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 = links to this glossary
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ACD/Automatic Call Distribution
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An automated system for answering, queuing and distributing incoming calls to a number of agents. Popular in call centres, ACD systems also provide statistics, such as the number of calls waiting, average length of call etc., which can be incorporated into historical reports or displayed in real-time on electronic wallboards.
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ADSL/Asynchronous Digital Subscriber Line
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A broadband technology that delivers very high data transfer speeds (potentially 10 times faster than ISDN) over existing phone lines.
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Auto Attendant
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An automated answering system that uses prompts to direct callers to the right department or extension e.g. ‘For Sales press 1’.
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BRI
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Basic Rate ISDN2 provides one ‘D’ channel and 2 ‘B’ channels, each of which is equivalent to a normal telephone line. These can be used for two voice calls; two data calls; one voice call and one data call; or one data call using two channels. As each channel can transmit data at speeds of 64Kbps, this represents a data transfer rate of 128Kbps.
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Call Forwarding
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A feature of ISDN phone systems, call forwarding enables incoming calls to be diverted automatically to a different number, for example to a mobile phone or home office.
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CLI/Calling Line Identity
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One of the key ISDN features, CLI displays the phone number of the caller on the answering phone’s display. CLI alphatagging also shows the caller’s name and company. CLI is the enabling feature of many computer telephony integration applications.
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CRM/Customer Relationship Management
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Generic term for applications designed to streamline spoken interactions with customers.
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CTI/Computer Telephony Integration
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The term used to describe the linking of the telephone system with a computer or network. The classic CTI application is ‘screen popping’, which uses CLI to identify the caller and display his/her database records on-screen before the call is answered. CTI also enables calls to be made directly from a contact management package by clicking the call button. There are two types of CTI: first party CTI, a standalone solution that requires each PC to be connected to a telephone, and third party CTI, a multiple terminal solution requiring a single link between the telephone system and the network.
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DDI/Direct Dial Inwards
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A key ISDN feature is the ability to assign individual phone numbers (DDI numbers) to extensions and departments, enabling callers to dial them directly without going through the operator.
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DECT/Digital Enhanced Cordless Telephony
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DECT cordless handsets provide wireless communications within an office or company premises. The handsets can be fully integrated with the company phone system, allowing users to make, take and transfer calls securely as they move around the office.
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IP/Internet Protocol
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The signalling standard used to transmit data across the internet and local area networks. IP uses packet-switching techniques to send data in small chunks (packets).
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IP Telephony
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The use of IP signalling methods to send voice traffic across a data network. Voice signals are broken down into packets and reassembled at the receiving end. Eliminates the need for separate voice and data networks by converging all traffic on one network.
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IP Gateway/VoIP Gateway
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A gateway for an existing telephone system, which converts normal circuit-switched telephony traffic into IP for transmission over a data network, such as a private data network between two sites.
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ISDN/Integrated Services Digital Network
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ISDN is a ‘dial up’ digital public network for voice and data communications with charges based on line rental and usage. The de facto standard for business use ISDN provides a number of advanced telephony services, such as CLI and DDI, which form the basis of today’s advanced telephony applications. It is available in two forms Basic Rate ISDN2e (2 lines) and Primary Rate ISDN30e (30 lines).
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IVR/Interactive Voice Response
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IVR systems automate routine transactions, such as literature requests or information lines, using voice recognition or phone keypad operation.
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LAN Interconnection
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Using ISDN an organisation can connect local area networks at different locations in a WAN (wide area network) on a dial up basis, without the need for a permanent, expensive, leased data link.
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LAN telephony
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The convergence of voice and data on a Local Area Network, eliminating the need for separate voice and data networks within an organisation.
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PBX/Private Branch eXchange
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A business telephone system
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Predictive dialling
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A third party CTI application, predictive dialling removes all ‘dialling’ responsibilities from an agent. Once a call has been completed the software auto-matically dials the next number on the agent’s call list.
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PRI
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Primary Rate ISDN (ISDN30e) provides up to 30 ‘B’ channels, giving users 30 lines that can be used for any combination of voice, data and video.
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QoS/Quality of Service
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Used to provide acceptable voice quality across IP networks.
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QSIG
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The protocol for networking telecommunications systems from different manufacturers.
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S-bus
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A device used to connect data terminals, such as videoconfer-encing units, to ISDN lines.
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Soft PBX
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The term used to describe a software application that provides server-based telephony. Performing similar functions to a hardware PBX, Soft PBXs offer a range of PBX functions, voice mail and integration with other server-based applications such as unified messaging and contact management systems.
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TAPI/Telephone Application Programme Interface
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Developed by Microsoft, 1st and 3rd party TAPI are the standard interfaces for computer telephony integration applications
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Unified Messaging
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Unified Messaging (UM) systems provide one centralised mailbox for all e-mail, voice and fax messages. All message types can be viewed, replied to, saved or deleted in the same Inbox using a familiar message management system such as Microsoft Outlook or Lotus Notes.
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Voicemail
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Voicemail systems allow callers to leave voice messages in individual mailboxes. Messages can be retrieved remotely
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VoIP/Voice over IP
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The transmission of voice traffic over a wide area network or the internet using the IP signalling standard (see IP gateways).
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VPN/Virtual Private Network
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Organisations with offices in more than one location can link phone systems in a Virtual Private Network. Using a linked numbering plan, a staff member in one location can call a colleague at another office just by entering their extension number.
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