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GLOSS-21
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
Queue Strata CS call center element that automatically answers incoming calls to an
extension, puts the callers on hold until agents becomes available, and then forwards the
calls to those agents. A caller on hold is said to be “in the queue.”
See Also: call center (p. G-4)
Queue Monitor Client view that is only available to call center agents who have
permission to see it. Displays real-time statistics for call center queues.
See Also: call center (p. G-4)
Recovery Time Amount of time after an ACD agent completes a call in which no
new calls are received. Recovery time provides an agent time to perform any work required
to complete the previous call before taking the next call.
See also: automatic call distribution (ACD) (p. G-3)
Redundant Array of Inexpensive Disks Also called: RAID
Protocol for combining several standard disk drives into an integrated, fault-tolerant unit.
If one of the disks in the array fails, its contents can be reconstructed from data stored on
the other disks.
Regional Bell Operating Company Also called: RBOC
One of the Bell operating companies set up after their divestiture from AT&T in 1984.
Remote Access Server Also called: RAS
Computer and software that allows a person to connect to a network from a remote location
by dialing a number.
See also: Internet (p. G-15)
Remote Office/Branch Office Also called: ROBO
The Remote Office/Branch Office telecom market.
See also: Small Office/Home Office (SOHO) (p. G-23)
Reorder Tone The “Fast busy” dial tone indicating that a call cannot be completed,
for example, if all switching paths or trunks are busy.
Ring Pattern The pattern of sounds a telephone makes to indicate a call is arriving.
Ring patterns can be customized so that users can differentiate between internal and
external calls or identify their own phones from others in the immediate area.
See also: splash ring pattern (p. G-23)
Ringback Tone The sound a caller hears when the called party’s phone is ringing.