Telecommunications Glossary of Terms

Telecommunication Glossary - I

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• IDs: see Log In IDs or Position IDs
• In-Charge AWT: A service index which measures effectiveness of an In-Charge supervisor in meeting the target Average Talk Time; comparison of actual AWT for a session to AWT target for an office.
• Inbound call center: Call center services that support calls received from a customer. Inbound call center calls typically include customer support and help desk calls.
• Incoming Calls (Agent or Queue): A phone call received by an agent in the ACD queue on their telephone extensions.
• Incoming Calls (Trunk): This is the total number of calls that came in on this trunk route (including non-ACD calls) during the report period. The total number of calls per ACD queue equals the total number of Incoming Calls for all trunk routes terminating on the ACD queue. The number of Incoming Calls equals the numbers of (Calls Abandoned Before Threshold) plus (Calls Abandoned After Threshold) plus (Calls Answered Before Threshold) plus (Calls Answered After Threshold). Do not try to relate this number to those of the ACD reports (Answered Calls, Accepted Calls, and Abandoned Calls). This number applies to auto-terminating trunks and reflects how the trunk was first handled (answered or abandoned).
• Incoming Non-ACD Calls: This is the number of incoming calls that arrived on an agent’s DN key(s) (or telephone extensions) during the report period.
• Initial Required Line (Initial Schedule Agents): Tours assigned to an office by the Force Management Center plus tours added by the office for office-specific activities like training; posted a specified period in advance to allow for further refinements and adjustments.
• Integrated Voice Processor: See IVP.
• Interactive Voice Response (IVR): An option of the Northern telephone system that gives you the ability to route calls according to the caller's response to your recording. Most IVRs take the form of a recording that states (for example) 'If you want Sales, press one. If you want Support, press two'.
• Interflows: The number of calls removed from this queue and directed to another (internal or external) queue by the interflow mechanism. This number does not include Time Overflow calls. The Interflow (ENI) key allows the supervisor, during excess traffic periods, to redirect incoming ACD calls to another pre-designated ACD queue. If a call is Night Forwarded, it is counted as an Interflow for the source ACD queue in the Queue report.
• Intraday Adjustment: A change made by a Force Manager in the Final Scheduled Line of a Business Office on the day in which the tour is taking place; usually made in response to unexpected call volumes or unforeseen special conditions which affect call volume.
• IVP: Interactive Voice Processor – start-of-call menus and automated voice reports
• IVR: See Interactive Voice Response