Universal Agent :
An agent who can handle all types of incoming calls or an agent who can handle both inbound and outbound calls

Virtual Call Centre :
A distributed call centre that acts as a single site for call handling and reporting purposes.

Visible Queue :
Is when callers know how long the queue that they just entered is, and how fast it is moving (e.g., they hear a system announcement that relays the expected wait time).

Voice Processing :
A blanket term that refers to any combination of voice processing technologies, including Voice Mail, Automated Attendant, Audiotex, Voice Response Unit (VRU) and Faxback.

Voice Response Unit (VRU) :
Also called Interactive Voice Response Unit (IVR) or Audio Response Unit (ARU). A VRU responds to caller entered digits or speech recognition in much the same way that a conventional computer responds to keystrokes or clicks of a mouse. When the VRU is integrated with database computers, callers can interact with databases to check current information (e.g., account balances) and complete transactions (e.g. make transfers between accounts).