Customer Care
Computer & Networking Basics
01 December 2007
Copyright Notice
The information in this document is subject to change without notice. Published by TWC Customer Care Support Delivery.
This document contains confidential and internal information and is copyrighted. All rights reserved. No part of this document may be photocopied or reproduced by any means without prior consent of TWC’s Customer Care Support Delivery.
© 2007, Time Warner Cable Customer Care Support Delivery, All Rights Reserved.
Road Runner logo and character images TM & © Warner Bros. Entertainment Inc (s07)
Table of Contents
Introduction.. 1
Objectives. 1
Hardware versus Software.. 2
Examples of Computer Hardware. 2
Software. 3
Internet Access.. 5
Internet Browsing.. 7
Internet Protocol Addresses.. 8
IP Address for the Cable Modem.. 8
IP Address for the Interface or CPE.. 8
Common IP Address. 9
Dynamic IP.. 9
Static IP.. 9
Packets.. 10
Networking.. 12
LAN – Local Area Network. 13
Basic Cable Modem Network Topology. 15
Home Network: Router Versus Hub. 16
Proxy Servers.. 18
Introduction
This section will introduce you to the fundamentals of how a computer is structured. It also introduces you to the backbone of how the Internet functions and communicates with the client’s computer.
Objectives
At the end of this section the participant will be able to:
· Explain the components of a computer.
· Define the Internet and its setup.
· Describe the process of browsing the Internet.
Hardware versus Software
Hardware is the physical aspect of computers, telecommunications, and other devices. The term arose as a way to distinguish the "box" and the electronic circuitry and components of a computer from the software program you put in it to make it do things.
Software is a general term for the various kinds of programs used to operate computers and related devices.
Hardware implies permanence and invariability. Software or programming can easily be varied. You can put an entirely new software program in the hardware and make it create an entirely new experience for the user. You cannot, however, change the modular configurations that most computers come with by adding new adapters or cards that extend the computer's capabilities.
Examples of Computer Hardware
Hardware includes not only the actual computer but also the:
· Processes or programs
· Memory (RAM – Random Access Memory)
· File input and output
· Device input and output
· Storage
· Mother Board
· Power Supply
· Floppy and / CD ROM
· Port devices
· Mouse
· Keyboard - Short Cut Keys
♦ Ctrl:
§ A – All
§ X – Cut
§ C – Copy
§ V – Paste
§ P – Print
♦ Alt Tab (one program to another)
· Printer
· Audio speakers
· Processor speed
· Peripherals
Software
Software is often divided into application software (performs a specific function directly for the user) and system software (which includes operating systems and any program that supports application software). The Microsoft Office Suite is an example of application software. Windows Vista is an example of system software.
The term middleware is sometimes used to describe programming that mediates between application and system software or between two different kinds of application software (for example, sending a remote work request from an application in a computer that has one kind of operating system (XP) to an application in a computer with a different operating system (MAC OS X).
Application Software
General kinds of application software include:
· Presentation software, such as Microsoft PowerPoint
· Graphics software for graphic designers, such as Visio and ArtWorks
· Specialized scientific applications
· Productivity software, which includes word processors, spreadsheets, and tools for use by most computer users
System Software – Email Clients
Email clients are also considered forms of software which are stored on the customer’s computer and used to transmit electronic communication across networks.
The major email clients supported by Road Runner are:
· Outlook
· Outlook Express
· Windows Mail (Vista)
· Mac Mail
Email can also be obtained from a web-based platform which is generated directly from an email server that is attached to an HTML interface. These include Road Runner’s Web Mail 4.0 and other commonly known web-based email applications, such as Hotmail and Yahoo.
The user is given a username and password that allows access into the mail server. Once access is granted, all standard email functions are allowed.
System Software – Operating Systems
An operating system (sometimes abbreviated as "OS") is the program that, after being initially loaded into the computer, manages all the other programs in a computer. The operating system is the computer’s resource manager. Operating systems contain specific requirements in order to process information efficiently with each component. The most commonly known are Windows for PC users and Safari for Macintosh users.
The requirements for Road Runner include.
· Adequate amounts of hard drive space
· Processor speed
· Memory
Internet Access
At the onset of the Internet, phone lines were used to transmit the data. The data speed over the phone line started at 9600 Baud. Then it increased to 14.4 kilo bits per second (14K) and 28.8 K. The current speed for a (residential) phone line is 56K.
High speed Internet access is becoming the norm. 56k modems just are not fast enough to derive the full benefit of the newer Internet content.
Cable Modem - A cable modem links your PC to the Internet through a cable TV line. Data can be transmitted and received at around 1Mb per second.
DSL - DSL is an acronym for Digital Subscriber Line, a technology that brings a high bandwidth connection to homes carried through regular copper telephone lines.
T1 - T1 is a term coined by AT&T that refers to a DS1 digital signal that can be transmitted at 1.544 megabits per second.
T3 - T3 is a term for a communications line that transmits data at 44.746 Megabits per second. T3s are most used by ISPs and very large websites.
Internet Access – Continued
ISDN -ISDN is an acronym for Integrated Services Digital Network which is a digital transmission over copper telephone wire. Transfer rates max out at 128 kbps.
Examples of network hardware connections to the computer are:
Ethernet
USB
Road Runner utilizes the USB and Ethernet technologies for computer and modem connections.
· The Ethernet connection utilizes a Network Interface Card (NIC). The NIC connects the PC to the modem and stores the required Internet Protocol address to transfer data across the Road Runner network.
· The USB connection utilizes a port within the computer and drivers (device files that control the hardware components) for the device that is being connected. The USB connection works as a virtual NIC for subscribers that do not have a NIC.
NOTE: A client CANNOT use both an Ethernet cord and USB cord at the same time to connect their modem to their computer. This will confuse the devices and prohibit the ability to surf the Internet! You will learn this later as a troubleshooting step for connectivity issues.
Simile of the Backside of a Computer
Internet Fundamentals
The following information is not specific to cable modems, but rather applies to any device utilized to connect to the Internet as well as the Internet as a whole. Understanding these basics will help determine the benefits of high speed cable Internet.
Bits and Bytes Fundamentals
b
bits
B
Bytes
k or K
Kilo or thousand
m or M
Mega or million
There are 8 bits in a Byte.
Bandwidth speed is measured as the number of bits or Bytes per second (ps). It can be displayed using any of these forms:
bps
bits per second
Bps
Bytes per second
kbps
kilobits per second
kBps *
kiloBytes per second
mbps
megabits per second
mBps
megaBytes per second
Netscape Communicator and Microsoft Internet Explorer will display download speeds in kilobytes per second (kBps)
Cable Modem Speeds
From bits to kilobits to megabits:
bps
kbps
mbps
bits per sec
kilobits per sec
megabits per sec
Download speeds
1,500,000
1,500
1.5
Upload speeds
300,000
300
.3
Bits and Bytes Translation
Converting bits to Bytes:
bps
Bps
kBps
bits per sec
Bytes per sec
kilo Bytes per sec
Download speeds
1,500,000
187,5000
187.5
Upload speeds
300,000
37,500
37.5
Time it takes to download a 10 Megabyte file:
Speed
Connection Type
Transfer Time
28.8 kbps
Analog modem
2 hours
33.6 kbps
Analog modem
1.5 hours
56 kbps
Analog modem
1 hour
128 kbps
ISDN dual channel
20 minutes
1.5 mbps
T1, xDSL, or cable modem
1 minute
4 mbps
xDSL or cable modem
30 seconds
10 mbps
xDSL
10 seconds
Internet Browsing
A web browser is a software application that allows users to view web sites on the Internet. It will also allow users to send and receive electronic mail (better known as e-mail) messages worldwide nearly instantaneously and read messages from newsgroups (forums about thousands of topics in which users share information and opinions).
Sites that are produced for the Internet must take various Web browsers into consideration. Different browsers can have radically different capabilities and limitations.
Some sites try to support all existing browsers while others try to support only the newest and most popular browsers.
Examples of web browsers are:
· Internet Explorer
· Safari / Mozilla
· Opera
In order to browse the web, an address is needed to reach a destination. That address is known as a Universal Resource Locator (URL).
Usually, URLs consist of four parts:
· Protocol
· Server (or domain)
· Path
· Filename
Note: Sometimes, there's no path or file name.
Here's an example of an URL:
· http://www.roadrunner.com/browser/index.html
The breakdown of the above URL is as follows:
· http:// - is the protocol.
· www.roadrunner.com is the server or domain name.
· /browser/ is the path.
· index.html is the filename
Internet Protocol Addresses
Each computer (known as a host) on the Internet has at least one IP address that uniquely identifies it from all other computers on the Internet. For example, just as your home address tells others where to send you mail, an IP Address is a number that lets servers on the Internet know where to send email, web pages, and other data.
Each subscriber that has Road Runner High Speed Internet service will receive two IP addresses. One is for the cable modem and the other one is for the device that connects the cable modem to the computer, such as the NIC (Network Interface Card) or USB (Universal Serial Bus) Port.
These two IP addresses are a little different from each other.
IP Address for the Cable Modem
The IP address for the cable modem is given from the DHCP server and is used to provide authentication for the cable modem to be on our network.
· It is an internal IP address that is given and it is virtually static. This means that IP address is not broadcasted out during the time the subscriber is surfing online.
· It also means that IP address will not change unless we reboot the cable modem. Format for a cable modem’s IP address is: 10.254.54.112.
· The cable modem IP addresses normally start with a 10.x format.
IP Address for the Interface or CPE
The IP address for the Network Interface Card (NIC) or the USB Port (which acts as virtual NIC) is also assigned by the DHCP server. This IP address is different.
· It can change during the time the subscriber is surfing. It is dynamic.
· This IP address is also broadcasted during surfing. This allows the information (in packets) to find the correct place to be sent while looking at different sites on the web.
· The time between changes depends on the local system and the amount of lease time given for the IP address. For example, lease times can be set by the MSO for such time periods as 3, 6, or 24 hours per lease.
· If the lease is not renewed, surfing capability will be lost. Therefore, if the subscriber wants to continue surfing, the DHCP server will assign a new IP address. The format for the IP address is: 67.112.1.121 or 68.12.13.114. Most of these IP addresses start with a 67.x or 68.x format.
Common IP Address
Some RR Issued IP Addresses (There are a lot more!)
24.x.x.x
68.x.x.x
69.x.x.x
70.x.x.x
Router-issued IP Addresses always begin with 192.
