An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible."
Telephony is the field of technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties. The history of telephony is intimately linked to the invention and development of the telephone.
Object–relational mapping in computer science is a programming technique for converting data between a relational database and the heap of an object-oriented programming language. This creates, in effect, a virtual object database that can be used from within the programming language.
Surveillance is the monitoring of behavior, many activities, or information for the purpose of information gathering, influencing, managing, or directing. This can include observation from a distance by means of electronic equipment, such as closed-circuit television (CCTV), or interception of electronically transmitted information like Internet traffic. It can also include simple technical methods, such as human intelligence gathering and postal interception.
Wiretapping, also known as wire tapping or telephone tapping, is the monitoring of telephone and Internet-based conversations by a third party, often by covert means. The wire tap received its name because, historically, the monitoring connection was an actual electrical tap on an analog telephone or telegraph line. Legal wiretapping by a government agency is also called lawful interception. Passive wiretapping monitors or records the traffic, while active wiretapping alters or otherwise affects it.
Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many predictive dialer systems.
A pager, also known as a beeper or bleeper, is a wireless telecommunications device that receives and displays alphanumeric or voice messages. One-way pagers can only receive messages, while response pagers and two-way pagers can also acknowledge, reply to, and originate messages using an internal transmitter. In Japanese, it was commonly called a pocket bell or pokeberu (ポケベル), which is an example of wasei-eigo.
An answering machine, answerphone, or message machine, also known as telephone messaging machine in the UK and some Commonwealth countries, ansaphone or ansafone, or telephone answering device (TAD), is used for answering telephone calls and recording callers' messages.
A voicemail system is a computer-based system that allows people to leave a recorded message when the recipient is unable to answer the phone. The caller is prompted to leave a message and the recipient can retrieve said message at a later time.
Mobile telephony is the provision of telephone services to mobile phones rather than fixed-location phones. Telephony is supposed to specifically point to a voice-only service or connection, though sometimes the line may blur.
The history of mobile phones covers mobile communication devices that connect wirelessly to the public switched telephone network.
Mobile phone tracking is a process for identifying the location of a mobile phone, whether stationary or moving. Localization may be affected by a number of technologies, such as the multilateration of radio signals between (several) cell towers of the network and the phone or by simply using GNSS. To locate a mobile phone using multilateration of mobile radio signals, the phone must emit at least the idle signal to contact nearby antenna towers and does not require an active call. The Global System for Mobile Communications (GSM) is based on the phone's signal strength to nearby antenna masts.
Videotelephony (also known as videoconferencing or video call is the use of audio and video for real-time communication between people.
Martin Cooper is an American engineer. He is a pioneer in the wireless communications industry, especially in radio spectrum management, with eleven patents in the field.
This is a comparison of standards of wireless networking technologies for devices such as mobile phones. A new generation of cellular standards has appeared approximately every tenth year since 1G systems were introduced in 1979 and the early to mid-1980s.
Click-to-call, also known as click-to-talk, click-to-dial, click-to-chat and click-to-text, is a form of Web-based communication in which a person clicks an object to request an immediate connection with another person in real-time either by phone call, Voice-over-Internet-Protocol (VoIP), or text. Click to talk requests are most commonly made on websites but can also be initiated by hyperlinks placed in emails or videos, and other Internet-based object or user interfaces.
Call recording software records telephone conversations over PSTN or VoIP in a digital audio file format. Call recording is distinct from call logging and tracking, which record details about the call but not the conversation; however, software may include both recording and logging functionality.
A mobile phone signal is the signal strength received by a mobile phone from a cellular network. Depending on various factors, such as proximity to a tower, any obstructions such as buildings or trees, etc. this signal strength will vary. Most mobile devices use a set of bars of increasing height to display the approximate strength of this received signal to the mobile phone user. Traditionally five bars are used.
A mobile phone or cell phone is a portable telephone that can make and receive calls over a radio frequency link while the user is moving within a telephone service area, as opposed to a fixed-location phone. The radio frequency link establishes a connection to the switching systems of a mobile phone operator, which provides access to the public switched telephone network (PSTN). Modern mobile telephone services use a cellular network architecture, and therefore mobile telephones are called cellphones in North America. In addition to telephony, digital mobile phones support a variety of other services, such as text messaging, multimedia messaging, email, Internet access, short-range wireless communications, satellite access, business applications, payments, multimedia playback and streaming, digital photography, and video games. Mobile phones offering only basic capabilities are known as feature phones ; mobile phones that offer greatly advanced computing capabilities are referred to as smartphones.
Voice-based marketing automation (VBMA) refers to software platforms designed for marketing, sales, and support departments to measure, manage, and automate their phone conversations. Marketing departments, sales teams, and support agents use VBMA to initiate, manage, monitor, track, route, record, and report on sales and support phone conversations.
