| Abbreviation |
Full Phrase |
| ATA |
American Teleservices Association |
| CDN |
Accepted Calls |
| ACW |
After Call Work |
| ATB |
All Trunks Busy |
| ANI |
Automatic Number Identification |
| ASP |
Application Service Provider |
| ACD |
Automatic Call Distributor |
| ACS |
Automatic Call Sequencer |
| ADRMP / ADAD |
Automatic Dialing Recorded Message Players |
| AHT |
Average Handle Time / Average Holding Time |
| ARU |
Audio Response Unit |
| BRI |
Basic Rate Interface |
| BPA |
Bureau of Publications Audit |
| B2B |
Business to Business |
| CallerID |
Caller Identification Service |
| CED |
Caller Entered Digits |
| CD-Rom |
Compact Disc Read Only Memory |
| CLEC |
Competitive Local Exchange Carriers |
| CO |
Central Office |
| CIO |
Chief Information Officer |
| CTI |
Computer Telephony Integration |
| CCR |
Customer Control Routing |
| CRM |
Customer Relationship Management |
| CSP |
Customer Service/Sales Professional |
| CSR |
Customer Service Representative |
| DN |
Dialed Number |
| DNIS |
Dialed Number Identification Service |
| DNC |
Do Not Call |
| DSL |
Digital Subscriber Line |
| DTMF |
Duel Tone Multi Frequency |
| EWT |
Expected Wait Time |
| Fax |
Facsimile |
| FCC |
Federal Communications Commission |
| FTC |
Federal Trade Commission |
| FTE |
Full Time Equivalent |
| GLBA |
Gramm Leach Bliely Act |
| HDCP |
Hold Direct Processing Time |
| HTML |
Hyper Text Markup Language |
| ISDN |
Integrated Services Digital Network |
| IVR |
Interactive Voice Response |
| IVRU |
Interactive Voice Response Unite |
| IXC |
Inter Exchange Carriers |
| ISP |
Internet Service Provider |
| LAN |
Local Area Network |
| LEC |
Local Exchange Carrier |
| LUPH |
Leads Used Per Hour |
| MSB |
Makes Set Busy |
| PID |
Position Identification |
| PRI |
Primary Rate Interface |
| PBX |
Private Branch Exchange |
| PSN |
Public Switched Network |
| PSTN |
Public Switched Telephone Network |
| RAN |
Recorded Announcements |
| RSF |
Rostered Staff Factor |
| RFM |
Recency/Frequency/Monitary Value |
| SIC |
Standard Industrial Code |
| TCPA |
Telephone Consumer Protection Act |
| TSR |
Telemarketing Sales Rule / Telephone Service Representative |
| TAPI |
Telephony Application Programming Interface |
| TLU |
Total Leads Used |
| TSAPI |
Telephony Service Application Programming Interface |
| TPB |
Third Party Verification |
| TCP-IP |
Transmition Control Protocol / Internet Protocol |
| UCD |
Uniform Call Distributor |
| UMS |
Unified Messaging Systems |
| VoIP |
Voice Over Internet Protocol |
| VRU |
Voice Response Unit |
| WAN |
Wide Area Network |
