COMMON VOIP TERMS
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What is Agent Availability?
Agent Availability measures the percentage of time an agent is marked 'Available' in a call queue, useful for monitoring call distribution and agent...
What is AHT in VoIP?
Average Handle Time (AHT) in VoIP call centers measures the average duration agents spend on calls. It's a critical metric for staffing and...
What is an Auto Attendant?
An Auto Attendant (AA) is an automated call directing system that uses dial pad inputs to route calls to specific numbers or extensions.
What is an ILEC in VoIP?
Incumbent Local Exchange Carrier (ILEC) refers to long-established phone service providers, governed by the Telecommunications Act of 1996, which...
What is an Internet Carrier?
An Internet Carrier manages infrastructure for phone and internet services, connecting customers to service providers and supporting the translation...