A telephone handset either has a round mouthpiece and earpiece or square ones. If your phone has round pieces, it has a G-style handset. Most phones these days come with square handsets, known as K-style. There are a few things you can tell about your telephone and telephone system by knowing it has a G-style handset. First, it's probably pretty old. Second, it probably has a carbon-based microphone. (This is vital to know when you buy a headset.) Third, the old trick of tapping your mouthpiece on the desk when the other party can't hear you clearly actually works with G-style handsets. (Don't try it with K-style handsets!) It has something to do with lining up the carbon granules.

A 900 or pay-per-call service.

The brand name of Rockwell's signature automatic call distributor. It is no longer manufactured by Rockwell, but the company still supports those systems still in use.

A Gantt chart is a visual display format used in call center management and planning. Gantt charts, named for their inventor, came to call centers from the engineering world, where they've been used for decades. A Gantt chart shows, using rows and columns, a table of available resources spread out over time. They are used for project planning in other industries. In call centers, it's one way to view the availability of agents over increments of a staffing day.

Also known as a split or a...