D

Database Call Handling. A CTI application, whereby the ACD works in sync with the database computer to process calls, based on information in the database. For example, a caller inputs digits into a voice processing system, the database retrieves information on that customer and then issues instructions to the ACD on how to handle the call (e.g., where to route the call, what priority the call should be given in queue, the announcements to play, etc.).

Day of Week Routing. A network service that routes calls to alternate locations, based on the day of week. There are also options for day of year and time of day routing.

Default DN (CDN) The number of ACD calls routed to the Default DN for this CDN. This is usually an ACD queue.

Delay. Also called Queue Time. The time a caller spends in queue, waiting for an agent to become available.
Average Delay is the same thing as Average Speed of Answer. Also see Average Delay of Delayed Calls.

Delay Announcements. Recorded announcements that encourage callers to wait for an agent to become available, remind them to have their account number ready, and provide information on access alternatives. In some systems, delay announcements are provided through recorded announcement routes (RANs).

Delayed Call. A call which cannot be answered immediately and is placed in queue.

Dialed Number (DN). The number that the caller dialed to initiate the call.

Dialed Number Identification Service (DNIS). A string of digits that the telephone network passes to the ACD, VRU or other devise, to indicate which number the caller dialed. The ACD can then process and report on that type of call according to user-defined criteria. One trunk group can have many DNIS numbers.

Dialer. A piece of computer / telephone equipment that dials numbers automatically for an outbound call center. It automatically hangs up on answering machines, voicemail, busy lines, no answers, and telephone company messages (not in service, number changed). Like an ACD working in reverse, the dialer strives to match phone agents with customers as soon as the customers say "Hello?". Dialers try to minimize the phone agents' idle time without "overdialing" so drastically that customers are left saying "Hello? Hello? Hello?"  without an available agent to help them. See ACD.

Digital. The use of a binary code 1s and 0s to represent information.

Direct Call Processing. See Talk Time.

Directory Number. A numbered code (usually a four or five digit number) used to route calls to a collection of telephones, otherwise know as an ACD queue.

Directory Number Key (DN Key, Extension, Non-ACD line) A Directory Number Key is a button on a person's telephone that allows them to take calls routed directly to their telephone or to make calls to other telephone extensions. When a person calls your telephone directly, they are dialing the number for one of the DN keys on your telephone. When an agent presses a DN key to make or receive a call, any other call in progress is automatically released (unless on hold). When the call on the DN key is released, the agent position is automatically returned to whatever state it was in before the DN key was pressed. Any call being presented to the ACD In-Calls key, but not yet answered by the agent when the DN key is pressed, is moved back to the head of its priority grouping in the incoming call queue for the ACD queue.

Disconnect The total number of controlled calls that were given forced disconnect by the system. If you want to set a time limit to long conversations, you can implement a Timed Forced Disconnect timer on each route. Any conversation that reaches that timer threshold will be disconnected instantly.

Distribution The way the calls received (and the overall workload when AHT is factored in) spread out across the day. Easily envisioned if graphed or put in a table. When used with different call volumes, a distribution can rise or fall.

Division A user-defined collection of ACD queues. Divisions are usually organized along the lines of functionality or type of telephone activity (i.e. the Sales division and the Support Division).

DN. see Directory Number

Dual-Tone Multifrequency (DTMF). A signaling system that sends pairs of audio frequencies to represent digits on a telephone keypad. It is often used interchangeably with the term Touchtone (an AT&T trademark).

Dynamic Answer. An ACD feature that automatically reconfigures the number of rings before the system answers calls, based on real-time queue information. Since costs donÍt begin until the ACD answers calls, this feature can save callers or the call center money when long distance charges apply. Electronic Mail (E-mail). Electronic text mail.