Glossary - P

PABX/PBX

Private Automatic Branch Exchange/Private Branch Exchange. A private, customer premises based, telephone switching system.

PICS

Protocol Implementation Conformance Standards. Part of the ECMA CSTA standard.

Predictive Dialling

A form of automated dialling where the Dialler makes calls and passes them to agents, based on its prediction of when an agent will be free to take the call. The Dialler predicts this through complex mathematical algorithms, using historical call history for that particular type of campaign.

Preview Dialling

A form of automated dialling where records from a list of contacts are presented sequentially to an agent, who can then choose whether or not to make the call.

Progressive Dialling

The same as power dialling, except at least one agent must be free before a call is launched.

Power Dialling

A form of automated dialling where the Dialler automatically dials numbers from a list. If a call is answered, it is passed to an agent. If it is not answered the call is dropped by the system.

PSTN

Public Switched Telephone Network.