Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-3  
adjunct-controlled split
An ACD split that is administered to be under adjunct control. Agents logged into such splits must do all 
telephony work, ACD login/ logout, and changes of work mode through the adjunct (except for auto-available 
adjunct-controlled splits, whose agents may not log in/out or change work mode).
adjunct-monitored call
An adjunct-controlled call,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-4  
All trunks busy (ATB)
The state in which no trunks are available for call handling.
ALM-ACK
Alarm acknowledge
American Standard Code for Information Interchange 
See ASCII (American Standard Code for Information Interchange)
.
AMW
Automatic Message Waiting
AN
Analog
analog
The representation of information by continuously variable physical quantities such as amplitude, frequency, 
and...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-5  
appearance
A software process that is associated with an extension and whose purpose is to supervise a call. An extension 
can have multiple appearances. Also called call appearance, line appearance, and occurrence. See also call 
appearance.
application
An adjunct that requests and receives ASAI services or capabilities. One or more applications can reside on a 
single adjunct....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-6  
AT M
See asynchronous Transfer Mode (ATM)
.
attendant console
The workstation used by an attendant. The attendant console allows the attendant to originate a call, answer 
an incoming call, transfer a call to another extension or trunk, put a call on hold, and remove a call from hold. 
Attendants using the console can also manage and monitor some system operations. Also called console....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-7  
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost way to send a toll call.
automatic trunk
A trunk that does not require addressing information because the destination is predetermined. A request for 
service on the trunk, called a seizure, is sufficient to route the call. The normal destination of an automatic 
trunk is the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-8  
Bearer capability class (BCC)
Code that identifies the type of a call (for example, voice and different types of data). Determination of BCC 
is based on the caller’s characteristics for non-ISDN endpoints and on the Bearer Capability and Low-Layer 
Compatibility Information Elements of an ISDN endpoint. Current BCCs are 0 (voice-grade data and voice), 
1 (DMI mode 1, 56 kbps data...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-9  
bus
A multiconductor electrical path used to transfer information over a common connection from any of several 
sources to any of several destinations.
business communications terminal (BCT)
A digital data terminal used for business applications. A BCT can function via a data module as a 
special-purpose terminal for services provided by a processor or as a terminal for data entry and...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-10  
Call Management System (CMS)
An application, running on an adjunct processor, that collects information from an ACD unit. CMS enables 
customers to monitor and manage telemarketing centers by generating reports on the status of agents, splits, 
trunks, trunk groups, vectors, and VDNs, and enables customers to partially administer the ACD feature for a 
communications system....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-11  
CA-TSC
Call-Associated Temporary Signaling Connection
cause value
A value is returned in response to requests or in event reports when a denial or unexpected condition occurs. 
ASAI cause values fall into two coding standards: Coding Standard 0 includes any cause values that are part 
of AT&T and CCITT ISDN specifications; Coding standard 3 includes any other ASAI cause values. This...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-12  
central office (CO) codes
The first three digits of a 7-digit public-network telephone number in the United States.
central office (CO) trunk
A telecommunications channel that provides access from the system to the public network through the local 
CO.
CEPT1
European Conference of Postal and Telecommunications Rate 1
channel
1. A circuit-switched call.
2. A communications path for...