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| Term | Definition |
| ACD | Automatic Call Distributor (ACD) is a system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration (CTI) system. |
| auto attendant | An auto attendant system allows callers to be automatically transferred to a user\'s extension without the intervention of a receptionist. |
| BRI | Basic Rate Interface (BRI), intended for the home and small enterprise. The Basic Rate Interface consists of two 64 kbit/s B-channels and one 16 kbit/s D-channel. Thus, a Basic Rate Interface user can have up to 128 kbit/s service. |
| Call forwarding | A feature on some telephone networks that allows an incoming call to a called party, which would be otherwise unavailable, to be redirected to a mobile telephone or other telephone number where the desired called party is situated. |
| Call Parking | The “call park” feature is activated by pressing a preprogrammed button (usually labelled “Call Park”). This transfers the current telephone conversation to an unused extension number and immediately puts the conversation on hold. (This is called parking the call; and the call is said to have parked onto a certain extension.) |
| Caller ID | Caller ID (caller identification, CID, or more properly calling number identification) is a telephone service that transmits a caller\'s number to the called party\'s telephone equipment during the ringing signal, or when the call is being set up but before the call is answered. Where available, caller ID can also provide a name associated with the calling telephone number. |
| CRM | Customer relationship management |
| CTI | Computer Telephony Integration |
| DHCP | Dynamic Host Configuration Protocol (DHCP) is a protocol used by networked devices (clients) to obtain various parameters necessary for the clients to operate in an Internet Protocol (IP) network. By using this protocol, system administration workload greatly decreases, and devices can be added to the network with minimal or no manual configurations. |
| DID | Direct Inward Dialing |
| Definition | |
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