Please click on a letter to be taken to the relevant section.
Account Code
The way of attaching a ‘tag’ to a call record. This might be used to indicate that the call is to be charged to a particular account or to indicate the outcome of a call. Call Management systems can then produce reports listing all calls with the same account codes. Account codes can be attached to incoming and outgoing calls and it can be made mandatory for an extension user to enter an account code before a call is made.
ACD (Automatic Call Distribution)
Allows all incoming calls to be distributed equally amongst a group of people. Often used in Call Centres where agents/operators log in to make or receive calls. ACD Systems also can provide statistics and provide facilities for monitoring the agent’s performance and call centre as a whole.
ADSL (Asynchronous Digital Subscriber Line)
A broadband technology that delivers high data transfer speeds over existing phone lines.
Alpha Tagging
The assignment of an alpha-numeric name to a facility. For example when called by an extension your phone can display the name of the caller rather than the extension number. When an incoming DDI call is received a name can be shown which relates to the number that was dialled, enabling one person to answer calls in a variety of different ways, e.g. in the names of different companies.
Analogue Device
A device that can be attached to an ordinary analogue telephone line, such as a telephone, fax machine, cordless phone, answering machine, modem etc.
ARS (Automatic Route Selection)
A technique where the telephone system looks at the digits being dialled to make an outside call and automatically routes the call via an alternate route. Best possible cost efficiencies for outgoing or inter site calls.
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.
Auto-Attendant
A voicemail feature that allows callers to be automatically transferred to extensions or departments by dialling digits.
Bandwidth
The speed at which a circuit can carry data. The more bandwidth, the faster the data transfer, the lower the costs.
Basic Rate
Abbreviated to BRI (Basic Rate Interface) or ISDN2. An ISDN circuit providing 2 x 64 Kbit/sec bearer channels for use by data or speech and one 16 Kbit/sec control channel. Two independent calls can be carried at the same time on one BRI circuit.
BLF (Busy Lamp Field)
Visual Indication of the status of lines or extensions through Light Emitting Diodes (LEDS).
Bluetooth
Wireless communication protocol for several devices to communicate on a common format. Your mobile phone could transfer data to your keyset, PDA, PC or printer etc. Similar to infra-red.
Bridge
A device that interconnects local or remote networks no matter what higher level protocols (such as IPX or TCP/IP) are involved.
Broadband
Broadband is the common term for a high bandwidth internet connection.
Call Barring
The prevention of calls to certain destinations, e.g. premium rate numbers or overseas calls can be barred.
Call Forwarding
Also known as call diversion. By dialling a code an extension user can divert incoming calls to another destination. The destination may be another extension, a group of extensions, the operator, or an external number, for example a mobile phone. Different types of diversion are usually possible, e.g. Diversion of All Calls, Diversion on Busy, Diversion on no reply.
Call Logging
Data recorded about calls made or received through a telephone system. This data can be used for reporting.
Call Management
The use of specialist software to analyse and report on call records which are output from a telephone system and recorded on computer disk. The results can identify misuse, allocate costs to departments and verify the adequacy of resources.
Call Park
A call can be parked by one user and then retrieved by another. Particularly useful when loudspeaker announcements are made, e.g. ‘Telephone call for Jo Bloggs, dial 234’. If Jo goes to any phone and dials 234 he will get the call that has been parked there for him.
Carrier
Telephone service provider, e.g. NTL, BT etc
Cat 5
Abbreviated for Category 5. This is a specification for the transmission performance of a data cable. However it is commonly used to describe a building cabling system that allows the user to easily route voice and data circuits to any wall socket. It is designed to be network independent and to allow different computer and telephone systems to co-exist on the same cabling.
CCU (Central Control Unit)
The box or cabinet housing the central equipment that controls the telephone system.
Circuit
A two- way communications path between electronic devices.
CLI (Calling Line Identity)
The network will transmit the telephone number of the call originator to the recipient. One of the key ISDN features, CLI displays the phone number of the caller on the answering phone’s display. CLI Alpha Tagging also shows the caller’s name and company. CLI is the enabling feature of many computer telephony integration applications.
CLIP (Calling Line Identity Presentation)
A service that provides a called party with the Calling Line ID of the caller. Usually a paid-for option.
COLP (Connected Line Presentation)
A service which provides the caller with the identity of the person he has connected to. For example you may dial 01442 345600 but that number may be diverted to another. COLP will provide you with the identity of the person you have actually connected to. The identity is typically the telephone number of the connected party. This is a paid-for service from the network provider and compatible equipment is required to make use of it.
Conferencing
The joining together of more than two telephone users in a single cell. Typically a call will be established between two persons, one will then hold the call, call a third party and then press a button to join all three parties in one call.
