1B+D座席 1B+D agent
一種座席類型，該類型的座席和排隊機(jī)之間采用1B+D的方式連接，座席消息通過本機(jī)的APC卡以1B+D協(xié)議發(fā)送給排隊機(jī)，排隊機(jī)用這些協(xié)議消息與CTI平臺交互完成座席的接續(xù)功能，座席通過APC卡的耳機(jī)接聽來話。1B代表一個語音話音通路，D代表一個控制通路。
An agent type. The agents of such a type is connected to ACDs in 1B+D mode. Agent messages are sent to the ACDs from the APC cards on local computers through the 1B+D protocol. The ACDs then interconnect with the CTI platform through these messages to provide the agent connection function, and the agents answer calls by using the earphones on the APC cards.1B represent the voice channel and D represents the control channel.
第三代移動通信標(biāo)準(zhǔn)化伙伴項目
3rd Generation Partnership Project
3GPP
成立于1998年，由許多國家和地區(qū)的電信標(biāo)準(zhǔn)化組織共同組成，是一個具有廣泛代表性的國際標(biāo)準(zhǔn)化組織，是3G技術(shù)的重要制定者。目前，該組織負(fù)責(zé)制定WCDMA和TD-SCDMA通信標(biāo)準(zhǔn)，并先后推行了3GPP R99、R4、R5、R6、R7等逐級演進(jìn)的WCDMA通信標(biāo)準(zhǔn)。
Founded in 1998, a project which aims to expedite the development of open, globally accepted technical specifications for the Universal Mobile Telecommunications System (UMTS), including the WCDMA and TD-SCDMA specifications. The WCDMA specifications developed by the 3GPP include 3GPP R99, R4, R5, R6, and R7.
增強(qiáng)智能外設(shè)
Advanced Intelligent Peripheral
AIP
AIP是對傳統(tǒng)智能網(wǎng)中的IP功能進(jìn)行加強(qiáng)后的產(chǎn)品，主要任務(wù)是為智能網(wǎng)提供資源（實(shí)現(xiàn)智能網(wǎng)中的SRF功能）。主要可以包括主機(jī)、后臺、VP臺、FP臺、UIScript Server、FEP等組成部分。
A product enhancing the IP function of the traditional IN. It is designed to provide resources, or implements the SRF function of the IN. An AIP is composed of a host, background, VP, FP, UIScript Server, FEP, and other components.
業(yè)務(wù)代表
agent
代表企業(yè)或機(jī)構(gòu)為電話用戶或Web用戶提供各種業(yè)務(wù)信息服務(wù)的話務(wù)員。
An attendant who provides telephone users or Web users with various types of information services of an enterprise or organization.
座席臺
agent console
一種功能實(shí)體，由硬件終端和功能軟件兩部分構(gòu)成。業(yè)務(wù)代表通過功能軟件與呼叫中心系統(tǒng)交互完成多種業(yè)務(wù)功能。
An enterprise that operates on part or all of the products of a carrier to gain commission
座席網(wǎng)關(guān)
Agent Gateway
AGW
提供互聯(lián)網(wǎng)遠(yuǎn)端座席匯聚接入功能的組件。該組件可以匯聚局域網(wǎng)內(nèi)的座席，使座席可以通過互聯(lián)網(wǎng)簽入華為呼叫中心。
A component that provides the function of aggregation access of remote agents through the Internet. Agents on the local area network (LAN) can log in to Huawei call center platform through the Internet after being aggregated through the component.
應(yīng)用邏輯服務(wù)器
Application Logic Server
ApLogic
處理數(shù)據(jù)庫請求的中間件，為呼叫中心相關(guān)部件提供數(shù)據(jù)訪問代理功能，包括接收客戶端的數(shù)據(jù)庫操作請求信息、執(zhí)行請求并返回結(jié)果給客戶端。
A middleware that processes database requests. It functions as a proxy for the components of the call center platform to access the database, including receiving and executing database operation requests from clients, and returning results to the clients.
自動呼叫分配器
Automatic Call Distributor
ACD
ACD（Automatic Call Distributor）即自動呼叫分配，是一種高級的電話處理系統(tǒng)，可以按照用戶自定義的模式提供動態(tài)的電話選路。
Programmable device at a call center that routes incoming calls to targets within that call center. After the ICM determines the target for a call, the call is sent to the ACD associated with that target.
自動號碼識別
Automatic Number Identification
ANI
7號信令系統(tǒng)中的一個特性。一系列信號，不管是模擬的還是數(shù)字的，都包含在電話中，以區(qū)別主動撥號的電話號碼。
Automatic number identification. SS7 (signaling system 7) feature in which a series of digits, either analog or digital, are included in the call, identifying the telephone number of the calling device.
智能排班
automatic scheduling
一種排班方式。采用該方式時，系統(tǒng)自動根據(jù)設(shè)定的參數(shù)和歷史數(shù)據(jù)，預(yù)測未來的話務(wù)量與話務(wù)特性，并根據(jù)預(yù)測結(jié)果合理地安排客戶代表班次，保證人力、技能的合理部署，達(dá)到期望的呼叫中心服務(wù)目標(biāo)。
A mode of scheduling shifts for agents. When adopting this mode, the Workforce Management (WFM) system forecasts the traffic and traffic features according to parameter settings and historical data, and then schedules shifts for agents according to the forecast results, which ensures the proper deployment of agents and skills and achieves the service objective of the call center.
自動語音識別
Automatic Speech Recognition
ASR
N/A
The function of converting the spoken word into a machine understandable form.
自動臺
automatic station
通過IVR系統(tǒng)自動處理呼叫，提供類似轉(zhuǎn)帳、話費(fèi)查詢、業(yè)務(wù)受理等自動業(yè)務(wù)的服務(wù)。
A service that automatically processes calls in the IVR and provides automatic functions such as balance transfer, call fee query, business handling.
