Glossary of Terms

A

Analogue Device

This is a device which can be attached to an ordinary analogue telephone line, e.g. a telephone, fax machine, cordless phone, answering machine or modem.

B

Basic Rate Interface

Often abbreviated to BRI or ISDN2. This is an ISDN circuit providing 2 x 64 kbit/sec bearer channels for use by speech or data and one 16 kbit/sec control channel. It allows for two independent calls to take place at the same time on one BRI circuit.

Battery Back-up

Modern telephone systems have internal batteries to retain programming information in the event of mains power failure. However, the system will not operate without mains power and therefore it is recommended that some form of battery back-up power is installed to keep the system working.

BRI

- see Basic Rate

C

Call Barring

This allows the user to programme the telephone or system to prevent calls to certain destinations, e.g. overseas calls or calls to premium rate numbers may be barred.

Call Diversion (Call Forwarding)

Where an extension user can dial in a code to divert incoming calls to another point. This may be another extension, a group of extensions, the operator, an external number, cell phone etc. There are different levels of diversion usually possible, e.g. Diversion on No Reply, Diversion of All calls, Diversion on Busy.

Call Management

Call management software is available which allows the analysis of calls, incoming and outgoing, to be carried out. The information is usually produced and recorded onto a computer disk or CD-ROM allowing the user to then later analyse the information e.g. for cost apportionment, misuse, traffic going through the system at different times of the day.

Cat 5

Abbreviation for Category 5 and relates to a specification for the transmission performance of a data cable. More commonly however it is used to describe a building voice and data cabling system. It is designed to be network independent, thus allowing different telephone and computer systems to co-exist on the same cabling.

CCU

Central Control Unit. This is the box or cabinet which, houses the equipment which controls the telephone system

CLI

Calling Line Identity allows the originator's number to be identified when a call is received. There are two types of CLI; the less commonly known one is Network CLI, which is used by network operators to identify the source of the call. It is available whether or not the caller is ex-directory but is never passed on to the called party. The second type is called User CLI where the number is passed on to the called party, providing that the caller has not withheld it (e.g. they are X-directory and therefore their number is automatically withheld or prefixing the dialled number with '141' when dialling). On some systems, it is also possible to programme in other numbers so that if '1471' is used to find out who has called, only the main number is given out. CLI is not available on some networks (particularly calls made from other countries) and is usually a chargeable optional feature from the network provider.

Other business benefits:

• Pre-empt your client knowledge and therefore offer a more personalized and efficient service
• Link it to your computer using 'Computer Telephony Integration' (CTI) and open the customer's file/records on the recipients computer monitor as the call is taken - this presenting a much more professional service to your customers

CLIP

Calling Line Identity Presentation. A service that provides a called party with the Calling Line ID of the caller. Again, as with CLI, the service is usually chargeable.

Conferencing

Where two or more telephone users are joined together on a single call. Typically, a call will be established between two people, one will then hold the call, call a third party and then press a button to join all three parties in one call. In other cases, users will dial into a central number and will be brought on line one at a time, usually by keying in a pre-determined password.

CTI

Computer and Telephony Integration. The exchange of information between computers and telephone systems, helping you to provide a more efficient and effective service to your customer. Information is commonly passed between telephone and computer systems using an Application Program Interface (API) of which the two most common are TAPI (Telephony API) and TSAPI (Telephony System API). CTI is commonly divided into First Party CTI, where a telephone and a computer are directly connected, and Third Party CTI, where the telephone system and the computer network communicate through a telephony server, with no direct physical connection between the telephone and the user's computer. Both types of CTI still enable your telephone to work even if the computer is switched off. The computer merely 'feature enables’ your telephone when it is switched on.

Through CTI, when a customer contacts you, the telephone system can identify them through CLI (Calling Line Identity - the telephone number of the person calling you). This information can be passed to your computer, which can locate the customer's details in your database. Suddenly, you can start greeting callers by name, or notice problems with their order, without the need of having to ask them for account numbers, job numbers etc.

One of the most important features of CTI is 'screen popping'. This is where customer's details are "popped" onto the screen as a call is made or received. Depending on the customer, or the telephone number they rang, different parts of a customer's record can be displayed. For example, the order processing department can see the client contact details; the accounts department the customer's balance, and dispatch the delivery details for the customer's pending order.

Screen popping is useful since you instantly have the appropriate information to hand. There is no need to ask the client for obscure reference numbers, or make the customer wait whilst the database is searching for the appropriate details.

Screen popping makes your business more effective and efficient.

Staff spend more time liasing with customers than searching the database.

Call processing time is lower, so you can employ fewer staff to process the same number of calls.

Your customer feels important, since you can greet them by name.

Screen popping alone can improve your customer service, potentially leading to happier customers which mean more repeat orders. At the same time though, it lowers costs, and increases revenue.

Maximising Resources - CTI is constantly monitoring your telephone system, so can easily answer these questions. It can provide real-time information on the status of your telephone system and staff. Through CTI you can make important decisions on how many people to employ, and at what points during the working day. You can also see which employees work better than others, and instantly assess best practice techniques.