192.168.x.x
Computer-issued Invalid IP Addresses always begin with 169.
169.254.x.x
Modem-issued IP Addresses normally start with 10.
10.248.x.x
10.249.x.x
10.250.x.x
Macintosh Airport Router always starts with a 10.
10.x.x.x
Windows Default always defaults to zeros
0.0.0.0
Dynamic IP
One dynamic IP address is provided to each High-Speed Internet customer.
This address is assigned from a pool (large list) of available IP addresses. The address changes periodically. For example, the address changes whenever the modem stops and re-establishes a connection to the Road Runner network…hence, the term "dynamic".
Static IP
A static IP address is a number (in the form of a dotted quad x.x.x.x) that is assigned to a computer by an Internet service provider (ISP) to be its permanent address on the Internet. Computers use IP addresses to locate and talk to each other on the Internet much the same way that people use phone numbers to locate and talk to one another on the telephone. When you want to visit whatis.com, your computer asks a domain name system (DNS) server (think telephone information operator) for the correct dotted quad number (think phone number) for whatis.com, and your computer uses the answer that it receives to connect to the whatis.com server.
It would be simple if every computer that connects to the Internet could have its own static IP number, but when the Internet was first conceived, the architects didn't foresee the need for an unlimited number of IP addresses. Consequently, there are not enough IP numbers to go around. To get around that problem, many Internet service providers limit the number of static IP addresses that they allocate and economize on the remaining number of IP addresses they possess by temporarily assigning an IP address to a requesting Dynamic Host Configuration Protocol (DHCP) computer from a pool of IP addresses. The temporary IP address is called a dynamic IP address.
At this time, static IP addresses are only offered to our Business Class customer accounts.
Packets
When you send or receive data (for example, an e-mail note or a webpage), the message gets divided into little chunks called packets.
Each of these packets contains both the sender's Internet address and the receiver's address. Packets are sent first to a gateway computer that understands a small part of the Internet.
The gateway recognizes the packet as belonging to a computer within its immediate neighborhood or domain. Packets can arrive in a different order than the order they were sent in.
The Internet Protocol just delivers them. It's up to another protocol, the Transmission Control Protocol (TCP) to put them back in the right order.
These packets are composed of different layers in how the data is handled throughout the communication process. Each layer has its own function throughout the process.
· The Physical Layer states what medium the packet will be transmitted over, such as fiber or cable.
· The Data Layer is the packet addressing or the envelope for the packet and is used for error detection.
· The Network Layer is for Internet routing, packet fragmentation, and reassembly along with error checking.
· The Transportation Layer varies depending on the different information contained with the packet but includes making sure the transport of the packet was complete, end to end error checking, and data flow controls.
· The Session Layer starts, maintains, and ends the dialog between the source computer and the end computer during the transmission of the data.
· Presentation Layer controls the appearance of the data throughout the communication ensuring that different systems can receive the data (for example, UNIX Server to a Microsoft computer.)
· Application Layer controls what types of applications can use the data if it be email (SMTP or POP3,) webpage (HTTP,) or data (FTP).
Packet Layers:
Reverse the above (here is an analogy):
· Physical
· Data
· Network
· Transportation
· Session
· Presentation
· Application
· All
· People
· Seem
· To
· Need
· Data
· Processing
Networking
In information technology, a network is a series of points or nodes (a node is a connection point) interconnected by communication paths. Networks can interconnect with other networks and contain sub-networks.
The most common topology (a description of any kind of locality in terms of its layout) or general configurations of networks include the bus, star, Token Ring, and mesh topologies. Networks can also be characterized in terms of spatial distance (how far away they are from each other) as local area networks (LANs), metropolitan area networks (MANs), and wide area networks (WANs).
A given network can also be characterized by the type of data transmission technology that is used on it.
For example, a TCP/IP “Transmission Control Protocol/Internet Protocol” or Systems Network Architecture network) can be characterized by:
· Whether it carries voice, data, or both kinds of signals
· By who can use the network (public or private)
· By the usual nature of its connections (dial-up or switched, dedicated or non-switched, or virtual connections)
· By the types of physical links (for example, optical fiber, coaxial cable, and Unshielded Twisted Pair - copper telephone wiring).
Large telephone networks and networks using their infrastructure (such as the Internet) have sharing and exchange arrangements with other companies so that larger networks are created.
LAN – Local Area Network
A LAN may serve as few as two or three users or as many as thousands of users.
There are several different types of LANs. They are named after the pattern of their communication topologies.
Star Topologies – computers are linked by a central router.
LAN – Local Area Network – Continued
Bus Topologies – computers are linked by a central cable or backbone. This is always used to connect devices together.
Token Ring Topologies – computers are linked to each other.
Basic Cable Modem Network Topology
The basic cable modem network topology or makeup is important to understand since we are one of the teams supporting this network. Start with DHCP and follow along with the picture below.
Note: The STAR topologies are mostly used in companies.
· DHCP (Dynamic Host Configuration Protocol) – Computer that assigns IP addresses to different equipment on the network. DHCP: Allows the network admin to assign IP address.
· DNS (Domain Name System) server – Computer that “translates” web addresses “domain names” to IP addresses. This allows subscribers to surf.
· Provisioning Server – Gives permission for a cable modem on our network and gives it the settings to be connected to the network.
· CMTS – Cable Modem Termination System, which acts as a link between the analog cable network and the digital network.
· Fiber Optic Cable – Allows for more bandwidth through the network and better quality of signal.
· Fiber Optic Node – Translates digital signals to an analog signal through the coax cable.
· Coax Cable Trunk – Carries the signal from the Fiber Node to the feeder lines.
· Coax Cable Feeder – Feeder lines “feed” the tap for a subscriber drop
· Subscriber Drop – The cable line that sends the signal into the house and to the cable modem.
Home Network: Router Versus Hub
A Router is “smart”, meaning that it recognizes each PC and offers the connection to each as it is specifically configured by the owner.
A Hub does not recognize the devices (PCs) that are connected to it on an individual basis, but offers only one IP unless the customer orders a second dynamic IP address. The customer receives one with their service and can normally order additional ones according to divisional offerings and pricing.
Router Communication
HUB Communication
Proxy Servers
We do not use a proxy server here at Road Runner. However, in our troubleshooting, it is important to understand what a proxy server does. We will cover what issues can arise from running a proxy server with our service later in the training course.
In an enterprise that uses the Internet, a proxy server is a server that acts as an intermediary between a workstation user and the Internet so that the enterprise can ensure security, administrative control, and caching service. A proxy server is associated with or part of a gateway server that separates the enterprise network from the outside network and a firewall server that protects the enterprise network from outside intrusion.
A proxy server receives a request for an Internet service (such as a webpage request) from a user. If it passes filtering requirements, the proxy server, assuming it is also a cache server, looks in its local cache of previously downloaded web pages. If it finds the page, it returns it to the user without needing to forward the request to the Internet. If the page is not in the cache, the proxy server, acting as a client on behalf of the user, uses one of its own IP addresses to request the page from the server out on the Internet. When the page is returned, the proxy server relates it to the original request and forwards it on to the user.
To the user, the proxy server is invisible; all Internet requests and returned responses appear to be directly with the addressed Internet server. (The proxy is not quite invisible; its IP address has to be specified as a configuration option to the browser or other protocol program.)
An advantage of a proxy server is that its cache can serve all users. If one or more Internet sites are frequently requested, these are likely to be in the proxy's cache, which will improve user response time. In fact, there are special servers called cache servers. A proxy can also do logging.
Tuesday, June 24, 2008
quiz 1 day 1
Match the areas to the respective Tiers
Correct answers Your responses Sales, provisioning, appointment scheduling Tier 1 Tier 1 (correct) All Road Runner Products both questions and assistance in using the tools / programs Tier 2 (NHD) Tier 2 (NHD) (correct) Road Runner Home Networking Router Support Tier 3 Tier 3 (correct)
Points earned: 1 out of 1 Match the areas to the respective Tiers
Correct answers Your responses Ongoing Slow Speeds Tier 3 Tier 3 (correct) Billing problems/inquiries Tier1 Tier1 (correct) Master and Sub-account Password Resets Tier 2 (NHD) Tier 2 (NHD) (correct)
Points earned: 1 out of 1 Match the areas to the respective Tiers
Correct answers Your responses Cable Modem Connectivity, Local Outages Tier 1 Tier 1 (correct) Ongoing Intermittent Road Runner Service Tier 3 Tier 2 (NHD) (incorrect) Level 2 Technical Support Troubleshooting Tier 2 (NHD) Tier 3 (incorrect)
Points earned: 0 out of 1 Road Runner Website
The following answers are acceptable:• rr.com • www.rr.com • http://www.rr.com • help.rr.com • http://rr.com • http://help.rr.com
Your response:rr.com
Feedback: Focus on branding help.rr.com or rr.com
Points earned: 1 out of 1 Give 1 of the 7 major companies under Time Warner Inc.
The following answers are acceptable:• HBO • Home Box Office • Time • Time Warner Cable • TWC • Time Inc • AOL • America Online • Warner Bros • WB • Warner Brothers • Turner • TBS • Turner Broadcasting System
Your response:HBO
Correct answers Your responses Sales, provisioning, appointment scheduling Tier 1 Tier 1 (correct) All Road Runner Products both questions and assistance in using the tools / programs Tier 2 (NHD) Tier 2 (NHD) (correct) Road Runner Home Networking Router Support Tier 3 Tier 3 (correct)
Points earned: 1 out of 1 Match the areas to the respective Tiers
Correct answers Your responses Ongoing Slow Speeds Tier 3 Tier 3 (correct) Billing problems/inquiries Tier1 Tier1 (correct) Master and Sub-account Password Resets Tier 2 (NHD) Tier 2 (NHD) (correct)
Points earned: 1 out of 1 Match the areas to the respective Tiers
Correct answers Your responses Cable Modem Connectivity, Local Outages Tier 1 Tier 1 (correct) Ongoing Intermittent Road Runner Service Tier 3 Tier 2 (NHD) (incorrect) Level 2 Technical Support Troubleshooting Tier 2 (NHD) Tier 3 (incorrect)
Points earned: 0 out of 1 Road Runner Website
The following answers are acceptable:• rr.com • www.rr.com • http://www.rr.com • help.rr.com • http://rr.com • http://help.rr.com
Your response:rr.com
Feedback: Focus on branding help.rr.com or rr.com
Points earned: 1 out of 1 Give 1 of the 7 major companies under Time Warner Inc.