忙時試呼
Busy Hour Call Attempts
BHCA
在話務(wù)最忙的一小時內(nèi)完成的呼叫次數(shù)。特別注意的是，這里所指的呼叫次數(shù)包括了成功呼叫（即呼叫接續(xù)成功，雙方進(jìn)行通話）和不成功呼叫的次數(shù)。
The number of call attempts during the busiest hour of the day. BHCA cover successful calls and unsuccessful call attempts.
呼叫中心服務(wù)器
Call Center Server
CCS
呼叫中心平臺的核心，實(shí)現(xiàn)了與媒體無關(guān)的呼叫管理。
The core component of the call center platform, managing calls independent of media types.
接通率
call completion rate
在測量周期內(nèi)，對于入局呼叫類型，接通率是接通次數(shù)占總呼叫次數(shù)的比率。接通率是個導(dǎo)出值，其公式：接通率＝接通次數(shù)÷試呼次數(shù)×100％。
In a measurement period, the ratio of the number of connected calls to the total number of call attempts. Calculation formula: Call completion rate = Number of connected calls / Total number of call attempts x 100%
呼叫控制交互語音應(yīng)答
Call Control Interactive Voice Response
CCIVR
解析并執(zhí)行加載在其上的流程文件，實(shí)現(xiàn)自動業(yè)務(wù)功能的組件。與IVR不同的是，CCIVR可以解析基于VoiceXML2.0/2.1或CCXML1.0協(xié)議開發(fā)的流程文件。
A component that parses the loaded flow files and runs the flows to achieve automatic services. Different from the IVR, the CCIVR can parse the flow files that are developed based on the VoiceXML2.0/2.1 or CCXML1.0 protocol.
呼叫標(biāo)識
call ID
系統(tǒng)為每個呼叫分配的唯一標(biāo)識。
The unique ID that the system allocates to a call.
呼叫實(shí)例數(shù)據(jù)
Call Instance Data
CID
N/A
N/A
回呼請求
callback request
當(dāng)Web用戶在因特網(wǎng)上進(jìn)行瀏覽時，如需要與呼叫中心取得聯(lián)系，可以通過單擊網(wǎng)頁的功能按鈕，請求由呼叫中心的業(yè)務(wù)代表呼叫該Web用戶預(yù)先指定的電話號碼。當(dāng)電話接通后，Web用戶既可以接受業(yè)務(wù)代表的語音指導(dǎo)，同時又可以享受到護(hù)航瀏覽等其他服務(wù)。
A function that enables Web users to request the agents in a call center to provide services after the Web users access the Internet. After receiving the requests of the Web users, the agents in the call center can call the phone numbers that are specified by the Web users. In this case, the Web users can enjoy either the voice instructions of the agents or other services such as escorted browsing.
轉(zhuǎn)換服務(wù)器
change server
將郵件（傳真的答復(fù)內(nèi)容）轉(zhuǎn)換為傳真格式文件（*.tif格式的圖像文件），并調(diào)用存儲過程將相關(guān)呼出信息寫入數(shù)據(jù)庫中，然后再通過傳真臺將傳真發(fā)送出去的組件。
A component that converts emails (replies to faxes) into fax files (images in the *.tif format), invokes stored procedures to write outbound call information into the database, and then sends the fax files through the fax peripheral.
點(diǎn)擊通話
click to dial
Web用戶在瀏覽呼叫中心的因特網(wǎng)網(wǎng)頁時，通過某個操作（例如單擊一個按鈕）即可與呼叫中心的業(yè)務(wù)代表實(shí)現(xiàn)IP電話語音交談。在通話過程中，Web用戶仍然可以繼續(xù)瀏覽相關(guān)網(wǎng)頁內(nèi)容。
When browsing a Web page of the call center, a Web user performs a specific operation, for example, click a button, and then the user can start a voice talk over an IP phone with the service representative of the call center. During the talk, the Web user can still browse the related Web pages.
合并轉(zhuǎn)
combination transfer
將語音呼叫轉(zhuǎn)到某個正在處理非語音媒體呼叫的座席的一種呼叫轉(zhuǎn)移方式。例如，業(yè)務(wù)代表甲正同某客戶進(jìn)行文字交談（該業(yè)務(wù)代表同時也具有處理語音呼叫的技能），這時該客戶又發(fā)起了語音呼叫，該呼叫被業(yè)務(wù)代表乙應(yīng)答，業(yè)務(wù)代表乙可以將該呼叫轉(zhuǎn)移到業(yè)務(wù)代表甲，轉(zhuǎn)移方式選擇合并轉(zhuǎn)。
A mode for transferring a voice call to a service agent who is processing non-voice media calls. For example, service agent A is performing the text chat with a customer and the service agent is skilled in processing voice calls. At this moment, the customer makes a voice call that is answered by service agent B. In this case, service agent B can transfer the voice call to service agent A in the mode of combination transfer.
網(wǎng)絡(luò)通信代理
Common Communication Proxy
CCP
用于第三方系統(tǒng)與呼叫中心平臺的互連提供數(shù)據(jù)通信代理服務(wù)的組件。
A component that serves as a data communication proxy for the interconnection between a third-party system and the call center platform.
通訊協(xié)議服務(wù)器
Computer Telephony Integration Link
CTI-Link
負(fù)責(zé)處理CCS和與排隊機(jī)之間的協(xié)議分發(fā)，為排隊機(jī)的外掛資源與排隊機(jī)通訊提供通道。
A component that distributes protocols between the CCS and automatic call distributor. It provides a channel for the communication between the automatic call distributor and the external resources of the automatic call distributor.
