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Call Centre Glossary - P



Pareto Chart. A bar chart that arranges events in order of frequency. Named after 19th century economist Vilfredo Pareto.
PBX/ACD. A PBX that is equipped with ACD functionality.
Peaked Call Arrival. A surge of traffic beyond random variation. It is a spike within a short period of time.
Percent Allocation. A call routing strategy sometimes used in multi-site call center environments. Calls received in the network are allocated across sites based on user-defined percentages. See Call by Call Routing and Network Inter-flow.
Percent Utilization. See Occupancy.
Plain Old Telephone System (POTS) What we consider to be the ?normal? phone system, typically used with single-line residential telephones and modems. Does not include leased lines or digital lines.
Points of Presence (POP) A term used by Internet service providers to indicate the number of geographical locations from which they provide access to the Internet.
Poisson. A formula sometimes used for calculating trunks. Assumes that if callers get busy signals, they keep trying until they successfully get through. Since some callers won't keep retrying, Poisson can overestimate trunks required. See Erlang B and Retrial Tables.
Pooling Principle. The Pooling Principle states: Any movement in the direction of consolidation of resources will result in improved traffic-carrying efficiency. Conversely, any movement away from consolidation of resources will result in reduced traffic-carrying efficiency.
Position Monitoring. See Monitoring.
Post Call Processing. See After-Call Work.
Predictive Dialing. A system that automatically places outbound calls and delivers answered calls to agents. When the dialer detects busy signals, answering machines or ring no answer, it puts the number back in queue.
Preview Dialer An automated system which shows the details of the next person to be called on an agent's screen. The agent can then allow the preview dialer to automatically place the call, or can skip these details and view the next contact's details.
Primary Rate Interface (PRI). One of two levels of ISDN service. In North America, PRI typically provides 23 bearer channels for voice and data and one channel for signaling information (commonly expressed as 23B+D). In Europe, PRI typically provides 30 bearer lines (30B+D). See Basic Rate Interface and Integrated Services Digital Network.
Private Automatic Branch Exchange (PABX). See Private Branch Exchange.
Private Branch Exchange (PBX). A telephone system located at a customer's site that handles incoming and outgoing calls. ACD software can provide PBXs with ACD functionality. Also called private automatic branch exchange (PABX).
Private Network. A network made up of circuits for the exclusive use of an organization or group of affiliated organizations. Can be regional, national or international in scope and are common in large organizations.
Process. A system of causes.
Profit Center. An accounting term that refers to a department or function in the organization that does not generate profit. See Cost Center.
Progressive Dialer An automated dialing system which places outbound calls when there is an available agent. A progressive dialer does not anticipate when an agent will become available, like a predictive dialer, but waits for an agent to be available before initiating the automated dialing process.
Proxy Server An intermediary entity that acts as both a server and a client for the purpose of making requests on behalf of other clients. A proxy server primarily plays the role of routing, which means its job is to ensure that a request is sent to another entity 'closer' to the targeted user. Proxies are also useful for enforcing policy (for example, making sure a user is allowed to make a call). A proxy interprets, and, if necessary, rewrites specific parts of a request message before forwarding it.
Public Switched Network (PSN). The public telephone network which provides the capability of interconnecting any home or office with any other.
Public Switched Telephone Network (PSTN) (1) General term referring to the variety of telephone networks and services in place worldwide. (2) Refers to the international telephone system based on copper wires carrying analog voice data. This is in contrast to newer telephone networks base on digital technologies, such as ISDN and FDDI. Telephone service carried by the PSTN is often called plain old telephone service (POTS). Designed in the 1960s, this network is increasingly coming under pressure from the Internet and new IP technologies, which are better equipped to carry multimedia communications.







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