Telephony Glossary - Page 10

Toll-free - See Free-call.

Tracking - A software feature that uses modeling to help a Call Center plan agent assignments and evaluate its performance.

Transmission Control Protocol/Internet Protocol (TCP/IP) - A set of networking protocols used on the Internet.

Transport Layer - Layer 4 of the ASAI protocol stock. Not used. However, if it exists in an implementation, it passes data, unchanged, to the next layer.

Turnkey applications - Applications that users can install and use "right out of the box," without customizing.

Unison® - A Call Center management solution from Davox Corporation that allows Call Center supervisors to monitor and manage agents, build and modify agent screens for telemarketing campaigns, match agent skills to customer needs, and monitor and coach agents.

UNIX - A 32-bit operating system developed by AT&T Bell Labs that supports multi-users and multitasking.

User to User Information (UUI) - Tags that routing applications can use to transfer customer information with the call or to trigger an appropriate screen pop on the next agent's PC screen.

User-to-user information - See UUI.

Value Query - One of ASAI's eight Application Service Elements (ASEs), which allows the application to request information about the status or value of switch features and services. For example, an application can request the status of a particular extension (busy, idle, etc.).

Value-added Reseller (VAR) - A vendor that purchases a product, such as hardware, from a manufacturer, then adds value in the form of software, additional hardware, or services, and sells the package to the end-user.

Vector - A list of steps that process calls in a user-defined manner. The steps in a vector can send calls to splits, play announcements and music, disconnect calls, give calls a busy signal, or route calls to other destinations. (See also VDN.)

Vector Directory Number (VDN) - An extension number used in ACD software to connect calls to a vector for processing. The VDN by itself may be dialed to access the vector from any extension connected to the switch. (See also Vector.)

Vendor partner - Vendor, such as a manufacturer, with whom product and/or service providers such as Lucent Technologies has signed partnership agreements.

Video ACD - Software from Genesys that supports ACD-like call control for video-enabled kiosk applications that initiate calls to conventional Call Centers, allowing an organization to support many sales locations from a single Call Center.

Voice and Data Call Association (VDCA) - Simultaneous transfer of telephone calls and data. (Also see Intelligent transfer).

Voice Enhanced Services Platform (VESP) - ASAI-compliant application from Nabnasset Corporation that integrates a Call Center's voice resources, such as the telephone switch and voice response units, with data resources, such as CTI servers, agents' desktops, and host data systems.

Voice Response Unit (VRU) - A unit that plays one or more messages for incoming callers. An interactive Voice Response Unit invites the caller to press touch-tone keys in response to one or more series of options or to give verbal responses; based on the caller's response, it will then offer additional options or route the call.

VoiceView - VoiceView, a protocol developed by Radish Communications, enables switching between voice and visual data in very rapid sequence during the same call. It is supported by Microsoft Windows 95.

VRU - See Voice Response Unit.

Windows NT - A network operating system. PassageWay™ Telephony Services is compatible with both Novell NetWare and Microsoft Windows NT.