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American or British background get on to first name terms right away,
don’t be surprised.

Above all, one should remember that people do not usually mind if
their own codes are broken by foreigners as long as they sense
consideration and goodwill. This is much more important than a set of
rules of etiquette.

Read and memorize the terminology with its definition:

Internet phone: Technology that enables users of the Internet’s
World Wide Web to place voice telephone calls through the Internet,
thus by-passing the long distance network.

Make busy: The process of setting a trunk or trunk group to return a
busy tone to callers or make other communication paths or equipment
unavailable. This technique can be used to downsize the number of
incoming contacts to understaffed groups.

Nuisance call: The situation that occurs when a live contact is made
with a potential customer, but no live agent is available to match up
with the call, resulting in dead air space to the customer.

Peak traffic: The highest volume load of traffic offered to a
telecommunications system.

Queue: The “waiting line” for delayed calls. A queue holds the call
until an agent is available.

Unavailable time: The amount of time the agent is not ready to
accept inbound or place outbound contacts. Unavailable time may
include breaks, lunches, auxiliary time for processing administrative
work, etc.

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