計算機(jī)電信集成服務(wù)器
Computer Telephony Integration Server
CTI Server
通過與AIP、UAP進(jìn)行交互，完成音視頻呼叫的接續(xù)控制，包括將呼叫與人工話務(wù)員連接完成音視頻通話，或?qū)⒑艚蟹峙涞絀VR進(jìn)行自動應(yīng)答。
A component that connects voice and video calls by interacting with the AIP or UAP. The functions of the CTI Server include connecting calls to agents to set up voice and video conversations and allocating calls to the IVR to achieve automatic call answer.
計算機(jī)電信集成
Computer Telephony Integration
CTI
計算機(jī)和通信集成技術(shù)。
Technology that allows interactions on a telephone and a computer to be integrated or co-ordinated.
座席接續(xù)條
Connection Control Bar
CcCBar
提供全面的、實(shí)用的呼叫處理功能的接續(xù)控制組件。
A call connection component that provides comprehensive and useful call processing functions.
接觸媒體
contact media
實(shí)現(xiàn)信息交互的媒體，包括語音媒體、email媒體、fax媒體、Web媒體等。
Media that implements information transmission, including voice, email, fax, and Web media.
協(xié)議代理
Data transfer Proxy
DtProxy
華為公司開發(fā)的與運(yùn)營商前置機(jī)對接的接口程序，主要負(fù)責(zé)數(shù)據(jù)的收發(fā)、維持和管理到前置機(jī)之間的連接。
An interface program developed by Huawei. It is called the protocol proxy that is used to send and receive data, and maintain and manage the connections with the FEPs.
磁盤監(jiān)測工具
disk**
用于監(jiān)測磁盤空間的大小的組件。當(dāng)磁盤空閑空間少于預(yù)設(shè)的磁盤空間時，則直接向告警臺發(fā)送告警信息。
A component that**s disk space. If the free space of a disk is less than the set disk space, the component sends an alarm to the alarm console.
Email 媒體服務(wù)器
Email Media Server
MailM
用于實(shí)現(xiàn)Email和FAX媒體類型呼叫的接入和處理的組件。
A component that connects and processes email calls and fax calls.
護(hù)航瀏覽
escorted browsing
一種實(shí)現(xiàn)Web網(wǎng)頁共享和網(wǎng)頁瀏覽同步的功能。同步時雙方在瀏覽器上將看到同樣的網(wǎng)頁內(nèi)容。
A function of the call ceneter platform that achieves the synchronization of Web page sharing and Web page viewing, enabling customers and agents to view the same Web pages.
傳真呼叫
fax call
用戶通過在傳真機(jī)上撥打被叫號碼發(fā)起的呼叫。該呼叫接入到呼叫中心平臺后，由呼叫中心平臺將用戶要傳真的內(nèi)容轉(zhuǎn)化為郵件，并投遞給業(yè)務(wù)代表，由業(yè)務(wù)代表通過回復(fù)郵件的形式答復(fù)該呼叫并為用戶提供服務(wù)。
A call that a user initiates by dialing a specified phone number on a fax machine. After the call is connected to the call center platform, the call center platform converts the content to be faxed into an email and sends the email to an agent. Then the agent provides services for the user by replying the email.
傳真臺
Fax Peripheral
FP
N/A
1. Fax Peripheral (FP), intelligent peripherals of CC08-Q ACD and connected with CC08-Q ACD though HW/E1 mode, provides the system with voice resources and fax resources. 2. An intelligent peripheral. It provides the fax sending, fax receiving and fax storing and transferring functions.
文件同步工具
File Synchronization tool
FileSyn
將文件服務(wù)器上的目錄結(jié)構(gòu)以及各目錄中的文件名同步到本機(jī)的組件。該組件不會同步文件內(nèi)容，僅用來保持兩者的目錄結(jié)構(gòu)和目錄中的文件名一致。
A component that synchronizes the directory structures and file names in the directories on a file server to a local computer to ensure the consistency of the directory structures and file names between the file server and local computer. During the synchronization, file contents are not synchronized.
表單共享
form sharing
表單共享是護(hù)航瀏覽的增強(qiáng)功能。在同步的網(wǎng)頁里，業(yè)務(wù)代表將Web用戶網(wǎng)頁中表單信息進(jìn)行共享。業(yè)務(wù)代表可以看到用戶在表單中填寫的內(nèi)容，以此來指導(dǎo)用戶正確填寫表單。與此同時，用戶表單中的信息將根據(jù)設(shè)定的安全級別，有選擇地共享給業(yè)務(wù)代表。
Enhancement of the escorted browsing function. With this function, agents can share form information of Web users on synchronized Web pages. According to the shared form information, agents can guide users to fill the forms. Meanwhile, information in user's forms can be shared with the agents according to the security levels of the forms.
前置機(jī)
Front End Processor
FEP
一種置于服務(wù)器之前的協(xié)議接入和處理設(shè)備，通常負(fù)責(zé)各種協(xié)議的轉(zhuǎn)換。
A type of protocol processing and access devices. The front end processor is placed in front of servers and are usually responsible for protocol conversion
全局業(yè)務(wù)邏輯
global service logic
GSL
一種業(yè)務(wù)間交互邏輯，用于在全局功能層中實(shí)現(xiàn)智能網(wǎng)業(yè)務(wù)的特征。描述與業(yè)務(wù)無關(guān)的積木式組件（SIBs）是怎樣被鏈接在一起的，以及在基本呼叫進(jìn)程的SIB與這些SIB鏈之間的交互。
A type of service interaction logics. The global service logics are used to realize the features of intelligent network (IN) services in the global functional plane, and describe the logics of the links between service independent building blocks (SIBs) and the interaction between SIBs of basic call processes and these SIB links.
