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| H.323 RAS |
Registration, Admission, and Status. The RAS signaling protocol performs registration, admission, bandwidth changes, and status and disengage procedures between the VoIP gateway and gatekeeper. See also VoIP. |
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| H.323 RAS |
Registration, Admission, and Status. The RAS signaling protocol performs registration, admission, bandwidth changes, and status and disengage procedures between the VoIP gateway and gatekeeper. See also VoIP. |
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| H.323 |
ITU-T standards that describes packet-based video, audio, and data conferencing. Allows dissimilar communication devices to communicate with each other using a standardized communications protocol. H.323 is an umbrella standard that describes the architecture of the conferencing system, and refers to a set of other standards (H.245, H.255.0, and Q.931) to describe its actual protocol. For example, the Cisco IOS integrated router gateways use H.323 to communicate with Cisco CallManager. See also gateway. |
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| Handle Time |
The combination of conversation time and after call work time. |
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| Handset |
The portion of a telephone set containing the transmitter and receiver, usually designed to be hand-held when the telephone is in use. For example, lift the handset of a Cisco IP Phone to press the dial pad numbers to place a call, review voice mail messages, answer a call, and so on. |
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| Help Desk |
The term typically applied to an "internal" call center that handles primarily calls from employees about technical problems with their computer, monitor, printer, and the like. |
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| Hit Rate |
The number of connected contacts as a percentage of the number of attempts. |
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| Hold Time |
This is the average number of seconds that an agent places customers on hold during a call. Most ACDs can provide this number as a total number of hold seconds and then you can compute the average hold time. |
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| Home Agent |
An agent that works from home or someplace else other than the actual contact center location. |
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| Hot Swappable |
In service terminology, this means that a part such as a power supply, circuit board, etc., can be pulled out and replaced while this system is running (i.e., "hot"). |
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| Hunting |
1. The automatic routing of calls to an idly circuit in a prearranged group when the circuit being called is busy or unavailable. 2. The movement of a call as it progresses through a group of lines. The call will try to connect to the first line of the group. If that line is busy or unavailable, it will try the second line, and then the third line, etc. |
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| Hyper Text Markup Language (HTML) |
1) The language used throughout the World Wide Web to create web pages with links to other documents, rich text enhancements (bold, italic, etc.) and so on. The 'source' file for what you see on a web page is written in HTML. (2) The language with which World Wide Web documents are formatted. It defines fonts, graphics, hypertext links, and other details. HTML is an implementation of Standard Graphics Markup Language, SGML, which is a standard in the publishing industry. |
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| Hyper Text Transfer Protocol (HTTP) |
1) The protocol most commonly used in the World Wide Web to transfer information from Web servers to Web browsers. (2) The protocol that negotiates document delivery to a Web browser from a Web server. |
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| Hunting |
1. The automatic routing of calls to an idly circuit in a prearranged group when the circuit being called is busy or unavailable. 2. The movement of a call as it progresses through a group of lines. The call will try to connect to the first line of the group. If that line is busy or unavailable, it will try the second line, and then the third line, etc. |
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