The ability of the latest ACDs to intelligently route calls based on several pieces of information, including: information provided by the caller, a database on callers and system parameters within the ACD such as call volumes within agent groups, and number of agents available.

Not busy. Sitting around waiting to handle a call. Used to describe a telephone or telephone agent in a call center.

A method of controlling information in a telecommunications network by using tones or other signals carried within the same band or channel as the information being carried. For example, in a telephone call, tones can be used to control the transmission, receipt and disconnection of the call. If you have ever had a voice mail system cut you off while you were leaving a message (after about three seconds), then you have experienced one of the drawbacks of in-band signaling. Your voice imitated the tone used by the voice mail system to signal "disconnect."

In this dictionary, a term used to describe calls. Inbound calls are made by other people to your company. From your point of view (or the point of view of your company), they are calls arriving, or coming in, hence "inbound."

A project that receives calls on a designated group of trunks and creates a campaign database from the data entered by the agents.

In the fax world, this refers to the problem of receiving faxes on a fax...