A method for dealing with a large number of incoming voice calls, ensuring that each call is dealt with as quickly and efficiently as possible. Incoming calls are distributed between a number of answering points or agents. If all the agents are busy, callers are placed into a queue.

Asymmetric Digital Subscriber Line is a new technology that allows more data to be sent over existing copper lines. It is used primarily for Broadband connections and will supersede ISDN

This often referred to as the traditional public telephone network. It is primarily used for carrying voice traffic

A mobile worker who may do their job anywhere and on any device and usually participates in virtual teams; also known as ‘the new way to work’