測量粒度周期
granularity period
用于相鄰兩次收集性能數(shù)據(jù)的時間間隔。測量粒度周期在華為公司的MML 規(guī)范中又叫測量周期。測量粒度周期以分鐘為單位，通常為1、5、10、15、30、60 或1440 分鐘。
It refers to the time interval between two successive collections of performance data. The granularity period is also called measurement period in Huawei MML speculation. The unit of granularity period is minute, such as one minute, five minutes, ten minutes, 15 minutes, 30 minutes, 60 minutes and 1440 minutes.
集中查看臺
ICDInsider
查看華為呼叫中心平臺的服務(wù)端程序的運(yùn)行信息的組件。
A component that checks the running information of the server programs of the call center platform.
集成開發(fā)環(huán)境
Integrated Development Environment
IDE
基于eclipse架構(gòu)的模型驅(qū)動開發(fā)工具，定位于業(yè)務(wù)開發(fā)全流程，包括業(yè)務(wù)設(shè)計、業(yè)務(wù)開發(fā)、業(yè)務(wù)調(diào)試和業(yè)務(wù)部署。
A model driven development (MDD) tool, which is based on the Eclipse framework. It is also an integration tool for service lifecycle management, which integrates the service design, development, debug, and deployment.
智能呼叫分配通訊
Intelligent Call Distribution Communication
ICDComm
通訊中間件，對上層應(yīng)用程序提供高性能、跨操作系統(tǒng)的網(wǎng)絡(luò)通訊平臺，屏蔽了網(wǎng)絡(luò)通訊層的細(xì)節(jié)。
A midware of communication. It provides a cross-system network communication platform for the upper-layer application program to shield the work at the network communication layer.
智能路由中心
Intelligent Routing Center
IRC
對進(jìn)入華為呼叫中心的呼叫進(jìn)行智能路由的組件。智能路由功能是通過IVR加載路由腳本實(shí)現(xiàn)的，在物理上不存在單獨(dú)的IRC部件。
A component that provides the intelligent routing function for the calls that are connected to Huawei call center platform. The function is achieved through the loaded routing script on the IVR. The IRC does not exist physically.
交互式語音應(yīng)答
Interactive Voice Response
IVR
解析并執(zhí)行加載在其上的流程文件，實(shí)現(xiàn)自動業(yè)務(wù)功能，例如自動給用戶發(fā)出語音提示信息、收集用戶信息等。
A component that resolves and runs the loaded flows to achieve automatic services, for example, playing voice announcements to users and collecting user information.
內(nèi)部求助
internal help request
業(yè)務(wù)代表接聽來話時遇到無法處理的事情，向客服中心其他業(yè)務(wù)代表發(fā)起呼叫請求，進(jìn)行求助的操作。
An operation that a service agent performs, during a call with a customer, to call another service agent in the customer service center for help when the agent is unable to solve problems.
多媒體聯(lián)絡(luò)中心
IP Contact Center
IPCC
多媒體聯(lián)絡(luò)中心提供一個聯(lián)絡(luò)管理系統(tǒng)，這個系統(tǒng)可以為發(fā)展中的企業(yè)提供與大型企業(yè)競爭的靈活性。
A contact management system which gives growing businesses the flexibility to compete with larger industry players.
管理系統(tǒng)客戶端
management system client
呼叫中心的質(zhì)檢監(jiān)控系統(tǒng)，用于監(jiān)控呼叫中心系統(tǒng)的運(yùn)行狀態(tài)，查看告警信息，對業(yè)務(wù)代表的工作進(jìn)行質(zhì)檢、監(jiān)控。
The QC**ing system of the call center platform. It**s the running of the call center platform, checks alarm information, and performs QC on and**s the work of agents.
電子排班
manual scheduling
一種排班方式。通過該方式，將排班管理員依據(jù)經(jīng)驗(yàn)排出的班表映射到排班系統(tǒng)中，即不通過算法服務(wù)器，直接進(jìn)行手工定制排班。
A mode of scheduling shifts for agents. Through this mode, administrators schedule shifts according to their experience and map the schedules to the WFM system. That is, administrators schedule shifts without using the WFM server (WFMS).
人工臺
manual station
通過業(yè)務(wù)代表處理呼叫，提供人工服務(wù)。
A service wherein agents handle calls to provide manual services.
測量指標(biāo)
measurement index
測量指標(biāo)又稱測量本體或計數(shù)器，是性能測量的基本單位，是指為完成某種測量而必須收集的量（例如話務(wù)量、呼叫次數(shù)、平均占用時長等），可理解為測量量。
Basic unit of the performance measurement. A measurement entity is also called counter. It refers to a certain amount (such as, traffic, count of calls and average seizure time) to be collected to complete a measurement.
測量對象
measurement object
測量對象是一個物理的或者邏輯實(shí)體，或者是各種被測量實(shí)體的集合，例如：一個單板，模塊，信令連接或者端口。
It is a physical or logical entity, or a combination of various entities to be measured, such as a board, module, signaling link, or port.
測量單元
measurement unit
對測量指標(biāo)進(jìn)行歸類，劃分為若干測量單元。每個測量單元包含與系統(tǒng)某功能相關(guān)的若干測量指標(biāo)。例如入局話務(wù)測量、出局話務(wù)測量、內(nèi)部話務(wù)測量等。
The measurement indexes are typed and divided into several measurement units. Each measurement unit contains several measurement items related to a function of the system. For example, incoming traffic measurement, outgoing traffic measurement, and internal traffic measurement.
消息呼叫
message call
用戶通過發(fā)送短信到信息中心，觸發(fā)信息中心發(fā)起一個Email呼叫到呼叫中心平臺，呼叫中心平臺的業(yè)務(wù)代表通過回復(fù)郵件的形式答復(fù)該呼叫并為用戶提供服務(wù)。
A service that the call center platform provides for customers. After the service is enabled, a user can send a short message to the information center, the information center then initiates an email call to the call center platform, and then an agent of the call center platform provides services for the user by replying the email.
