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"Glossary of Customer Contact Center and Call Center Terms, Abbreviations and Vocabulary"
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UCD

Uniform Call Distributor; a method of allocating calls and providing information

UMTS

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

Unified Messaging

A system that facilitates fax, email and voicemail through the computer

Universal Agent

An agent who can handle inbound as well as outbound calls

Unit Fiber

Also often referred to as Dark Fiber; unused fibers in optic-fiber communications, available for use
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