Telecommunications Glossary of Terms

Telecommunication Glossary - B

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• Blocked Call: A call that cannot be connected immediately because; one, no circuit is available at the time the call arrives, or two, the "Automatic Call Distributor" is programmed to block calls from entering the queue when the queue backs up beyond a defined threshold.
• Board Hours: Average number of agents occupying positions during an hour. It is a relationship of total agent occupied positions to the number of scans done by the switch.
• Business Office: Work location for customer service, collections, and repair service agents. (Also called Customer Service Center)
• Busy (CDN): The number of calls given a busy tone when routed to this CDN, due to a setting in the telephone system (Supervisor Control of Queue Size). Calls treated with the busy tone are noted with a B next to the entry in the telephone system data.
• Busy (Queue): An agent is considered Busy when he/she is logged into the telephone system and is engaged on an ACD call, engaged on a Non-ACD call, or in the Not Ready state. An agent is not considered Busy when he/she is in the Waiting state (waiting for an ACD call to be routed to the agent's telephone).
• Busy Time: The cumulative amounts of time that an agent in the ACD queue spends in the ACD state, the Not Ready state, or the Non-ACD state. Basically, the total amount of agent position manned time minus the total amount of agent position waiting time.