留言呼叫
message leaving call
用戶在業(yè)務(wù)側(cè)的Web頁面內(nèi)進(jìn)行留言操作后，觸發(fā)JAU發(fā)起的呼叫。該呼叫接入到呼叫中心平臺后，由呼叫中心平臺將該呼叫路由到座席，座席從業(yè)務(wù)側(cè)數(shù)據(jù)庫獲取留言后，對該留言進(jìn)行答復(fù)，答復(fù)的內(nèi)容被保存在業(yè)務(wù)側(cè)的數(shù)據(jù)庫中，由業(yè)務(wù)將答復(fù)的內(nèi)容提供給用戶。
A call that is initiated when the JAU is triggered after a user leaves a message on a Web page of the service system. After the call is connected, the call center platform routes the call to an agent. The agent obtains the message from the database of the service system and replies to the message. The reply to the message is stored in the database of the service system. The service system then sends the reply to the user.
監(jiān)控代理服務(wù)器
Monitor Daemon Server
MDS
對華為呼叫中心的應(yīng)用程序進(jìn)行管理，一旦發(fā)現(xiàn)系統(tǒng)中某個被管理的應(yīng)用程序運(yùn)行異常，它將終止該應(yīng)用程序，然后重新啟動該應(yīng)用程序，保證系統(tǒng)具有異常自恢復(fù)能力。
A component that manages the applications of the call center platform. When detecting an exception on a**ed application, the MDS ends the application, and then restarts it. The MDS ensures the automatic exception recovery capability of the call center platform.
網(wǎng)絡(luò)檢測工具
Net Check Tool
NetCheck
呼叫中心平臺中用于檢測核心服務(wù)器與平臺其他部件之間網(wǎng)絡(luò)連接是否正常的組件。
A component that checks the network connections between the core server and other components of the call center platform.
網(wǎng)絡(luò)智能路由中心
Network Intelligent Routing Center
NIRC
用于將多個單點(diǎn)呼叫中心關(guān)聯(lián)在一起，形成一個網(wǎng)絡(luò)呼叫中心，在網(wǎng)絡(luò)呼叫中心內(nèi)統(tǒng)一進(jìn)行呼叫分配，實(shí)現(xiàn)呼叫全網(wǎng)分配、資源全網(wǎng)共享、負(fù)載全網(wǎng)均衡的組件。
A component that associates multiple local call centers to form a networked call center where calls are allocated in unified mode, resources are shared, and load is balanced. That is, users can use services on the entire network from any access point.
網(wǎng)絡(luò)呼叫中心
Networked Call Center
NCC
將多個獨(dú)立的呼叫中心進(jìn)行互聯(lián)組成的一個呼叫中心，實(shí)現(xiàn)資源共享。
A call center that is formed for resource sharing by interconnecting multiple independent call centers.
網(wǎng)絡(luò)呼叫中心管理系統(tǒng)
NIRC Management System
NRMS
用于對網(wǎng)絡(luò)呼叫中心進(jìn)行基本配置，并監(jiān)控網(wǎng)絡(luò)呼叫中心的運(yùn)行狀態(tài)的組件。
A component that configures the basic information about a networked call center, and**s the running of the networked call center.
OAM 代理服務(wù)器
OAM Agent Server
OAS
呼叫中心平臺與網(wǎng)管的接口代理，與UOA之間通過SXP協(xié)議交互，完成各網(wǎng)元的維護(hù)配置管理，性能管理，告警管理，日志管理，跟蹤管理。
An interface proxy between the call center platform and the network management system (NMS), interacting with the UOA through the Security Exchange Protocol (SXP) to manage the maintenance, configuration, performance, alarms, logs and tracing of relevant network elements.
OAM 守護(hù)進(jìn)程
OAM Monitor Daemon
OMD
OMD主要應(yīng)用于網(wǎng)管系統(tǒng)。它運(yùn)行在被管理設(shè)備上，接受OAS的各種控制命令，監(jiān)視并控制被管理設(shè)備的運(yùn)行。
A general peripheral of the network management system (NMS), running on the devices that it manages, receiving control commands from the OAM Agent Server (OAS), and**ing and controlling the running of the managed devices.
OPS呼叫
OPS call
國內(nèi)外長途電話客戶通過撥打OPS接入碼發(fā)起的語音呼叫。該呼叫接入到呼叫中心平臺后，電話用戶可與業(yè)務(wù)代表進(jìn)行通話。
A voice call that a national toll user initiates by dialing the OPS access code. After the call is connected to the call center platform, the user can talk with an agent.
普通呼叫
ordinary call
本地電話用戶通過撥打被叫號碼發(fā)起語音活視頻呼叫，呼叫接入到呼叫中心平臺后，電話用戶可與業(yè)務(wù)代表進(jìn)行通話。
A voice or video call that a local user makes by dialing a specified phone number. After the call is connected to the call center platform, the user can talk with an agent.
外呼服務(wù)器
OutBound Server
OBS
負(fù)責(zé)管理呼叫中心系統(tǒng)自動呼出任務(wù)，實(shí)現(xiàn)用戶預(yù)約呼叫、大眾呼叫、電話廣告（營銷）、電話催繳費(fèi)等業(yè)務(wù)的組件。
A component that manages the automatic outbound call tasks of the call center platform, achieving the services such as reserved calls, mass calls, telephone advertisements or sales, and telephone notifications of defaulting call fees.
標(biāo)記同步
page marker synchronization
護(hù)航瀏覽的增強(qiáng)功能。在同步的網(wǎng)頁里，可以實(shí)現(xiàn)窗口大小、鼠標(biāo)位置標(biāo)記、頁面滾動的同步。
Enhancement of the escorted browsing function for synchronizing window sizes, cursor locations, and page rolling on synchronized pages.
