的MNC是00,中国联通的MNC是01。
 A network established or operated by a mobile telecommunications carrier in a country or a region. One or more PLMNs can form a service area. A PLMN is identified by the Mobile Network Code (MNC). For example, the MNC used by China Mobile is 00, and the MNC used by China Unicom is 01.
 
公共电话交换网
 public switched telephone network
 PSTN
 公用电话交换网(Public Switched Telephone Network)。为公共用户提供电话业务的电信网络,包括接入系统、电话交换机以及中继等。有时也称为POTS。
 Public Switched Telephone Network. A telecommunications network established to perform telephone services for the public subscribers. Sometimes called POTS.
 
队列
 queue
   呼叫在不能立即得到人工服务时需要排队, 这些排队的呼叫形成队列。
 A sequence of calls that wait for manual services.
 
录音管理服务器
 Record Manager Server
 RMS
 用于实现华为呼叫中心的软电话录音或VoIP抓包录音的组件。同时该组件也支持与第三方录音系统进行交互,实现华为呼叫中心与第三方录音系统的对接集成。
 A component that manages the RMC or VoIP mirroring voice recording server, achieving the function of softphone voice recording or VoIP mirroring voice recording. In addition, it can interact with third-party voice recording systems to implement the connection integration between the call center platform and third-party voice recording systems.
 
释放转
 release transfer
   呼叫转移或转出的一种方式。采用该方式,不管呼叫转移/转出是否成功,业务代表均释放呼叫。
 A mode of transferring calls out of the call center platform or transferring calls, in which the relevant agent releases the call regardless of whether the transfer or transfer-out is successful or not.
 
业务生成环境
 Service Creation Environment
 SCE
 SCE(Service Creation Environment)即业务生成环境,是一种提供图形化的自动业务开发工具。采用其提供的图形化编程界面,只需要简单编程,通过已有业务独立构件SIB(Service Independent Building Block)的组合,能够快速简便地生成新的业务。
 A graphical auto-service developing tool. With the graphical programming interface of the SCE, a new service can be created quickly and conveniently with simple programming and a combination of service independent building blocks (SIBs).
 
短消息业务
 Short Message Service
 SMS
 通过该业务,移动电话之间可以互相收发文本短消息,,业务提供商可以发送文本短消息给移动电话。目前,这种短消息的长度被限定在140字节之内。
 A service that enables mobile phones to send/receive and enables service providers to send text messages whose length is up to 140 bytes.
 
短消息业务中心
 Short Message Service Center
 SMSC
是网络中的一个节点, 主要负责接受手机提交的文本消息,决定消息接收者的目前状态, 下发消息到合适的目的用户, 或者是把消息储存起来以后下发。
 A node on the network, which implements the functions of receiving the text messages submitted by an MS, determining the current status of a message receiver, and delivering messages to the proper destination users or storing messages for subsequent delivery.
 
智能语音板
 Special Tone board
 SPT
     
指定转
 specified transfer
   呼叫转移的一种方式。在进行转移时,如果座席空闲,则直接接入空闲座席;如果正忙,则转入该座席的私有队列中。
 A mode of transferring calls. During call transfer, a call is directly transferred to an agent if the agent is idle, but if the agent is busy, the call is transferred to the private queue of the agent.
 
成功转
 success transfer
   呼叫转移或转出的一种方式。被转入方业务代表摘机接通来话后,转出方业务代表才可释放来话。否则,系统提示转出失败。
 A mode of call transfer. After an agent to whom the call is transferred hooks on, the agent who transfers the call out can release the call; otherwise, the system displays the call transfer failure.
 
挂起转
 suspension transfer
   呼叫转移的一种方式。采用该方式时,呼叫被转移到某自动流程,业务代表处于等待状态,等待呼叫返回到座席后业务代表与用户继续通话。
 A mode of transferring calls. After a call is transferred to an automatic flow in this mode, an agent waits for the return of the call, and when the call is returned, the agent continues to processing the call.
 
通话时长
 talk time
   对于自动语音应答(IVR)设备和座席设备,存在通话开始和通话结束时间,通话结束时间和通话开始时间之差就为通话时长。
 The duration between the talk start time and end time of a call on the IVR device and agent device.
 
