ACD Automatic Call Distributor — routes inbound calls to the right queue, skill group, or agent.
AEP Annual Enrollment Period — the fall window (Oct 15–Dec 7) when most Medicare plan switching happens; the seasonal peak for Medicare telesales.
All-party consent State recording laws requiring every participant's consent before a call is recorded. National operations typically default to the strictest state.
AMD Answering Machine Detection — dialer logic that distinguishes humans from voicemail so agents (human or AI) only get live answers.
AI disclosure Telling callers they're speaking with an AI assistant. Revolv ships it default-on and configurable; your counsel sets the policy.
BYOC / BYO SIP trunk Bring Your Own Carrier — keeping your existing carrier and numbers while routing calls to a new platform over your SIP trunk.
Connected minute A minute of actual live conversation — excluding dialing, ringing, voicemail, and wrap-up. The honest unit for pricing calling work.
DNC Do-Not-Call — the national registry plus internal and state suppression lists that must be scrubbed before dialing.
EBR Established Business Relationship — an existing-customer relationship that changes consent posture for some call types.
IVR Interactive Voice Response — the "press 1" phone tree. Conversational AI front doors increasingly replace it.
Licensed-activity gating Restricting regulated acts (quoting, advising, binding, enrolling) to licensed humans, with the AI limited to greeting, qualifying, and routing.
Occupancy The share of an agent's paid time spent handling or wrapping calls. High occupancy looks efficient; it also burns humans out.
PEWC Prior Express Written Consent — the TCPA's highest consent tier, required for marketing calls using artificial/prerecorded voice to mobile phones.
Predictive dialer A dialer that calls more numbers than there are agents, predicting availability — the engine of high-volume outbound (e.g., VICIdial, Convoso).
QA scorecard A per-call quality record: script adherence, required disclosures, consent verification, flags. Revolv produces one for every call, not a sample.
Remote agent A dialer seat that lives outside the dialer — how AI voice agents join VICIdial-class systems over SIP.
Script adherence How faithfully a call follows the approved script — measurable per call when QA hears everything.
SIP Session Initiation Protocol — the standard that telephony systems use to set up calls. If a dialer or PBX speaks SIP, Revolv can join it.
SIP trunk A virtual phone line from a carrier delivered over the internet via SIP — the rail Revolv rides; we never replace your carrier.
SOA Scope of Appointment — the documented permission, required by CMS, defining what a Medicare appointment may discuss. Captured before plan talk.
Speed-to-lead How fast a new web lead gets a callback. Minutes win; hours lose. Instant, compliant callback is a flagship AI use case.
Talk time Time spent in live conversation — typically only ~2–3 hours of an 8-hour outbound shift.
TCPA Telephone Consumer Protection Act — the core US calling statute. AI voice counts as "artificial voice" under it, triggering the strictest consent tiers.
TPMO Third-Party Marketing Organization — CMS's category for entities marketing Medicare plans, carrying disclaimer, recording, and conduct rules.
Warm transfer Handing a live caller to another agent with context carried forward — how AI fronters deliver qualified prospects to human closers.
Wrap-up (ACW) After-call work: notes, dispositions, CRM updates. Automated write-back gives the minutes back to conversation.