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Call Center Glossary

Call Recording Glossary: Learn Key Call Recording Terms with Accurate Always

A

Accurate Authorized Representative

A business that is authorized to install, service and sell Voxida. The Representatives, selected for their unique expertise and customer service, are fully trained to support Voxida, with Accurate Always' assistance, if needed.

Alarm Condition and Alerts

Voxida monitors its health. In the event that something that may be detrimental to the system's health occurs (for example, a fan fails, the system temperature rises beyond safe operating guidelines,) an alarm or alert is indicated with the LEDs and an audible alarm sounds. Additionally, in the case of an alarm or alert condition, the Systems Administer is alerted through email.

Automatic Number Identification (ANI)

ANI is an abbreviation for the Automatic Number Identification service. ANI identifies for the receiver of the call, the calling party's telephone number. Caller ID service is an example of an ANI derived enhanced service.

Archiving

Archiving is moving call data off of a Voxida server for long-term offline storage. Archiving is done by writing out the call data (often called burning) to an optical medium like CD-R or DVD-R, or to backup network storage line NAS or SAN disk storage.

B

Burning Archives (See Archiving)

C

Combo Drive

A drive that plays and archives (burns) both CDR and DVD recordable media is called a combo drive.

Computer Telephony Integration (CTI)

CTI is the use of computers to manage telephone calls.

D

Dialed Number Identification Service (DNIS)

DNIS identifies for the receiver of a call the number that the caller dialed.

DTMF

Dual Tone Multi Frequency, or tone dialing.

DVD-R / CD-R

A DVD-R or a CD-R is removable optical media that call data can be archived on. The process of archiving is often referred to as "burning."

F

Full Time Recording (FTR)

Full time recording is when you record all of the calls, all of the time. FTR can be set on a per channel basis.

G

Graphical User Interface (GUI)

A GUI is the friendly interface that you see and use when you are working with a computer application. Most likely, you will interact with the Voxida Viewer GUI when you are working with Voxida.

H

Hot-swap

Components are "hot-swap" when they can be changed or replaced without powering down the server. It is important to have hot-swap components in mission-critical recording situations where powering down the Server could cause a loss of call data.

I

Inbound Calls

Calls coming into your contact facility from external calling parties.

L

Live Monitor (LM)

Live Monitoring is the activity of "listening in" to a call in progress, independently of the recording process. Live Monitoring is useful for real-time quality assurance or to be able to determine when to record a conversation.

Local Area Network (LAN)

A LAN is a group of computers and associated devices that share a common communications line. These computers often share one or more servers and data storage facilities within a small geographic area. A LAN is usually set up to unify communications within an office building or campus.

Local Machine

The Local Machine is the computer that you are directly working on. This differs from a machine that you are accessing remotely, often a networked server over your LAN / WAN.

M

Monitor (see Live Monitor)

N

Networked Server

A Networked Server is a server computer that provides shared resources to users connected to the network. The Server accessed over a network connection such as your LAN or WAN.

O

Open Database Connectivity (ODBC)

ODBC is an open standard application-programming interface (API) for accessing a database. By using a program that implements an ODBC interface, you can access data from a number of different database vendors without needing additional components.

Outbound Calls

Outbound calls are the calls originating from your center that are placed to remote parties.

P

Permissions

Rules that allow a user to access, listen, record or modify call records, schedules, system security, archival tasks and groups. Permissions are specified by the Administrator.

R

RAID-1

RAID stands for Redundant Array of Independent Disks. A RAID-1 configuration consists of 2 hard drives (disks) that are mirrored. In the event that one disk fails, the remaining disk still holds all the data.

RAID-5

RAID stands for Redundant Array of Independent Disks. A RAID-5 configuration consists of 3 or more hard drives (disks) that are each "striped" with data and parity.In the event that one disk fails, all of the remaining disks still hold all the data.

Record on Demand (ROD)

When you Record on Demand, you initiate when a call is recorded. This way, you can actively monitor and selectively record calls in your contact center, on a channel-by-channel or basic user-by-basic user basis.

Recording Schedules

Recording Schedules are schedules that you can custom create that specify when a channel is recorded. These schedules can include criteria such as data, time, date, recurrence, and other user definable criteria.

Relational Database

Data management and storage software that stores data and its organizational structure independently of each other through the use of maps or "relations".

Relational Database Management System (RDBMS)

A RDBMS is a standard set of software programs and associated data storage that are used in concert to enable you create, update, and administer a relational database. Most modern RDBMS support data retrieval using SQL queries.

RJ-11

The RJ-11 telephone jack is likely to be what your office phones are plugged into.

RJ-45

The RJ-45 connection will often be used to plug Voxida into your network and PBX. An RJ-45 is a single-line jack for digital transmission over ordinary phone wire, either untwisted or twisted.

S

Stand-Alone Server

A server is considered stand-alone when it is not integrated with a larger computer network.

SQL (Structured Query Language)

SQL is a standard interactive and programming language for getting information from and updating a database.

T

Transmission Control Protocol / Internet Protocol (TCP/IP)

TCP uses a set of rules to exchange messages with other Internet points at the information packet level while IP, which uses a set of rules to send and receive messages at the Internet address level. These are TCP and IP are usually deployed together.

U

User Roles

Each Voxida system user has a User Role. A User Role is a group of permissions that allow the system user to access certain resources in Voxida.

V

Voice over IP (VoIP)

VoIP uses an Internet connection rather than traditional phone lines to deliver voice data in a digital form in discrete packets.

Voxida Commander

The Voxida Commander is the GUI that those with the Administrator User Role interface with to modify server settings and preferences in the Voxida Core.

Voxida Core

The Voxida Core is the base server power. The Core powers all of Voxida's functions.

Voxida Viewer

The Voxida Viewer is the GUI that is used by most of the users. The Voxida Viewer provides a simple, intuitive interface to conduct most user tasks including Search, Review and Playback, Archiving, Administration and Live Monitoring.

W

Wide Area Network (WAN)

A WAN is a group of computers and associated devices that share a common communications line and one of more servers and databases. A WAN is usually set up to unify communications within over larger distances than a LAN. WAN can unify multiple call center sites, regardless of distance between sites.

 

Do you have questions about call center recording software or quality assurance software solutions? Please contact Accurate Always.