通话次数
 talk times
   统计周期内呼叫在占用的设备上成功通话的次数。
 Number of times that calls are successfully answered on the devices that process the calls in the statistics period.
 
通话转
 talk transfer
   呼叫转出的一种方式。采用该方式,系统监视呼叫转出过程,被叫应答并和用户通话,业务代表释放呼叫。
 A mode of transferring calls out of the call center platform, in which the call center platform**s the transfer-out process. After the called party answers the call and talks with the user, the agent releases the call.
 
电话用户部分
 Telephone User Part
 TUP
 为基本通话过程中电路交换网络连接的建立、管理和释放提供了骨干通信,以便于提供远程电信服务。TUP 支持模拟和数字电路,并对电话管理信号的传输进行限定。
 A protocol that provides the signaling backbone between switching elements for basic call establishment, supervision, and release of circuit switched network connections for telecommunications services. TUP supports analog and digital circuits, and limited call management signaling.
 
文字交谈
 text chat
   指Internet用户通过浏览器与业务代表进行文字交流。
 The communication in texts between an Internet user and an agent through the Microsoft Internet Explorer (IE).
 
文本到语音
 Text To Speech
 TTS
 N/A
 N/A
 
三方通话
 three-party conversation
   业务代表将保持的一个呼叫加入到当前正与其通话的呼叫中实现三方的通话的功能。三方通话的情况下如果通话的两个客户都挂机则座席进入空闲态,如果业务代表释放则全部释放,座席进入空闲态,两个客户听忙音。
 A function that an agent connects a held call to the current call of the agent to set up a conversation among three-parties. In a three-party conversation, the agent becomes idle if the two customers end the calls. If the agent ends the conversation, the agent becomes idle and the customers hear only the busy tone.
 
三方通话转
 three-party transfer
   呼叫转出的一种方式。采用该方式,系统监视转出过程,被叫应答后实现三方通话。
  A mode of transferring calls out of the call center platform, in which the call center platform**s the transfer-out process. After the called party answers the call, a three-party conversation is set up.
 
门限告警
 Threshold alarm
   被监控量的值超出门限的阈值时产生的告警。
 When the**ed value exceeds the threshold, the alarm occurs.
 
流程轨迹分析器
 track server
   分析自动业务流程的组件。分析流程后可以得到执行最频繁的路径作为业务流程的关键路径。关键路径是业务流程优化和查错的重点。
 A component that analyzes automatic service flows to obtain the track wherein service flows frequently run. The component determines the track as the key track of service flows. The key track is the key point for optimizing service flows and detecting errors.
 
中继转库程序
 TransBam
   将排队机的中继数据或分布式资源信息转化成配置文件的组件。
 A component that converts trunk data in the ACD into configuration files and saves them in the running directory of the CTI Server for the CTI Server to query information.
 
统一网管代理
 Uniform Operation and Management Agent
 UOA
 N/A
 N/A
 
通用接入平台
 Universal Access Platform
 UAP
 N/A
 N/A
 
通用资源平台
 Universal Resource Platform
 URP
 华为技术有限公司研制的一种交换设备,可用于宽窄带一体化接入,并在呼叫中心和彩铃/视频应用中提供丰富的宽窄带媒体资源。
 A switching device developed by Huawei Technologies Co., Ltd. It is used for uniform access for broadband and narrowband signals and provides rich broadband and narrowband media resources in call centers and ring back tone (RBT) services/video services.
 
用户信息数据库
 User Information Database
 UIDB
 呼叫中心平台的专用数据库,提供对客户资料数据及各种系统统计数据的管理维护。
 A special database of the call center platform. It manages and maintains customer data and statistics of various types.
 
用户交互脚本服务器
 User Interactive Script Server
 UI
 呼叫中心平台提供的用于实现自动业务和外呼业务的组件。
 A component provided by the call center platform to achieve automatic services and outbound call services.
 
客户访问标识
 User Visit ID
 UVID
 对各种媒体的呼叫,系统会分配一个唯一的用户访问标识,用来区分不同的呼叫。
 The unique user visit ID that the system allocates to a call for differentiating calls.
 
录制服务器
 Video Record Processor
 VRP
 录制业务代表的屏幕操作变化的组件。
 A component that records the operations performed by agents through screens.
 
