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, active-notification call, or call that provides event reporting over a domain-control 
association.
Adjunct-Switch Application Interface (ASAI)
A recommendation for interfacing adjuncts and communications systems, based on the CCITT Q.932 
specification for layer 3.
ADM
Asynchronous data module
administer
To access and change parameters associated with the services or features of a system.
Administered Connection (AC)
A feature that allows the switch to automatically establish and maintain end-to-end connections between 
access endpoints (trunks) and/or data endpoints (data modules).
administration group
See capability group
.
administration terminal
A terminal that is used to administer and maintain a system. See also terminal
.
Administration Without Hardware (AWOH)
A feature that allows administration of ports without associated terminals or other hardware.
ADU
See asynchronous data unit (ADU)
.
AE
See access endpoint
.
after-call work (ACW) mode
A mode in which agents are unavailable to receive ACD calls. Agents enter the ACW mode to perform 
ACD-related activities such as filling out a form after an ACD call.
AG
ASAI Gateway
agent
A person who receives calls directed to a split. A member of an ACD hunt group or ACD split. Also called an 
ACD agent.
agent report
A report that provides historical traffic information for internally measured agents.
AIM
Asynchronous interface module
AIOD
Automatic Identification of Outward Dialing
ALBO
Automatic Line Build Out 
						

							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 phase. See also digital
.
analog data
Data that is transmitted over a digital facility in analog (PCM) form. The data must pass through a modem 
either at both ends or at a modem pool at the distant end.
analog telephone
A telephone that receives acoustic voice signals and sends analog electrical signals along the telephone line. 
Analog telephones are usually served by a single wire pair (tip and ring). The model-2500 telephone set is a 
typical example of an analog telephone.
analog-to-digital converter (ADC)
A device that converts an analog signal to digital form. See also digital-to-analog converter (DAC)
.
angel
A microprocessor located on each port card in a processor port network (PPN). The angel uses the 
control-channel message set (CCMS) to manage communications between the port card and the archangel on 
the controlling switch-processing element (SPE). The angel also monitors the status of other microprocessors 
on a port card and maintains error counters and thresholds.
ANI
See Automatic Number Identification (ANI)
.
ANSI
American National Standards Institute. A United States professional/technical association supporting a 
variety of standards.
answerback code
A number used to respond to a page from a code-calling or loudspeaker-paging system, or to retrieve a parked 
call.
AOL
Attendant-offered load
AP
Applications processor
APLT
Advanced Private-Line Termination 
						

							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. However, the switch cannot distinguish among several applications residing on the same 
adjunct and treats the adjunct, and all resident applications, as a single application. The terms application and 
adjunct are used interchangeably throughout this document.
applications processor
A micro-computer based, program controlled computer providing application services for the DEFINITY 
switch. The processor is used with several user-controlled applications such as traffic analysis and electronic 
documentation.
application service element
See capability group
.
architecture
The organizational structure of a system, including hardware and software.
ARS
See Automatic Route Selection (ARS)
.
ASAI
See Adjunct-Switch Application Interface (ASAI)
ASCII (American Standard Code for Information Interchange)
The standard code for representing characters in digital form. Each character is represented by an 8-bit code 
(including parity bit).
association
A communication channel between adjunct and switch for messaging purposes. An active association is one 
that applies to an existing call on the switch or to an extension on the call.
asynchronous data transmission
A method of transmitting data in which each character is preceded by a start bit and followed by a stop bit, 
thus permitting data characters to be transmitted at irregular intervals. This type transmission is advantageous 
when transmission is not regular (characters typed at a keyboard). Also called asynchronous transmission. 
See also synchronous data transmission
.
asynchronous data unit (ADU)
A device that allows direct connection between RS-232C equipment and a digital switch.
asynchronous Transfer Mode (ATM)
A packet-like switching technology in which data is transmitted in fixed-size (53-byte) cells. ATM provides 
high-speed access for data communication in LAN, campus, and WAN environments.
AT B
See All trunks busy (ATB)
. 
AT D
See Attention dial (ATD)
.
attendant
A person at a console who provides personalized service for incoming callers and voice-services users by 
performing switching and signaling operations. See also attendant console
. 
						

