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Standard Telephony Features

Glossary

Standard Telephony Features Glossary

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1 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM

Introduction to Document

This document contains a glossary of the features and terminology of standard

telephony.

Objective

Upon completion of this unit you should be able to:

Identify and describe the features of standard telephony

A

ACD Automatic Call Distribution – there are many different models for ACD. Low￾end ACD is minimal queuing capability for a station or group of stations with little or

no reporting/monitoring. Low to Mid-level ACD will usually include more detailed

reports and other ACD features such as Silent Monitor, overflow queuing and

messaging. High-end ACD will generally include features like Skills based routing,

Time-of-day routing, Agent-Supervisor communications, elaborate/customizable

report capabilities, CTI interfaces for database lookups, IVR integration. In addition

there is usually support for large numbers of agents and Supervisors have extensive

monitoring, management and reporting capabilities.

ADPCM - Adaptive Differential Pulse Code Modulation. An encoding technique,

standardized by the CCITT, that allows a 4kHz voice channel to be carried within a

32Kb/s digital channel. The technique uses 3 or 4 bits to describe the difference

between two samples, taken at a sampling rate of 8,000 times a second.

A-Law - A companding algorithm used as the CEPT standard for DS-0 PCM speech

companding. (See Mµ-Law)

AMI Alternate Mark Inversion is a T1 line coding method. This is the older of the

two commonly available. See Line Coding – T1. See Also B8ZS.

Amplifier is an electronic device that strengthens a signal.

Amplitude is the high point of the wave in an analog signal.

Analog Telephones sometimes referred to as 2500 Sets. Analog phones usually

interface to analog station cards in the PBX. In some PBX’s the analog station can

access PBX features through the use of Feature Access Codes. For example; Flash * 6

might be used to signal to the PBX that the analog station wishes to transfer the call it

is currently in progress with. Other codes can identify Conference, Pickup, Park and

so on. More advanced analog sets might have buttons that can be configured to send

the codes ‘automatically’ thus simplifying the user interface. On some PBX systems

the digital phones have access to features by pressing a Feature button or by pressing

a flash key and then entering the same access code as used by analog phones. (See

also Flash and Digital Telephones)

ANI (See Automatic Number Identification)

Standard Telephony Features Glossary

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2 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM

Attendant Console a multi-line phone (physical or softphone) that can access

incoming or outgoing trunks to route calls to subscribers. PBX manufacturers

generally list several Attendant Console features such as Attendant Recall, Attendant

Hold, Attendant login and so on…

Auto Answer If this feature is programmed on the template, it will cause the phone to

go off-hook (speakerphone) automatically when an incoming call is received.

Auto Attendant is a device that answers callers with a digital recording, and allows

callers to route themselves to an extension through touch-tone input in response to a

voice prompt.

Automatic Callback allows internal users who placed a call to a busy or unanswered

internal telephone to be called back automatically when the called telephone becomes

available. When a user activates automatic callback, the system monitors the called

telephone. When the called telephone becomes available to receive a call, the system

originates the automatic callback call. The originating party receives priority ringing.

The calling party then lifts the handset and the called party receives the same ringing

provided on the original call.

Automatic Call Distribution is provided through groups of employees who serve

customers--using telephone, facsimile, Email, the Internet, or remote video links to

provide more convenient sales, service or billing operations. When managed well,

these centers can serve customers quickly, efficiently and cost-effectively. Center

products allow customers in an enterprise to:

1. Retain its customer base through fast and efficient customer response

2. Cater to the needs and preferences of its various customer segments

3. Offer its customers new ways of transacting business

Automatic Camp On is the ability to camp on to a busy station or circuit without the

requirement to invoke a feature access code. On some systems this was allowed from

either/both internal and external callers. For example a user calls a DID number and

hears a standard busy signal if the caller does not hang up within a predefined time

period the system would generate a camp on tone and the call is effectively held for

that station until the phone becomes available. This could be configured such that for

internal callers the calling station could hang up and when the called station become

available the system would issue a call-back ring to the calling station and ring

through to the called station. An occasional situation arose where the called station

did not become available for so long that the caller forgot they were camped on and

would ‘answer’ the phone as if it were a new call coming to them.

Automatic Number Identification ANI is the ability to send/receive the calling

number. Some systems can route calls based on this information by making a match in

a database and following predefined routing rules. (See also DNIS)

Automatic Route Selection ARS - Automatic Route Selection (ARS) simplifies local

and long distance dialing by automatically selecting the most convenient and cost￾effective route and by inserting and/or deleting the proper routing digits.

Authorization Code May be referred to as Checked/Verified, Un-Checked/Un￾Verified, Forced, Variable and other descriptions. This code may be used to