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Term Definition
AHT (Average Hold Time) The average length of time between the moment a caller finishes dialing and the moment the call is answered or terminated.
ANI (Automatic Number Identification) A telephone function which transmits the billing number of the incoming call (Caller ID, for example).
ANSI (American National Standards Institute) The American standardization body known for interface recommendations and standardization of programming languages. ANSI is a non-profit making, government-independent organization.
ASR (Answer-Seizure Ratio) The ratio of successfully connected calls to attempted calls (also called 'Call Completion Rate').
ATA (Analogue Telephone Adapter) Used to connect a standard telephone to a high-speed modem to facilitate VoIP and/or fax calls over the Internet.
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