Lucent Technologies DEFINITY Enterprise Communications Server CallVisor ASAI Overview Manual

							Terms used in this Document
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call vectoring
A DEFINITY ECS feature that allows customers to program the route of a call.
called party number
The telephone number that the caller used to place the call. In North America, this 
number is composed of ten digits; the number of digits may vary in other areas of 
the world. 
calling party number (CPN)
The telephone number that identifies the caller. In North America, this number is 
composed of ten digits; the number of digits may vary in other areas of the world. 
This number is usually paired with the Billing Number to completely identify the 
caller.
CallVisor ASAI 
Lucent Technologies official product name that is used in conjunction with the 
DEFINITY ECS. CallVisor ASAI provides interactive communication between 
DEFINITY ECS and the application software for the adjunct.
CallVisor PC
CallVisor Personal Computer (PC) software maps to an application programming 
interface (API) for application software.
cause value
A cause value maps to the reason a message was denied or the reason for an 
event.
Computer Telephony Integration (CTI)
A technology that acts as an electronic bridge connecting telephones with 
personal computers.
configuration
The combination of hardware and software that defines a computer or 
telecommunications system. 
contiguous
Connected in an unbroken sequence. 
						

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control
To request call features for a telephone or trunk. Some control features are hold 
and drop.
coverage
A DEFINITY ECS feature that allows incoming calls for a specific telephone to be 
sent to another telephone so that the calls can be answered.
CPN
See calling party number (CPN).
CTI
See Computer Telephony Integration (CTI).
data
A representation of facts, concepts or instructions that can be communicated, 
processed or interpreted. Data can be read on a screen, or from a document or 
memo. Information transmitted by voice is not considered data. 
data terminal
A device that has a keyboard and a screen. A data terminal can be a personal 
computer (pc).
database
A structured set of files.
DEFINITY LAN Gateway
The DEFINITY ECS product name for ASAI-Ethernet.
denying a request
Denying a request is the same as a negative acknowledgement. The denial is 
sent within a Facility Information Element that contains the error condition. A 
cause value is included to specify the error condition. 
See cause value. 
						

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Desk-Top Application
A program that runs on a personal computer (PC) which is typically used by a 
worker in an office. This program can also be called a Computer Telephony 
Integration (CTI) application. 
See Computer Telephony Integration (CTI).
Dialed Number Identification Service (DNIS)
A number dialed by the caller that can be used to identify why the caller is calling.
digit string
A sequence of digits.
disable
To remove an option on a form.
domain
An entity that can be controlled or monitored — such as a telephone or a Vector 
Directory Number (VDN).
DNIS
See Dialed Number Identification Service (DNIS).
drop
To end a call or disconnect a party from a call.
DTMF
See Dual Tone Multi Frequency (DTMF).
Dual Tone Multi Frequency (DTMF)
This term describes touch-tone dialing. A combination of two tones can be heard 
when a button is pressed on the dial pad — one tone is a high frequency and the 
other tone is a low frequency. The Send DTMF Signals feature allows DEFINITY 
ECS to generate the DTMF tones at the adjunct’s request. 
						

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ECMA
European Computer Manufacturer’s Association.
enable
To administer an option on a form.
encode
To convert data into code.
Ethernet
A local area network that connects computers, printers and personal computers 
within the same building. 
event 
In ASAI, a message that reports on the progress or changing state of a call.
event reports
The ASAI feature that allows the DEFINITY ECS to report call-related information 
to the adjunct. Events can be specifically defined to collect statistics on calls.
extension number
A 1 to 5 digit number assigned to a device such as a telephone, Vector Directory 
Number (VDN), Automatic Call Distributor (ACD), etc. Calls are routed through a 
communications system with extension numbers.
feature access code
A number used to activate a DEFINITY ECS feature.
Flexible Billing
A feature that allows the adjunct to change the billing rate for incoming 900 calls.
handshake
A series of signals between the DEFINITY ECS and the adjunct that sets the 
parameters for passing data. 
						

							Terms used in this Document
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heartbeat
An ASAI Maintenance feature that checks that the ASAI link is working.
ICM
See Incoming Call Management (ICM).
IE
See Information Element (IE).
II-Digits
See Information Identifier Digits (II-Digits).
in-band
Signals of tones that pass within the voice frequency band.
incoming call
A call that arrives at DEFINITY ECS from other private telecommunications 
systems or from the public network.
Incoming Call Management (ICM)
Describes applications that receive incoming calls from callers and assigns these 
calls to agents according to a set of rules.
Information Element (IE)
A defined structure within an Integrated Services Digital Network (ISDN) message 
that contains specific information that is related to the call and that message. 
Information Identifier Digits (II-Digits)
These are digits that provide information about the origin of the call (for example, 
the call may originate from a prison, a cellular telephone, etc.)
intraflow
The rerouting of calls from one Automatic Call Distributor (ACD) to a second ACD 
on the 
same server when there is an overload of incoming calls. 
						

