An ACD is a stand-alone device or a component of a telephone switch that automatically answers incoming calls and delivers those calls to agents as they become available. Calls may be delivered to specific agents based on certain information such as ANI/DNIS (Automatic Number Identification/Dialed Number Identification System) information or digits entered by the caller.

An ACD queue is an Automatic Call Distributor mechanism used to hold incoming calls that are waiting for an available agent.

A logged on agent is referred to as an outbound agent, an inbound agent, or a universal agent, depending on how the agent logged on. An outbound agent can process only outbound calls; an inbound agent can process only inbound calls; a universal agent can process both outbound and inbound calls.

This concept refers to delivery of Automatic Number Identification/Dialed Number Identification System information to the agent application at the same time the audio portion of the call is delivered to the agent headset. ANI information identifies the calling party, while DNIS information identifies the called party. DNIS information is typically associated with 800 number service where calling a specific 800 number causes specific DNIS information (usually approximately 4 digits) to be delivered with the call to the ACD. DNIS information then usually corresponds to a device on the switch or ACD (ACD queue, vector, route point, hunt group, and so on) to which the call is to be sent.

A Campaign defines a specific use for some portion of the Call Record Inventory within a Project. Its purpose is to achieve a goal, and it makes an array of flexible rule definitions available to make the goal possible

Campaign Blending is the process of switching an agent between processing outbound and inbound calls. Switching an agent from outbound to inbound includes logging the agent out of an outbound campaign and into an assigned inbound campaign group, while switching an agent from inbound to outbound entails logging the agent out of an inbound campaign group and into an assigned outbound campaign.

Liberation 6000 supports campaign blending, not call blending. In other words, blending is performed on a campaign basis, not on a call basis. As long as an agent is logged in to an outbound campaign, that agent can process only outbound calls. In the same way, as long as an agent is logged in to an inbound campaign group, that agent can process only inbound calls.

An agent can be switched between outbound and inbound call processing manually or automatically. The supervisor uses CampaignManager to perform Manual blending. The Liberation 6000 system performs Automatic blending in response to monitoring ACD queue activity and agent activity. Automatic switching from outbound to inbound is performed when the ACD queue’s call volume increases to the point that new calls will not be answered by a live agent within a specified time frame. Automatic switching from inbound to outbound is performed when an agent has been idle (waiting for an inbound call) for a specified period of time.

A Campaign Group is a collection of inbound campaigns. Each agent can be assigned to an inbound campaign group, as opposed to a single inbound campaign. This supports an inbound agent’s ability to handle different types of calls. When an inbound call is delivered to an agent, the appropriate inbound campaign to use to process the call can be selected (either manually or automatically) from the inbound campaigns in the campaign group to which the agent is assigned.

A Client, or account, is the name of the customer for which one or more campaigns will be run. This allows multiple projects and campaigns to be grouped by a particular client. For example, a service bureau would enter each of their clients, while a newspaper may have only one client named "Circulation".

Clients are the requesters of projects and campaigns. Clients supply Inventory, Projects rules, and details of application scripts used in Campaigns. A Client may have an associated Delete List, Exception List, multiple Inventory tables, and multiple Projects. A Client is the parent of one or more Projects.

A cursor is a database object that permits data manipulation by rows rather than by set. A Cursor is opened on an SQL statement and allows rows to be fetched from the database. Other operations are available, but open and fetch are the primary Cursor functions used by Liberation 6000.

A single piece of data located at the intersection of a column and row of a database table (PhoneNumber, LastName, Amount Owed). See Tables and Record.

Filters are criteria used to pull selected inventory records. Filters allow segmenting of inventory. Any field within the calling record table can be used as filter criteria. Multiple filters can be used sequentially to prioritize the segments of the inventory. Filters can be used to eliminate a specific segment based on a current event. For example, the phone lines in an area have recently been upgraded to fiber optic lines, allowing digital phone service to be sold in that area. A filter could check for all numbers eligible for the new digital service that do not currently use the service.

Filters define a grouping of search conditions to select a subset of the Call Record Inventory. The search conditions defined by filters can include positive or negative values, or other data. Filters are combined with Time Zones to form SQL Cursors used to read Call Records.

Calling records, stored in a table, are referred to as Inventory. Calling records can contain a large number of personalized data fields (i.e. address, current services, income bracket, etc.).

NetOp is third-party software (by Danware Data) that lets users view the screen and control the keyboard and mouse of any remote computer. Using NetOp, supervisors can "join" and control the Liberation Server, CT Server, and Agent Station(s) from their Supervisor workstation.

A Project is the logical organization of one or more campaigns associated with a client. A Project contains specified information on filters, time zones, recycle rules, and scheduled callbacks.

A Project defines how a particular Inventory table will be processed through outbound campaigns. The project makes simultaneous processing of one Inventory table by multiple Campaigns possible. To accomplish this, the Project controls functionality and configuration that cross Campaigns, including:

A row of associated data in a table. Each record will have the contact's phone number as well as other vital information for the agent.

Servers are the main computers where the operating system and applications reside. The Liberation Platform consists of at least two (2) servers: a CT Media Server and the Liberation Server.

The Liberation applications running on the Liberation system. See Applications.

A table is an array of data stored in fields (columns) and records (rows). Liberation Platform is based upon industry standard relational databases, utilizing Microsoft Windows and Microsoft SQL Server. Calling records (inventory) and system information are stored in individual tables. See Field and Record.

Dialogic’s CT Media nomenclature for identifying devices is based on manufacturer name, board ID, board type ID, and channel designation.

Within Liberation, a Time Zone defines an offset from GMT and whether Daylight Savings time is observed. Time Zone values are used to determine when records for customers living in a particular area should be dialed.

A Wizard is a series of easy-to-use, intuitive screens that walk through all the steps necessary to perform a task.