---
title: Contact Center Application Glossary
slug: contact-center/contact-center-application-glossary
docTags: 
createdAt: 2025-12-22T08:04:53.015Z
---

This Glossary covers essential terms and abbreviations found in Exotel Contact Center documentation- Ameyo and common industry concepts. Please Note that these definitions provide quick guidance for better understanding, not exhaustive technical details.

**Exotel Contact Center erstwhile "Ameyo" Application Glossary (A-Z)**

### A

- **Abandon Rate:** The percentage of calls that are abandoned by the customer while waiting in the queue. Formula: (Abandoned Calls / Offered Calls) \* 100.
- [Inbound Routing Strategies /Automatic Call Distributor](docId\:smyFPD-Zz-Hp9FGaZ1C47)**:** A system that routes incoming calls based on pre-defined rules (such as skill-based routing, FIFO, or priority) to ensure uniform call distribution across available agents.
- **Active Interactions:** The total number of interactions (calls, chats, etc.) currently being handled by agents in real-time.
- **Agent State:** The current status of an agent in the toolbar, typically:
  - **Ready / Available:** Waiting to receive a new interaction.
  - **Not Ready / Break:** Paused and unable to receive interactions.
  - **Busy:** Currently engaged in an interaction.
- **Auto-Call Off:** A toolbar setting that prevents the system from automatically connecting the next call, often used when the agent needs to perform an offline task.
- **Active-Active HA:** A redundancy configuration where multiple instances of the application run simultaneously. If one instance fails, another active instance seamlessly takes over to minimize downtime.
- **ACW (After Call Work):** The duration after a call disconnects during which an agent wraps up the interaction (e.g., adding notes or dispositions) before becoming available for the next call.
- **Agent Presence Management:** The ability to monitor, track, and control the availability status (e.g., Available, Break, Busy) of agents within the contact center.
- **Ameyo 360 AIM:** Application and Infrastructure Management module that collects error reports from agents and infrastructure, providing administrators with a top-down operational view.
- **Ameyo FusionCX:** A unified contact center solution package that includes capabilities for voice, email, social media, and chat interactions.
- **Ameyo Voiceblast:** A feature enabling businesses to send thousands of pre-recorded messages to customers simultaneously for alerts, reminders, or marketing.
- **API (Application Programming Interface):** Interfaces (such as User Management, Stats, or Ticketing APIs) that allow third-party applications to interact with Ameyo to manage data, users, or call controls.
- **Auto-failover:** A mechanism that allows a backup server to automatically take control and provide services if the primary server breaks down, ensuring high uptime.
- **Automatic Retries:** A configuration that sets specific retry times for numbers that were not reached (e.g., No Answer, User Busy).

### B

- **Barge-In:** A supervisor feature allowing them to enter an active call between an agent and a customer to assist or take over.
- **Break Code:** A specific reason selected by the agent when going into "Not Ready" state (e.g., "Lunch," "Training," "Tea Break").
- **Blended Voice Campaign:** A configuration allowing agents to handle both inbound and outbound calls simultaneously, prioritizing inbound calls to reduce drop rates.
- **BYOB (Bring Your Own Bot):** Support for integrating third-party chatbots or voicebots into the Ameyo environment.
- **BYOK (Bring Your Own Key):** A security feature where the customer manages their own encryption keys for securing sensitive data like PII.

### C

- **Calls in Queue (CIQ):** The real-time count of callers currently waiting to be connected to an agent.
- [Campaign](docId\:D6nngdIlc1Az5zSZInnqk)**:** A specific project or line of business configured in the application (e.g., "Sales\_Outbound").
- **Conference:** A feature allowing an agent or supervisor to add guests (other agents, managers, or external numbers) to a live call for a multi-party conversation.
- **Cold Transfer:** Transferring a call to another agent or department without first speaking to the receiving party to provide context.
- **Callback Management:** A feature allowing agents or supervisors to schedule, view, and manage callbacks for customers who requested to be contacted later.
- **Chatbot:** An automated software program capable of interacting with customers to solve queries via text. It can hand off complex queries to human agents.
- **Churn Contact:** A logic that marks numbers as "churned" or ineligible for dialing based on specific customer information or criteria (e.g., excluding VIP customers from auto-dialing).
- **Cold Redundancy:** A backup configuration where the secondary system remains inactive until needed. It can be enabled manually or automatically in case of primary system failure.
- **CTI (Computer Telephony Integration):** Technology that allows computers to interact with telephone systems, enabling features like Screen Pops where customer data is displayed automatically when a call arrives.