							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. See 
also attendant
.
Attention dial (ATD)
A command in the Hayes modem command set for asynchronous modems.
Audio Information Exchange (AUDIX)
A fully integrated voice-mail system. Can be used with a variety of communications systems to provide 
call-history data, such as subscriber identification and reason for redirection.
AUDIX
See Audio Information Exchange (AUDIX)
.
auto-in trunk group
Trunk group for which the CO processes all of the digits for an incoming call. When a CO seizes a trunk from 
an auto-in trunk group, the switch automatically connects the trunk to the destination — typically an ACD 
split where, if no agents are available, the call goes into a queue in which callers are answered in the order in 
which they arrive.
Auto-In Work mode
One of four agent work modes: the mode in which an agent is ready to process another call as soon as the 
current call is completed.
Automatic Alternate Routing (AAR)
A feature that routes calls to other than the first-choice route when facilities are unavailable.***
Automatic Callback (ACB)
A feature that enables internal callers, upon reaching a busy extension, to have the system automatically 
connect and ring both parties when the called party becomes available.
Automatic Call Distribution (ACD)
A feature that answers calls, and then, depending on administered instructions, delivers messages appropriate 
for the caller and routes the call to an agent when one becomes available.
Automatic Call Distribution (ACD) split
A method of routing calls of a similar type among agents in a call center. Also, a group of extensions that are 
staffed by agents trained to handle a certain type of incoming call.
Automatic calling unit (ACU)
A device that places a telephone call.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting. A high number of very short calls 
or a low number of very long calls may signify a faulty trunk.
Automatic Number Identification (ANI)
Representation of the calling number, for display or for further use to access information about the caller. 
Available with Signaling System 7.
automatic restoration
A service that restores disrupted connections between access endpoints (nonsignaling trunks) and data 
endpoints (devices that connect the switch to data terminal and/or communications equipment). Restoration is 
done within seconds of a service disruption so that critical data applications can remain operational. 
						

							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 communications-system attendant group. Also called automatic incoming trunk and automatic tie 
trunk.
AUX
Auxiliary
auxiliary equipment
Equipment used for optional system features, such as Loudspeaker Paging and Music-on-Hold.
auxiliary trunk
A trunk used to connect auxiliary equipment, such as radio-paging equipment, to a communications system.
Aux-Work mode
A work mode in which agents are unavailable to receive ACD calls. Agents enter Aux-Work mode when 
involved in non-ACD activities such as taking a break, going to lunch, or placing an outgoing call.
AV D
Alternate voice/data
AW O H
See Administration Without Hardware (AWOH)
.
AW G
American Wire Gauge
AW T
Average work time
B
B8ZS
Bipolar Eight Zero Substitution.
bandwidth
The difference, expressed in hertz, between the defined highest and lowest frequencies in a range.
barrier code
A security code used with the Remote Access feature to prevent unauthorized access to the system.
baud
A unit of transmission rate equal to the number of signal events per second. See also bit rate
 and bits per 
second (bps).
BCC
See Bearer capability class (BCC)
.
BCMS
Basic Call Management System
BCT
See business communications terminal (BCT)
. 
						

							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 transmission), 2 (DMI mode 2, synchronous/asynchronous data transmission up 
to 19.2 kbps) 3 (DMI mode 3, 64 kbps circuit/packet data transmission), 4 (DMI mode 0, 64 kbps 
synchronous data), 5 (temporary signaling connection, and 6 (wideband call, 128–1984 kbps synchronous 
data).
BER
Bit error rate
BHCC
Busy-hour call completions
bit (binary digit)
One unit of information in binary notation, having two possible values: 0 or 1.
bits per second (bps)
The number of binary units of information that are transmitted or received per second. See also baud
 and bit 
rate.
bit rate
The speed at which bits are transmitted, usually expressed in bits per second. Also called data rate. See also 
baud
 and bits per second (bps).
BLF
Busy Lamp Field
BN
Billing number
BOS
Bit-oriented signaling
BPN
Billed-party number
bps
See bits per second (bps)
.
bridge (bridging)
The appearance of a voice terminal’s extension at one or more other voice terminals.
BRI
The ISDN Basic Rate Interface specification.
bridged appearance
A call appearance on a voice terminal that matches a call appearance on another voice terminal for the 
duration of a call.
BTU
British Thermal Unit
buffer
1. In hardware, a circuit or component that isolates one electrical circuit from another. Typically, a buffer 
holds data from one circuit or process until another circuit or process is ready to accept the data.
2. In software, an area of memory that is used for temporary storage. 
						

							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 retrieval.
BX.25
A version of the CCITT X.25 protocol for data communications. BX.25 adds a fourth level to the standard 
X.25 interface. This uppermost level combines levels 4, 5, and 6 of the ISO reference model.
bypass tie trunks
A 1-way, outgoing tie trunk from a tandem switch to a main switch in an ETN. Bypass tie trunks, provided in 
limited quantities, are used as a last-choice route when all trunks to another tandem switch are busy. Bypass 
tie trunks are used only if all applicable intertandem trunks are busy.
byte
A sequence of (usually eight) bits processed together.
C
CACR
Cancellation of Authorization Code Request
cabinet
Housing for racks, shelves, or carriers that hold electronic equipment.
cable
Physical connection between two pieces of equipment (for example, data terminal and modem) or between a 
piece of equipment and a termination field.
cable connector
A jack (female) or plug (male) on the end of a cable. A cable connector connects wires on a cable to specific 
leads on telephone or data equipment.
CAG
Coverage answer group
call appearance
1. For the attendant console, six buttons, labeled a–f, used to originate, receive, and hold calls. Two lights next 
to the button show the status of the call appearance.
2. For the voice terminal, a button labeled with an extension and used to place outgoing calls, receive 
incoming calls, or hold calls. Two lights next to the button show the status of the call appearance.
call-control capabilities
Capabilities (Third Party Selective Hold, Third Party Reconnect, Third Party Merge) that can be used in 
either of the Third Party Call Control ASE (cluster) subsets (Call Control and Domain Control).
Call Detail Recording (CDR)
A feature that uses software and hardware to record call data (same as CDRU).
Call Detail Recording utility (CDRU)
Software that collects, stores, optionally filters, and outputs call-detail records. 
						