The following answers are acceptable:• HBO • Home Box Office • Time • Time Warner Cable • TWC • Time Inc • AOL • America Online • Warner Bros • WB • Warner Brothers • Turner • TBS • Turner Broadcasting System
Your response:HBO
Monday, June 23, 2008
call center terminologies
TWC RR NHD and Callcenter Terminologies and Acronyms
ACW
The time an agent spends working on call related activities after a call is completed.
ARS (Action Request System)
Remedy program, call and report documentation/record system
AVI
A common video file format (.avi). Video quality can be very good at smaller resolutions but files tend to be rather large.
Amplifier
A device that boosts the strength of a signal at regular distance intervals to ensure quality images regardless how far away the subscriber is from the headend. Amplifiers are used in wireless communications and broadcasting, and in audio equipment of all kinds. They can be categorized as either weak-signal amplifiers or power amplifiers.
Applet
An applet is a little application. Prior to the World Wide Web, the built-in writing and drawing programs that came with Windows were sometimes called "applets." On the Web, using Java, the object-oriented programming language, an applet is a small program that can be sent along with a Web page to a user. Java applets can perform interactive animations, immediate calculations, or other simple tasks without having to send a user request back to the server.
Application
In information technology, an application is the use of a technology, system, or product. The term application is a shorter form of application program. An application program is a program designed to perform a specific function directly for the user or, in some cases, for another application program. Applications use the services of the computers operating system and other supporting applications. The formal requests and means of communicating with other programs that an application program uses is called the application program interface (API).
Example:
Examples of applications include word processors, database programs, Web browsers, development tools, drawing, paint, image editing programs, and communication programs.
Available Time
The time an agent spends waiting for calls.
Average Handle Time
Average length of time the agent was connected to calls in after call work (such as filling out information) time not signed on to answer calls (auxout) and hold time
Average Hold Time
(Incoming/Outgoing) A report item averaging the amount of time that calls were put on hold waiting for an available agent.
Backbone Network
A backbone network is a transmission facility designed to interconnect often lower-speed distribution networks - channels - or clusters of dispersed terminals or devices.
Backup
Backup is the activity of copying files or databases so that they will be preserved in case of equipment failure or other catastrophe. The process of protecting data by writing the contents of the disk to a tape that can be removed from the computer environment and stored safely.
BW (Bandwidth)
(1) Analog Bandwidth A measure of spectrum use or capacity. For instance an analog voice transmission by telephone requires a bandwidth of about 3000 hertz (3Khz.) A TV channel occupies a bandwidth of 6 million hertz (6 Mhz) of radio frequency bandwidth. Cable system bandwidth occupies 50 to 300 Mhz on the electromagnetic spectrum.
(2) Measure of the frequency width of a transmission channel or the difference between the highest and lowest frequency levels. Information - carrying capacity of a communication channel.
(3) Digital Bandwidth The data rate of a digital signal carried in a data transmission channel Digital bandwidth is commonly stated in units of bits per second (bps) and bytes per second (Bps) where 8 bits equals one byte.
Example
DOCSIS 2.0 is capable of an upstream digital bandwidth of 30720000 bits per second (30.72 Mbps or 3.84 MBps) in an analog channel bandwidth of 6.4 Mhz using the 64 quadrature amplitude modulation (64 QAM.) Baud
A unit of signaling speed equal to the number of signal events per second. Baud is equivalent to bits per second in cases where each signal event represents exactly one bit.
Example
Baud was the prevalent measure for data transmission speed until replaced by a more accurate term, bps (bits per second). One baud is one electronic state change per second. Since a single state change can involve more than a single bit of data, the bps unit of measurement has replaced it as a better expression of data transmission speed. Bits Per Second (Bps)
Bits Per Second - a measurement of the volume of data that a modem is capable of transmitting. Typical modem speeds today are 14.4K bps (14400 bits per second) and 28.8K bps. ISDN offers transfer rates of 128K bps.
BitTorrent
BitTorrent is a content distribution protocol that enables efficient software distribution and peer-to-peer sharing of very large files, such as entire movies and TV shows, by enabling users to serve as network redistribution points. Rather than having to send a download to each customer requesting it, the distributor or holder of content sends it to one customer who in turn sends it to other customers who together share the pieces of the download back and forth until everyone has the complete download. This makes it possible for the original server to serve many requests for large files without requiring immense amounts of bandwidth. According to reports, a user may expect to see a full-length movie arrive within a few hours.
Broadband
A transmission medium which allows transmission of voice data and video simultaneously at rates of 1.544Mbps or higher. Broadband transmission media generally can carry multiple channels each at different frequency or specific time slots. Capable of handling frequencies greater than those required for high-grade voice communications. A type of data transmission in which a single medium (wire) can carry several channels at once. Cable TV for example uses broadband transmission. In contrast baseband transmission allows only one signal at a time.
Broadband Provisioning System (BPS)
TWC RR modem, email, product provisioning.
Browser
A browser is an application program that provides a way to look at and interact with all the information on the World Wide Web. The word "browser" seems to have originated prior to the Web as a generic term for user interfaces that let you browse (navigate through and read) text files online.
Technically, a Web browser is a client program that uses HTTP (Hypertext Transfer Protocol) to make requests of Web servers throughout the Internet on behalf of the browser user.
Trivia: The first Web browser, called WorldWideWeb, was created in 1990. That browsers name was changed to Nexus to avoid confusion with the developing information space known as the World Wide Web. The first Web browser with a graphical user interface was Mosaic, which appeared in 1993. Many of the user interface features in Mosaic went into Netscape Navigator. Microsoft followed with its Internet Explorer (IE).
Buffer/Buffering
Memory area in a computer or peripheral device used for temporary storage of information tht has just been received. The information is held in the "buffer" until the computer or device is ready to process it. Hence, a computer or device with memory designated as a buffer area can process one set of data while more sets are arriving.
Cable
A cable is a group of metallic conductors or optical fibers that are bound together- usually with a protective sheath- a strength member- and insulation between individual conductors/fibers and for the entire group.
A large number of twisted wire pairs bundled together to carry multiple telephone connections or circuits.
Cable Modem to CPE Interface
The part of DOCSIS specification defining the communication between the cable modem and consumer premise equipment (CPE) devices.
Cache
A cache (pronounced CASH) is a place to store something temporarily. The files you automatically request by looking at a Web page are stored on your hard disk in a cache subdirectory under the directory for your browser (for example, Internet Explorer). When you return to a page youve recently looked at, the browser can get it from the cache rather than the original server, saving you time and the network the burden of some additional traffic. You can usually vary the size of your cache, depending on your particular browser.
Call Volume
The number of calls offered.
Calls Answered
Total number of telephone calls answered by an agent. Also known as handled.
Calls Offered
Total number of telephone calls that enter Call Management (CMS) including those not handled by an agent.
Calls Waiting
The total number of ACD calls waiting to be answered.
Client
A program (like an email or news client) that connects to and requests information from a server. An example of a client would be Outlook or Outlook Express.
Community Antenna Television System (CATV)
Offers the transmission of television signals including those that originate at over the air broadcast stations to customers on a wired network. CATV was the origin of the cable television networks known today.
Completed Contact
A contact that finalizes a call cycle. Indicates that an agent completed all parts of making the call (usually in outbound).
Computer
A high-speed electronic device that processes, retrieves, and stores programmed information.
Convergys CVG /CVGS
Convergys Corporation is a global leader in providing customer care, human resources and billing services. They combine specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services and software support. Clients in more than 70 countries speaking nearly 35 languages depend on them to manage the increasing complexity and cost of caring for customers and employees. They serve the worlds leading companies in many industries including:
· Communications
· Financial services
· Technology
· Consumer products. Know Your Competition
Know Your Competition
Cookies
The collective name for files stored on your hard drive by your Web browser that hold information about your browsing habits like what sites you have visited which newsgroups you have read etc. Many view cookies as an invasion of privacy.
Customer Satisfaction
The degree to which a customers experience with a product or service meets customer expectations for that product or service.
Dial-up Connection
Dial-up pertains to a telephone connection in a system of many lines shared by many users. A dial-up connection is established and maintained for a limited time duration. The alternative is a dedicated connection, which is continuously in place. Dial-up lines are sometimes called switched lines.
A dial-up connection can be initiated manually or automatically by your computers modem or other device.
Digital Subscriber Line
DSL technologies use sophisticated modulation schemes to pack data onto copper wires. They are sometimes referred to as last-mile technologies because they are used only for connections from a telephone switching station to a home or office not between switching stations.
Domain
The Internet is divided into smaller sets known as domains including.com (business) .gov (government) .edu (educational) and others.
Domain Name
Allows you to reference Internet sites without knowing the true numerical address.
Domain Name System
Domain Name System - The domain name system (DNS) is the way that Internet domain names are located and translated into Internet Protocol addresses. A domain name is a meaningful and easy-to-remember "handle" for an Internet address.
Dynamic Host Configuration Protocol (DHCP)
Dynamic Host Configuration Protocol (DHCP) is an Internet protocol used for dynamically assigning network layer (Internet Protocol) addresses to IP Hosts.
DHCP (Dynamic Host Configuration Protocol) is a communications protocol that lets network administrators centrally manage and automate the assignment of Internet Protocol (IP) addresses in an organizations network. Using the Internet Protocol, each machine that can connect to the Internet needs a unique IP address, which is assigned when an Internet connection is created for a specific computer. Without DHCP, the IP address must be entered manually at each computer in an organization and a new IP address must be entered each time a computer moves to a new location on the network.
Electronic Mail
The exchange of computer-stored messages by telecommunication. (Some publications spell it email; we prefer the currently more established spelling of e-mail.)
Fiber optics
The technology of guiding and projecting light for use as a communications medium. Hair-thin glass fibers sometimes called lightguides waveguides or optical fibers allow light beams to be bent and reflected with low levels of loss and interference. Fiber optics vastly increases the number of simultaneous voice or data transmissions that can occur within a small diameter cable.
File Transfer Protocol
A standard Internet protocol, is the simplest way to exchange files between computers on the Internet. FTP is commonly used to transfer Web page files from their creator to the computer that acts as their server for everyone on the Internet. Its also commonly used to download programs and other files to your computer from other servers.
Forecasting
The process of projecting staffing requirements by half-hour increments based upon historical call patterns and weighed against what the future volume of calls might be for a given period.