虚拟呼叫中心
 Virtual Call Center
 VCC
 一个由呼叫中心运营商在独立建设的一套呼叫中心上为各企业分配的座席、自动流程等资源的集合。各企业或机构从呼叫中心运营商租用这些资源,就可以享受呼叫中心提供的全部服务,而不需要承担单独建设呼叫中心昂贵的费用。
 A set of resources that a carrier sets up in an independent call center and allocates to different enterprises. The resources include agents and automatic flows. The enterprises hire the resources from the carrier to enjoy all the services of a call center, but do not need to pay high costs for setting up a call center.
 
虚拟引导号
 Virtual Directory Number
 VDN
 呼叫中心平台内一种虚拟设备的编号,它代表了某一类的应用。在呼叫中心平台,VDN用以指代虚拟呼叫中心。
 A number of a virtual device on the call center platform. It represents applications of a certain type. In the call center, a VDN represents a virtual call center.
 
语音可扩展标记语言
 Voice Extensible Markup Language
 VoiceXML
  一种计算机语言,该语言用于创建语音对话,语音对话具有几个特性:合成语音、数字化音频、语音和DTMF按键输入识别、语音输入录制、电话、混合主动交谈。该语言的主要目的是将基于web开发的优势在交互式语音应答应用得以发挥。
 A computer language that is designed for creating audio dialogs that feature synthesized speech, digitized audio, recognition of spoken and DTMF key input, recording of spoken input, telephony, and mixed-initiative conversations. Its major goal is to bring the advantages of web-based development and content delivery to interactive voice response applications.
 
网络电话
 Voice over IP
 VoIP
 基于IP的语音(VoIP)是一个IP电话术语,用于描述对Internet上的语音信息发送进行管理的一套设施。VoIP涉及以数字形式发送语音信息。这种发送是通过不连续的数据包,而不是通过PSTN传统的面向电路的协议。
 An IP telephony term for a set of facilities used to manage the delivery of voice information over the Internet. VoIP involves sending voice information in a digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network (PSTN).
 
语音台
 Voice Peripheral
 VP
 VP(Voice Peripheral)即语音台,是UAP设备的智能外设,可以提供录音、放音和收号等功能。
 An intelligent peripheral of the UAP. The VP provides the system with the functions such as recording, announcement playback, and digit collecting.
 
Web应用服务器
 Web Application Server
 WAS
 N/A
 The application server software based on Java and J2EE/EJB. It can be used to create a program interface in a Web browser. It is a kind of middleware that is widely accepted by integrators and customers.
 
Web集成呼叫中心
 Web Enabled Call Center
 WECC
 利用Web、IP技术,以多种媒体的组合为Internet上通过Web方式接入呼叫中心的用户提供服务的功能,提供的服务包括文字交谈、点击通话、护航浏览、回呼请求、表单共享、标记同步等。
 A function that is provided by the call center platform based on the Web and IP technologies by combining multiple media types. After the function is enabled, the call center platform can provide services for the Internet users who access the call center through the Web browser. The services include text chat, click-to-dial, escorted browsing, callback request, form sharing, and page marker synchronization.
 
Web媒体服务器
 Web Media Server
 WebM
 呼叫中心平台中实现护航浏览、表单共享、点击通话、回呼请求、文字交谈等Web呼叫的接入和处理的组件。
 A component that is installed on the call center platform to connect and process Web calls such as escorted browsing, form sharing, click-to-dial, callback request, and text chat.
 
Web消息网关
 Web Message Gateway
 WMG
 呼叫中心平台中负责管理Web上发起的交互请求的组件。
 A component on the call center platform for managing the interaction requests that are initiated through the Web.
 
Windows媒体音频
 Windows Media Audio
 WMA
 微软公司开发的一种数字音频编码方案,它通常是在因特网上用于发行录制的音乐。
 A digital audio coding scheme developed by Microsoft that is used in distributing recorded music, usually over the Internet.
 
排班管理系统
 Workforce Management system
 WFM system
 针对呼叫中心的运行情况,使用智能化的人员优化和管理方法,对客户代表的工作时间进行自动安排的系统。
 A system that is developed based on the running of Huawei call center platform to schedule shifts for agents through intelligent staffing optimization and scheduling management.

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