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. The communications system 
itself consists of a digital computer, software, storage device, and carriers with special hardware to perform 
the connections. A communications system provides voice and data communications services, including 
access to public and private networks, for telephones and data terminals on a customer’s premises. See also 
switch
.
confirmation tone
A tone confirming that feature activation, deactivation, or cancellation has been accepted.
connectivity
The connection of disparate devices within a single system.
console
See attendant console
.
contiguous
Adjacent DS0s within one T1 or E1 facility or adjacent TDM or fiber time slots. The first and last TDM bus, 
DS0, or fiber time slots are not considered contiguous (no wraparound). For an E1 facility with a D-channel, 
DS0s 15 and 17 are considered contiguous.
control cabinet
See control carrier
.
control carrier
A carrier in a multicarrier cabinet that contains the SPE circuit packs and, unlike an R5r control carrier, port 
circuit packs. Also called control cabinet in a single-carrier cabinet. See also switch-processing element 
(SPE).
controlled station
A station that is monitored and controlled via a domain-control association.
COR
See Class of Restriction (COR)
.
COS
See Class of Service (COS)
.
coverage answer group
A group of up to eight voice terminals that ring simultaneously when a call is redirected to it by Call 
Coverage. Any one of the group can answer the call.
coverage call
A call that is automatically redirected from the called party’s extension to an alternate answering position 
when certain coverage criteria are met.
coverage path
The order in which calls are redirected to alternate answering positions.
coverage point
An extension or attendant group, VDN, or ACD split designated as an alternate answering position in a 
coverage path.
covering user
A person at a coverage point who answers a redirected call. 
						

							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 system. See also duplicated common 
control, and duplication.
CSA
Canadian Safety Association
CSCC
Compact single-carrier cabinet
CSCN
Center-stage control network
CSD
Customer-service document
CSM
Centralized System Management
CSS
See center-stage switch (CSS)
.
CSSO
Customer Services Support Organization
CSU
Channel service unit
CTS
Clear to Send
CWC
See call work code
. 
						

							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 source or transmitter compatible with the 
communications channel.
data link
The configuration of physical facilities enabling end terminals to communicate directly with each other.
data module
An interconnection device between a BRI or DCP interface of the switch and data terminal equipment or data 
communications equipment.
data path
The end-to-end connection used for a data communications link. A data path is the combination of all 
elements of an interprocessor communication in a DCS.
data port
A point of access to a computer that uses trunks or lines for transmitting or receiving data.
data rate
See bit rate
.
data service unit (DSU)
A device that transmits digital data on transmission facilities.
data terminal
An input/output (I/O) device that has either switched or direct access to a host computer or to a processor 
interface.
data terminal equipment (DTE)
Equipment consisting of the endpoints in a connection over a data circuit. In a connection between a data 
terminal and host, the terminal, the host, and their associated modems or data modules make up the DTE. 
dB
Decibel
dBA
Decibels in reference to amperes.
dBrnC
Decibels above reference noise with C filter.
DC
Direct current
DCE
Data-communications equipment 
						

							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 to the backup D-channel. The backup becomes 
the primary D-channel. When the failed channel returns to service, it becomes the backup D-channel.
DCO
Digital central office
DCP
Digital Communications Protocol
DCS
Distributed Communications System
DDC
Direct Department Calling
DDD
Direct Distance Dialing
delay-dial trunk
A trunk that allows dialing directly into a communications system (digits are received as they are dialed).
denying a request
Sending a negative acknowledgement (NAK), done by sending an FIE with a return error component (and a 
cause value). It should not be confused with the denial event report that applies to calls.
designated voice terminal
The specific voice terminal to which calls, originally directed to a certain extension, are redirected. 
Commonly used to mean the forwarded-to terminal when Call Forwarding All Calls is active.
dial-repeating trunks
A PBX tie trunk that is capable of handling PBX station-signaling information without attendant assistance.
dial-repeating tie trunk
A tie trunk that transmits called-party addressing information between two communications systems.
DID
Direct Inward Dialing
digit conversion
A process used to convert specific dialed numbers into other dialed numbers.
digital
The representation of information by discrete steps. See also analog
.
digital communications protocol (DCP)
•A proprietary protocol used to transmit both digitized voice and digitized data over the same 
communications link. A DCP link is made up of two 64-kbps information (I-) channels and one 
8-kbps signaling (S-) channel. 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.  
						