Rather than using your 'gut feeling', CTI can help you make the right decisions based on historic statistics leading to improved customer service and increased profitability.

Some CTI products do not offer analytical features so it is important to choose the right CTI product for your business - therefore things to consider are:

• What level of CTI does the application provide? i.e. does it provide just screen popping, or just call analysis?
• Is it possible to buy into CTI at a low level (e.g. just call analysis), but then easily upgrade at a later date?
• How easily will it integrate with your current system? Will you need a team of developers working for 3 months, or can it be done in a couple of days?
• How much will it cost? No matter how much increased revenue CTI provides, if it costs millions, it's going to be unfeasible.
• How easy is the system to use? Will your staff need months of retraining, or can they be brought up to speed within a few hours?
• Will you need to upgrade your existing telephone system? How much will this cost?
• Will the CTI product provide you with the information that you really need?
• Can this information be tailored to suit your requirements?
• Will you need to change your existing computer system, database or network?
• Is the product widely and easily supported?
• Are their existing users that can testify to its benefits?

Finally, in the long run, the companies that take the market share will be those who adopt CTI today, and benefit from the improved customer service, lower costs, and increased revenue, not to mention those repeat orders.

D

DDI

Direct Dialling In, normally available on ISDN lines. For example, a company may have 5 lines and 50 telephone numbers. When any of the telephone numbers are dialled from outside the call is routed through on any line that is free and the phone system routes the call to the intended recipient. There are three main business benefits:

• Having DDI lines reduces the number of lines required because all lines can be used by all numbers
• Specific telephone numbers can be published or given out allowing a direct connection without having to go through an operator.
• Cut down on the expense of direct lines for faxes

DECT

Digital Enhanced Cordless Telephony. A technology which provides greater clarity and smaller handsets for cordless phones - often used by businesses working within a warehouse environment or where people are on the move between rooms/buildings throughout the day. All DECT systems used by us meet the GAP (General Access Protocol) standard, which allows handsets and base stations from different manufacturers to work together.

DSS

Direct Station Selector. This is a unit which fits alongside a telephone to effectively turn it into an operator console. The unit would normally contain a large number of programmable buttons for dialing purposes or to indicate the status of extensions.

G

Group Ringing

Where group of extensions are 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.

H

Hunting

Where an incoming call is routed to a free extension. Calls are initially directed to a Hunt Group, which 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.

I

ISDN

Meaning Integrated Services Digital Network. An internationally agreed standard of providing digital communication over the Public Switched Telephone Network (PSTN). See also ISDN2 and ISDN30

ISDN2

See also BRI. ISDN2e includes two 64 kbit/s channels. This means you can use simultaneously two telephone lines, fax, computer interconnection and/or the combination of these as you wish or alternatively you have the opportunity of combining the two lines to create one data transmission channel of 128 kbit/s.

By using a network termination unit with two separate outlet points you can connect directly two pieces of ISDN termination equipment (optionally: telephone, fax, PC, etc.). Also, you can opt to have as many as eight pieces of terminal equipment connected provided that they are connected via a suitable distributor.

Additionally, For one ISDN2 access you may ask for ten telephone numbers (see DDI), although you can use only two simultaneously. This allows you to enable individual termination points to have separate numbers so they can be called directly.

ISDN30

See Primary Rate. ISDN30e is a system that provides thirty channels with a speed of 64 kbit/s each. It is ideal for companies with a large number of employees, as well as for those firms that regularly conduct very significant data transmission traffic between the central computer and the local networks.

K

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 LED, buttons and visual displays

L

LCR

Least Cost Routing. Where a telephone system is programmed to modify the digits dialled by a user making an outside call in order to route the call via a low-cost carrier. Typically the routing decision is based on what number has been dialled and it is often possible to have several carriers configured on the same telephone system to take advantage of the cheapest route to any destination.

Least Cost Routing

see LCR

Loud Ringing Bell

An audio warning device to alert someone that a call is ringing. It may simply be an extension bell to a telephone or it could be a set of bells around the building so that anyone can pick up the incoming call.

M

Mailbox

The location where Voicemail messages for a particular user are stored.

MSN

Multiple Subscriber Numbering. An optional feature of ISDN2 lines allowing up to 10 telephone numbers to be assigned to a single line so that equipment 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/her that he/she has not been cut off. Typically music or advertising messages although in some cases a simple reassuring beep is played every few seconds.

N

Night Service

Most telephone systems have at least two operating modes, Day Service and Night Service. Night Service is usually used to route incoming calls to a different destination and/or to apply Call Barring to prevent unauthorised use of the phones by security or cleaning staff.

P

Parallel Port

A parallel port is a connector where information is made available and can be read one whole character (or byte) at a time. See also Serial Port.

POT

Plain Ordinary Telephone. Used to distinguish an ordinary analogue telephone from a Keyphone. Also known as an SLT (single line telephone).