Contact Centre
A progression of the call centre merging customer calls with other media such as internet and email in conjunction with CRM applications. A unified approach to customer contact improving customer service levels leading to increased customer acquisition, satisfaction and retention.
Convergence
The merging of voice and data hardware solutions such as server based PBX. More efficiency and cost benefits becoming available through convergence. In addition Voice switched Over IP is driven by convergent technology.
COS (Class of Service)
CPS (Carrier Pre-Select)
Carrier Pre-Selection uses network access technology, so voice traffic originating from your site will be routed directly to your chosen network with no need for prefix codes. The ‘selection’ of the preferred provider is done automatically at point of entry (the local exchange) to the public voice network.
CRM (Customer Relationship Management)
A software application to deliver a single view of the customer.
CTI (Computer and Telephony Integration)
The term used to describe the linking of the telephone system with a computer or network. The classic CTI application is ‘screen popping’, which also uses CLI to identify the caller and display his/her database records on the screen before the cal is answered. CTI also enables calls to be made directly from a contact management package by simply clicking the call button. There are two types of CTI: First party CTI, a standalone solution that requires each PC to be connected to telephone, and third party CTI, a multiple terminal solution requiring a single link between the telephone system and the network.
DC5
A signalling system used to communicate between two adjacent pieces of telecommunications equipment, for example between a telephone system and a router or multiplexer or between two co-located telephone systems. For communication over longer distances DC5 can be converted to AC15.
DDI (Direct Dialling Inwards)
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 having to go through the operator.
DECT (Digital Enhanced Cordless Telephony)
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 premises.
Dial Up
A communications link that connects a terminal and a computer via the Public Switched Telephone Network (PSTN).
DPNSS (Digital Private Network Signalling System)
Developed in the early 1980’s, a protocol to support connection between telecom equipment from different vendor’s digital equipment
DSS (Digital Station Selector)
A unit that fits alongside a telephone to turn it into an operator console. Typically containing a large number of programmable buttons that can be used to call and to indicate the status of extensions (stations).
DSL
Similar to ADSL, but allows the same amount of bandwidth in both directions.
DTE (Data Terminal Equipment)
Such as PC, printers, terminals.
E&M
Another name for DC5.
Ethernet
A common method of networking computers in a LAN. A local area network (LAN) protocol developed by Xerox Corporation in cooperation with DEC and Intel in 1976.
Extranet
An Intranet that is accessible to computers that are not physically part of a company’s own private network, but that is not accessible to the general public – for example, to allow vendors and business partners to access a company website.
Fibre Optic Cable
A fibre optic cable in which individual optical fibres are formed into a cable for primary use in side building.
Firewall
A security system that prevents computers on a network from communicating directly with computers on another network. Instead, all communication is routed through a proxy server, which determines whether a particular message or file may pass to or from the host.
Frame
A Data Link Layer (Layer 2) message used within LANs.
Frame Relay
Data network ideally suited to ‘bursty’ traffic.
GAP (General Access Protocol)
GPRS (General Packet Radio Service)
A packet based wireless communication service that promises data rates from 56 up to 114 kbps and continuous connection to the Internet for mobile phone and computer users.
Group Ringing
A group of extensions is rung by dialling a number. The group may be set as a ring group, in which case all of the extensions ring at once or it may be set as a Hunt Group, in which case the system will find a free extension in the group to take the call.
GSM (Global System for Mobiles)
A digital mobile telephony system that is widely used in Europe and other parts of the world.
GUI (Graphical User Interface)
A program interface, such as Microsoft Windows, that takes advantage of the computer’s graphics capabilities to make the program easier to use. Well designed graphical user interfaces can free the user from learning complex command languages. A GUI will usually feature basic components such as a pointing device (mouse or trackball) to allow you to select objects, icons (small pictures) that represent commands, a desktop area, where icons are grouped, and a menu for the user to select a command from.
Half Duplex Transmission
Transmission in either direction but not both directions simultaneously
Host
Any computer on a network that is repository for services available to other computers. It is common to have one host machine provide several services, such as SMTP (email) and HTTP (Web)
Hosting/Hosted IP Telephony
This means that a reseller/supplier ‘host’ all of the hardware infrastructure (i.e. Telephone PBX) in a secure central site and provide customers with access to this over a IP network. No hardware telephone system is required on the computer site.
HTML (Hypertext Mark-up Language)
HTTP (Hypertext Transfer Protocol)
Hunt Groups
A means of finding a free extension to take a call. Calls are directed to a Hunt Group and will search for a free extension to take the call. Various hunting types are available. First Free or Terminal Hunting will search for the first free extension in the group, so this person gets most of the calls. Circular or UCD (Uniform Call Distribution) Hunting will share calls equally over the group.
Internet
The Internet is a worldwide system of computer networks – a network of networks in which users at any one computer can, if they have permission, get information from any other computer (and sometimes talk directly to users at other computers).
