A video compression format that provides video conferencing over one or more 64 Kbps channels. Those channels are usually delivered by ISDN. You can think of H.320 as the ISDN video conferencing standard. You will need to think about video compression formats if you plan to offer your customers video access to your agents.

A video compression format that provides video conference over the Internet. Some people will tell you that the quality is almost as good as the H.320 standard. Others will tell you it doesn't come close. (It probably depends on what they're sending and the quality of the Internet connection.) H.323 has caused some call centers to take a second look at providing video access to their call centers.

In common usage, this is someone who hacks his or her way into a computer or telephone system by illegal means. Use this meaning when talking to a computer programmer of a certain age, and you will see him or her turn purple with rage. Once upon a time "hacker" was a person who hacked away at a program until it worked. It then became a badge of honor for elite programmers. But common usage has taken over the meaning from the in-group term. If someone is referred to as a "hacker" you can bet he or she is breaking into to networks, not creating software, unless the context tells you otherwise.

A call that is answered by an employee, as opposed to...