Telecommunications Glossary of Terms

Telecommunication Glossary - O

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• Occupancy: The percentage of agent time spent actually handling calls, compared to the total time agents are plugged in at the agent position.
• Operator Service Switch: Switch that sorts calls into queues according to the type of customer service selected by the caller. Also called Customer Service Switch.
• Outbound call center: Call center services that consist of calls made by a company representative out to customers. Outbound call center calls are primarily telemarketing calls.
• Outgoing Non-ACD Calls: The number of outgoing calls from an agent position using extension (DN), conference, or transfer keys.
• Outgoing Calls (Trunk): The total number of calls outgoing on this route. These are non-ACD calls, but could include outgoing calls made from the DN keys of the ACD agent positions.
• Overflow: The number of calls redirected to another queue with the Automatic Overflow feature, excluding Timed Overflowed calls.