Intranet
A private network inside a company or organisation that uses the same kinds of software that you would find on the public Internet, but which is only for internal use.
IP (Internet Protocol)
The standard for sending the basic unit of data, an IP datagram, through the internet. IP uses packet switching techniques to send data in small chunks (packets)
IP Address
A series of characters that uniquely identifies the terminal equipment which is the origin or destination of data being transmitted.
IPT (IP Telephony)
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. This eliminates the need for separate voice and data networks by converging all traffic on one network.
ISDN
Integrated Services Digital Network. ISDN is a dial up digital public network for voice and data communications with charges based on line rental and usage. 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 channels) and Primary Rate ISDN30e (30 channels).
ISP (Internet Service Provider)
Allows you to connect to the internet
IVR (Interactive Voice Response)
IVR systems automate routine transactions, such as requests for literature or information by using voice recognition or phone keypad operations.
Jumper
A cable unit or cable element without connectors used to make a connection on a cross-connect.
Keyphone
A telephone for use with a particular make and model of telephone system which incorporates features allowing it to communicate with the telephone system and display information, typically by means of lights, buttons and visual displays.
Keysystem
A telephone system designed for all extensions to answer incoming calls. The distribution of all incoming calls across a business or team.
LAN (Local Area Network)
A computer network limited to the immediate area, usually the same building or floor of a building.
LCD (Liquid Crystal Display)
A display panel found on many phones capable of showing text prompts or messages.
LCR (Least Cost Routing)
The process that provides customers with cheap telephone calls. Within a telecoms carrier, an LCR team could choose routes from between twenty to over one hundred suppliers for national and internal numbers on a weekly or even daily basis to maintain a competitive cost base and acceptable call quality. The LCR team also has to take route and call quality into account. The quality of route to a destination can vary considerably between suppliers and even from week to week from the same supplier.
Leased Line
Lines such as a telephone line or fibre optic cable that is rented for exclusive 24/7 use from your location to another location. The highest speed data connections require a leased line.
LED (Light Emitting Diode)
A semi-conductor device used as an indicator lamp. Typically these are incorporated into buttons allowing visual indication of calls, voicemail messages and status of other lines and extensions.
Live Call Screening
A facility available on some voicemail systems which allows someone who has diverted his calls to voicemail to listen to a caller leaving a message and pick up the call if he wants to.
MAC (Moves, Adds and Changes)
Mailbox
A reference to the location where voicemail messages for a particular user are stored.
Modem ( modulator/demodulator)
In general, a device that both modulates and demodulates signals.
MSN (Multi Subscriber Numbering)
An optional feature of ISDN2 lines allowing up to 10 telephone numbers to be assigned to a single line so that devices connected to that line can be called individually. Can be used to produce a limited version of DDI.
Music on Hold
An audio signal that is played to a caller on hold to reassure him that he has not been cut off. Typically music, it may be interspersed with advertising messages or could be simply a reassuring beep played every few seconds.
Network
The equipment and transmission facilities for communication between computer systems.
Night Service
Most telephone systems have at least two operating modes, Day Service and Night Service. There are typically used to route incoming calls to a different destination and to apply call barring to prevent unauthorised use of the phones out of hours.
OFCOM (Office of Communications)
The independent regulator and competition authority for the UK Communications industries, with responsibilities across television, Radio, telecommunications and wireless communications services.
Overflow Group
A feature often used to provide an overflow if the switchboard operator is b usy or absent. Incoming calls are sent to the operator but other extensions have delayed ringing, so they will start ringing if the call is now answered after a pre-set time.
Parallel Port
Port in a PC used for the connection of external equipment such as a printer, scanner etc.
Patch Panel
Cabling connection point. This is typically the part of a structured network cabling system (cat 5) that enables switching of services either voice or data to RJ45 sockets.
PBX/PABX (Private Branch Exchange/Private Automated Branch Exchange)
Allows central control of incoming call via a single operator.
PDA (Portable Digital Assistant)
A term for any small mobile hand-held device that provides computing and information storage and retrieval capabilities for personal or business use.
PDF (Portable Document Format)
A file format that has captured all the elements of a printed document as an electronic image that you can view, navigate, print or forward to someone else.
Point of Presence
A point of Presence usually means a city location where a network can be connected to, often with dial up phone lines.
POT(S) (Plain Old Telephone)
Used to distinguish an ordinary analogue telephone from a keyphone. Also known as an SLT (single line telephone)
PRI (Primary Rate ISDN)
An ISDN circuit providing up to 30 x 64 Kbit/sec bearer channels for use by data or speech and two 16 Kbit/sec control channels. Up to 30 independent calls can be carried at the same time on one Primary Rate.
Private Circuit
Point to Point private communications link (not switched).
Protocol
A set of rules and conventions by which two computers pass messages across a network. Two devices require a common protocol in order to communicate.