PC+Phone座席
PC+Phone agent
一種座席類型，該類型的座席采用PC機(jī)與電話方式連接，座席端直接向CCS發(fā)消息，CCS再把消息發(fā)給對應(yīng)的媒體服務(wù)器以完成座席的接續(xù)功能，此座席直接通過電話接聽來話。
An agent type. The agents of such a type use PCs and telephones to process calls. The agent consoles send messages to the CCS, the CCS then sends the messages to the associated media servers to provide the agent connection function.
預(yù)測呼出
predictive dialing
一種呼出方式。系統(tǒng)根據(jù)內(nèi)置的預(yù)測算法預(yù)測當(dāng)前需要發(fā)起的呼出數(shù)目，然后呼出。
A mode of initiating outbound calls. When adopting this mode, the call center platform forecasts the number of calls that need to be currently initiated according to the built-in forecast algorithms, and then initiates outbound calls.
預(yù)瀏覽呼出
preview dialing
一種呼出方式。業(yè)務(wù)代表能夠預(yù)先看到系統(tǒng)分配的外呼信息，并決定系統(tǒng)是否自動呼出，以保證呼叫能被處理。
A mode of initiating outbound calls. When the call center platform adopts this mode, agents can preview the outbound call information that is distributed by the call center platform and determine whether the system needs to automatically initiate the outbound calls. This ensures that calls can be handled in time.
專用分組交換機(jī)
Private Branch Exchange
PBX
N/A
Private Branch Exchange (PBX) is a customer premise switch used to connect customer telephones to LEC central office lines (trunks) as well as switch internal calls within the customers' premises, usually with software-controlled features such as call forwarding and call pickup.BPX
公用陸地移動網(wǎng)
Public Land Mobile Network
PLMN
用于區(qū)分一個國家或地區(qū)不同的移動通信運(yùn)營商。一個服務(wù)區(qū)可由一個或若干個公用陸地移動通信網(wǎng)組成。PLMN區(qū)域的標(biāo)識是MNC（Mobile Network Code，移動網(wǎng)絡(luò)識別碼），中國移動的MNC是00，中國聯(lián)通的MNC是01。
A network established or operated by a mobile telecommunications carrier in a country or a region. One or more PLMNs can form a service area. A PLMN is identified by the Mobile Network Code (MNC). For example, the MNC used by China Mobile is 00, and the MNC used by China Unicom is 01.
公共電話交換網(wǎng)
public switched telephone network
PSTN
公用電話交換網(wǎng)（Public Switched Telephone Network）。為公共用戶提供電話業(yè)務(wù)的電信網(wǎng)絡(luò)，包括接入系統(tǒng)、電話交換機(jī)以及中繼等。有時也稱為POTS。
Public Switched Telephone Network. A telecommunications network established to perform telephone services for the public subscribers. Sometimes called POTS.
隊列
queue
呼叫在不能立即得到人工服務(wù)時需要排隊， 這些排隊的呼叫形成隊列。
A sequence of calls that wait for manual services.
錄音管理服務(wù)器
Record Manager Server
RMS
用于實(shí)現(xiàn)華為呼叫中心的軟電話錄音或VoIP抓包錄音的組件。同時該組件也支持與第三方錄音系統(tǒng)進(jìn)行交互，實(shí)現(xiàn)華為呼叫中心與第三方錄音系統(tǒng)的對接集成。
A component that manages the RMC or VoIP mirroring voice recording server, achieving the function of softphone voice recording or VoIP mirroring voice recording. In addition, it can interact with third-party voice recording systems to implement the connection integration between the call center platform and third-party voice recording systems.
釋放轉(zhuǎn)
release transfer
呼叫轉(zhuǎn)移或轉(zhuǎn)出的一種方式。采用該方式，不管呼叫轉(zhuǎn)移/轉(zhuǎn)出是否成功，業(yè)務(wù)代表均釋放呼叫。
A mode of transferring calls out of the call center platform or transferring calls, in which the relevant agent releases the call regardless of whether the transfer or transfer-out is successful or not.
業(yè)務(wù)生成環(huán)境
Service Creation Environment
SCE
SCE（Service Creation Environment）即業(yè)務(wù)生成環(huán)境，是一種提供圖形化的自動業(yè)務(wù)開發(fā)工具。采用其提供的圖形化編程界面，只需要簡單編程，通過已有業(yè)務(wù)獨(dú)立構(gòu)件SIB（Service Independent Building Block）的組合，能夠快速簡便地生成新的業(yè)務(wù)。
A graphical auto-service developing tool. With the graphical programming interface of the SCE, a new service can be created quickly and conveniently with simple programming and a combination of service independent building blocks (SIBs).
短消息業(yè)務(wù)
Short Message Service
SMS
通過該業(yè)務(wù)，移動電話之間可以互相收發(fā)文本短消息，，業(yè)務(wù)提供商可以發(fā)送文本短消息給移動電話。目前，這種短消息的長度被限定在140字節(jié)之內(nèi)。
A service that enables mobile phones to send/receive and enables service providers to send text messages whose length is up to 140 bytes.
短消息業(yè)務(wù)中心
Short Message Service Center
SMSC
是網(wǎng)絡(luò)中的一個節(jié)點(diǎn)， 主要負(fù)責(zé)接受手機(jī)提交的文本消息，決定消息接收者的目前狀態(tài)， 下發(fā)消息到合適的目的用戶， 或者是把消息儲存起來以后下發(fā)。
A node on the network, which implements the functions of receiving the text messages submitted by an MS, determining the current status of a message receiver, and delivering messages to the proper destination users or storing messages for subsequent delivery.
智能語音板
Special Tone board
SPT
指定轉(zhuǎn)
specified transfer
呼叫轉(zhuǎn)移的一種方式。在進(jìn)行轉(zhuǎn)移時，如果座席空閑，則直接接入空閑座席；如果正忙，則轉(zhuǎn)入該座席的私有隊列中。
A mode of transferring calls. During call transfer, a call is directly transferred to an agent if the agent is idle, but if the agent is busy, the call is transferred to the private queue of the agent.
