This is a auto-generated Article of all your definitions within the glossary.
Glossary
This is a auto-generated Article of all your definitions within the glossary.
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AA
Auto Attendant An automated attendant is a pre-recorded menu that allows callers to transfer to an extension without the intervention of a live receptionist
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AAC
Adjusted Abandoned Calls Number of calls that abandoned the queue, minus all calls that were abandoned in under 10 seconds.
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AAR
Adjusted Abandon Rate The percentage of calls offered that abandoned the queue, minus all calls that were abandoned in under 10 seconds. Calculation: (Adjusted Abandoned Calls) / (Calls Offered)
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AAS
Average Answer Speed Average time a call is in the queue before being answered by an agent, in seconds.
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AC
Abandoned Calls Number of calls that abandoned the queue before being offered to an agent.
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ACO
Adjusted Calls Offered The adjusted number of calls that reached the queue. ACO excludes calls abandoned in less than 10 seconds.
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ACV
Annual Contract Value
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AH
Average Hold Time Average time a caller spends on hold with an agent. AH excludes waiting time in the call queue.
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AHT
Average Handle Time Average time an agent spent on a call. AHT includes Talk Time (TT), Hold Time (HT), and Disposition Time (ACW).
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AR
Abandon Rate The percentage of calls that were offered and abandoned in the selected queue. If none are selected, the total for all queues is displayed. Calculation: (Abandoned calls) / (Calls offered)
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AST
Assisted Calls Handled Number of calls answered and passed onto a different agent for further handling.
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ATA
Analog Telephone Adapter
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ATT
Average Talk Time Average number of minutes spent by an agent talking per answered call on calls originating through a call queue.
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CDR
Call Data Records
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CH
Calls Handled Number of calls answered by agents originating through a call queue.
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CO
Calls Offered Number of calls that reached the queue that will be dispatched to agents. CO includes abandoned calls and excludes forward calls and voicemails.
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CPE
Customer Premises Equipment
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CRM
Customer Relationship Management
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CSR
Customer Service Record
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DECT
Digital Enhanced Cordless Communications
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DID
Direct Inward Dialing
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DSL Internet
Digital subscriber line
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DT
Percent Dial Transfers The percentage of calls landing in a queue and were offered to an agent.
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FWD
Forward Number of calls forwarded to another queue or an offnet (a non-Versature) phone number for handling. FWD includes forwarded calls to voicemail.
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IVR
Interactive Voice Response Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad.
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LAN
Local Area Network
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latency
The time it takes for a data packet to travel between points on a network: the higher the latency, the poorer the connection.
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LNP
Local Number Portability
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LNP
Local Number Portability
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MAC Address
Media Access Control Address
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MC
Missed Calls Number of calls originating through a call queue offered to an agent but not answered.
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MPLS
Multiprotocol Label Switching
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MRR
Monthly Recurring Revenue
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MSP
Managed Service Provider
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NAP
Network Access Point
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NPA
Number Plan Area (Area Code)
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NXX
The three digits of a phone number immediately following the area code, also called the “exchange” or the “Central Switching Office Designation." In the number (555) 222-3333, the NPA is “555” and the NXX is “222”
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packet loss
When one or more packets of data traveling across a network fail to reach their destination, caused by errors in data transmission or network congestion.
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PBX
Private Branch Exchange
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POE
POE describes any of several standard or ad-hoc systems that pass electric power along with data on twisted pair Ethernet cabling. This allows a single cable to provide both data connection and electric power to devices such as wireless access points, IP cameras, and VoIP phones.
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Point to point Internet
Point to point dsl and cable all are effectively the same concept. You have a cable connection of some sort. The difference is that dsl is run through phone lines in the ground so the availability is higher/wider. Cable is faster but requires a coaxial connection whereas point to point is the same concept but a different cable that's usually rented from another provider.
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QoS
Quality of Service
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robocaller
A robocaller is an automated telephone system that can place calls and deliver pre-recorded messages to a large number of people simultaneously. These systems can be used for a variety of purposes, such as telemarketing, political campaigning, and debt collection. Robocallers can also be used for fraudulent purposes, such as scams and phishing attempts, where the caller tries to trick the recipient into giving away personal information or money. The use of robocallers is regulated by law in many countries to protect consumers from unwanted or harmful calls.
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Roll-Over Lines
Rollover lines are used with traditional landlines to enable businesses to handle more than one phone call at a time. The concept with rollover lines is that one landline can only handle one call, so any additional calls would roll over to the next line.
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SaaS
Software as a Service
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SIP Trunking
The use of VoIP to facilitate the connection of a traditional PBX to the Internet. The Internet replaces the conventional telephone trunk, allowing a business to communicate with a traditional PSTN subscriber.
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SL
Service Level The percentage of calls originating through the call queue that are answered within 60 seconds or less.
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SLA
Service Level Agreement
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STUN
Simple Transversal of UDP through NATs A protocol for assisting devices behind a NAT firewall or router.
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Traffic Shaping
Bandwidth management used on networks to optimize performance. At Versature, we traffic shape Voice to ensure high call performance.
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TT
Talk Time Number of minutes spent by an agent on answered calls originating through a call queue.
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UCaaS
Unified Communications as a Service
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VARS
Value Added Reseller
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VM
Voicemail Number of calls handled by the automated voicemail system.
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VOL
Call Volume Number of calls originated through the selected queue. If none are selected, the total for all queues is displayed. VOL includes answered calls, abandoned calls, forwards, and voicemails.
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WAN
Wide Area Network