							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.
call-reference value (CRV)
An identifier present in ISDN messages that associates a related sequence of messages. In ASAI, CRVs 
distinguish between associations.
call vector
A set of up to 15 vector commands to be performed for an incoming or internal call.
callback call
A call that automatically returns to a voice-terminal user who activated the Automatic Callback or Ringback 
Queuing feature.
call-waiting ringback tone
A low-pitched tone identical to ringback tone except that the tone decreases in the last 0.2 seconds (in the 
United States). Call-waiting ringback tone notifies the attendant that the Attendant Call Waiting feature is 
activate and that the called party is aware of the waiting call. Tones in international countries may sound 
different.
call work code
A number, up to 16 digits, entered by ACD agents to record the occurrence of customer-defined events (such 
as account codes, social security numbers, or phone numbers) on ACD calls.
CAMA
Centralized Automatic Message Accounting
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
carried load
The amount of traffic served by traffic-sensitive facilities during a given interval.
CARR-POW
Carrier Port and Power Unit for AC Powered Systems
CAS
Centralized Attendant Service or Call Accounting System
CCS or hundred call seconds
A unit of call traffic. Call traffic for a facility is scanned every 100 seconds. If the facility is busy, it is 
assumed to have been busy for the entire scan interval. There are 3600 seconds per hour. The Roman numeral 
for 100 is the capital letter C. The abbreviation for call seconds is CS. Therefore, 100 call seconds is 
abbreviated CCS. If a facility is busy for an entire hour, then it is said to have been busy for 36 CCS. See also 
Erlang
.
capability
A request or indication of an operation. For example, Third Party Make Call is a request for setting up a call; 
event report is an indication that an event has occurred.
capability group
Set of capabilities, determined by switch administration, that can be requested by an application. Capability 
groups denote association types. For example, Call Control is a type of association that allows certain 
functions (the ones in the capability group) to be performed over this type of association. Also referred to as 
administration groups or application service elements (ASEs).  
						

							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 
document uses a notation for cause value where the coding standard for the cause is given first, then a slash, 
then the cause value. Example: CS0/100 is coding standard 0, cause value 100.
CBC
Call-by-call or coupled bonding conductor
CC
Country code
CCIS
Common-Channel Interoffice Signaling
CCITT
CCITT (Comitte Consultatif International Telephonique et Telegraphique), now called International 
Telecommunications Union (ITU). See International Telecommunications Union (ITU)
.
CCMS
Control-Channel Message Set
CCS
See CCS or hundred call seconds
.
CCSA
Common-Control Switching Arrangement
CDM
Channel-division multiplexing
CDOS
Customer-dialed and operator serviced
CDR
See Call Detail Recording (CDR)
.
CDRP
Call Detail Record Poller
CDRR
Call Detail Recording and Reporting
CDRU
See Call Detail Recording utility (CDRU)
.
CEM
Channel-expansion multiplexing
center-stage switch (CSS)
The central interface between the processor port network and expansion port networks in a CSS-connected 
system.
central office (CO)
The location housing telephone switching equipment that provides local telephone service and access to toll 
facilities for long-distance calling. 
						

							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 transmitting voice and data.
3. In wideband, all of the time slots (contiguous or noncontiguous) necessary to support a call. Example: an 
H0-channel uses six 64-kbps time slots.
4. A DS0 on a T1 or E1 facility not specifically associated with a logical circuit-switched call; analogous to a 
single trunk.
channel negotiation
The process by which the channel offered in the Channel Identification Information Element (CIIE) in the 
SETUP message is negotiated to be another channel acceptable to the switch that receives the SETUP 
message and ultimately to the switch that sent the SETUP. Negotiation is attempted only if the CIIE is 
encoded as Preferred. Channel negotiation is not attempted for wideband calls.
CI
Clock input
circuit
1. An arrangement of electrical elements through which electric current flows.
2. A channel or transmission path between two or more points.
circuit pack
A card on which electrical circuits are printed, and IC chips and electrical components are installed. A circuit 
pack is installed in a switch carrier.
CISPR
International Special Committee on Radio Interference
Class of Restriction (COR)
A feature that allows up to 64 classes of call-origination and call-termination restrictions for voice terminals, 
voice-terminal groups, data modules, and trunk groups. See also Class of Service (COS)
.
Class of Service (COS)
A feature that uses a number to specify if voice-terminal users can activate the Automatic Callback, Call 
Forwarding All Calls, Data Privacy, or Priority Calling features. See also Class of Restriction (COR)
.
cm
Centimeter
CM
Connection Manager
CMDR
Centralized Message Detail Recording
CMS
Call Management System
CO
See central office (CO)
.