Glossary of Terms
A-D
A
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.
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.).
B
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.
C
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.
D
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).