Frequently Asked Questions
A collection of common questions and answers on a particular subject.
Gateway
Computer hardware and software that allow users to connect from one network to another.
Gigabyte (GB)
Gigabyte - is a measure of computer data storage capacity and is "roughly" a billion bytes. A gigabyte is two to the 30th power, or 1,073,741,824 in decimal notation. The term is pronounced with two hard Gs. The prefix, "giga" comes from a Greek word meaning "giant."
Gigahertz (GHz)
Gigahertz (billions of cycles per second) - is a unit of alternating current (AC) or electromagnetic (EM) wave frequency equal to one thousand million hertz (1,000,000,000 Hz). The gigahertz is used as an indicator of the frequency of ultra-high-frequency (UHF) and microwave EM signals and also, in some computers, to express microprocessor clock speed.
Global Network Operations Center (GNOC)
The Global Network Operator Center (GNOC) handles high-end network troubleshooting for the Divisions and NHD (i.e., DHCP service is down, Network router not functioning as it should be, etc.).
Graphical User Interface (GUI)
A GUI (usually pronounced GOO-ee) is a graphical (rather than purely textual) user interface to a computer. As you read this, you are looking at the GUI or graphical user interface of your particular Web browser. The term came into existence because the first interactive user interfaces to computers were not graphical; they were text-and-keyboard oriented and usually consisted of commands you had to remember and computer responses that were infamously brief.
Hard Disk
A non-removable internal media for data storage in a personal computer. Hard disk is part of a unit, often called a "disk drive," "hard drive," or "hard disk drive," that stores and provides relatively quick access to large amounts of data on an electromagnetically charged surface or set of surfaces. Todays computers typically come with a hard disk that contains several billion bytes (gigabytes) of storage.
Head End
A cable head-end is the facility at a local cable TV office that originates and communicates cable TV services and cable modem services to subscribers.
In distributing cable television services, the head-end includes a satellite dish antenna for receiving incoming programming.
This programming is then passed on to the subscriber. (Cable TV companies may also play videotapes and originate live programming.)
When a cable company provides Internet access to subscribers, the head-end includes the computer system and databases needed to provide Internet access.
The most important component located at the head-end is the cable modem termination system (CMTS), which sends and receives digital cable modem signals on a cable network and is necessary for providing Internet services to cable subscribers.
Headset
Any configuration of earpiece and speaker which fits over the head to allow hands-free telephone use.
Hertz (cycles per second - Hz)
Hertz (cycles per second) - is a unit of frequency (of change in state or cycle in a sound wave, alternating current, or other cyclical waveform) of one cycle per second. It replaces the earlier term of "cycle per second (cps)."
High Definition Television (HDTV)
A television display technology that provides picture quality similar to 35 mm. movies with sound quality similar to that of todays compact disc.
High Speed Data (HSD)
The Federal Communications Commission (FCC) generally defines broadband (HSD) service as data transmission speeds exceeding 200 kilobits per second (Kbps), or 200,000 bits per second, in at least one direction: downstream (from the Internet to your computer) or upstream (from your computer to the Internet).
Types:
Digital Subscriber Line (DSL)
Cable Modem
Fiber
Wireless
Satellite
Broadband over Powerline (BPL)
High-Bit-Rate Digital Subscriber Line (HDSL)
The main characteristic of HDSL is that it is symmetrical: an equal amount of bandwidth is available in both directions.
Hold Time
Total minutes that a customer is placed on hold.
Home Networking (HN)
A home network is two or more computers interconnected to form a local area network (LAN) within the home.
It allows computer owners to interconnect multiple computers so that each can share files, programs, printers, other peripheral devices, and Internet access with other computers, reducing the need for redundant equipment and, in general, making everything easier to use.
Home Page
For a Web user, the home page is the first Web page that is displayed after starting a Web browser like Netscapes Navigator or Microsofts Internet Explorer.
Host
Generally means a device or program that provides services to some smaller or less capable device or program.
Hypertext Transfer Protocol (HTTP)
The set of rules for transferring files (text, graphic images, sound, video, and other multimedia files) on the World Wide Web. As soon as a Web user opens their Web browser, the user is indirectly making use of HTTP. HTTP is an application protocol that runs on top of the TCP/IP suite of protocols (the foundation protocols for the Internet).
Inbound Call
A call received into a call center.
Information Technology
A term that encompasses all forms of technology used to create, store, exchange, and use information in its various forms (business data, voice conversations, still images, motion pictures, multimedia presentations, and other forms, including those not yet conceived).
Integrated Voice Response (IVR)
A phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes.
Internet
The worldwide network of computers communicating via an agreed upon set of Internet protocol. Odds are that if you are reading this document you are probably on the Internet right now (just in case you didnt know).
Internet Protocol
The method or protocol by which data is sent from one computer to another on the Internet.
Internet Relay Chat
A system for chatting that involves a set of rules and conventions and client/server software.
Internet Service Provider
A company that provides individuals and companies access to the Internet and other related services such as Web site building and virtual hosting.
Kilobyte (kB)
Kilobyte (Equivalent to 210 th bytes) - As a measure of computer memory or storage, a kilobyte (KB or Kbyte*) is approximately a thousand bytes (actually, 2 to the 10th power, or decimal 1,024 bytes).
Kilohertz (kHz)
A measurement of frequency equal to 1,000 hertz. Kilohertz is unit of measurement for alternating current, audio signals, and a measurement of wireless signals
Local Area Network
A group of computers and associated devices that share a common communications line or wireless link. Typically, connected devices share the resources of a single processor or server within a small geographic area (for example, within an office building).
Mailing List
A list of email addresses to which messages are sent. You can subscribe to a mailing lists typically by sending an email to the contact address with the following in the body of the message: the word subscribe the name of the list and your email address.
Media Access Control (MAC)
In a local area network (LAN) or other network, the MAC (Media Access Control) address is your computers unique hardware number.
Mega-Hertz (MHz)
The megahertz, abbreviated MHz, is a unit of alternating current (AC) or electromagnetic (EM) wave frequency equal to one million hertz (1,000,000 Hz). The megahertz is commonly used to express microprocessor clock speed.
Megabits per second (Mbps)
A unit of data transfer rates equal to one million bits per second (this equals one thousand kilobits per second) and is a measure of bandwidth (the total information flow over a given time) on a telecommunications medium.
Message Digest 5 (MD5)
A one-way hashing algorithm that maps variable length plaintext into fixed-length (16-byte)ciphertext. Md5 files, built by a provisioning server, contain provisioning data for each NIU (Network Interface Unit) on the network.
Microsoft
Microsoft is the worlds leading producer of computer software.
Mirror Site
An Internet site setup as an alternate to a busy site - contains copies of all the files stored at the primary location.
Mosaic
Mosaic was the first widely-distributed graphical browser or viewer for the World Wide Web.
Motion Picture Experts Group
A video file format offering excellent quality in a relatively small file. Video files found on the Internet are frequently stored in the MPEG format. Full length movies (like Top Gun) are available on CD and are stored in the MPEG format.
Multi-media Terminal Adapter (MTA)
Is a Telephone Terminal Adaptor that interfaces regular analog phones with IP networks.
Multimedia
A combination of media types on a single document including: text graphics animation audio and video.
Multipurpose Internet Mail Extensions (MIME)
A protocol for allowing email messages to contain various types of media (text - audio - video - images - etc.).
National Help Desk (NHD)
Time Warner Cable’s Road Runner Tier 2 Internet troubleshooting department.
Network
A system of connected computers exchanging information with each other.
Network Interface Card
A network interface card (NIC) is a computer circuit board or card that is installed in a computer so that it can be connected to a network.
Network Operations Center
A Network Operation (Operator) Center (NOC) is a place from which administrators supervise, monitor and maintain a telecommunications network. Large enterprises with large networks as well as large network service providers typically have a network operations center, a room containing visualizations of the network or networks that are being monitored, workstations at which the detailed status of the network can be seen, and the necessary software to manage the networks. The network operations center is the focal point for network troubleshooting, software distribution and updating, router and domain name management, performance monitoring, and coordination with affiliated networks.
Newsgroup
A particular section within the USENET system typically though not always dedicated to a particular subject of interest. Also known as discussion groups.
No Answer
A call result indicating no one answered the customers telephone after a specific number of rings.
Number of Agents Staffed
A report item indicating the current number of logged-in agents in one or more splits.
Number of Calls ACD
A report item (found in a type of report called a Split Agent Comparison Reportt indicating the number of ACD calls to one or more agents in some period of time.
Number of Calls Out
A report item indicating the number of outgoing calls from one or more extensions during some period of time.
Number of Calls Answered
A report item indicating the number of incoming calls that connect to an agent.
Number on Outgoing Calls
A report item indicating the number of agents on extension-out calls.
Oldest Call Waiting
A report item indicating the time in seconds the first call in queue (place where calls waiting to be answered are storedd) has been waiting.
On-Demand Streaming
Sending video/audio or other data that is transmitted to the end-user upon request (widely used on news and sports-oriented Web sites for example).
Online
The condition of being connected to a network of computers or other devices. The term is frequently used to describe someone who is currently connected to the Internet.
Original Equipment Manufacturer
Refers to containment-based re-branding, namely where one company uses a component of another company within its product, or sells the product of another company under its own brand. OEM refers to the company that originally manufactured the product.
Outbound
A call originating from the call center to the customer.
Outlet
Generic term for jacks and wall plates.
Packet Internet or Inter-Network Groper (PING)
A program for determining if another computer is presently connected to the Internet.
Packet loss/dropping
Data loss throught the network or transmission
Page
On the World Wide Web, a page is a file notated with the Hypertext Markup Language (HTML). Usually, it contains text and specifications about where image or other multimedia files are to be placed when the page is displayed. You can think of a Web site as a book (albeit a hypertext kind of book rather than a sequentially arranged kind of book) that arrives a page at a time as you request each one. Each page is an individual HTML file with its own Web address (URL).
Percent Abandon
The percentage of calls disconnected before being connected to an agent.
Personal Computer (pc)
In its more general usage, a personal computer (PC) is a microcomputer designed for use by one person at a time. The term "PC" has been traditionally used to describe an "IBM-compatible" personal computer in contradistinction to an Apple Macintosh computer.
Personal Home Page
Personal Home Page – TWC RR product name which allows customer to create their very own web page up to 5mb of free space allowed.
