1B+D座席 1B+D agent
 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.
 3rd Generation Partnership Project
 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.
 Advanced Intelligent Peripheral
 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.
 An attendant who provides telephone users or Web users with various types of information services of an enterprise or organization.
 agent console
 An enterprise that operates on part or all of the products of a carrier to gain commission
 Agent Gateway
 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.
 Application Logic Server
 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.
 Automatic Call Distributor
 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.
 Automatic Number Identification
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.
 automatic scheduling
 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.
 Automatic Speech Recognition
 The function of converting the spoken word into a machine understandable form.
 automatic station
 A service that automatically processes calls in the IVR and provides automatic functions such as balance transfer, call fee query, business handling.
 Busy Hour Call Attempts
 The number of call attempts during the busiest hour of the day. BHCA cover successful calls and unsuccessful call attempts.
 Call Center Server
 The core component of the call center platform, managing calls independent of media types.
 call completion rate
 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%
 Call Control Interactive Voice Response
 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.
 call ID
 The unique ID that the system allocates to a call.
 Call Instance Data
 callback request
 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.
 change server
 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.
 click to dial
 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.
 combination transfer
 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.
 Common Communication Proxy
 A component that serves as a data communication proxy for the interconnection between a third-party system and the call center platform.
 Computer &Telephony Integration Link
 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.
 Computer &Telephony Integration Server
 CTI Server
 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.
 Computer Telephony Integration
 Technology that allows interactions on a telephone and a computer to be integrated or co-ordinated.
 Connection Control Bar
 A call connection component that provides comprehensive and useful call processing functions.
 contact media
 Media that implements information transmission, including voice, email, fax, and Web media.
 Data transfer Proxy
 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.
 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
 A component that connects and processes email calls and fax calls.
 escorted browsing
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.
 fax call
 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.
 Fax Peripheral
 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.
 File Synchronization tool
 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.
 form sharing
 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.
 Front End Processor
 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
 global service logic
 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.
 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.
 A component that checks the running information of the server programs of the call center platform.
 Integrated Development Environment
 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.
 Intelligent Call Distribution Communication
 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.
 Intelligent Routing Center
 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.
 Interactive Voice Response
 A component that resolves and runs the loaded flows to achieve automatic services, for example, playing voice announcements to users and collecting user information.
 internal help request
 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.
 IP Contact Center
 A contact management system which gives growing businesses the flexibility to compete with larger industry players.
 management system client
 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.
 manual scheduling
 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).
 manual station
 A service wherein agents handle calls to provide manual services.
 measurement index
 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.
 measurement object
 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.
 measurement unit
 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.
 message call
 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.
 message leaving call
 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.
 Monitor Daemon Server
 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.
 Net Check Tool
 A component that checks the network connections between the core server and other components of the call center platform.
 Network Intelligent Routing Center
 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.
 Networked Call Center
 A call center that is formed for resource sharing by interconnecting multiple independent call centers.
 NIRC Management System
 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
 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
 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 call
 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.
 ordinary call
 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.
 OutBound Server
 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.
 page marker synchronization
 Enhancement of the escorted browsing function for synchronizing window sizes, cursor locations, and page rolling on synchronized pages.
 PC+Phone agent
 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.
 predictive dialing
 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.
 preview dialing
  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.
 Private Branch Exchange
 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
 Public Land Mobile Network
 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.
 public switched telephone network
 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.
   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.
 Record Manager Server
 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.
 release transfer
 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.
 Service Creation Environment
 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).
 Short Message Service
 A service that enables mobile phones to send/receive and enables service providers to send text messages whose length is up to 140 bytes.
 Short Message Service Center
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.
 Special Tone board
 specified transfer
 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.
 success transfer
 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.
 suspension transfer
 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.
 talk time
 The duration between the talk start time and end time of a call on the IVR device and agent device.
 talk times
 Number of times that calls are successfully answered on the devices that process the calls in the statistics period.
 talk transfer
 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.
 Telephone User Part
 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.
 text chat
 The communication in texts between an Internet user and an agent through the Microsoft Internet Explorer (IE).
 Text To Speech
 three-party conversation
 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.
 three-party transfer
  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.
 Threshold alarm
 When the**ed value exceeds the threshold, the alarm occurs.
 track server
 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.
 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.
 Uniform Operation and Management Agent
 Universal Access Platform
 Universal Resource Platform
 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.
 User Information Database
 A special database of the call center platform. It manages and maintains customer data and statistics of various types.
 User Interactive Script Server
 A component provided by the call center platform to achieve automatic services and outbound call services.
 User Visit ID
 The unique user visit ID that the system allocates to a call for differentiating calls.
 Video Record Processor
 A component that records the operations performed by agents through screens.
 Virtual Call Center
 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.
 Virtual Directory Number
 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.
 Voice Extensible Markup Language
 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.
 Voice over IP
 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).
 Voice Peripheral
 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 Application Server
 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 Enabled Call Center
 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 Media Server
 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 Message Gateway
 A component on the call center platform for managing the interaction requests that are initiated through the Web.
 Windows Media Audio
 A digital audio coding scheme developed by Microsoft that is used in distributing recorded music, usually over the Internet.
 Workforce Management system
 WFM system
 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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