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Glossary of Terms Our Glossary is in alphabetical order, simply select a character from the menu below to take you to the specific section within this document.
 ACD - Automatic Call Distribution A system which distributes large volumes of incoming telephone calls uniformly from a queue to agent positions. The calls may be distributed to the agents on a priority basis via a variety of definable criteria ALI - Analogue Link Interface API - Application Programmers Interface A software specification encompassing instructions and information to enable the writing of applications which are independent of the equipment they are being used with. APNSS - Analogue Private Network Signalling System An analogue version of DPNSS. ASSF - Analogue System Supported Featurephone ATM - Asynchronous Transfer Mode A transmission and switching technique capable of supporting voice, video and data (multimedia) communications. It is unique in that each piece of information is addressed and is of the same length. This allows very high-speed communications. Audiotext A way callers can retrieve a recorded voice message on a subject of their choice. Auto Attendant Short for automated attendant, a device which answers a company's phones, encourages caller to touchtone in the desired extension and rings that extension. It also allows you to punch in digits and listen to information (company hours, address, etc.).
 BHCA - Busy Hour Call Attempts Break in The ability to dial directly into a local PBX and then across a private network of PBX systems from an external exchange line. Break out The ability to dial across a private network and to then access an exchange line at a suitable terminal PBX in order to enable the call to be charged at the "local rate" BRI - Basic Rate Interface Access to the ISDN service at 144Kbps provided as two B data channels of 64Kbps and one D control channel of 16Kbps (2B+D). Broadcast Message The System Administrator may record a special message which will be heard by all users when they access their own mailboxes. Busy hour The continuous 60 minute period during any measurable period when the calls handled by the system is at maximum.
 CAI - Common Air interface An interface for CT2 digital cordless communications, developed in the UK and adopted by the DTI and as a European standard. CAI allows the interworking of CT2 handsets and base stations from different vendors. Call centre A Call centre is a business function, usually comprising a set of ACD agent groups, dedicated to servicing transactions over the telephone. CAS - Channel Associated Signalling A transmission protocol in which data for each channel is passed in specific time-slots. CCS - Common Channel Signalling The use of a dedicated channel for the transfer of signalling information relating to a number of other channels. CCS - Cent Call Seconds A unit of traffic intensity equal to the average number of calls per hour assuming a mean holding time of 100 seconds. Therefore, 36 CCS are equivalent to 1 erlang. Also known as Hundred Call Seconds (HCS). CDS - Caller Display Service BT’s method of delivering calling line identity into the home and small businesses. CIL - Call Information Logging Automatic recording of telephone calls made on a PBX system with details of call (e.g. date, time, extension number, and duration), for use in call accounting or billing. CIT - Computer Integrated Telephony See CTI Class of service Class of service defines the telephone facilities available to extension users. CLI - Calling Line Identification Information passed through the public or private telephone network which provides an indication of the calling party’s telephone number to the PBX and which can be displayed at any system specific display terminal. Conference call A call including more than two parties. A conference may be initiated by an agent or from another source. CT2 - Cordless Telephone (second generation) A world-wide standard for digital cordless telephony. As established in the UK, CT2 uses 4MHz of channel frequency between 864.150 MHz and 868.05MHz. CTI - Computer Telephone Integration The ability to inter-work the call centre or ACD with other computer systems. This interrelationship between computers and telephony has many names including CSTA, CAT, CIT and iCAT.
 DASS - Digital Access Signalling System A UK-only public network standard developed by BT and its suppliers. Current version is DASS2 DDI - Direct Dial Inwards Enables the Toshiba to receive dialled numbers directly from the trunk interface. DN - Directory Number The number listed to be dialled by customers for connection to a particular answering point. Each agent position or telephone within a network may have a unique directory number. DND - Do Not Disturb Dongle A software protection device. DPNSS - Digital Private Network Signalling System A private networking standard developed by BT and other PBX suppliers which allows full feature access to be provided between PBXs in private networks. DSS - Direct Station Select A button on a terminal which can be used to directly dial a person or extension associated with that button. DTMF - Dual Tone Multifrequency Signalling which is the basis for the operation of pushbutton telephone sets. Dialled numbers are transmitted as tones rather than electronic pulses. This is particularly useful for access to supplementary services (e.g. voice mail and banking).
