| Term | Definition |
|---|---|
| CCaaS | Contact Center as a Service. Cloud-based contact center platform delivery model. |
| SIP | Session Initiation Protocol. Signaling protocol for voice calls over IP networks. |
| WebRTC | Web Real-Time Communication. Browser-based real-time audio and video protocol. |
| IVR | Interactive Voice Response. Automated telephony system for call routing via DTMF or voice input. |
| ACD | Automatic Call Distributor. Routes inbound calls to available agents based on configured rules. |
| ACW | After Call Work. Time an agent spends on tasks after an interaction before returning to ready state. |
| AHT | Average Handle Time. Total average interaction duration including talk time and ACW. |
| CSAT | Customer Satisfaction Score. Metric collected via post-interaction surveys. |
| DID | Direct Inward Dialing. A virtual number that routes inbound calls to a specific destination. |
| DND | Do Not Disturb. Regulatory list of numbers that must not be contacted for outbound campaigns. |
| CLI | Calling Line Identification. Caller ID number presented to the called party. |
| CDR | Call Detail Record. Structured log of a single call interaction with all metadata. |
| RBAC | Role-Based Access Control. Permission system based on user roles within the platform. |
| DTMF | Dual-Tone Multi-Frequency. Telephone keypad tone signals used for IVR navigation. |
| SLA | Service Level Agreement. Agreed performance standards such as answer time or resolution time. |
| NLP | Natural Language Processing. AI technology enabling machines to understand human language. |
| AMD | Answering Machine Detection. AI-powered detection of live person versus voicemail. |
| Dropped Call | A call that was successfully connected (customer answered) but was abandoned by the agent before completion. The failure is on the agent side, not the network. |
| Not Connected | A call that failed before any connection was established (busy, ring-no-answer, unreachable, network failure). No agent or customer interaction takes place. |
| CPS | Calls Per Second. The rate at which the outbound dialer places calls. Configurable to manage trunk load and drop rates. |
| Blended Campaign | A campaign type combining inbound and outbound dialing so agents handle both simultaneously in one campaign context. |
| Sticky Routing | A routing mode where returning callers are preferentially connected to the same agent they previously interacted with. |
Ringingo CCaaS Glossary of Acronyms and Terms
Definitions for CCaaS, SIP, WebRTC, IVR, ACD, AHT, CSAT, DID, DND, CLI, CDR, RBAC, DTMF, SLA, AMD, CPS, and more Ringingo terminology.
Reference definitions for the acronyms and terms used throughout Ringingo documentation.