### D

- **Dialer State:** The current mode of the outbound dialer (e.g., Active, Paused, Stopped).
- [Disposition](docId\:TM0yywO4BoPlmiWlKX9rv)**:** A status or tag assigned by an agent at the end of an interaction to classify the outcome of the call (e.g., "Sale Made," "Not Interested," "Callback Scheduled").
- **DB Column Encryption:** Security feature that encrypts specific columns in the database (using RSA encryption) to prevent data leakage of sensitive customer information.
- **ID (Direct Inward Dialing) Rotation:** A strategy where outbound calls rotate through a set of DID numbers to prevent calls from being flagged as spam and to increase answer rates.
- **Disaster Recovery:** A strategic plan and infrastructure setup (often involving a separate site) ensuring the quick resumption of mission-critical functions following a significant negative event.
- **DND (Do Not Disturb) / DNC (Do Not Call):** A repository of numbers that are excluded from dialing lists to comply with regulations or customer preferences.
- **DTMF (Dual-Tone Multi-Frequency):** The signals generated when a user presses keys on their telephone keypad, used for navigating IVR menus.
- **DTMF Tone Masking:** A security feature that masks the tones generated when a customer enters sensitive data (like PINs) by playing a noise, ensuring the agent cannot hear the actual input.

### E

- **EWT (Estimated Wait Time):** An announcement played to customers in a queue, informing them of the approximate time until an agent answers.

### F

- **Force Logout:** An administrative action to remotely log an agent out of the system.
- **Fetch Order:** The criteria defined for sorting and prioritizing the dialing list in an outbound campaign.
- **FIFO (First In, First Out):** A routing strategy where calls are distributed to agents in the exact order they were received.
- **Fixed Pace Dialer:** A dialing mode where a fixed number of calls are dialed per available agent based on a specific ratio.

### G

- **Group Manager:** A user role with permissions to supervise and monitor a specific group of agents or campaigns.

### H

- **Hold:** A toolbar action to temporarily pause the audio connection with the customer.
- **Hot Desking:** The ability for an agent to log in to the Ameyo application from any physical desk or device using their unique credentials.
- **High Availability (HA):** System architecture designed to ensure continuous operation and high uptime (e.g., 99.99%) through redundancy.
- **Hybrid Cloud:** An infrastructure setup combining on-premise hardware with cloud services.

### I

- **In-App Notification:** Alerts displayed within the application interface regarding new tasks, callbacks, or system messages.
- **Interaction History:** A tab in the agent interface showing a chronological list of past interactions with a specific customer.
- **Internal Chat:** A collaboration tool allowing agents and supervisors to chat with each other within the Ameyo interface without leaving the platform.
- **IVR (Interactive Voice Response):** An automated telephony system that interacts with callers, gathers information via keypad inputs (DTMF), and routes calls to the appropriate recipient.

### L

- **Lead Penetration:** A dashboard metric showing the percentage of leads in a list that have been attempted or contacted.
- **Live Monitoring:** The real-time dashboard allowing supervisors to view the status of agents, queues, and ongoing calls.
- **Login / Logout:** The action of an agent signing into or out of the application to start or end their shift.
- **LDAP Connector:** A module allowing user authentication using an enterprise's existing LDAP (Lightweight Directory Access Protocol) servers (e.g., Microsoft AD).
- **Lead to Queue Mapping:** The ability to designate specific sets of leads to be handled by specific groups of agents.
- **LWA (Longest Wait Agent):** A routing strategy that sends the next call to the agent who has been idle/waiting for a call the longest.

### M

- **Manual Dialing:** Initiating a call by manually entering a phone number on the toolbar keypad.
- **Monitor / Snoop:** A silent monitoring feature allowing a supervisor to listen to a live call without being detected by the agent or customer.
- **Maker Checker:** A security principle in User Access Management where one person initiates a change (Maker) and a second person authorizes it (Checker).
- **Mobile SDK:** A Software Development Kit that allows businesses to integrate Ameyo's communication capabilities directly into their own mobile applications.
- **MRCP (Media Resource Control Protocol):** A protocol used to integrate Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) engines with the contact center.

### N

- **Number Masking:** A privacy feature that hides the phone numbers of both the customer and the agent during an interaction.

### O

- **Offered Calls:** The total count of calls presented to the system or a specific queue in real-time.
- **Omnichannel: **A strategy providing a seamless customer experience across multiple channels (Voice, Email, Chat, Social Media), where context is preserved across interactions.

### P

- **Pacing Ratio:** A dialer setting that determines how many outbound calls are placed per available agent (e.g., 1:1.5 means 1.5 calls dialled for every 1 free agent).
- **Preview Dialing:** A mode where customer details are shown to the agent *before* the system dials the number, giving them time to prepare.
- **PACE (ProActive Connect Enhancer):** An intelligent outbound dialing solution that analyzes interaction history to predict the most probable time a customer will answer.
- **Parallel Ringing:** An inbound routing scenario where a call rings simultaneously on all connected agents' devices until one answers.
- **Pattern Based Dialing:** A routing rule where the system decides how to dial a number based on its pattern (e.g., routing mobile numbers via GSM gateways and landlines via PRI).
- **PPD (Parallel Predictive Dialer):** An advanced dialer that detects answering machines and busy tones, connecting only live humans to agents. It runs multiple dialers in parallel for efficiency.
- **Preview Dialer:** A dialing mode where the agent is shown customer details *before* the call is placed, allowing them time to prepare.
- **Private Cloud:** A cloud computing model where IT services are dedicated to a single organization, often offering higher security and control.
- **Progressive Dialer:** A dialing mode that only begins dialing when an agent becomes available, ensuring a connected customer is never left waiting for an agent.
- **PSTN (Public Switched Telephone Network):** The traditional circuit-switched telephone network.