 ECMA A European association for standardising information and communications systems. EMC - Electromagnetic Compatibility A measure of a system’s ability to operate without its efficiency being impaired by interference from other systems, and without affecting the operation of other systems. ETS - European Telecommunications Standard A standard published by ETSI. N.B. I-ETS is an Interim European Telecoms Standard. ETSI - European Telecommunications Standards Institute The body responsible for the development of telecommunication standards that will be ratified by the EU for use within the European Community EuroISDN A name for ISDN as defined by the relevant European ETSI standards.
 Fax-On-Demand A feature which allows callers to obtain a printed copy of a document they choose 24 hours a day, 7 days a week. FTP - File Transfer Protocol Simple message based protocol used to exchange file information between UNIX-based computer systems.
 Gateway A method of interpreting differing protocols between disparate computer and/or telephone systems is often required. This conversation and interpretation can be performed on a gateway.
 Hybrid Term generally used for a business communications system providing PBX and/or key system functionality. The term is also used for any device which provides more than one mode of working.
 IPX/SPX Protocol used by Novell Netware ISDN - Integrated Services Digital Network A fully digital communications facility providing transmission of voice, data and video across public or private networks. Access to the service is at basic rate (see BRI) or primary rate (see PRI). ISO - International Standards Organisation Technical agency of the United Nations concerned with international standardisation in a broad range of industries. ITU - International Telecoms Union Telecoms agency of the United Nations concerned with international standardisation in a broad range of industries. IVR - Interactive Voice Response Systems which enable callers to conduct transactions, store or retrieve information. The interface may be by voice recognition and/or DTMF.
 Key system working group Terminals can be members of more than one group. Each terminal can have its own key and lamp layout. Unused keys are available for user definition. Keys and lamps can be configured to give access to incoming trunks.
 LAN - Local Area Network A network designed to provide facilities for user communications within a defined building or plant and which does not necessarily use public service facilities or standards. Leased line A dedicated circuit, supplied by the PTT or other licensed operator, which permanently connects two or more user locations and is for the sole use of the subscriber.
 MAPI - Messaging Application Programming Interface A Microsoft Windows interface. MDF - Main Distribution Frame A wiring arrangement that connects outside lines on one side and internal lines from exchange equipment on the other. MMI - Man Machine Interface Any procedure which allows a human operator to access and operate a system. Modem A device that modulates and demodulates signals transmitted over communications facilities. It is used to allow digital signals to be sent over analogue lines. MTBF - Mean Time Between Failure The period of time that a system or device can be expected to work before a disabling fault occurs. MTTR - Mean Time To Repair The average time required to return a faulty device or system to service. Multiline group working Each terminal can be a member of only one multiline group. All the terminals in that group must have the same key and lamp layout. Multimedia A combination of two or more media (i.e. voice, data, still image, video) Multiplexer A device that enables more than one signal to be sent simultaneously over one physical channel.
 Network A network provides users with communications links between different geographical locations. Night service The period outside normal working hours when the call centre is either directing or overflowing calls to another answering point. NMS - Network Management System A system which monitors networked PBXs or keysystems and provides the network manager with information on traffic levels and congestion, fault management and call accounting. Notification The ability of a Voice Mail system to let you know when you receive messages in you mailbox. NT1 First customer premise device on a two-wire ISDN circuit coming in from the ISDN central office.
 ODBC - Open Database Connectivity A Microsoft standard which allows databases created by various relational and non-relational database programs to be accessed by a common interface. OSI - Open Systems Interconnection ISO’s reference model for a seven-layer network architecture used for the definition of network protocol standards
 Packet switching A data communications technique where the data is broken down into fixed-length units (packets) which are then transmitted to their destination through the fastest route. The receiving station ensures that all units are received and are in proper sequence before forwarding the data to an addressee. PBX - Private Branch Exchange A telephone system where incoming calls are mainly answered by an attendant who offers those calls to the required extension. (May also be called PABX). PCMCIA Personal computer memory card international association. Point and click A process whereby the user moves their mouse until the pointer on the screen reaches the desired button or control on the screen. The mouse is clicked to initiate the activity associated with that button or control. POT - Plain Ordinary Telephone PRI - Primary Rate Interface Access to the ISDN service at 2.048Mbps in Europe (known as 30B+D) and 1.544Mbps in the US, Japan and Canada (known as 23B+D). Private circuits Dedicated telecommunications links between nodes. Private network A communication network designed and operated for the exclusive use of a particular organisation or group of organisations. PSTN - Public Switched Telephone Network The public telephone system, including telephone, local and trunk lines, and exchanges. PSU - Power Supply Unit PTO - Public Telecommunications Operator An organisation licensed to run a public telecommunications system. PTT - Postal, Telegraph and Telephone Organisation A government department responsible for and with authority over postal, telegraph and telephone operations. PWA - Printed Wired Assembly
 QSIG A PBX networking protocol produced by ECMA in line with ETSI and ITU ISDN recommendations.