							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, devices such as the 510D terminal or the 515-type business communications terminal 
(BCT).
digital multiplexed interface (DMI)
An interface that provides connectivity between a communications system and a host computer or between 
two communications systems using DS1 24th-channel signaling. DMI provides 23 64-kbps data channels and 
1 common-signaling channel over a twisted-pair connection. DMI is offered through two capabilities: 
bit-oriented signaling (DMI-BOS) and message-oriented signaling (DMI-MOS).
digital signal level 0 (DS0)
A single 64-kbps voice channel. A DS0 is a single 64-kbps channel in a T1 or E1 facility and consists of eight 
bits in a T1 or E1 frame every 125 microseconds.
digital signal level 1 (DS1)
A single 1.544-Mbps (United States) or 2.048-Mbps (outside the United States) digital signal carried on a T1 
transmission facility. A DS1 converter complex consists of a pair, one at each end, of DS1 converter circuit 
packs and the associated T1/E1 facilities.
digital terminal data module (DTDM)
An integrated or adjunct data module that shares with a digital telephone the same physical port for 
connection to a communications system. The function of a DTDM is similar to that of a PDM and MPDM in 
that it converts RS-232C signals to DCP signals.
digital-to-analog converter (DAC)
A device that converts data in digital form to the corresponding analog signals. See also analog-to-digital 
converter (ADC).
digital transmission
A mode of transmission in which information to be transmitted is first converted to digital form and then 
transmitted as a serial stream of pulses.
digital trunk
A circuit that carries digital voice and/or digital data in a telecommunications channel.
DIOD
Direct Inward and Outward Dialing
direct agent
A feature, accessed only via ASAI, that allows a call to be placed in a split queue but routed only to a specific 
agent in that split. The call receives normal ACD call treatment (for example, announcements) and is 
measured as an ACD call while ensuring that a particular agent answers.
Direct Extension Selection (DXS)
A feature on an attendant console that allows an attendant direct access to voice terminals by pressing a 
group-select button and a DXS button.
Direct Inward Dialing (DID)
A feature that allows an incoming call from the public network (not FX or WATS) to reach a specific 
telephone without attendant assistance.
Direct Inward Dialing (DID) trunk
An incoming trunk used for dialing directly from the public network into a communications system without 
help from the attendant. 
						

							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
Digital-multiplexed interface
DND
Do not disturb
DNIS
Dialed-Number Identification Service
DOD
Direct Outward Dialing
domain
VDNs, ACD splits, and stations. The VDN domain is used for active-notification associations. The ACD-split 
domain is for active-notification associations and domain-control associations. The station domain is used for 
the domain-control associations.
domain-control association
A Third Party Domain Control Request capability initiates a unique CRV/link number combination, which is 
referred to as a domain-control association.
domain-controlled split
A split for which Third Party Domain Control request has been accepted. A domain-controlled split provides 
an event report for logout.
domain-controlled station
A station for which a Third_Party_Domain_Control request has been accepted. A domain-controlled station 
provides event reports for calls that are alerting, connected, or held at the station.
domain-controlled station on a call
A station that is active on a call, and which provides event reports over one or two domain-control 
associations.
DOSS
Delivery Operations Support System
DOT
Duplication Option Terminal
DPM
Dial Plan Manager
DPR
Dual-port RAM 
						

							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 communications system. While one processor is online, 
the other functions as a backup. The backup processor goes online periodically or when a problem occurs.
duplication
The use of redundant components to improve availability. When a duplicated subsystem fails, its backup 
redundant system automatically takes over.
duplication option
A system option that duplicates the following: control carrier containing the SPE, EI circuit packs in carriers, 
fiber-optic cabling between port networks, and center-stage switch in a CSS-connected system.
DWBS
DEFINITY Wireless Business System
DXS
Direct extension selection
E
E1
A digital transmission standard that carries traffic at 2.048 Mbps. The E1 facility is divided into 32 channels 
(DS0s) of 64 kbps information. Channel 0 is reserved for framing and synchronization information. A 
D-channel occupies channel 16.
E & M
Ear and mouth (receive and transmit) 
						