PSTN (Public Switched Telephone Network)
Exchange lines provided by a network provider.
Pulse Dialling
Also known as LD (Loop-Disconnect) dialling. A method of dialling where the telephone is alternately disconnected and connected to signal to the exchange. For example. If a digit 5 is dialled this could be signalled by sending 5 disconnected pulses. The frequency and length of the pulses and the number of pulses for each digit can vary from country to country. This dialling method is now mostly superseded by tone dialling.
QOS (Quality of Service)
Used to define the level of service and control the transmission of different types of traffic (voice, data, and video)
QSIG
Q signalling Standard. A standard dial up Protocol designed to give feature transparency between systems at different sites across the PSTN. Allows products from different vendors to work together.
Rack
A vertical or horizontal open support, usually made of aluminium or steel that is attached to a ceiling or wall. Cables are laid in and fastened to the rack.
Router
Routes data traffic. Can be used to connect LANs together or as a single connection point between a LAN and an ISP.
S Bus
Device used to connect data terminals such as video conferencing units to ISDN lines.
Screen Popping
The initialising and presentation of database information selected using the CLI. Reduces the time spent searching for customer service history etc.
SDH (Synchronous Digital Hierarchy)
A synchronous transmission system used for telecommunications worldwide, operating up to many Gbit/s.
Serial Port
Port in a PC used for the connection of the external equipment such as an external modem. Also used for connection of call-logging, CTI, etc.
Server
A computer, or software package, that provides a specific kind of service to client software running on other computers.
SiNet (Single Integrated Network)
A fully managed hosted IP telephony service
SIP (Session Initiation Protocol)
Session Initiation Protocol (SIP) is a signalling protocol used for establishing sessions in an IP network. A session could be a simple two-way phone call or it could be a multi-media conference session. It closely resembles two other Internet protocols, HTTP and SMTP (the protocols that power the world wide web and email); consequently it sits comfortably alongside Internet applications. By using SIP, telephony becomes another web application and integrates easily into other Internet services.
SLA (Service Level Agreement)
A contract between a service provider and a customer that specifies, usually in measurable terms, what services the provider will furnish.
SMB (Small and Medium Business)
SME (Small and Medium Enterprise)
SMS (Short Message Service)
A service for sending messages to mobile phones.
Socket
Software instruction operating as a communications end point within a network device.
Switch (See PBX/PABX)
TCP/IP (Transmission Control Protocol/Internet Protocol)
Set of layered protocols that enable shared applications among PC’s in a high speed communications environment.
TDM (Time Division Multiplexing)
Traditional telephony technology employed to connect two parties in a call via a PBX.
Tone Dialling
Also known as MF (multi-frequency) or DTMF (dual tone multi-frequency). A dialling method which generates audio tones when digits are dialled. These tones are sent down the lines and can be detected by telephone systems or other devices.
Trunk
A telephone exchange line to receive and make calls
Trunk to Trunk Transfer
A facility which allows an incoming call received on one line to be transferred to someone on another line, i.e. both callers are external to the telephone system. Typical uses include transferring and incoming caller to someone’s mobile phone.
Unified Messaging
A messaging platform that allows management of voice, fax and email from a single user interface (PC). Improves efficiency as all messages are presented from the one place to the user.
UPS (Uninterruptible Power Supply)
Provides continuous power source to the telephone system in the even of a mains power fail. Also referred to as a Battery Back-up.
URL (Universal Resource Locator)
The unique address for a file that is accessible on the Internet. A common way to get to a website is to enter the URL of its homepage file in your web browser’s address line. However, any file within that Web site can also be specified with a URL.
Voicemail
A voicemail system typically provides a central ‘answering machine’ for users of a telephone system. The user diverts his/hers calls to the voicemail system, which will play a personalised message for the caller and allow him to leave a message for the extension user. Most voicemail systems also provide options for routing callers to departments or extensions and for giving out information to callers.
VOIP (Voice over Internet Protocol)
Allows voice calls to be switched over any data carrying network reducing fixed infrastructure costs.
VPN (Virtual Private Network)
Provides users with inter site communications which could be implemented over fixed circuit connections but also via dial up connection. This has many cost benefits to the user as the need for fixed line voice circuits may be removed.
WAN (Wide Area Network)
When you connect two physically separate networks together using a low speed medium you are forming a Wide Area Network.
WAP (Wireless Access Protocol)
A means of accessing the Internet using a mobile phone.
WOC (Windows Operator Console)
PC based operator terminal. Allows the user to see the status of the lines and extensions on their PC screen and answer and transfer calls with the click of a mouse .
XDP (Extra Device Port)
An analogue port in the back of some keysets, which can be used as either a ‘double’ of the existing extension number (i.e. for an analogue DECT) or as a totally different extension number (i.e. for an analogue modem)