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ACD Automatic Call Distributor
ACS Automatic Call Sequencer
ACW After Call Work
AHT Average Handling Time
AHT Average Holding Time on Trunks
ANI Automatic Number Identification
ARU Audio Response Unit
ASA Average Speed of Answer
ATA Average Time to Abandonment
ATB All Trunks Busy
BRI Basic Rate Interface
CCR Customer Controlled Routing
CCS Centum Call Seconds
CED Caller Entered Digits
CLI Calling Line Identity
CO Central Office
CPE Customer Premises Equipment
CSR Customer Sales or Service Representative
DN Dialed Number
DNIS Dialed Number Identification Service
DRTV Direct Response Television
FX Foreign Exchange Line
GOS Grade of Service
IS Information Systems
ISD Integrated Services Digital Network
IT Information Technology
IVR Interactive Voice Response
IXC Inter Exchange Carrier
LAN Local Area Network
LEC Local Exchange Carrier
LED Light Emitting Diode
MAC Moves, Adds and Changes
MAN Metropolitan Area Network
NCC Network Control centre
NPA Numbering Plan Area
OCR Optical Character Recognition
PABX Private Automatic Branch Exchange
PBX Private Branch Exchange
PRI Primary Rate Interface
PSTN Public Switched Telephone Network
PUC Public Utility Commission
RAN Recorded Announcement Route
RFI Request for Information
RFP Request for Proposal
RSF Rostered Staff Factor
TAPI Telephony Applications Programming Interface
TCP/IP Transmission Control Protocol/Internet Protocol
TSAPI Telephony Services Application Programming Interface
TSF Telephone Service Factor
TSR Telephone Sales or Service Representative
UCD Uniform Call Distributor
VRU Voice Response Unit
WAN Wide Area Network
WATS Wide Area Telecommunications Service
WWW World Wide Web |
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