Telecommunications Glossary of Terms

Telecommunication Glossary - D

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• DCP: see ACD Time
• Default DN (CDN): The number of ACD calls routed to the Default DN for this CDN. This is usually an ACD queue.
• Dialed Number Identification Service (DNIS): Numbers passed from the public telephone network to identify what phone number the caller dialed.
• Directory Number: A numbered code (usually a four or five digit number) used to route calls to a collection of telephones, otherwise know as an ACD queue.
• Directory Number Key (DN Key, Extension, Non-ACD line): A Directory Number Key is a button on a person's telephone that allows them to take calls routed directly to their telephone or to make calls to other telephone extensions. When a person calls your telephone directly, they are dialing the number for one of the DN keys on your telephone. When an agent presses a DN key to make or receive a call, any other call in progress is automatically released (unless on hold). When the call on the DN key is released, the agent position is automatically returned to whatever state it was in before the DN key was pressed. Any call being presented to the ACD In-Calls key, but not yet answered by the agent when the DN key is pressed, is moved back to the head of its priority grouping in the incoming call queue for the ACD queue.
• Disconnect: The total number of controlled calls that were given forced disconnect by the system. If you want to set a time limit to long conversations, you can implement a Timed Forced Disconnect timer on each route. Any conversation that reaches that timer threshold will be disconnected instantly.
• Dispatch call: Call center feature that relays a call taken by a "dispatcher" to the most appropriate person to handle the call. Typically, a call is dispatched via pager or cell phone to a representative in the field.
• Division: A user-defined collection of ACD queues. Divisions are usually organized along the lines of functionality or type of telephone activity (i.e. the Sales division and the Support Division).
• DN: see Directory Number