Glossary

ACD Automatic Call Distributor: This is the device that distributes calls as workflow tasks to specific staff members trained to serve the caller and the specific subject of the call.
ACD gateway: An interflow control or the connection between ACD systems that allows one ACD system to forward a request to another ACD. This can be inband (on the actual trunk to be used by the call) or out-of-band (a data signaling channel only) The ACD gateway is configured as a step in a routing script.
ACD Interflow: The ability to offer a waiting call at center A to any other center in the enterprise. Optimally (ACD dependent) the queued customer should be recognized by all of the centers in the network for the first appropriately skilled agent to serve.
Abandoned call: This occurs when a caller hangs up before the call is answered. Calls in which the caller hangs up almost immediately do not have to be counted as abandoned but should be tracked as potential trunk signaling problems.
About box (Windows): A dialog box that displays general information about an application. The About box usually contains copyright and version information. In most applications, you can invoke it from the Help menu.
Activity Codes: Originally this referred to the after call work codes that are entered by the agent into the ACD instrument so some call type or disposition state can be tabulated. These are also called after call work, wrap up or disposition codes. More recently...

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A Practical Guide to Call Center Technology