Power-On Self-Test (POST)
When power is turned on, POST (Power-On Self-Test) is the diagnostic testing sequence that a computers basic input/output system (or "starting program") runs to determine if the computer keyboard, random access memory, disk drives, and other hardware are working correctly.
Production Hours
Hours spent in a productive state. Ie: The amount of time an agent spends in on a call - waiting for a call - or with a call on hold.
Protocol
An agreed upon set of rules by which computers exchange information. In information technology, a protocol (from the Greek protocollon, which was a leaf of paper glued to a manuscript volume, describing its contents) is the special set of rules that end points in a telecommunication connection use when they communicate. Protocols exist at several levels in a telecommunication connection.
Quality
Meeting customer expectations. Some literature differentiates between Big Q and little q. Quality is meeting or exceeding evolving customer expectations for the quality - cost - and availability of products and services whereas quality is the degree of excellence of a product or service characterized by reliability - durability - and freedom from defects.
Quality Assurance
Any systematic process of checking to see whether a product or service being developed is meeting specified requirements.
Queue
A list of email messages that will be distributed next time you log onto the Internet.
QuickTime
A common video file format created by Apple Computer. Video files found on the Internet are often stored in the QuickTime format - they require a special viewer program for playback.
Record
A collection of information fields for example a persons name or street address or city or state and zip code.
Remote Access Service
Remote Access Services (RAS) refers to any combination of hardware and software to enable the remote access to tools or information that typically reside on a network of IT devices.
Remote Procedure Calls
Remote Procedure Call (RPC) is a protocol that one program can use to request a service from a program located in another computer in a network without having to understand network details.
RJ-45
Connect single fixed line loss loop data installations and provides bridged connections to the tip and ring of a telephone line.
Road Runner
Road Runner High Speed Online is an US Internet service provider (ISP) focused on providing service over DOCSIS-compatible cable modems. It is a division of Time Warner Inc. and provides service throughout the footprint of Time Warner Cable as well as other contracting cable companies. Its services are currently available only in the United States.
Road Runner often competes with ISPs owned by local telephone companies. Its mascot is Road Runner from the Looney Tunes/Merrie Melodies series (all properties of its corporate parent). When the service first launched with a 1995 market test in Elmira, NY, it was called the Southern Tier On-Line Community,[2] then LineRunner[3] (a moniker that was later used for VOIP service), before Time Warner Cable adopted the current brand name.
Script
The guide agents follow when making calls. It will gives the words to say as well as guide the agent through the application and information gathering phases of the call.
Search Engine
A tool for searching information on the Internet by topic. Popular engines include InfoSeek Inktomi and Web Crawler.
Secure Sockets Layer (SSL)
The Secure Sockets Layer (SSL) is a commonly-used protocol for managing the security of a message transmission on the Internet.
Server
In a network a server is equipment that makes available file - database - printing - facsimile - communications or other services to client terminals/stations with access to the network.
Service Level
The percent of inbound calls answered within a certain desired number of seconds. Example - 80% of calls answered within 20 seconds.
Service Level Agreement (SLA)
A service-level agreement (SLA) is a contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Many Internet service providers (ISP)s provide their customers with an SLA.
Shareware
Software that is available on a free limited trial basis. Sometimes this is a fully featured product other times it lacks some of the features of the commercial version.
Shielded Twisted Pair (STP)
Shielded twisted pair is twisted copper paired wire cable with an outer metallic sheath surrounding insulated conductors.
Simple Mail Transfer Protocol (SMTP)
Simple Mail Transfer Protocol - a protocol dictating how email messages are exchanged over the Internet.
Site
A Web site is a collection of Web files on a particular subject that includes a beginning file called a home page.
Skill
The skill of an Agent determines what types of calls they are scheduled to receive. Example: Joe is skilled to receive Level I while Sue is skilled to receive LII calls.
Small Computer System Interface
SCSI (pronounced SKUH-zee and sometimes colloquially known as "scuzzy"), the Small Computer System Interface, is a set of ANSI standard electronic interfaces that allow personal computers to communicate with peripheral hardware such as disk drives, tape drives, CD-ROM drives, printers, and scanners faster and more flexibly than previous interfaces.
Snail Mail
Plain old paper mail. United States Post Office. Cliff Claven delivered snail mail when he wasnt drinking with Norm at Cheers.
SPAM
Sending multiple sometimes thousands of unwelcome messages to a newsgroup or mailing list to promote a commercial product or Web site.
Staffed
An active ACD position. The agent has logged in or pressed the STAFFED button.
Subscriber
A household or business that pays a monthly fee to a cable system operator for providing a connection to the cable, and for the programs and services carried on it.
Subscriber Access Control System (SACS)
The abuse department tracking system and program.
T1
A category of leased telephone line service allowing transfer rates of 1.5 Mbps (megabytes per second) over the Internet. Normally used by businesses.
Telecommunications
The communications of voice data or images over telephone or telephone-like circuits. The telecommunications industry encompasses the equipment and transmission facilities needed for telecommunications. This equipment includes everything from telephones to modems computers switches and networks.
Telnet
A protocol for logging onto remote computers from anywhere on the Internet.
Time Warner Cable
Time Warner Cable Inc. is the second-largest cable operator in the U.S. and an industry leader in developing and launching innovative video, data and voice services. We deliver our services to customers over technologically-advanced, well-clustered cable systems that pass approximately 26 million homes.
We were the first or among the first cable operators to offer high speed data service, IP-based telephony service and a range of advanced digital video services, such as VOD, high definition television and set-top boxes equipped with DVRs.
Topology
A topology (from Greek topos meaning place) is a description of any kind of locality in terms of its layout. In communication networks, a topology is a usually schematic description of the arrangement of a network, including its nodes and connecting lines.
Traceroute
A traceroute tracks a packet from a starting point (for us it is the DHCP Server) to an end point (for us it is the subscribers cable modem) displaying how many hops and how long it took that packet to go from the start to the finish. It is very useful if a subscriber has issues concerning the speed the connection is because you can see where the longest delay is.
Transmission Control Protocol/Internet Protocol (TCP/IP)
TCP/IP is the transport layer and Internet layer, respectively, of the Internet suite of protocols. This protocol is the foundation of the Internet, an agreed upon set of rules directing computers on how to exchange information with each other. Other Internet protocols such as FTP Gopher and HTTP sit on top of TCP/IP.
Trunk
Call path between any two switches, either public or private.
A trunk is a line or link designed to handle many signals simultaneously, and that connects major switching centers or nodes in a communications system. The transmitted data can be voice (as in the conventional telephone system) data, computer programs, images, video or control signals.
Unavailable
Agent is not available to take calls.
Universal Diagnostic Interface
TWC RR technical agent tool that allow us to view modem / blade and test information
Universal Serial Bus
USB (Universal Serial Bus) is a plug-and-play interface between a computer and add-on devices (such as audio players, joysticks, keyboards, telephones, scanners, and printers). With USB, a new device can be added to your computer without having to add an adapter card or even having to turn the computer off.
UNIX
A powerful operating system used on the backbone machines of the Internet. World Wide Web servers frequently run on UNIX.
Unshielded Twisted Pair (UTP)
Unshielded Twisted Pair (UTP) is the most common kind of copper telephone wiring used to connect home, and many business computers, to the telephone company.
Upload
To copy a file from a local computer connected to the Internet to a remote computer. Opposite is download.
User ID (UID)
User ID - you need a User Id to logon to TWC RR system tools and programs in assisting with customer calls.
Users Network (USENET)
The collection of the thousands of bulletin boards residing on the Internet. Each bulletin board contains discussion groups or newsgroups dedicated to a myriad of topics. Messages are posted and responded to by readers either as public or private emails.
Virtual Local Area Network (VLAN)
A virtual (or logical) LAN is a local area network with a definition that maps workstations on some other basis than geographic location (for example, by department, type of user, or primary application). The virtual LAN controller can change or add workstations and manage loadbalancing and bandwidth allocation more easily than with a physical picture of the LAN.
Virtual Private Network (VPN)
A Virtual Private Network (VPN) is a network that uses a public telecommunication infrastructure, such as the Internet, to provide remote offices or individual users with secure access to their organizations network. A virtual private network can be contrasted with an expensive system of owned or leased lines that can only be used by one organization. The goal of a VPN is to provide the organization with the same capabilities, but at a much lower cost.
Voice over Internet Protocol (VoIP)
VoIP (voice over IP) is an IP telephony term for a set of facilities used to manage the delivery of voice information over the Internet.VoIP involves sending voice information in digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network (PSTN). A major advantage of VoIP and Internet telephony is that it avoids the tolls charged by ordinary telephone service.
Wide Area Network
A system of connected computers spanning a large geographical area.
Wireless LAN
A wireless LAN (or WLAN, for wireless local area network, sometimes referred to as LAWN, for local area wireless network) is one in which a mobile user can connect to a local area network (LAN) through a wireless (radio) connection.
World Wide Web
World Wide Web or simply Web. A subset of the Internet which uses a combination of text graphics audio and video (multimedia) to provide information on most every subject imaginable.
xDSL
Refers to different variations of DSL, such as ADSL, HDSL
Yahoo
A Web directory that is constantly updated and provides an easy way of finding almost any web page.
ZIP
A compressed file format (.zip). Many files available on the Internet are compressed or zipped in order to reduce storage space and transfer times. To uncompress the file you need a utility like PKZip (DOS) or WinZip (Windows).
ACW
The time an agent spends working on call related activities after a call is completed.
ARS (Action Request System)
Remedy program, call and report documentation/record system
AVI
A common video file format (.avi). Video quality can be very good at smaller resolutions but files tend to be rather large.
Amplifier
A device that boosts the strength of a signal at regular distance intervals to ensure quality images regardless how far away the subscriber is from the headend. Amplifiers are used in wireless communications and broadcasting, and in audio equipment of all kinds. They can be categorized as either weak-signal amplifiers or power amplifiers.
Applet
An applet is a little application. Prior to the World Wide Web, the built-in writing and drawing programs that came with Windows were sometimes called "applets." On the Web, using Java, the object-oriented programming language, an applet is a small program that can be sent along with a Web page to a user. Java applets can perform interactive animations, immediate calculations, or other simple tasks without having to send a user request back to the server.
Application
In information technology, an application is the use of a technology, system, or product. The term application is a shorter form of application program. An application program is a program designed to perform a specific function directly for the user or, in some cases, for another application program. Applications use the services of the computers operating system and other supporting applications. The formal requests and means of communicating with other programs that an application program uses is called the application program interface (API).
