string(23) "/voip-dictionary/tag/a/"
bool(false)

Average Speed of Answer

The average speed of answer (ASA) is the measurement of time for answering calls from when the caller is placed on hold to when an agent picks up the call.

Average Handle Time

The average handle time is the time measurement of the average period spent on one transaction.

Automatic Call Distributor

An automatic call distributor is a mechanism that disperses calls to either agents or terminals within a group. For instance, a group of customer service or sales representatives in a call center.

Agent Availability

Agent availability is a metric that calculates the time when agents are available to take requests during a shift.

Active Directory

An active directory is a combination of services and a database that allows users to use the network to do work.

Audio Conferencing

The system allows multiple callers on one call. A conference server allows you to set up and manage your conferences over a touch-tone telephone. This system will allow you to add callers and all can hear each other unless a caller mutes their phone. Then, no one can hear the caller but the caller can […]

Audio Response Unit

A telephone system that integrates voice store-and-forward technology. This s a system that will store things like voice messages and where you can check messages remotely or forward them to your cell phone

Audio Menu

A way for people to choose how to leave a message is provided with a phone recording. This can be to record new, send immediately, or send standard. These are commonly a part of systems with automated attendants, IVR, and fax-on-demand systems.

Asynchronous Communication

A method where each character is sent with a bit that sets the beginning and end points of information. It’s any form of communication where there s a delay between when the sender sends the message and the receiver gets it. This can be an email, a message on a task board, or anything where […]

Auto-Attendant

An auto-attendant, short for “automated attendant,” is automated technology that answers calls and transfers them to the extension the caller chooses, usually through an IVR menu. The auto attendant will often have callers press a number for various selections and departments.