Agent – general reference to answering service employees
ANI (Automatic Number Identification) - a service that identifies the telephone
number of the calling party, while the phone is ringing
ASP (Application Service Provider) – company that provides software available via
the Internet, responsible for maintenance, upgrades and backups
Call Center – a location to which calls can be directed, answered and
processed
Call Forwarding - a service that permits the redirection of phone calls
automatically from one number to another number
Client – the customer of a telephone answering service
CSR (Customer Service Representative) - the employee of an answering service
providing phone support to customers
Digital Switch – the actual device responsible for directing or routing
calls
Flat Rate Service - an unlimited number of local and/or long distance calls
included in the monthly service fee
Headset - device allowing one to talk on the phone while keeping both hands
available for typing
Inbound Calls - reference to calls where customers or prospects call a company for
assistance
Measured Rate Service - a service where each local call is counted and billed to
the calling party
Operator - a general reference to someone employed by an answering service company
to handle phone calls and messages
Queue – a number of calls on hold, or ringing, and waiting to be answered
Voice Mail - a device that informs the callers, records messages, and allows the
messages to be retrieved
