The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions

Chapter 14: M: M MVIP

M
Preferred by list people for the abbreviation for one thousand. It comes from the Latin word "mille" (which means "thousand"). Technical people prefer the abbreviation "K" which doesn't always mean the same thing.
MAIN DISTRIBUTION FRAME
The point at which outside plant cables terminate, and cross-connections are made to terminal or central office line equipment.
MAINFRAME SERVER
A mainframe server is a large computer that stores lots of information and manages libraries of information. Employees accessing this information, use "client" computers, usually a PC. Clients are devices and software that request information.
MAKE-BUSY
You don't want your call center to use a particular circuit, terminal, or termination at this time. To make it unavailable, you make it look busy to the circuits that are trying to connect to it.
MANUAL GAIN CONTROL MGC
There are two electronic ways you can control the transmission of an electronic signal Manual or Automatic Gain Control (AGC). AGC is an electronic circuit in tape recorders, speakerphones and headphones which is used to maintain volume. AGC is not always a brilliant idea since it attempts to produce a constant volume level. This means it will try to equalize all sounds the volume of your voice and, when you stop talking, the circuit static and/or general room noise which you undoubtedly do not want amplified. When recording something that you want to sound professional (an auto attendant greeting or a message on hold), it is often better to use manual gain control,...

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