An automated call distribution system, commonly known as automatic call distributor (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.
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.
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 telecommunications, 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 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.
A voicemail system is a computer-based system that allows users and subscribers to exchange personal voice messages; to select and deliver voice information; and to process transactions relating to individuals, organizations, products, and services, using an ordinary phone. The term is also used more broadly to denote any system of conveying a stored telecommunications voice messages, including using an answering machine. Most cell phone services offer voicemail as a basic feature; many corporate private branch exchanges include versatile internal voice-messaging services, and *98 vertical service code subscription is available to most individual and small business landline subscribers.
A telephone call or telephone conversation, also known as a phone call or voice call, is a connection over a telephone network between the called party and the calling party. Telephone calls started in the late 19th century. As technology has improved, a majority of telephone calls are made over a cellular network through mobile phones or over the internet with Voice over IP. Telephone calls are typically used for real-time conversation between two or more parties, especially when the parties cannot meet in person.
A mobile device is a computer, small enough to hold and operate in the hand. Mobile devices typically have a flat LCD or OLED screen, a touchscreen interface, and digital or physical buttons. They may also have a physical keyboard. Many such devices can connect to the Internet and connect with other devices such as car entertainment systems or headsets via Wi-Fi, Bluetooth, cellular networks or near field communication. Integrated cameras, the ability to place and receive voice and video telephone calls, video games, and Global Positioning System (GPS) capabilities are common. Power is typically provided by a lithium-ion battery. Mobile devices may run mobile operating systems that allow third-party applications to be installed and run.
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 is the two-way or multipoint reception and transmission of audio and video signals by people in different locations for real-time communication. A videophone is a telephone with a video camera and video display, capable of simultaneous video and audio communication. Videoconferencing implies the use of this technology for a group or organizational meeting rather than for individuals, in a videoconference. Telepresence may refer either to a high-quality videotelephony system or to meetup technology, which can go beyond video into robotics. Videoconferencing has also been called visual collaboration and is a type of groupware.
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 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 email, blogs, wikis, flash animations or video, 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 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, video games and digital photography. Mobile phones offering only basic capabilities are known as feature phones; mobile phones which offer greatly advanced computing capabilities are referred to as smartphones.
An automatic dialer is an electronic device or software that automatically dials telephone numbers. Once the call has been answered, the autodialer either plays a recorded message or connects the call to a live person.
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.
