# Contact center words that stay general

Study notes. Not vendor documentation and not legal advice.

- The IVR article says an IVR gathers information and routes calls, and that an ACD and an automated attendant are separate systems it is often combined with.
- A contact center, in ordinary speech, is broader than one vendor's queue. This lab does not invent a handle-time formula.
- Twilio's voice navigation names an inbound call center use case, Queue, and TaskRouter on the docs home.
- TaskRouter's field list was not opened.
- Bandwidth's home page names a Salesforce Contact Center integration. The field map was not opened.

Four boxes in order: caller, IVR, queue or ACD, agent. If the box says TaskRouter, add confirm under the attribute names. If the box says Salesforce, add confirm under the field map.