Example:
Examples of applications include word processors, database programs, Web browsers, development tools, drawing, paint, image editing programs, and communication programs.
Available Time
The time an agent spends waiting for calls.
Average Handle Time
Average length of time the agent was connected to calls in after call work (such as filling out information) time not signed on to answer calls (auxout) and hold time
Average Hold Time
(Incoming/Outgoing) A report item averaging the amount of time that calls were put on hold waiting for an available agent.
Backbone Network
A backbone network is a transmission facility designed to interconnect often lower-speed distribution networks - channels - or clusters of dispersed terminals or devices.
Backup
Backup is the activity of copying files or databases so that they will be preserved in case of equipment failure or other catastrophe. The process of protecting data by writing the contents of the disk to a tape that can be removed from the computer environment and stored safely.
BW (Bandwidth)
(1) Analog Bandwidth A measure of spectrum use or capacity. For instance an analog voice transmission by telephone requires a bandwidth of about 3000 hertz (3Khz.) A TV channel occupies a bandwidth of 6 million hertz (6 Mhz) of radio frequency bandwidth. Cable system bandwidth occupies 50 to 300 Mhz on the electromagnetic spectrum.
(2) Measure of the frequency width of a transmission channel or the difference between the highest and lowest frequency levels. Information - carrying capacity of a communication channel.
(3) Digital Bandwidth The data rate of a digital signal carried in a data transmission channel Digital bandwidth is commonly stated in units of bits per second (bps) and bytes per second (Bps) where 8 bits equals one byte.
Example
DOCSIS 2.0 is capable of an upstream digital bandwidth of 30720000 bits per second (30.72 Mbps or 3.84 MBps) in an analog channel bandwidth of 6.4 Mhz using the 64 quadrature amplitude modulation (64 QAM.) Baud
A unit of signaling speed equal to the number of signal events per second. Baud is equivalent to bits per second in cases where each signal event represents exactly one bit.
Example
Baud was the prevalent measure for data transmission speed until replaced by a more accurate term, bps (bits per second). One baud is one electronic state change per second. Since a single state change can involve more than a single bit of data, the bps unit of measurement has replaced it as a better expression of data transmission speed. Bits Per Second (Bps)
Bits Per Second - a measurement of the volume of data that a modem is capable of transmitting. Typical modem speeds today are 14.4K bps (14400 bits per second) and 28.8K bps. ISDN offers transfer rates of 128K bps.
BitTorrent
BitTorrent is a content distribution protocol that enables efficient software distribution and peer-to-peer sharing of very large files, such as entire movies and TV shows, by enabling users to serve as network redistribution points. Rather than having to send a download to each customer requesting it, the distributor or holder of content sends it to one customer who in turn sends it to other customers who together share the pieces of the download back and forth until everyone has the complete download. This makes it possible for the original server to serve many requests for large files without requiring immense amounts of bandwidth. According to reports, a user may expect to see a full-length movie arrive within a few hours.
Broadband
A transmission medium which allows transmission of voice data and video simultaneously at rates of 1.544Mbps or higher. Broadband transmission media generally can carry multiple channels each at different frequency or specific time slots. Capable of handling frequencies greater than those required for high-grade voice communications. A type of data transmission in which a single medium (wire) can carry several channels at once. Cable TV for example uses broadband transmission. In contrast baseband transmission allows only one signal at a time.
Broadband Provisioning System (BPS)
TWC RR modem, email, product provisioning.
Browser
A browser is an application program that provides a way to look at and interact with all the information on the World Wide Web. The word "browser" seems to have originated prior to the Web as a generic term for user interfaces that let you browse (navigate through and read) text files online.
Technically, a Web browser is a client program that uses HTTP (Hypertext Transfer Protocol) to make requests of Web servers throughout the Internet on behalf of the browser user.
Trivia: The first Web browser, called WorldWideWeb, was created in 1990. That browsers name was changed to Nexus to avoid confusion with the developing information space known as the World Wide Web. The first Web browser with a graphical user interface was Mosaic, which appeared in 1993. Many of the user interface features in Mosaic went into Netscape Navigator. Microsoft followed with its Internet Explorer (IE).
Buffer/Buffering
Memory area in a computer or peripheral device used for temporary storage of information tht has just been received. The information is held in the "buffer" until the computer or device is ready to process it. Hence, a computer or device with memory designated as a buffer area can process one set of data while more sets are arriving.
Cable
A cable is a group of metallic conductors or optical fibers that are bound together- usually with a protective sheath- a strength member- and insulation between individual conductors/fibers and for the entire group.
A large number of twisted wire pairs bundled together to carry multiple telephone connections or circuits.
Cable Modem to CPE Interface
The part of DOCSIS specification defining the communication between the cable modem and consumer premise equipment (CPE) devices.
Cache
A cache (pronounced CASH) is a place to store something temporarily. The files you automatically request by looking at a Web page are stored on your hard disk in a cache subdirectory under the directory for your browser (for example, Internet Explorer). When you return to a page youve recently looked at, the browser can get it from the cache rather than the original server, saving you time and the network the burden of some additional traffic. You can usually vary the size of your cache, depending on your particular browser.
Call Volume
The number of calls offered.
Calls Answered
Total number of telephone calls answered by an agent. Also known as handled.
Calls Offered
Total number of telephone calls that enter Call Management (CMS) including those not handled by an agent.
Calls Waiting
The total number of ACD calls waiting to be answered.
Client
A program (like an email or news client) that connects to and requests information from a server. An example of a client would be Outlook or Outlook Express.
Community Antenna Television System (CATV)
Offers the transmission of television signals including those that originate at over the air broadcast stations to customers on a wired network. CATV was the origin of the cable television networks known today.
Completed Contact
A contact that finalizes a call cycle. Indicates that an agent completed all parts of making the call (usually in outbound).
Computer
A high-speed electronic device that processes, retrieves, and stores programmed information.
Convergys CVG /CVGS
Convergys Corporation is a global leader in providing customer care, human resources and billing services. They combine specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services and software support. Clients in more than 70 countries speaking nearly 35 languages depend on them to manage the increasing complexity and cost of caring for customers and employees. They serve the worlds leading companies in many industries including:
· Communications
· Financial services
· Technology
· Consumer products. Know Your Competition
Know Your Competition
Cookies
The collective name for files stored on your hard drive by your Web browser that hold information about your browsing habits like what sites you have visited which newsgroups you have read etc. Many view cookies as an invasion of privacy.
Customer Satisfaction
The degree to which a customers experience with a product or service meets customer expectations for that product or service.
Dial-up Connection
Dial-up pertains to a telephone connection in a system of many lines shared by many users. A dial-up connection is established and maintained for a limited time duration. The alternative is a dedicated connection, which is continuously in place. Dial-up lines are sometimes called switched lines.
A dial-up connection can be initiated manually or automatically by your computers modem or other device.
Digital Subscriber Line
DSL technologies use sophisticated modulation schemes to pack data onto copper wires. They are sometimes referred to as last-mile technologies because they are used only for connections from a telephone switching station to a home or office not between switching stations.
Domain
The Internet is divided into smaller sets known as domains including.com (business) .gov (government) .edu (educational) and others.
Domain Name
Allows you to reference Internet sites without knowing the true numerical address.
Domain Name System
Domain Name System - The domain name system (DNS) is the way that Internet domain names are located and translated into Internet Protocol addresses. A domain name is a meaningful and easy-to-remember "handle" for an Internet address.
Dynamic Host Configuration Protocol (DHCP)
Dynamic Host Configuration Protocol (DHCP) is an Internet protocol used for dynamically assigning network layer (Internet Protocol) addresses to IP Hosts.
DHCP (Dynamic Host Configuration Protocol) is a communications protocol that lets network administrators centrally manage and automate the assignment of Internet Protocol (IP) addresses in an organizations network. Using the Internet Protocol, each machine that can connect to the Internet needs a unique IP address, which is assigned when an Internet connection is created for a specific computer. Without DHCP, the IP address must be entered manually at each computer in an organization and a new IP address must be entered each time a computer moves to a new location on the network.
Electronic Mail
The exchange of computer-stored messages by telecommunication. (Some publications spell it email; we prefer the currently more established spelling of e-mail.)
Fiber optics
The technology of guiding and projecting light for use as a communications medium. Hair-thin glass fibers sometimes called lightguides waveguides or optical fibers allow light beams to be bent and reflected with low levels of loss and interference. Fiber optics vastly increases the number of simultaneous voice or data transmissions that can occur within a small diameter cable.
File Transfer Protocol
A standard Internet protocol, is the simplest way to exchange files between computers on the Internet. FTP is commonly used to transfer Web page files from their creator to the computer that acts as their server for everyone on the Internet. Its also commonly used to download programs and other files to your computer from other servers.
Forecasting
The process of projecting staffing requirements by half-hour increments based upon historical call patterns and weighed against what the future volume of calls might be for a given period.
Frequently Asked Questions
A collection of common questions and answers on a particular subject.
Gateway
Computer hardware and software that allow users to connect from one network to another.
Gigabyte (GB)
Gigabyte - is a measure of computer data storage capacity and is "roughly" a billion bytes. A gigabyte is two to the 30th power, or 1,073,741,824 in decimal notation. The term is pronounced with two hard Gs. The prefix, "giga" comes from a Greek word meaning "giant."
Gigahertz (GHz)
Gigahertz (billions of cycles per second) - is a unit of alternating current (AC) or electromagnetic (EM) wave frequency equal to one thousand million hertz (1,000,000,000 Hz). The gigahertz is used as an indicator of the frequency of ultra-high-frequency (UHF) and microwave EM signals and also, in some computers, to express microprocessor clock speed.
Global Network Operations Center (GNOC)
The Global Network Operator Center (GNOC) handles high-end network troubleshooting for the Divisions and NHD (i.e., DHCP service is down, Network router not functioning as it should be, etc.).
Graphical User Interface (GUI)
A GUI (usually pronounced GOO-ee) is a graphical (rather than purely textual) user interface to a computer. As you read this, you are looking at the GUI or graphical user interface of your particular Web browser. The term came into existence because the first interactive user interfaces to computers were not graphical; they were text-and-keyboard oriented and usually consisted of commands you had to remember and computer responses that were infamously brief.
