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ACD Automatic Call Distribution – there are many different models for ACD. Lowend ACD is minimal queuing capability for a station or group of stations with little or no reporting/monitoring. Low to Mid-level ACD will usually include more detailed reports and other ACD features such as Silent Monitor, overflow queuing and messaging. High-end ACD will generally include features like Skills based routing, Time-of-day routing, Agent-Supervisor communications, elaborate/customizable report capabilities, CTI interfaces for database lookups, IVR integration. In addition there is usually support for large numbers of agents and Supervisors have extensive monitoring, management and reporting capabilities | Cisco Systems Worldwide Training Standard Telephony Features Glossary Standard Telephony Features Glossary Introduction to Document This document contains a glossary of the features and terminology of standard telephony. Objective Upon completion of this unit you should be able to Identify and describe the features of standard telephony A ACD Automatic Call Distribution - there are many different models for ACD. Low-end ACD is minimal queuing capability for a station or group of stations with little or no reporting monitoring. Low to Mid-level ACD will usually include more detailed reports and other ACD features such as Silent Monitor overflow queuing and messaging. High-end ACD will generally include features like Skills based routing Time-of-day routing Agent-Supervisor communications elaborate customizable report capabilities CTI interfaces for database lookups IVR integration. In addition there is usually support for large numbers of agents and Supervisors have extensive monitoring management and reporting capabilities. ADPCM - Adaptive Differential Pulse Code Modulation. An encoding technique standardized by the CCITT that allows a 4kHz voice channel to be carried within a 32Kb s digital channel. The technique uses 3 or 4 bits to describe the difference between two samples taken at a sampling rate of 8 000 times a second. A-Law - A companding algorithm used as the CEPT standard for DS-0 PCM speech companding. See Mp-Law AMI Alternate Mark Inversion is a T1 line coding method. This is the older of the two commonly available. See Line Coding - T1. See Also B8ZS. Amplifier is an electronic device that strengthens a signal. Amplitude is the high point of the wave in an analog signal. Analog Telephones sometimes referred to as 2500 Sets. Analog phones usually interface to analog station cards in the PBX. In some PBX s the analog station can access PBX features through the use of Feature Access Codes. For example Flash 6 might be used to signal to the PBX that the .

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