Glossary | Anywhere365

Anywhere365 Dialogue Cloud
platform Glossary

This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.

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  • ACD
    ACD stands for Automatic Call Distributor, (also automated calling distribution system), and is the process for automatically routing incoming calls to available agents, IVR applications or other answer points.
  • CRM
    Customer Relationship Management or CRM is a practice, strategy, and technology used to manage and optimize customer interactions and data throughout the customer lifecycle. CRM used in conjunction with Anywhere365 can identify, classify and route customers based on their value to your(...)
  • Erlang
    The erlang is a unit of the volume of phone traffic. The erlang is widely used to determine whether the capacity of the telephone system is too large or too small and can be applied to internal and external calls.
  • Federation
    Federation is the ability to connect and communicate with Skype for Business users in other organizations. Federation is an agreement between organizations to connect using Skype for Business and can be deployed to customers, suppliers, partners and others.
  • Formal Agent
    A formal agent must first log on to be able to take calls in the Universal Contact Center (UCC). Agents can log on using a start and stop command via the Instant Messaging (IM) window of the UCC.
  • FQDN
    A fully qualified domain name (FQDN), is also referred to as an absolute domain name. FQDN is a domain name that specifies the exact location in the hierarchical structure of the Domain Name System (DNS).
  • GUID
    A Globally Unique Identifier or GUID is a pseudo random number used in software applications and is designed to be unique worldwide. Although each GUID is not 100% guaranteed to be unique, the total number of unique keys (2128 or 3.4×1038) is such that the likelihood of replication of the same(...)
  • IM
    Instant Messaging or IM is a term for real-time messaging technologies, unlike non-real-time communications such as e-mail where the speed of transmission and interaction is less important.
  • Informal Agent
    An informal agent is connected to the UCC once they are logged in. The agent does not need to subscribe or unsubscribe themselves via commands.
  • IVR
    Interactive Voice Response (IVR) allows customer to interact with a host system via telephone keypad or speech recognition, after which they can service their own inquiries or will be redirected to a call agent by following the IVR menu. All menus within the IVR can be loaded dynamically and(...)
  • SharePoint
    SharePoint is a platform from Microsoft serving as a framework for setting up a website for information sharing and online collaboration within a group or organization and is often run over an intranet.
  • SIP
    The Session Initiation Protocol (SIP) is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP.
  • Skype for Business
    Microsoft Skype for Business is a communication platform from Microsoft, designed for the business market. Skype for Business is the successor to Microsoft Lync. In order to use Skype for Business, a Microsoft Skype for Business Server or Office365 subscription is required.
  • Teams
    Microsoft Teams is a platform that combines workplace chat, meetings, notes, and attachments. The service integrates with the company’s Office 365 subscription office productivity suite, including Microsoft Office and Skype, and features extensions that can integrate with non-Microsoft products.
  • UCC
    In Anywhere365, an UCC (Universal Contact Center) is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized(...)
  • VM
    A VM (virtual machine) is a software program that mimics a physical computer or server and allows other programs to run on top of it.