Hard Disk
A non-removable internal media for data storage in a personal computer. Hard disk is part of a unit, often called a "disk drive," "hard drive," or "hard disk drive," that stores and provides relatively quick access to large amounts of data on an electromagnetically charged surface or set of surfaces. Todays computers typically come with a hard disk that contains several billion bytes (gigabytes) of storage.
Head End
A cable head-end is the facility at a local cable TV office that originates and communicates cable TV services and cable modem services to subscribers.
In distributing cable television services, the head-end includes a satellite dish antenna for receiving incoming programming.
This programming is then passed on to the subscriber. (Cable TV companies may also play videotapes and originate live programming.)
When a cable company provides Internet access to subscribers, the head-end includes the computer system and databases needed to provide Internet access.
The most important component located at the head-end is the cable modem termination system (CMTS), which sends and receives digital cable modem signals on a cable network and is necessary for providing Internet services to cable subscribers.
Headset
Any configuration of earpiece and speaker which fits over the head to allow hands-free telephone use.
Hertz (cycles per second - Hz)
Hertz (cycles per second) - is a unit of frequency (of change in state or cycle in a sound wave, alternating current, or other cyclical waveform) of one cycle per second. It replaces the earlier term of "cycle per second (cps)."
High Definition Television (HDTV)
A television display technology that provides picture quality similar to 35 mm. movies with sound quality similar to that of todays compact disc.
High Speed Data (HSD)
The Federal Communications Commission (FCC) generally defines broadband (HSD) service as data transmission speeds exceeding 200 kilobits per second (Kbps), or 200,000 bits per second, in at least one direction: downstream (from the Internet to your computer) or upstream (from your computer to the Internet).
Types:
Digital Subscriber Line (DSL)
Cable Modem
Fiber
Wireless
Satellite
Broadband over Powerline (BPL)
High-Bit-Rate Digital Subscriber Line (HDSL)
The main characteristic of HDSL is that it is symmetrical: an equal amount of bandwidth is available in both directions.
Hold Time
Total minutes that a customer is placed on hold.
Home Networking (HN)
A home network is two or more computers interconnected to form a local area network (LAN) within the home.
It allows computer owners to interconnect multiple computers so that each can share files, programs, printers, other peripheral devices, and Internet access with other computers, reducing the need for redundant equipment and, in general, making everything easier to use.
Home Page
For a Web user, the home page is the first Web page that is displayed after starting a Web browser like Netscapes Navigator or Microsofts Internet Explorer.
Host
Generally means a device or program that provides services to some smaller or less capable device or program.
Hypertext Transfer Protocol (HTTP)
The set of rules for transferring files (text, graphic images, sound, video, and other multimedia files) on the World Wide Web. As soon as a Web user opens their Web browser, the user is indirectly making use of HTTP. HTTP is an application protocol that runs on top of the TCP/IP suite of protocols (the foundation protocols for the Internet).
Inbound Call
A call received into a call center.
Information Technology
A term that encompasses all forms of technology used to create, store, exchange, and use information in its various forms (business data, voice conversations, still images, motion pictures, multimedia presentations, and other forms, including those not yet conceived).
Integrated Voice Response (IVR)
A phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes.
Internet
The worldwide network of computers communicating via an agreed upon set of Internet protocol. Odds are that if you are reading this document you are probably on the Internet right now (just in case you didnt know).
Internet Protocol
The method or protocol by which data is sent from one computer to another on the Internet.
Internet Relay Chat
A system for chatting that involves a set of rules and conventions and client/server software.
Internet Service Provider
A company that provides individuals and companies access to the Internet and other related services such as Web site building and virtual hosting.
Kilobyte (kB)
Kilobyte (Equivalent to 210 th bytes) - As a measure of computer memory or storage, a kilobyte (KB or Kbyte*) is approximately a thousand bytes (actually, 2 to the 10th power, or decimal 1,024 bytes).
Kilohertz (kHz)
A measurement of frequency equal to 1,000 hertz. Kilohertz is unit of measurement for alternating current, audio signals, and a measurement of wireless signals
Local Area Network
A group of computers and associated devices that share a common communications line or wireless link. Typically, connected devices share the resources of a single processor or server within a small geographic area (for example, within an office building).
Mailing List
A list of email addresses to which messages are sent. You can subscribe to a mailing lists typically by sending an email to the contact address with the following in the body of the message: the word subscribe the name of the list and your email address.
Media Access Control (MAC)
In a local area network (LAN) or other network, the MAC (Media Access Control) address is your computers unique hardware number.
Mega-Hertz (MHz)
The megahertz, abbreviated MHz, is a unit of alternating current (AC) or electromagnetic (EM) wave frequency equal to one million hertz (1,000,000 Hz). The megahertz is commonly used to express microprocessor clock speed.
Megabits per second (Mbps)
A unit of data transfer rates equal to one million bits per second (this equals one thousand kilobits per second) and is a measure of bandwidth (the total information flow over a given time) on a telecommunications medium.
Message Digest 5 (MD5)
A one-way hashing algorithm that maps variable length plaintext into fixed-length (16-byte)ciphertext. Md5 files, built by a provisioning server, contain provisioning data for each NIU (Network Interface Unit) on the network.
Microsoft
Microsoft is the worlds leading producer of computer software.
Mirror Site
An Internet site setup as an alternate to a busy site - contains copies of all the files stored at the primary location.
Mosaic
Mosaic was the first widely-distributed graphical browser or viewer for the World Wide Web.
Motion Picture Experts Group
A video file format offering excellent quality in a relatively small file. Video files found on the Internet are frequently stored in the MPEG format. Full length movies (like Top Gun) are available on CD and are stored in the MPEG format.
Multi-media Terminal Adapter (MTA)
Is a Telephone Terminal Adaptor that interfaces regular analog phones with IP networks.
Multimedia
A combination of media types on a single document including: text graphics animation audio and video.
Multipurpose Internet Mail Extensions (MIME)
A protocol for allowing email messages to contain various types of media (text - audio - video - images - etc.).
National Help Desk (NHD)
Time Warner Cable’s Road Runner Tier 2 Internet troubleshooting department.
Network
A system of connected computers exchanging information with each other.
Network Interface Card
A network interface card (NIC) is a computer circuit board or card that is installed in a computer so that it can be connected to a network.
Network Operations Center
A Network Operation (Operator) Center (NOC) is a place from which administrators supervise, monitor and maintain a telecommunications network. Large enterprises with large networks as well as large network service providers typically have a network operations center, a room containing visualizations of the network or networks that are being monitored, workstations at which the detailed status of the network can be seen, and the necessary software to manage the networks. The network operations center is the focal point for network troubleshooting, software distribution and updating, router and domain name management, performance monitoring, and coordination with affiliated networks.
Newsgroup
A particular section within the USENET system typically though not always dedicated to a particular subject of interest. Also known as discussion groups.
No Answer
A call result indicating no one answered the customers telephone after a specific number of rings.
Number of Agents Staffed
A report item indicating the current number of logged-in agents in one or more splits.
Number of Calls ACD
A report item (found in a type of report called a Split Agent Comparison Reportt indicating the number of ACD calls to one or more agents in some period of time.
Number of Calls Out
A report item indicating the number of outgoing calls from one or more extensions during some period of time.
Number of Calls Answered
A report item indicating the number of incoming calls that connect to an agent.
Number on Outgoing Calls
A report item indicating the number of agents on extension-out calls.
Oldest Call Waiting
A report item indicating the time in seconds the first call in queue (place where calls waiting to be answered are storedd) has been waiting.
On-Demand Streaming
Sending video/audio or other data that is transmitted to the end-user upon request (widely used on news and sports-oriented Web sites for example).
Online
The condition of being connected to a network of computers or other devices. The term is frequently used to describe someone who is currently connected to the Internet.
Original Equipment Manufacturer
Refers to containment-based re-branding, namely where one company uses a component of another company within its product, or sells the product of another company under its own brand. OEM refers to the company that originally manufactured the product.
Outbound
A call originating from the call center to the customer.
Outlet
Generic term for jacks and wall plates.
Packet Internet or Inter-Network Groper (PING)
A program for determining if another computer is presently connected to the Internet.
Packet loss/dropping
Data loss throught the network or transmission
Page
On the World Wide Web, a page is a file notated with the Hypertext Markup Language (HTML). Usually, it contains text and specifications about where image or other multimedia files are to be placed when the page is displayed. You can think of a Web site as a book (albeit a hypertext kind of book rather than a sequentially arranged kind of book) that arrives a page at a time as you request each one. Each page is an individual HTML file with its own Web address (URL).
Percent Abandon
The percentage of calls disconnected before being connected to an agent.
Personal Computer (pc)
In its more general usage, a personal computer (PC) is a microcomputer designed for use by one person at a time. The term "PC" has been traditionally used to describe an "IBM-compatible" personal computer in contradistinction to an Apple Macintosh computer.
Personal Home Page
Personal Home Page – TWC RR product name which allows customer to create their very own web page up to 5mb of free space allowed.
Power-On Self-Test (POST)
When power is turned on, POST (Power-On Self-Test) is the diagnostic testing sequence that a computers basic input/output system (or "starting program") runs to determine if the computer keyboard, random access memory, disk drives, and other hardware are working correctly.
Production Hours
Hours spent in a productive state. Ie: The amount of time an agent spends in on a call - waiting for a call - or with a call on hold.
Protocol
An agreed upon set of rules by which computers exchange information. In information technology, a protocol (from the Greek protocollon, which was a leaf of paper glued to a manuscript volume, describing its contents) is the special set of rules that end points in a telecommunication connection use when they communicate. Protocols exist at several levels in a telecommunication connection.
Quality
Meeting customer expectations. Some literature differentiates between Big Q and little q. Quality is meeting or exceeding evolving customer expectations for the quality - cost - and availability of products and services whereas quality is the degree of excellence of a product or service characterized by reliability - durability - and freedom from defects.
Quality Assurance
Any systematic process of checking to see whether a product or service being developed is meeting specified requirements.
Queue
A list of email messages that will be distributed next time you log onto the Internet.
QuickTime
A common video file format created by Apple Computer. Video files found on the Internet are often stored in the QuickTime format - they require a special viewer program for playback.
Record
A collection of information fields for example a persons name or street address or city or state and zip code.
Remote Access Service
Remote Access Services (RAS) refers to any combination of hardware and software to enable the remote access to tools or information that typically reside on a network of IT devices.
Remote Procedure Calls
Remote Procedure Call (RPC) is a protocol that one program can use to request a service from a program located in another computer in a network without having to understand network details.
