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Call Centre Glossary - T

T1 Circuit. A high speed digital circuit used for voice, data or video, with a bandwidth of 1.544 megabits per second. T1 circuits offer the equivalent of twenty-four (24) analog voice trunks.
Talk Time. The time an agent spends with a caller during a transaction. Includes everything from "hello" to "goodbye."
Telecommuting. Using telecommunications to work form home or other locations instead of at the organization's premises.
Telephone Service Factor. See Service Level.
Telephony The communications environment that deals with voice communications: voice circuits, PBX, Centrex, call centers, etc.
Telephony Applications Programming Interface (TAPI). CTI protocol developed by Microsoft and Intel.
Telephony Services Application Programming Interface (TSAPI). CTI protocol developed by Novell and AT&T.
Text-to-Speech (TTS) Technology that "reads" text to the caller. TTS involves extensive libraries of spoken words, phrases and ordinals that are combined according to the analysis of the selected text. This technology allows callers to access text content by having it read to them rather than having to see the text in order to receive the information. TTS, by design, is language specific thus not all vendors support all possible languages.
Threshold. The point at which an action, change or process takes place.
Thin Client A 'thin storage' client in a network application environment. The client downloads the program (java applets, for example) from the server and performs processing just like a PC, but does not store applications or data locally. All programs and data are on the server, minimizing management costs on the client side.
Tie line. A private circuit that connects two ACDs or PBXs across a wide area.
Time Division Multiplexing (TDM) A digital data transmission method that takes signals from multiple sources, divides them into pieces which are then placed periodically into time slots, transmits them down a single path and reassembles the time slots back into multiple signals on the remote end of the transmission.
Toll-Free Service. Enables callers to reach a call center out of the local calling area without incurring charges. 800 and 888 service is toll-free. In some countries, there are also other variations of toll-free service. For example, with 0345 or 0645 services in the United Kingdom, callers are charged local rates and the call center pays for the long distance charges. See also Link Line
Total Cost of Operation (TCO) The sum of all costs associated with a operating a given portion of a business. These costs include human resource costs, facilities, equipment maintenance, financing costs, upgrade costs, training costs and any other costs that can be directly linked to a specific business activity.
Touchtone. A trademark of AT&T. See Dual-Tone Multifrequency.
Traffic Control Center. See Network Control Center
Transaction. See Call.
Transmission Control Protocol/Internet Protocol (TCP/IP). The protocols that govern the exchange of sequential data. TCP/IP was designed by the U.S. Department of Defense to link dissimilar computers across many kinds of networks. It has since become a common standard for commercial equipment and applications.
True Calls Per Hour. Actual calls an individual or group handled divided by occupancy for that period of time.
Trunk. Also called a Line, Exchange Line or Circuit. A telephone circuit linking two switching systems.
Trunk Group. A collection of trunks associated with a single peripheral and usually used for a common purpose.
Trunk Load. The load that trunks carry. Includes both Delay and Talk Time.
Trunks Idle. The number of trunks in a trunk group that are non-busy.
Trunks in Service. The number of trunks in the trunk group that are functional.

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