A call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
The erlang is a dimensionless unit that is used in telephony as a measure of offered load or carried load on service-providing elements such as telephone circuits or telephone switching equipment. A single cord circuit has the capacity to be used for 60 minutes in one hour. Full utilization of that capacity, 60 minutes of traffic, constitutes 1 erlang.
Simula is the name of two simulation programming languages, Simula I and Simula 67, developed in the 1960s at the Norwegian Computing Center in Oslo, by Ole-Johan Dahl and Kristen Nygaard. Syntactically, it is an approximate superset of ALGOL 60, and was also influenced by the design of Simscript.
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."
Circuit switching is a method of implementing a telecommunications network in which two network nodes establish a dedicated communications channel (circuit) through the network before the nodes may communicate. The circuit guarantees the full bandwidth of the channel and remains connected for the duration of the communication session. The circuit functions as if the nodes were physically connected as with an electrical circuit.
Object Linking and Embedding (OLE) is a proprietary technology developed by Microsoft that allows embedding and linking to documents and other objects. For developers, it brought OLE Control Extension (OCX), a way to develop and use custom user interface elements. On a technical level, an OLE object is any object that implements the IOleObject interface, possibly along with a wide range of other interfaces, depending on the object's needs.
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.
Queue areas are places in which people queue for goods or services. Such a group of people is known as a queue or line, and the people are said to be waiting or standing in a queue or in line, respectively. Occasionally, both the British and American terms are combined to form the term "queue line".
In computer science, a stack is an abstract data type that serves as a collection of elements with two main operations:
In computer science, message queues and mailboxes are software-engineering components typically used for inter-process communication (IPC), or for inter-thread communication within the same process. They use a queue for messaging – the passing of control or of content. Group communication systems provide similar kinds of functionality.
Disney Parks have utilized virtual queue systems since the introduction of the FastPass System in 1999. These systems allow theme park visitors to wait in a virtual queue for an attraction, reducing the time spent in line. Depending on the system, access to virtual queues may come with park admission or may be an additional charge. Currently available virtual queue systems are Disney Genie at Disneyland Resort and Walt Disney World Resort, and Disney Premier Access at Disneyland Paris, Hong Kong Disneyland Resort, Tokyo Disney Resort, and Shanghai Disney Resort. Previous systems include FastPass, FastPass+, and MaxPass.
Teletraffic engineering, or telecommunications traffic engineering is the application of transportation traffic engineering theory to telecommunications. Teletraffic engineers use their knowledge of statistics including queuing theory, the nature of traffic, their practical models, their measurements and simulations to make predictions and to plan telecommunication networks such as a telephone network or the Internet. These tools and knowledge help provide reliable service at lower cost.
Music on hold (MOH) is the business practice of playing recorded music to fill the silence that would be heard by telephone callers who have been placed on hold. It is especially common in situations involving customer service.
A call transfer is a telecommunications mechanism that enables a user to relocate an existing telephone call to another phone or attendant console, using a transfer button or a switchhook flash and dialing the required location. The transferred call is either announced or unannounced.
Virtual queue is a concept used in both inbound call centers and other businesses to improve wait times for users. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. Virtual queue systems allow callers to receive callbacks instead of waiting in an ACD queue.
Joins is an asynchronous concurrent computing API (Join-pattern) from Microsoft Research for the .NET Framework. It is based on join calculus and makes the concurrency constructs of the Cω language available as a CLI assembly that any CLI compliant language can use.
The Brain Fuck Scheduler (BFS) is a process scheduler designed for the Linux kernel in August 2009 based on earliest eligible virtual deadline first scheduling (EEVDF), as an alternative to the Completely Fair Scheduler (CFS) and the O(1) scheduler. BFS was created by Con Kolivas.
Call management is the process of designing and implementing inbound telephone call parameters, which govern the routing of these calls through a network. The process is most prominently utilized by corporations and the call centre industry and has its highest effectiveness when call logging software tools are used. Calls are routed according to the set up of calling features within the given system such as Call queues, IVR menus, Hunt groups and Recorded announcements. Call features provide a customised experience for the caller and maximize the efficiency of inbound call handling. Call management parameters can specify how calls are distributed according to an operator's skill level in relation to a call, the time and/or date of a call, the location of the caller or through automatic routing processes.
Court piece is a trick-taking card game similar to the card game whist in which eldest hand makes trumps after the first five cards have been dealt, and trick-play is typically stopped after one party has won seven tricks. A bonus is awarded if one party wins the first seven tricks, or even all tricks. The game is played by four players in two teams, but there are also adaptations for two or three players.
VirtualPBX is a privately held communications service provider offering PBX technology to manage phone tasks within offices and departments.