RJ-45
Connect single fixed line loss loop data installations and provides bridged connections to the tip and ring of a telephone line.
Road Runner
Road Runner High Speed Online is an US Internet service provider (ISP) focused on providing service over DOCSIS-compatible cable modems. It is a division of Time Warner Inc. and provides service throughout the footprint of Time Warner Cable as well as other contracting cable companies. Its services are currently available only in the United States.
Road Runner often competes with ISPs owned by local telephone companies. Its mascot is Road Runner from the Looney Tunes/Merrie Melodies series (all properties of its corporate parent). When the service first launched with a 1995 market test in Elmira, NY, it was called the Southern Tier On-Line Community,[2] then LineRunner[3] (a moniker that was later used for VOIP service), before Time Warner Cable adopted the current brand name.
Script
The guide agents follow when making calls. It will gives the words to say as well as guide the agent through the application and information gathering phases of the call.
Search Engine
A tool for searching information on the Internet by topic. Popular engines include InfoSeek Inktomi and Web Crawler.
Secure Sockets Layer (SSL)
The Secure Sockets Layer (SSL) is a commonly-used protocol for managing the security of a message transmission on the Internet.
Server
In a network a server is equipment that makes available file - database - printing - facsimile - communications or other services to client terminals/stations with access to the network.
Service Level
The percent of inbound calls answered within a certain desired number of seconds. Example - 80% of calls answered within 20 seconds.
Service Level Agreement (SLA)
A service-level agreement (SLA) is a contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Many Internet service providers (ISP)s provide their customers with an SLA.
Shareware
Software that is available on a free limited trial basis. Sometimes this is a fully featured product other times it lacks some of the features of the commercial version.
Shielded Twisted Pair (STP)
Shielded twisted pair is twisted copper paired wire cable with an outer metallic sheath surrounding insulated conductors.
Simple Mail Transfer Protocol (SMTP)
Simple Mail Transfer Protocol - a protocol dictating how email messages are exchanged over the Internet.
Site
A Web site is a collection of Web files on a particular subject that includes a beginning file called a home page.
Skill
The skill of an Agent determines what types of calls they are scheduled to receive. Example: Joe is skilled to receive Level I while Sue is skilled to receive LII calls.
Small Computer System Interface
SCSI (pronounced SKUH-zee and sometimes colloquially known as "scuzzy"), the Small Computer System Interface, is a set of ANSI standard electronic interfaces that allow personal computers to communicate with peripheral hardware such as disk drives, tape drives, CD-ROM drives, printers, and scanners faster and more flexibly than previous interfaces.
Snail Mail
Plain old paper mail. United States Post Office. Cliff Claven delivered snail mail when he wasnt drinking with Norm at Cheers.
SPAM
Sending multiple sometimes thousands of unwelcome messages to a newsgroup or mailing list to promote a commercial product or Web site.
Staffed
An active ACD position. The agent has logged in or pressed the STAFFED button.
Subscriber
A household or business that pays a monthly fee to a cable system operator for providing a connection to the cable, and for the programs and services carried on it.
Subscriber Access Control System (SACS)
The abuse department tracking system and program.
T1
A category of leased telephone line service allowing transfer rates of 1.5 Mbps (megabytes per second) over the Internet. Normally used by businesses.
Telecommunications
The communications of voice data or images over telephone or telephone-like circuits. The telecommunications industry encompasses the equipment and transmission facilities needed for telecommunications. This equipment includes everything from telephones to modems computers switches and networks.
Telnet
A protocol for logging onto remote computers from anywhere on the Internet.
Time Warner Cable
Time Warner Cable Inc. is the second-largest cable operator in the U.S. and an industry leader in developing and launching innovative video, data and voice services. We deliver our services to customers over technologically-advanced, well-clustered cable systems that pass approximately 26 million homes.
We were the first or among the first cable operators to offer high speed data service, IP-based telephony service and a range of advanced digital video services, such as VOD, high definition television and set-top boxes equipped with DVRs.
Topology
A topology (from Greek topos meaning place) is a description of any kind of locality in terms of its layout. In communication networks, a topology is a usually schematic description of the arrangement of a network, including its nodes and connecting lines.
Traceroute
A traceroute tracks a packet from a starting point (for us it is the DHCP Server) to an end point (for us it is the subscribers cable modem) displaying how many hops and how long it took that packet to go from the start to the finish. It is very useful if a subscriber has issues concerning the speed the connection is because you can see where the longest delay is.
Transmission Control Protocol/Internet Protocol (TCP/IP)
TCP/IP is the transport layer and Internet layer, respectively, of the Internet suite of protocols. This protocol is the foundation of the Internet, an agreed upon set of rules directing computers on how to exchange information with each other. Other Internet protocols such as FTP Gopher and HTTP sit on top of TCP/IP.
Trunk
Call path between any two switches, either public or private.
A trunk is a line or link designed to handle many signals simultaneously, and that connects major switching centers or nodes in a communications system. The transmitted data can be voice (as in the conventional telephone system) data, computer programs, images, video or control signals.
Unavailable
Agent is not available to take calls.
Universal Diagnostic Interface
TWC RR technical agent tool that allow us to view modem / blade and test information
Universal Serial Bus
USB (Universal Serial Bus) is a plug-and-play interface between a computer and add-on devices (such as audio players, joysticks, keyboards, telephones, scanners, and printers). With USB, a new device can be added to your computer without having to add an adapter card or even having to turn the computer off.
UNIX
A powerful operating system used on the backbone machines of the Internet. World Wide Web servers frequently run on UNIX.
Unshielded Twisted Pair (UTP)
Unshielded Twisted Pair (UTP) is the most common kind of copper telephone wiring used to connect home, and many business computers, to the telephone company.
Upload
To copy a file from a local computer connected to the Internet to a remote computer. Opposite is download.
User ID (UID)
User ID - you need a User Id to logon to TWC RR system tools and programs in assisting with customer calls.
Users Network (USENET)
The collection of the thousands of bulletin boards residing on the Internet. Each bulletin board contains discussion groups or newsgroups dedicated to a myriad of topics. Messages are posted and responded to by readers either as public or private emails.
Virtual Local Area Network (VLAN)
A virtual (or logical) LAN is a local area network with a definition that maps workstations on some other basis than geographic location (for example, by department, type of user, or primary application). The virtual LAN controller can change or add workstations and manage loadbalancing and bandwidth allocation more easily than with a physical picture of the LAN.
Virtual Private Network (VPN)
A Virtual Private Network (VPN) is a network that uses a public telecommunication infrastructure, such as the Internet, to provide remote offices or individual users with secure access to their organizations network. A virtual private network can be contrasted with an expensive system of owned or leased lines that can only be used by one organization. The goal of a VPN is to provide the organization with the same capabilities, but at a much lower cost.
Voice over Internet Protocol (VoIP)
VoIP (voice over IP) is an IP telephony term for a set of facilities used to manage the delivery of voice information over the Internet.VoIP involves sending voice information in digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network (PSTN). A major advantage of VoIP and Internet telephony is that it avoids the tolls charged by ordinary telephone service.
Wide Area Network
A system of connected computers spanning a large geographical area.
Wireless LAN
A wireless LAN (or WLAN, for wireless local area network, sometimes referred to as LAWN, for local area wireless network) is one in which a mobile user can connect to a local area network (LAN) through a wireless (radio) connection.
World Wide Web
World Wide Web or simply Web. A subset of the Internet which uses a combination of text graphics audio and video (multimedia) to provide information on most every subject imaginable.
xDSL
Refers to different variations of DSL, such as ADSL, HDSL
Yahoo
A Web directory that is constantly updated and provides an easy way of finding almost any web page.
ZIP
A compressed file format (.zip). Many files available on the Internet are compressed or zipped in order to reduce storage space and transfer times. To uncompress the file you need a utility like PKZip (DOS) or WinZip (Windows).
customer suggested script
“WE CARE.”
“I’m sorry for the inconvenience.
But, don’t worry, I can help you.”
“I’m sorry to hear that. I would love to
have an opportunity to resolve your issue.”
“I’m sorry if you got the wrong department.
However, I can give you the number
and transfer you to the right department.”
“I can see why you feel that way—
don’t worry, because I’m here to help you.”
“WE are NICE.”
"I’d be glad to do that.”
"How can I help you?”
“I appreciate your patience.”
(If customer is coughing or clearing throat)
“I can hold if you need a drink of water.”
(If customer apologizes for background distractions) “No problem, <>.
I’ll be more than happy to do that.”
“It’s my pleasure.”
“To better assist you with…”
“WE EDUCATE.”
“I’d like to make sure you’re getting the best out of our services. May I ask you a few questions?
<>, while I was working on your account I noticed that…
“WE OWN.”
“We’ll make it right.
We’ll go work on this immediately.”
“We’ll do our best to make sure it doesn’t happen again.”
“Let us fix your problem before you end this call.”
“WE ASSURE.”
“Yes! I’m sure we can find a solution.”
“Let me write this down to be sure I got it…”
“I’ll find out for you right away…”
“I know you’ll be happy with this…”
“You can be certain…”
“Rest assured...I have taken care of everything…”
“I’m sorry for the inconvenience.
But, don’t worry, I can help you.”
“I’m sorry to hear that. I would love to
have an opportunity to resolve your issue.”
“I’m sorry if you got the wrong department.
However, I can give you the number
and transfer you to the right department.”
“I can see why you feel that way—
don’t worry, because I’m here to help you.”
“WE are NICE.”
"I’d be glad to do that.”
"How can I help you?”
“I appreciate your patience.”
(If customer is coughing or clearing throat)
“I can hold if you need a drink of water.”
(If customer apologizes for background distractions) “No problem, <>.
I’ll be more than happy to do that.”
“It’s my pleasure.”
“To better assist you with…”
“WE EDUCATE.”
“I’d like to make sure you’re getting the best out of our services. May I ask you a few questions?
<>, while I was working on your account I noticed that…
“WE OWN.”
“We’ll make it right.
We’ll go work on this immediately.”
“We’ll do our best to make sure it doesn’t happen again.”
“Let us fix your problem before you end this call.”
“WE ASSURE.”
“Yes! I’m sure we can find a solution.”
“Let me write this down to be sure I got it…”
“I’ll find out for you right away…”
“I know you’ll be happy with this…”
“You can be certain…”
“Rest assured...I have taken care of everything…”
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