成功轉(zhuǎn)
success transfer
呼叫轉(zhuǎn)移或轉(zhuǎn)出的一種方式。被轉(zhuǎn)入方業(yè)務(wù)代表摘機(jī)接通來話后，轉(zhuǎn)出方業(yè)務(wù)代表才可釋放來話。否則，系統(tǒng)提示轉(zhuǎn)出失敗。
A mode of call transfer. After an agent to whom the call is transferred hooks on, the agent who transfers the call out can release the call; otherwise, the system displays the call transfer failure.
掛起轉(zhuǎn)
suspension transfer
呼叫轉(zhuǎn)移的一種方式。采用該方式時，呼叫被轉(zhuǎn)移到某自動流程，業(yè)務(wù)代表處于等待狀態(tài)，等待呼叫返回到座席后業(yè)務(wù)代表與用戶繼續(xù)通話。
A mode of transferring calls. After a call is transferred to an automatic flow in this mode, an agent waits for the return of the call, and when the call is returned, the agent continues to processing the call.
通話時長
talk time
對于自動語音應(yīng)答（IVR）設(shè)備和座席設(shè)備，存在通話開始和通話結(jié)束時間，通話結(jié)束時間和通話開始時間之差就為通話時長。
The duration between the talk start time and end time of a call on the IVR device and agent device.
通話次數(shù)
talk times
統(tǒng)計周期內(nèi)呼叫在占用的設(shè)備上成功通話的次數(shù)。
Number of times that calls are successfully answered on the devices that process the calls in the statistics period.
通話轉(zhuǎn)
talk transfer
呼叫轉(zhuǎn)出的一種方式。采用該方式，系統(tǒng)監(jiān)視呼叫轉(zhuǎn)出過程，被叫應(yīng)答并和用戶通話，業(yè)務(wù)代表釋放呼叫。
A mode of transferring calls out of the call center platform, in which the call center platform**s the transfer-out process. After the called party answers the call and talks with the user, the agent releases the call.
電話用戶部分
Telephone User Part
TUP
為基本通話過程中電路交換網(wǎng)絡(luò)連接的建立、管理和釋放提供了骨干通信，以便于提供遠(yuǎn)程電信服務(wù)。TUP 支持模擬和數(shù)字電路，并對電話管理信號的傳輸進(jìn)行限定。
A protocol that provides the signaling backbone between switching elements for basic call establishment, supervision, and release of circuit switched network connections for telecommunications services. TUP supports analog and digital circuits, and limited call management signaling.
文字交談
text chat
指Internet用戶通過瀏覽器與業(yè)務(wù)代表進(jìn)行文字交流。
The communication in texts between an Internet user and an agent through the Microsoft Internet Explorer (IE).
文本到語音
Text To Speech
TTS
N/A
N/A
三方通話
three-party conversation
業(yè)務(wù)代表將保持的一個呼叫加入到當(dāng)前正與其通話的呼叫中實(shí)現(xiàn)三方的通話的功能。三方通話的情況下如果通話的兩個客戶都掛機(jī)則座席進(jìn)入空閑態(tài)，如果業(yè)務(wù)代表釋放則全部釋放，座席進(jìn)入空閑態(tài)，兩個客戶聽忙音。
A function that an agent connects a held call to the current call of the agent to set up a conversation among three-parties. In a three-party conversation, the agent becomes idle if the two customers end the calls. If the agent ends the conversation, the agent becomes idle and the customers hear only the busy tone.
三方通話轉(zhuǎn)
three-party transfer
呼叫轉(zhuǎn)出的一種方式。采用該方式，系統(tǒng)監(jiān)視轉(zhuǎn)出過程，被叫應(yīng)答后實(shí)現(xiàn)三方通話。
A mode of transferring calls out of the call center platform, in which the call center platform**s the transfer-out process. After the called party answers the call, a three-party conversation is set up.
門限告警
Threshold alarm
被監(jiān)控量的值超出門限的閾值時產(chǎn)生的告警。
When the**ed value exceeds the threshold, the alarm occurs.
流程軌跡分析器
track server
分析自動業(yè)務(wù)流程的組件。分析流程后可以得到執(zhí)行最頻繁的路徑作為業(yè)務(wù)流程的關(guān)鍵路徑。關(guān)鍵路徑是業(yè)務(wù)流程優(yōu)化和查錯的重點(diǎn)。
A component that analyzes automatic service flows to obtain the track wherein service flows frequently run. The component determines the track as the key track of service flows. The key track is the key point for optimizing service flows and detecting errors.
中繼轉(zhuǎn)庫程序
TransBam
將排隊機(jī)的中繼數(shù)據(jù)或分布式資源信息轉(zhuǎn)化成配置文件的組件。
A component that converts trunk data in the ACD into configuration files and saves them in the running directory of the CTI Server for the CTI Server to query information.
統(tǒng)一網(wǎng)管代理
Uniform Operation and Management Agent
UOA
N/A
N/A
通用接入平臺
Universal Access Platform
UAP
N/A
N/A
通用資源平臺
Universal Resource Platform
URP
華為技術(shù)有限公司研制的一種交換設(shè)備，可用于寬窄帶一體化接入，并在呼叫中心和彩鈴/視頻應(yīng)用中提供豐富的寬窄帶媒體資源。
A switching device developed by Huawei Technologies Co., Ltd. It is used for uniform access for broadband and narrowband signals and provides rich broadband and narrowband media resources in call centers and ring back tone (RBT) services/video services.
用戶信息數(shù)據(jù)庫
User Information Database
UIDB
呼叫中心平臺的專用數(shù)據(jù)庫，提供對客戶資料數(shù)據(jù)及各種系統(tǒng)統(tǒng)計數(shù)據(jù)的管理維護(hù)。
A special database of the call center platform. It manages and maintains customer data and statistics of various types.
