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-13  
common-control switching arrangement (CCSA)
A private telecommunications network using dedicated trunks and a shared switching center for 
interconnecting company locations.
communications system
The software-controlled processor complex that interprets dialing pulses, tones, and keyboard characters and 
makes the proper connections both within the system and external to the system....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-14  
CP
Circuit pack
CPE
Customer-premises equipment
CPN
Called-party number
CPN/BN
Calling-party number/billing number
CPTR
Call-progress-tone receiver
CRC
Cyclical Redundancy Checking
critical-reliability system
A system that has the following duplicated items: control carriers, tone clocks, EI circuit packs, and cabling 
between port networks and center-stage switch in a CSS-connected...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-15  
D
DAC
1. Dial access code or Direct Agent Calling
2. See digital-to-analog converter (DAC)
.
data channel
A communications path between two points used to transmit digital signals.
data-communications equipment (DCE)
The equipment (usually a modem, data module, or packet assembler/disassembler) on the network side of a 
communications link that makes the binary serial data from the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-16  
D-channel backup
Type of backup used with Non-Facility Associated Signaling (NFAS). A primary D-channel provides 
signaling for an NFAS D-channel group (two or more PRI facilities). A second D-channel, on a separate PRI 
facility of the NFAS D-channel group, is designated as backup for the D-channel. Failure of the primary 
D-channel causes automatic transfer of call-control signaling...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-17  
•Digital Communications Protocol. The DCP protocol supports 2 information-bearing channels, and 
thus two telephones/data modules. The I1 channel is the DCP channel assigned on the first page of 
the 8411 station form. The I2 channel is the DCP channel assigned on the analog adjunct page of the 
8411 station form or on the data module page. 
digital data endpoints
In DEFINITY ECS,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-18  
disk drive
An electromechanical device that stores data on and retrieves data from one or more disks.
distributed communications system (DCS)
A network configuration linking two or more communications systems in such a way that selected features 
appear to operate as if the network were one system.
DIVA
Data In/Voice Answer
DLC
Data line circuit
DLDM
Data-line data module
DMI...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-19  
DS1
Digital Signal Level 1
DS1C
Digital Signal Level-1 protocol C
DS1 CONV
Digital Signal Level-1 converter
DSI
Digital signal interface
DSU
Data service unit
DTDM
Digital-terminal data module
DTE
Data-terminal equipment
DTGS
Direct Trunk Group Select
DTMF
Dual-tone multifrequency
DTS
Disk-tape system
duplicated common control
Two processors ensuring continuous operation of a...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-20  
EA
Expansion archangel
EAL
Expansion archangel link
ear and mouth (E & M) signaling
Trunk supervisory signaling, used between two communications systems, whereby signaling information is 
transferred through 2-state voltage conditions (on the E and M leads) for analog applications and through a 
single bit for digital applications.
EEBCDIC
Extended Binary-Coded Decimal Interexchange...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-21  
EPN
Expansion-port network
EPROM
Erasable programmable read-only memory
EPSCS
Enhanced Private Switched Communications Services
ERL
Echo return loss
Erlang
A unit of traffic intensity, or load, used to express the amount of traffic needed to keep one facility busy for 
one hour. One Erlang is equal to 36 CCS. See also CCS or hundred call seconds
.
ESF
Extended superframe format
ESPA...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-22  
extension-in
Extension-In (ExtIn) is the work state agents go into when they answer (receive) a non-ACD call. If the agent 
is in Manual-In or Auto-In and receives an extension-in call, it is recorded by CMS as an AUX-In call.
extension-out
The work state that agents go into when they place (originate) a non-ACD call.
external measurements
Those ACD measurements that are made by the...