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Call Centre Glossary - G



Gate. See Agent Group.
Gateway. A server dedicated to providing access to a network.
Global System for Mobile Communications (GSM) A digital cellular system that allows a single wireless telephone number to be reachable in over 50 countries. GSM uses narrowband Time Division Multiple Access (TDMA) technology which allows eight simultaneous calls on the same radio frequency.
Grade of Service. The probability that a call will not be connected to a system because all trunks are busy. Grade of service is often expressed as "p.01" meaning 1% of calls will be "blocked." Sometimes, grade of service is used interchangeably with service level, but the two terms have different meanings. See Service Level.







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