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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 telecommunications 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.
Telemarketing is a method of direct marketing in which a salesperson solicits prospective customers to buy products, subscriptions or services, either over the phone or through a subsequent face to face or web conferencing appointment scheduled during the call. Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing.
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.
Caller identification is a telephone service, available in analog and digital telephone systems, including voice over IP (VoIP), that transmits a caller's telephone number to the called party's telephone equipment when the call is being set up. The caller ID service may include the transmission of a name associated with the calling telephone number, in a service called Calling Name Presentation (CNAM). The service was first defined in 1993 in International Telecommunication Union – Telecommunication Standardization Sector (ITU-T) Recommendation Q.731.3.
A voicemail system is a computer-based system that allows callers to leave a recorded message when the recipient has been unable or unwilling to answer the phone. Calls may be diverted to voicemail manually or automatically. The caller is prompted to leave a message and the recipient can retrieve the message at a later time.
411 is a telephone number for local directory assistance in Canada and the United States. Until the early 1980s, 411 – and the related 113 number – were free to call in most jurisdictions.
A collect call in Canada and the United States, known as a reverse charge call in other parts of the English-speaking world, is a telephone call in which the calling party wants to place a call at the called party's expense.
In telecommunications, directory assistance or directory inquiries is a phone service used to find out a specific telephone number and/or address of a residence, business, or government entity.
A telecommunications relay service, also known as TRS, relay service, or IP-relay, or Web-based relay service, is an operator service that allows people who are deaf, hard of hearing, deafblind, or have a speech disorder to place calls to standard telephone users via a keyboard or assistive device. Originally, relay services were designed to be connected through a TDD, teletypewriter (TTY) or other assistive telephone device. Services gradually have expanded to include almost any real-time text capable technology such as a personal computer, laptop, mobile phone, PDA, and many other devices. The first TTY was invented by deaf scientist Robert Weitbrecht in 1964. The first relay service was established in 1974 by Converse Communications of Connecticut.
5-1-1 is a transportation and traffic information telephone hotline in some regions of the United States and Canada. Travelers can dial 511, a three-digit telephone number, on landlines and most mobile phones. The number has also extended to be the default name of many state and provincial transportation department road conditions Web sites, such as Wisconsin's site. It is an example of an N11 code, part of the North American Numbering Plan.
In the early days of telephony, companies used manual telephone switchboards, and switchboard operators connected calls by inserting a pair of phone plugs into the appropriate jacks. They were gradually phased out and replaced by automated systems, first those allowing direct dialing within a local area, then for long-distance and international direct dialing.
In telephony, an automated attendant allows callers to be automatically transferred to an extension without the intervention of an operator/receptionist. Many AAs will also offer a simple menu system. An auto attendant may also allow a caller to reach a live operator by dialing a number, usually "0". Typically the auto attendant is included in a business's phone system such as a PBX, but some services allow businesses to use an AA without such a system. Modern AA services can route calls to mobile phones, VoIP virtual phones, other AAs/IVRs, or other locations using traditional land-line phones or voice message machines.
Abbreviated dialing is the use of a very short digit sequence to reach specific telephone numbers, such as those of public services. The purpose of such numbers is to be universal, short, and easy to remember. Typically they are two or three digits.
Tellme Networks, Inc. was an American company founded in 1999 by Mike McCue and Angus Davis, which specialized in telephone-based applications. Its headquarters were in Mountain View, California.
Phone sex is a conversation between two or more people by means of the telephone which is sexually explicit and is intended to provoke sexual arousal in one or more participants. As a practice between individuals temporarily separated, it is as old as dial telephones, on which no operator could eavesdrop. In the later 20th century businesses emerged offering, for a fee, sexual conversations with a phone sex worker.
Mobile local search is a technology that lets people search for local things using mobile equipment such as mobile phones, PDAs, and other mobile devices. Mobile local search satisfies the need to offer a mobile subscriber spontaneous access to near-position services and information such as businesses, products, events, restaurant, movie theatre or other local information. Mobile local search is the search and discovery of persons, places, and things within an identifiable space defined by distinct parameters. These parameters are evolving. Today they include social networks, individuals, cities, neighborhoods, landmarks, and actions that are relevant to the searcher's past, current, and future location. These parameters provide structure to vertically deep and horizontally broad data categories that can stand-alone or are combined to comprise searchable directories.
GOOG-411 was a telephone service launched by Google in 2007, that provided a speech-recognition-based business directory search, and placed a call to the resulting number in the United States or Canada. The service was accessible a toll-free telephone number. It was an alternative to 4-1-1, an often-expensive service provided by local and long-distance phone companies, and was therefore commonly known as Google 411. This service was discontinued on November 12, 2010.
800-The-Info was a toll-free directory assistance (DA) and information service provided in the United States by Verizon. 800-The-Info was subsidized by businesses that purchase advertising space on the service. Callers did not pay for the service, but had to listen to ads. The service offered local business listings including numbers and addresses.
1-800-FREE-411 is an American service offering advertising-supported directory assistance, operated by Marchex.
References
- ↑ "Darby Bailey Official Site" . Retrieved October 14, 2018.
- ↑ Weingerten, Gene. "Directory Persistence helps find Darby". Star-News .
- ↑ "MACHINE OPERATORS". The Boston Globe. Archived from the original on February 24, 2017. Retrieved January 28, 2017.
- ↑ Markoff, John (October 9, 2006). "Tellme and Cingular Plan Broader Directory Service". The New York Times. ISSN 0362-4331 . Retrieved March 16, 2016.
- ↑ "Voices in increasing demand for phone automation; Speech recognition:Technology replaces touch-tone menus to route calls and perform other functions over the phone". Telegraph Herald . July 21, 2002. Archived from the original on February 24, 2017. Retrieved January 28, 2017.
- ↑ Weingarten, Gene (March 26, 2006). "Directory Persistence ... in which Gene stalks a smooth operator". The Washington Post . Retrieved January 28, 2017.
- ↑ Wong, May. "Voices a growing commodity in phone automation". Berkeley Daily Planet . Retrieved February 23, 2017.
- ↑ "Punch 511 for word on traffic". Deseret News . Archived from the original on February 24, 2017. Retrieved March 16, 2016.
- ↑ "The Voice of the Future", Peltz, Michael, 'Worth Magazine', February 2001
- ↑ "Verizon's New 411 System: Is It a Live Operator, or Is It 'Darby'?". Speech Technology . Retrieved February 23, 2017.
- ↑ "Voice technology easing transactions". USA Today . Retrieved March 16, 2016.
- ↑ "OK, here's the 411". Boston.com . Retrieved March 16, 2016.