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Integrated Services Digital Network (ISDN)
A public or private network that provides end-to-end digital communications to 
support a wide range of voice and data features.
See also Basic Rate Interface (BRI) and Primary Rate Interface (PRI).
interflow 
The rerouting of calls from one Automatic Call Distributor (ACD) to a second ACD 
on 
another server when there is an overload of incoming calls.
Internet Protocol (IP)
Software that tracks the Internet addresses of nodes. It also routes outgoing 
messages and acknowledges incoming messages. 
See Transfer Control 
Protocol/Internet Protocol (TCP/IP).
IP
See Internet Protocol (IP).
ISDN
See Integrated Services Digital Network (ISDN)
LAN
See Local Area Network.
library 
A set of programs that runs on an adjunct computer to provide the ASAI interface 
between the DEFINITY ECS and an application program.
link
A channel or system that connects two devices.
load balancing
In ASAI, the even distribution of messages or calls. 
						

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Local Area Network (LAN) 
Two or more computers that are connected together by cable to exchange and 
share information and other resources (for example, printers and disk drives). 
LANs are limited to a locally-defined geographic area. 
log in
Describes an agent signing into an Automatic Call Distributor (ACD) when calls 
are ready to be received. 
log out
Describes an agent signing out of an Automatic Call Distributor (ACD) when calls 
are no longer being taken.
monitor
To receive event reports for call events that occur on the server.
notification
A feature that allows the adjunct to request and cancel event reports for calls.
OCM
See Outgoing Call Management (OCM).
off-hook
Describes the state of the telephone when the handset is lifted from the cradle. In 
this state, dial tone can be heard signaling that the telephone has connected to 
the central office and is ready for a called to be placed.
on-hook
Describes the state of the telephone when the handset is resting in the cradle. In 
this state, the telephone is not active but is ready to receive incoming calls. Users 
are alerted to an incoming call by the ringing of the bell in the telephone.
outcome
A result or end state. 
						

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outgoing call
A call placed from DEFINITY ECS to a destination residing on the public network 
or in another server.
Outgoing Call Management (OCM)
Describes an application that places outgoing calls to customers (from agents). 
Agents can review product or customer information while the call is being placed.
party 
A participant on a call.
pc
See personal computer (PC).
personal computer (PC) 
A device that has a keyboard and screen which is used to enter and receive 
information.
See also data terminal
port
A connection or link between two devices that allows for the exchange of 
information. 
predictive call 
An outgoing call placed from within the server to a destination; the server detects 
the call status (ring, no answer, answer, busy, etc.) and decides what to do with 
that call. Typically, an answered call is directed to an agent, and busy calls that 
are not answered are disconnected.
predictive dialing
This is an Outgoing Call Management (OCM) feature that allows the adjunct to 
place calls for an agent. Answered calls are sent to an agent and non-answered 
calls are disconnected.
preview dialing
This is an Outgoing Call Management (OCM) feature that allows the adjunct to 
display customer information about the call before the call is placed by the agent.  
						

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PRI
See Primary Rate Interface (PRI).
Primary Rate Interface (PRI)
The frame format standard of Integrated Services Digital Network (ISDN) that 
specifies the protocol that is used between two communications systems. 
See also Integrated Services Digital Network (ISDN) and Basic Rate Interface 
(BRI).
protocol
A set of rules or standards that describes how information is organized and how 
this information is transmitted and received.
queue
An ordered sequence of calls. 
relinquish
A term that means to surrender or give up. For example, to relinquish control of a 
call.
resume
A term that means to start again or to restore. For example, to resume alarms.
routing
Directing a call to a specific destination.
screen pop 
A screen that is displayed temporarily to request or display information. 
selective
A term that refers to a specific choice or action. For example, the Selective 
Listening feature in ASAI indicates that a specific party can be disconnected from 
listening to another party. 
						

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server
The equipment used to connect calls; in this document server refers to the 
DEFINITY Enterprise Communications Server.
set value
This is an ASAI feature that allows the adjunct to define values for certain items 
such as a billing rate or for the waiting message lamp on the telephone.
skill
In a call center, a skill is a specific business requirement. Agents in Automatic Call 
Distributor (ACD) hunt groups are assigned to specific skills. For example, an 
agent may be assigned to a skill that provides customer service for a specific 
product.
suspend
This is a term that means to stop (for example, to suspend alarms or to suspend a 
process).
Telephony Server Applications Program Interface 
(TSAPI)
This is a programming interface that is used for call control, call monitoring and 
call routing.
threshold
A numeric value that sets upper limits for performance.
touch-tone detector
A hardware component that collects the Dual Tone Multi Frequency (DTMF) digits 
entered by the caller.
Transfer Control Protocol/Internet Protocol 
(TCP/IP)
A set of protocols that can link together different types of computers across many 
types of networks. 
See also Internet Protocol (IP)l.
trunk
A trunk connects the telephone network to DEFINITY ECS.