用戶交互腳本服務(wù)器
User Interactive Script Server
UI
呼叫中心平臺提供的用于實(shí)現(xiàn)自動業(yè)務(wù)和外呼業(yè)務(wù)的組件。
A component provided by the call center platform to achieve automatic services and outbound call services.
客戶訪問標(biāo)識
User Visit ID
UVID
對各種媒體的呼叫，系統(tǒng)會分配一個唯一的用戶訪問標(biāo)識，用來區(qū)分不同的呼叫。
The unique user visit ID that the system allocates to a call for differentiating calls.
錄制服務(wù)器
Video Record Processor
VRP
錄制業(yè)務(wù)代表的屏幕操作變化的組件。
A component that records the operations performed by agents through screens.
虛擬呼叫中心
Virtual Call Center
VCC
一個由呼叫中心運(yùn)營商在獨(dú)立建設(shè)的一套呼叫中心上為各企業(yè)分配的座席、自動流程等資源的集合。各企業(yè)或機(jī)構(gòu)從呼叫中心運(yùn)營商租用這些資源，就可以享受呼叫中心提供的全部服務(wù)，而不需要承擔(dān)單獨(dú)建設(shè)呼叫中心昂貴的費(fèi)用。
A set of resources that a carrier sets up in an independent call center and allocates to different enterprises. The resources include agents and automatic flows. The enterprises hire the resources from the carrier to enjoy all the services of a call center, but do not need to pay high costs for setting up a call center.
虛擬引導(dǎo)號
Virtual Directory Number
VDN
呼叫中心平臺內(nèi)一種虛擬設(shè)備的編號，它代表了某一類的應(yīng)用。在呼叫中心平臺，VDN用以指代虛擬呼叫中心。
A number of a virtual device on the call center platform. It represents applications of a certain type. In the call center, a VDN represents a virtual call center.
語音可擴(kuò)展標(biāo)記語言
Voice Extensible Markup Language
VoiceXML
一種計算機(jī)語言，該語言用于創(chuàng)建語音對話，語音對話具有幾個特性：合成語音、數(shù)字化音頻、語音和DTMF按鍵輸入識別、語音輸入錄制、電話、混合主動交談。該語言的主要目的是將基于web開發(fā)的優(yōu)勢在交互式語音應(yīng)答應(yīng)用得以發(fā)揮。
A computer language that is designed for creating audio dialogs that feature synthesized speech, digitized audio, recognition of spoken and DTMF key input, recording of spoken input, telephony, and mixed-initiative conversations. Its major goal is to bring the advantages of web-based development and content delivery to interactive voice response applications.
網(wǎng)絡(luò)電話
Voice over IP
VoIP
基于IP的語音（VoIP）是一個IP電話術(shù)語，用于描述對Internet上的語音信息發(fā)送進(jìn)行管理的一套設(shè)施。VoIP涉及以數(shù)字形式發(fā)送語音信息。這種發(fā)送是通過不連續(xù)的數(shù)據(jù)包，而不是通過PSTN傳統(tǒng)的面向電路的協(xié)議。
An IP telephony term for a set of facilities used to manage the delivery of voice information over the Internet. VoIP involves sending voice information in a digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network (PSTN).
語音臺
Voice Peripheral
VP
VP（Voice Peripheral）即語音臺，是UAP設(shè)備的智能外設(shè)，可以提供錄音、放音和收號等功能。
An intelligent peripheral of the UAP. The VP provides the system with the functions such as recording, announcement playback, and digit collecting.
Web應(yīng)用服務(wù)器
Web Application Server
WAS
N/A
The application server software based on Java and J2EE/EJB. It can be used to create a program interface in a Web browser. It is a kind of middleware that is widely accepted by integrators and customers.
Web集成呼叫中心
Web Enabled Call Center
WECC
利用Web、IP技術(shù)，以多種媒體的組合為Internet上通過Web方式接入呼叫中心的用戶提供服務(wù)的功能，提供的服務(wù)包括文字交談、點(diǎn)擊通話、護(hù)航瀏覽、回呼請求、表單共享、標(biāo)記同步等。
A function that is provided by the call center platform based on the Web and IP technologies by combining multiple media types. After the function is enabled, the call center platform can provide services for the Internet users who access the call center through the Web browser. The services include text chat, click-to-dial, escorted browsing, callback request, form sharing, and page marker synchronization.
Web媒體服務(wù)器
Web Media Server
WebM
呼叫中心平臺中實(shí)現(xiàn)護(hù)航瀏覽、表單共享、點(diǎn)擊通話、回呼請求、文字交談等Web呼叫的接入和處理的組件。
A component that is installed on the call center platform to connect and process Web calls such as escorted browsing, form sharing, click-to-dial, callback request, and text chat.
Web消息網(wǎng)關(guān)
Web Message Gateway
WMG
呼叫中心平臺中負(fù)責(zé)管理Web上發(fā)起的交互請求的組件。
A component on the call center platform for managing the interaction requests that are initiated through the Web.
Windows媒體音頻
Windows Media Audio
WMA
微軟公司開發(fā)的一種數(shù)字音頻編碼方案，它通常是在因特網(wǎng)上用于發(fā)行錄制的音樂。
A digital audio coding scheme developed by Microsoft that is used in distributing recorded music, usually over the Internet.
排班管理系統(tǒng)
Workforce Management system
WFM system
針對呼叫中心的運(yùn)行情況，使用智能化的人員優(yōu)化和管理方法，對客戶代表的工作時間進(jìn)行自動安排的系統(tǒng)。
A system that is developed based on the running of Huawei call center platform to schedule shifts for agents through intelligent staffing optimization and scheduling management.