PRI

See Primary Rate Interface

Primary Rate Interface

An ISDN30e circuit providing (in Europe) 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 Interface.

PSTN

Public Switched Telephone Network is the world's collection of interconnected voice-oriented public telephone networks, both commercial and government-owned. It is also referred to as the Plain Old Telephone Service (POTS) and today, it is almost entirely digital in technology except for the final link from the telephone exchange to the user.

Pulse Dialling

Also known as LD (loop-disconnect) dialling. This is a method of dialling where the telephone is alternately disconnected and connected in order to send a signal to the exchange. For example if a digit 7 is dialled this could be signalled by sending 7 disconnection pulses. The frequency and length of the pulses and the number of pulses for each digit can vary from country to country. Note this dialing method is now superseded in most cases by Tone Dialling.

Q

QSIG

A means of signalling between telephone systems using a 2 Mbit/sec digital link, allowing up to 30 simultaneous calls on one circuit.

S

Serial Port

A serial port is a connector where information is made available and can be read one binary digit (bit) at a time. Each character is represented by 8 bits (1 byte) and need to be read in order to obtain each character in the correct sequence. See also Parallel Port

SLT

See POT

T

TAPI

Telephony Application Program Interface. A standard devised by Microsoft Corporation for communication between a computer terminal (or workstation) and a telephone extension. There are several versions of the TAPI standard and various options within the standard so it should not be assumed that all the features of one TAPI compliant device will be available on any other TAPI compliant device. See also TSAPI.

Tone Dialling

Also known as MF (multi-frequency) or DTMF (dual tone multi-frequency). A dialing method which generates audio tones when digits are dialled. These tones are sent down the line and can be detected by telephone systems or other devices.

Trunk

A line connecting a telephone system to another telephone system or to the Public Switched Telephone Network (PSTN).

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. In business today typically often used to transfer an incoming caller externally to a mobile phone.

TSAPI

Telephony System Application Program Interface. A standard devised by Novell Corporation for communication between a network server and a telephone exchange. As TSAPI works at a system level it offers more flexibility than TAPI but is also more complex to implement.

Two-Way Recording

A facility of voicemail systems and answering machines which allows both sides of a telephone conversation to be recorded for later playback - this is often used within organisations for training purposes.

U

UTP

Unshielded Twisted Pair. A type of cable and a term commonly used to differentiate from computer cables using co-axial cable such as 10 Base 2, Thin Ethernet, Thinnet, Thick Ethernet, Thin Ethernet or IBM Twinax.

V

Voicemail

A voicemail system typically provides a central "answering machine" for users of a telephone system. The user diverts his calls to the voicemail system, which will play a personalised message to a caller and allow him/her 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.

Guaranteed Communication with Voicemail

Voicemail eliminates piles of "While You Were Out" slips, lost messages and wasted time. You get the facts straight from the source. Your customers, prospects and suppliers will be able to communicate effectively every time they call. Voicemail allows your callers the flexibility to change, re-record, replay or cancel their message. They can also transfer to a receptionist, or any designated extension. You can't beat the cost savings and increased productivity with Voicemail.

Benefits of Voicemail

• Voicemail reduces call charges and network expenses. Calls are processed faster so callers aren't on hold for as long.
• Receptionists don't need to waste time tracking down employees to deliver messages.
• Employees can prioritise their work schedules. The majority of business calls are less important than the tasks they interrupt. Why write a time-consuming memo when you can simply send a voice message?
• Voicemail eliminates the time and expense required to write and distribute memos.
• You can easily disseminate information to an individual, group or to everyone in your company if you want. Plus an optional certified delivery confirms the time your message was heard.
• Voicemail allows you to record a telephone conversation into your mailbox or any other mailbox you specify. Deciphering sketchy notes is a thing of the past. You can review the conversation at your convenience or forward it to someone else.
• Check your messages any time, day or night, from a touchtone phone anywhere in the world. If you travel, time zone problems are minimised.
• Forward your messages to someone else to handle. Delegate work while on the road and have it completed when you return to the office.
• If you share a phone, a glance at the display will tell you how many messages each individual has received. No more guessing.
• With Caller I.D., you'll know who called even if they don't leave a message.
• You can have the system call you when new messages are received
• Confidentiality. The system notifies you immediately if someone tries to illegally enter your mailbox.

X

XDP

eXtra Device Port. A term used on the Panasonic KX-TD range of digital telephone systems. Each extension port on the system will support a digital keyphone and an analogue phone at the same time and on the same extension number. For example a keyphone will sit on the desk with a cordless phone alongside. Either can be used. They both have the same extension number. When XDP working is enabled in programming they become separate extensions with different numbers, allowing for example the user to be talking on the phone while using a modem to get his e-mail. When XDP is enabled separate sockets can be wired for the digital and the analogue ports, allowing the system size to be doubled. For example a 32 extension system could have 32 digital extensions as well as 32 analogue extensions, all independent of each other using XDP working.