Glossary

Click on a letter to browse the terms associated with it.

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Occupancy	Generally a percent of logged in time that an agent spends in active contact handling (i.e., on incoming calls, in wrap up, on outbound calls).
Office Code	The first three digits of your seven-digit local telephone number.
Offered Call	A call that is received by the ACD. Offered calls are then either answered by a resource (handled) or abandoned.
Off-Peak	Periods of time other than the call center's busiest periods. Off-peak times are used to accomplish non-phone work in most centers. Term also used to refer to discount time periods by telecommunications carriers.
Off-Hook	(1) The active condition of Switched Access or a Telephone Exchange Service line. (2) Activated (in regard to a telephone set). A telephone in use is said to be off-hook when it is actively transmitting and receiving sound. Contrast with On-Hook.
On-Hook	(1) The idle condition of Switched Access or a Telephone Exchange Service line. (2) Deactivated (in regard to a telephone set). A telephone that is not in use is said to be On-hook and it is not actively transmitting and receiving sound. Contrast with Off-Hook.
On-Line Transaction Processing	Database processing that supports the daily business operations. Also known as operational processing and OLTP.
Operations Support System (OSS)	The computerized platform and related software used to support the operations of a network.
Outbound Call	A telephone call that was originated by a device and is directed toward a device in the same switching domain or a remote device in another switching domain.
Overflow	Contacts that route from one place to another group or site. Intraflow is the term used to describe the routing of contacts to another group within the same ACD, while interflow refers to routing a contact from one ACD to another site.
Outsourcing	Contracting with an outside company/vendor to handle some or all of your company's inbound and/or outbound telephone calls or contacts.
Outbound Performance Metrics	These are all the measurements that indicate the performance of an outbound telephone agent. Examples might include calls/agent/shift or sales/agent/shift.
Off-Premise Extension (OPX)	A peripheral private branch exchange (PBX) device located in a building other than the one housing the PBX system itself. Also called OPS, or Off Premise Station. See also PBX.