### Q

- **Queue:** A "waiting line" for calls or interactions, where they are held until an agent with the matching skill set becomes available.
- **Quality Monitoring (QM):** The process of listening to, viewing, and scoring agent interactions to assess performance and identify training needs.

### R

- **Ready Time:** The cumulative time an agent has spent in the "Available" state during the current session.
- **Real Time Agent Assist:** AI-powered live guidance provided to agents during a conversation, such as real-time translation or suggestion of answers.
- **Report Designer:** A tool enabling the creation of customized reports with specific data columns and formats (PDF, XLS, HTML).
- **Routing Policies:** Rules configured by administrators to determine how incoming calls are directed based on channel, DID, Caller ID, or time of day.

### S

- **Screen Pop:** The automatic display of customer information (CRM data) on the agent's screen when a call arrives.
- **Service Level (SL):** A real-time KPI showing the percentage of calls answered within a target timeframe (e.g., 80% in 20 seconds).
- **Session:** The duration from an agent's login to logout.
- **SLA (Service Level Agreement):** The agreed-upon standard for response times or resolution times, monitored via dashboards.
- **Screen Recording:** The ability to capture and archive the activity on an agent's computer screen during a customer interaction.
- **Sentiment Analysis (Emotional Intelligence):** A feature using machine learning to analyze the mood and behavior of a customer (e.g., angry, happy) to prioritize cases or trigger alerts.
- **SIP Proxy Server:** A server acting as an intermediary for VoIP calls, enabling the unification of multiple call servers and handling tasks like network security and routing.
- **Skill-Based Routing:** A method of distributing calls to agents based on their specific skills (e.g., language proficiency, technical knowledge) rather than just availability.
- **Snoop:** A supervisory feature allowing a manager to listen to a live conversation between an agent and a customer without either party knowing.
- **Sticky Agent/Preferred Agent:** A routing feature that attempts to connect a customer to the same agent they spoke with previously to ensure continuity.
- **Synthesizer:** A visual, drag-and-drop tool used to design and re-engineer business rules, routing strategies, and interaction workflows.

### T

- **Talk Time:** The real-time duration of the current conversation.
- **Task:** A unit of work in the workflow module (e.g., a ticket, a callback request) assigned to an agent.
- **Transfer:** Sending a live call to another destination.
  - **Blind Transfer:** Sending the call immediately without checking availability.
  - **Attended Transfer:** Speaking to the receiver before connecting the customer.
- **Table Filters:** Criteria used to filter customers in outbound campaigns based on specific attributes in the database.
- **TPV (Third Party Verifier):** A specialized external number or service used to verify customer consent or transactions, often required for compliance.
- **Two-Factor Authentication (2FA):** A security process requiring two distinct forms of identification (e.g., password + OTP) to access the system.

### U

- **UAD (Universal Audio Device):** The component in the Ameyo interface that handles audio connections for the agent.
- **User Access Management (UAM):** The administration of user identities and permissions, ensuring users only have access to the specific tools and data they need.

### V

- **Video Call:** An interaction involving two-way video, often used for KYC (Know Your Customer) or specialized support.
- **Video Quality:** A metric indicating the bitrate or stability of the video connection.
- **Video Workbench:** The agent-side interface for handling video interactions, including controls for camera and microphone.
- **VAPT (Vulnerability Assessment and Penetration Testing):** Security testing services provided to identify and patch vulnerabilities in the system.
- **Virtual Queue:** A feature allowing customers to hang up but maintain their position in the queue, receiving a callback when it is their turn.
- **Voicebot:** An AI-powered voice interface that converses with customers using natural language to resolve queries or route calls.
- **Voicelog Archiver:** A module that stores and indexes recorded calls for a defined retention period.
- **VPN (Virtual Private Network) Connect:** A secure way for remote agents to connect to the contact center infrastructure over the internet.

### W

- **Wallboard:** A large-screen display or dashboard view showing critical real-time statistics (Queue Length, Service Level, Agent Status) for the entire floor.
- **Wrap-Up Time (ACW):** The time an agent spends completing after-call work (notes, disposition) before becoming ready for the next call.
- **Warm Transfer:** Transferring a call where the agent speaks to the receiving party first to explain the situation before connecting the customer.
- **WebRTC:** Technology enabling voice and video communication directly through a web browser without requiring external plugins or softphones.
- **Whisper:** A supervisory feature allowing a manager to speak to the agent during a live call without the customer hearing.
- **Whitelabeling:** The ability to customize the look and feel of the Ameyo interface (e.g., logos, colors) to match the branding of the organization using it.