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Call Centre Acronyms



ACD - Automatic Call Distributor
ACS - Automatic Call Sequencer
ACW - After Call Work
AHT - Average Handling Time
AHT - Average Holding Time on Trunks
ANI - Automatic Number Identification
ARU - Audio Response Unit
ASA - Average Speed of Answer
ATA - Average Time to Abandonment
ATB - All Trunks Busy
BRI - Basic Rate Interface
CCR - Customer Controlled Routing
CCS - Centum Call Seconds
CD-ROM - Compact Disc - Read Only Memory
CED - Caller Entered Digits
CLI - Calling Line Identity
CO - Central Office
CPE - Customer Premises Equipment
CSR - Customer Sales or Service Representative
DN - Dialed Number
DNIS - Dialed Number Identification Service
DRTV - Direct Response Television
FX - Foreign Exchange Line
GOS - Grade of Service
IS - Information Systems
ISD - Integrated Services Digital Network
IT - Information Technology
IVR - Interactive Voice Response
IXC - Inter Exchange Carrier
LAN - Local Area Network
LEC - Local Exchange Carrier
LED - Light Emitting Diode
MAC - Moves, Adds and Changes
MAN - Metropolitan Area Network
NCC - Network Control centre
NPA - Numbering Plan Area
OCR - Optical Character Recognition
PABX - Private Automatic Branch Exchange
PBX - Private Branch Exchange
PRI - Primary Rate Interface
PSTN - Public Switched Telephone Network
PUC - Public Utility Commission
RAN - Recorded Announcement Route
RFI - Request for Information
RFP - Request for Proposal
RSF - Rostered Staff Factor
TAPI - Telephony Applications Programming Interface
TCP/IP - Transmission Control Protocol/Internet Protocol
TSAPI - Telephony Services Application Programming Interface
TSF - Telephone Service Factor
TSR - Telephone Sales or Service Representative
UCD - Uniform Call Distributor
VRU - Voice Response Unit
WAN - Wide Area Network
WATS - Wide Area Telecommunications Service
WWW - World Wide Web





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