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-43  
SCSI
See small computer system interface (SCSI)
.
SDDN
Software-Defined Data Network
SDI
Switched Digital International
SDLC
Synchronous data-link control
SDN
Software-defined network 
SFRL
Single-frequency return loss
SID
Station-identification number
simplex system
A system that has no redundant hardware.
simulated bridged appearance
The same as a temporary bridged appearance; allows...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-44  
SPE
Switch Processing Element
SPID
Service Profile Identifier
split 
See ACD work mode
.
split condition
A condition whereby a caller is temporarily separated from a connection with an attendant. A split condition 
automatically occurs when the attendant, active on a call, presses the start button.
split number
The split’s identity to the switch and BCMS.
split report
A report that...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-45  
switch
Any kind of telephone switching system. See also communications system
.
switchhook
The buttons located under the receiver on a voice terminal.
switch-node (SN) carrier
A carrier containing a single switch node, power units, and, optionally, one or two DS1 converter circuit 
packs. An SN carrier is located in a center-stage switch.
switch-node (SN) clock
The circuit pack in an...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-46  
T
T1
A digital transmission standard that in North America carries traffic at the DS1 rate of 1.544 Mbps. A T1 
facility is divided into 24 channels (DS0s) of 64 kbps. These 24 channels, with an overall digital rate of 1.536 
Mbps, and an 8-kbps framing and synchronization channel make up the 1.544-Mbps transmission. When a 
D-channel is present, it occupies channel 24. T1 facilities...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-47  
time slice
See time interval
.
time slot
64 kbps of digital information structured as eight bits every 125 microseconds. In the switch, a time slot refers 
to either a DS0 on a T1 or E1 facility or a 64-kbps unit on the TDM bus or fiber connection between port 
networks.
time slot sequence integrity
The situation whereby the N octets of a wideband call that are transmitted in one T1 or...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-48  
TTY
Teletypewriter
U
UAP
Usage-allocation plan
UART
Universal asynchronous transmitter
UCD
Uniform call distribution
UCL
Unrestricted call list
UDP
See Uniform Dial Plan (UDP)
.
UL
Underwriter Laboratories
UM
User manager
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each terminal in a multiswitch 
configuration such as a DCS or...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-49  
VDN
See vector directory number (VDN)
.
vector directory number (VDN)
An extension that provides access to the Vectoring feature on the switch. Vectoring allows a customer to 
specify the treatment of incoming calls based on the dialed number.
vector-controlled split
A hunt group or ACD split administered with the vector field enabled. Access to such a split is possible only 
by...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-50  
wink-start tie trunk
A trunk with which, after making a connection with a distant switching system for an outgoing call, the 
system waits for a momentary signal (wink) before sending the digits of the called number. Similarly, on an 
incoming call, the system sends the wink signal when ready to receive digits.
work mode
One of four states (Auto-In, Manual-In, ACW, AUX-Work) that an...

Index 
IN-1  
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503   Issue 2
December 1999
IN
Index
Numerics
3-b urst ring ing,3-13
A
AAR and ARS
interactions
Call Vec toring
,3-64
Look Ahead  (LAI) Interflow,3-104
AAR/ARS Partitioning
interactions
VDN in a Coverag e Path
,3-164
Aband oned  Call Search,3-4to3-5
interactions
Call Manag ement System (CMS),3-5
Redirection on No Answer (RONA),3-125
Abbreviated Dialing (AD)
interactions
Ag ent Call Hand ling
,3-20
Exp e r t A g e nt  Sel e c t i on...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-2  
Agent Call Handling,3-8to3-21
after c all work (ACW) mod es,3-12ag ent sizing,3-16ag ents assig ned  to hunt g roup  and ACD c alls,3-19
ag ents with automatic  answer,3-19answering  op tions,3-11Assist b uttons/feature ac c ess c od es (FAC),3-14
Aud io Difficulty b uttons,3-14auto-in mod es,3-12automatic answer,3-11
Automatic  Call Distrib ution (ACD) work modes,3-11auxiliary (AUX) work mod es,3-10,...