Call Centre Acronyms

ACD -	Automatic Call Distributor
ACS -	Automatic Call Sequencer
ACW -	After Call Work
AHT -	Average Handling Time
AHT -	Average Holding Time on Trunks
ANI -	Automatic Number Identification
ARU -	Audio Response Unit
ASA -	Average Speed of Answer
ATA -	Average Time to Abandonment
ATB -	All Trunks Busy
BRI -	Basic Rate Interface
CCR -	Customer Controlled Routing
CCS -	Centum Call Seconds
CD-ROM -	Compact Disc - Read Only Memory
CED -	Caller Entered Digits
CLI -	Calling Line Identity
CO -	Central Office
CPE -	Customer Premises Equipment
CSR -	Customer Sales or Service Representative
DN -	Dialed Number
DNIS -	Dialed Number Identification Service
DRTV -	Direct Response Television
FX -	Foreign Exchange Line
GOS -	Grade of Service
IS -	Information Systems
ISD -	Integrated Services Digital Network
IT -	Information Technology
IVR -	Interactive Voice Response
IXC -	Inter Exchange Carrier
LAN -	Local Area Network
LEC -	Local Exchange Carrier
LED -	Light Emitting Diode
MAC -	Moves, Adds and Changes
MAN -	Metropolitan Area Network
NCC -	Network Control centre
NPA -	Numbering Plan Area
OCR -	Optical Character Recognition
PABX -	Private Automatic Branch Exchange
PBX -	Private Branch Exchange
PRI -	Primary Rate Interface
PSTN -	Public Switched Telephone Network
PUC -	Public Utility Commission
RAN -	Recorded Announcement Route
RFI -	Request for Information
RFP -	Request for Proposal
RSF -	Rostered Staff Factor
TAPI -	Telephony Applications Programming Interface
TCP/IP -	Transmission Control Protocol/Internet Protocol
TSAPI -	Telephony Services Application Programming Interface
TSF -	Telephone Service Factor
TSR -	Telephone Sales or Service Representative
UCD -	Uniform Call Distributor
VRU -	Voice Response Unit
WAN -	Wide Area Network
WATS -	Wide Area Telecommunications Service
WWW -	World Wide Web