							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 Code
ECC
Error Correct Code
ECMA
European Computer Manufacturers Association
EFP
Electronic power feed
EI
Expansion interface
EIA
Electronic Industries Association
EIA-232
A physical interface specified by the EIA. EIA-232 transmits and receives asynchronous data at speeds of up 
to 19.2 kbps over cable distances of up to 50 feet. EIA-232 replaces RS-232 protocol in some DEFINITY 
applications.
electronic tandem network (ETN)
A tandem tie-trunk network that has automatic call-routing capabilities based on the number dialed and the 
most preferred route available. Each switch in the network is assigned a unique private network office code 
(RNX), and each voice terminal is assigned a unique extension.
Electronics Industries Association (EIA)
A trade association of the electronics industry that establishes electrical and functional standards.
emergency transfer
If a major system failure occurs, automatic transfer is initiated to a group of telephones capable of making 
outgoing calls. The system operates in this mode until the failure is repaired and the system automatically 
returns to normal operation. Also called power-failure transfer.
EMI
Electromagnetic interference
end-to-end signaling
The transmission of touch-tone signals generated by dialing from a voice terminal to remote computer 
equipment. These digits are sent over the trunk as DTMF digits whether the trunk signaling type is marked as 
tone or rotary and whether the originating station is tone or rotary. Example: a call to a voice-mail machine or 
automated-attendant service. A connection is first established over an outgoing trunk. Then additional digits 
are dialed to transmit information to be processed by the computer equipment.
enhanced private-switched communications service (EPSCS)
An analog private telecommunications network based on the No. 5 crossbar and 1A ESS that provides 
advanced voice and data telecommunications services to companies with many locations. 
						

							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
European Standard Paging Access
ETA
Extended Trunk Access; also Enhanced Terminal Administration
ETN
Electronic tandem network
ETSI
European Telecommunications Standards Institute
expansion archangel (EAA)
A network-control microprocessor located on an expansion interface (EI) port circuit pack in an expansion 
port network. The EA provides an interface between the EPN and its controlling switch-processing element.
expansion-archangel link (EAL)
A link-access function on the D-channel (LAPD) logical link that exists between a switch-processing element 
and an expansion archangel (EA). The EAL carries control messages from the SPE to the EA and to port 
circuit packs in an expansion port network.
expansion control cabinet
See expansion control carrier
.
expansion control carrier
A carrier in a multicarrier cabinet that contains extra port circuit packs and a maintenance interface. Also 
called expansion control cabinet in a single-carrier cabinet.
expansion interface (EI)
A port circuit pack in a port network that provides the interface between a PN’s TDM bus/ packet bus and a 
fiber-optic link. The EI carries circuit-switched data, packet-switched data, network control, timing control, 
and DS1 control. In addition, an EI in an expansion port network communicates with the master maintenance 
circuit pack to provide the EPN’s environmental and alarm status to the switch-processing element.
expansion port network (EPN)
A port network (PN) that is connected to the TDM bus and packet bus of a processor port network (PPN). 
Control is achieved by indirect connection of the EPN to the PPN via a port-network link (PNL). See also port 
network (PN). 
						

							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 External CMS adjunct.
extension
A 1- to 5-digit number by which calls are routed through a communications system or, with a Uniform Dial 
Plan (UDP) or main-satellite dialing plan, through a private network.
external call
A connection between a communications system user and a party on the public network or on another 
communications system in a private network.
F
FA C
Feature Access Code
facility
A telecommunications transmission pathway and associated equipment.
facility-associated signaling (FAS)
Signaling for which a D-channel carries signaling only for those channels on the same physical interface.
FA S
Facility-associated signaling
FAT
Facility access trunk
FA X
Facsimile
FCC
Federal Communications Commission
FEAC
Forced Entry of Account Codes
feature
A specifically defined function or service provided by the system.
feature button
A labeled button on a telephone or attendant console used to access a specific feature.
FEP
Front-end processor
FIC
Facility interface codes