"Glossary of Customer Contact Center and Call Center Terms, Abbreviations and Vocabulary"
Uniform Call Distributor; a method of allocating calls and providing information
Universal Mobile Telecommunications System; a 3G (third generation) mobile telecommunications technology, now having been developed into 4G technology
Unavailable Work State
A state in which an agent is not available to take up or make calls
A system that facilitates fax, email and voicemail through the computer
An agent who can handle inbound as well as outbound calls
Also often referred to as Dark Fiber; unused fibers in optic-fiber communications, available for use