Call Centre Jargon Buster
Unavailable
Agent status when logged in to the ACD but not available to take calls, for example during paid breaks or whilst in coaching sessions.
Unified messaging
The technology used to place all messages from whatever source into one message box or queuing system, including telephone calls, e-mails, voicemails, faxes and web requests.
Voice Mail
Enables callers to leave a message much like an answerphone but this message can then be reviewed, copied, stored, annotated and forwarded to one or many people in one go. Sometimes called voice messaging.
Voice over IP
The ability to make calls and send faxes over IP-based data networks such as the Internet, whilst simultaneously being online. It overcomes the problem of tying up your only telephone line whilst browsing the web as calls can be made at the same time.
Voice processing
A generic term for a variety of applications such as IVR, Voice mail and auto attendants.
Voice recognition
Technology that converts speech into data that can be understand by the computer system.
VoiP
See Voice over IP
Voice response unit
VRU A system which enables IVR (interactive voice response)
Voice synthesis
Where data from the computer system is converted into speech.
VPN
Virtual private network
Web Call Me button
A 'press to talk' icon on the web page which browsers can click to initiate a call back at a time to suit the browser, or offer immediate contact with the call centre using VoIP. Also called click and talk buttons.
Web Chat
Where the browser can initiate a live 'text conversation' with an agent, each typing dialogue on screen (similar to the old telex system). Also called text chat.
Web Collaboration
Where a call centre is web-enabled, web collaboration enables the call centre agent to take control of the browser's screen, taking the browser on a tour of the website, or even through to other websites. This is also called 'pushing pages'.
Web-enabled
When the browser clicks a 'press to talk' icon on the web page this initiates a call directly into the call centre through a process called VoiP. The agent's screen will automatically 'pop' with the web page the browser is viewing as the call comes through.
Workload
This normally refers to call volume. Usually expressed in hours, one hour of workload is one erlang or 36 CCS (centum calling seconds) where all trunks are fully occupied.
Wrap Up
The time spent completing work associated with a call, after the caller has hung up.