 RAID - Redundant Array of Inexpensive Disks Several disk drives are placed into a single housing. Data is written over the disk drives in such a way that if one or more of the drives are lost, none of the data will be lost. Remote Access The ability to access your mailbox remotely, when you are away from your desk or out of the office.
 SBC - Screen Based Console The computer based Realitis DX attendant console incorporating interactive on-screen directory system. SCSI - Small Computer System Interface Service level The service level is a definition of perceived customer satisfaction. Service level is usually measured as the percentage of calls answered successfully within a predefined period of ringing. Short code dialling The ability to make calls from a predetermined list by using a simple abbreviated instruction. SPI - Service Providers Interface SQL - Structured Query Language Database language invented by IBM and used for creating, maintaining and viewing database.
 TA - Terminal Adapter Allows existing non-ISDN terminals to operate on ISDN lines. It provides conversion between a non ISDN terminal device and the ISDN user/network interface. Tandem An exchange used to switch network traffic between other nodes. TAC - Trunk Access Class TAPI - Telephony Applications Programmers Interface A standard for CTI developed by Microsoft and Intel associated with PC based computer systems. It is an open standard which permits the direct control of a telephone from a windows based application. TCP/IP - Transport Control Protocol/Internet Protocol TE1 - Terminal Equipment Type 1 ISDN-compatible terminals. A TE1 can be an ISDN telephone, a personal computer capable of working with ISDN, a video-phone etc any device that can attach to and work with ISDN. TELNET Network terminal emulation protocol. Simple protocol to allow programs to exchange ASCII and control characters over network interfaces, as though the data were being produced/displayed by a normal terminal. Terminal Any device capable of sending or receiving information over a communication channel. Tie Line A permanent communications link between 2 or more PBXs provided by a PTT/PTO. TJF - Test Jack Frame (See MDF) Trunk An individual circuit, provided by either a public network operator or via a private network capable of carrying an individual telephone call (either incoming or outgoing). Trunk performance A measurement of the efficiency and utilisation of a particular trunk. TS - Trunk Select A button on a terminal which can be pressed to answer incoming trunk calls on that button. TSAPI - Telephony Service Application Prog Interface The equivalent of TAPI in a Novell environment where control of the telephone is initiated over the LAN rather than by direct connection to the telephone.
 Unified Messaging Brings voicemail, E-mail and fax together over a LAN (Local Area Network) and integrates then in on convenient mailbox.
 V Series ITU recommendations covering data transmission over telephone circuits. V.24 Standard serial port (equivalent to RS-232C). VAN - Value Added Network Network built using the communications offerings of traditional common carriers, but connected to computers that permit new types of telecoms tariffs to be offered. Video-conferencing Communication using systems which support image, voice and data transfer over digital circuits. Videoconferencing systems can take the form of large, dedicated units for group meetings or can be integrated with desktop PCs. VIOCA - Visually Impaired Operator Console Attachment Visual Mailboxes A way for you to view, analyse and manage your unified messages from you PC screen. Voicemail A configuration of personal voice mailboxes in which messages can be stored. Voice messaging system Hardware and software products that operate with most PBX, hybrid or key systems allowing users to send, receive and redirect voice messages through office telephone systems and computers. Also called voice mail. Voice processing system Hardware and software products that encompass voice messaging, voice recognition, voice response and any applications that deal with the processing of voice communications. Voice recognition A system that translates human voice into computer commands. Also known as speech recognition. Voice response system A computer connected device that can selectively link sentences of stored words to create an appropriate spoken message. VPN - Virtual Private Network The provision of facilities normally associated with a private telecoms network over the shared lines, exchanges, and switches of a public network.
 X series ITU recommendations covering data transmission over digital circuits. e.g. X.25, X.75.
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