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-23  
fiber optics
A technology using materials that transmit ultrawideband electromagnetic light-frequency ranges for 
high-capacity carrier systems.
fixed
A trunk allocation term. In the fixed allocation scheme, the time slots necessary to support a wideband call are 
contiguous, and the first time slot is constrained to certain starting points.
flexible
A trunk allocation term. In the flexible allocation scheme, the time slots of a wideband call can occupy 
noncontiguous positions within a single T1 or E1 facility.
floating
A trunk allocation term. In the floating allocation scheme, the time slots of a wideband call are contiguous, 
but the position of the first time slot is not fixed.
FNPA
Foreign Numbering-Plan Area
foreign-exchange (FX)
A CO other than the one providing local access to the public telephone network.
foreign-exchange trunk
A telecommunications channel that directly connects the system to a CO other than its local CO.
foreign numbering-plan area code (FNPAC)
An area code other than the local area code, that must be dialed to call outside the local geographical area.
FRL
Facilities Restriction Level
FX
Foreign exchange
G
G3-MA
Generic 3 Management Applications
G3-MT
Generic 3 Management Terminal
G3r
Generic 3, RISC (Reduced Instruction Set Computer)
generalized route selection (GRS)
An enhancement to Automatic Alternate Routing/Automatic Route Selection (AAR/ARS) that performs 
routing based on call attributes, such as Bearer Capability Classes (BCCs), in addition to the address and 
facilities restriction level (FRL), thus facilitating a Uniform Dial Plan (UDP) that is independent of the type 
of call being placed.
glare
The simultaneous seizure of a 2-way trunk by two communications systems, resulting in a standoff.
GM
Group manager 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-24  
GPTR
General-purpose tone receiver
grade of service
The number of call attempts that fail to receive service immediately. Grade of service is also expressed as the 
quantity of all calls that are blocked or delayed.
ground-start trunk
A trunk on which, for outgoing calls, the system transmits a request for services to a distant switching system 
by grounding the trunk ring lead. To receive the digits of the called number, that system grounds the trunk tip 
lead. When the system detects this ground, the digits are sent.
GRS
Generalized Route Selection
H
H0
An ISDN information transfer rate for 384-kbps data defined by CCITT and ANSI standards.
H11
An ISDN information transfer rate for 1536-kbps data defined by CCITT and ANSI standards.
H12
An ISDN information transfer rate for 1920-kbps data defined by CCITT and ANSI standards.
handshaking logic
A format used to initiate a data connection between two data module devices.
hertz (Hz)
A unit of frequency equal to one cycle per second.
high-reliability system
A system having the following: two control carriers, duplicate expansion interface (EI) circuit packs in the 
PPN (in R5r with CSS), and duplicate switch node clock circuit packs in the switch node (SN) carriers. See 
also duplicated common control
, duplication, duplication option, and critical-reliability system.
HNPA
See home numbering-plan area code (HNPA)
.
holding time
The total length of time in minutes and seconds that a facility is used during a call.
home numbering-plan area code (HNPA)
The local area code. The area code does not have to be dialed to call numbers within the local geographical 
area.
hop
Nondirect communication between two switch communications interfaces (SCI) where the SCI message 
passes automatically without intermediate processing through one or more intermediate SCIs.
host computer
A computer, connected to a network, that processes data from data-entry devices.
hunt group
A group of extensions that are assigned the Station Hunting feature so that a call to a busy extension reroutes 
to an idle extension in the group. See also ACD work mode
. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-25  
Hz
See hertz (Hz)
.
I
I1
The first information channel of DCP.
I2
The second information channel of DCP.
I2 Interface
A proprietary interface used for the DEFINITY Wireless Business System for the radio-controller circuit 
packs. Each interface provides communication between the radio-controller circuit pack and up to two 
wireless fixed bases. 
I3 Interface
A proprietary interface used for the DEFINITY Wireless Business System for the cell antenna units. Each 
wireless fixed base can communicate to up to four cell antenna units.
IAS
Inter-PBX Attendant Service
ICC
Intercabinet cable or intercarrier cable
ICD
Inbound Call Director
ICDOS
International Customer-Dialed Operator Service
ICHT
Incoming call-handling table
ICI
Incoming call identifier
ICM
Inbound Call Management
IDDD
International Direct Distance Dialing
IDF
Intermediate distribution frame
IE
Information element
immediate-start tie trunk
A trunk on which, after making a connection with a distant switching system for an outgoing call, the system 
waits a nominal 65 ms before sending the digits of the called number. This allows time for the distant system 
to prepare to receive digits. On an incoming call, the system has less than 65 ms to prepare to receive the 
digits. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-26  
IMT
Intermachine trunk
in
Inch
INADS
Initialization and Administration System
incoming gateway
A PBX that routes an incoming call on a trunk not administered for Supplementary Services Protocol B to a 
trunk not administered for Supplementary Services Protocol B.
information exchange
The exchange of data between users of two different systems, such as the switch and a host computer, over a 
LAN.
Information Systems Network (ISN)
A WAN and LAN with an open architecture combining host computers, minicomputers, word processors, 
storage devices, PCs, high-speed printers, and nonintelligent terminals into a single packet-switching system.
INS
ISDN Network Service
inside call
A call placed from one telephone to another within the local communications system. 
Integrated Services Digital Network (ISDN)
A public or private network that provides end-to-end digital communications for all services to which users 
have access by a limited set of standard multipurpose user-network interfaces defined by the CCITT. Through 
internationally accepted standard interfaces, ISDN provides digital circuit-switched or packet-switched 
communications within the network and links to other ISDNs to provide national and international digital 
communications. See also Integrated Services Digital Network Basic Rate Interface (ISDN-BRI)
 and 
Integrated Services Digital Network Primary Rate Interface (ISDN-PRI)
.
Integrated Services Digital Network Basic Rate Interface (ISDN-BRI)
The interface between a communications system and terminal that includes two 64-kbps B-channels for 
transmitting voice or data and one 16-kbps D-channel for transmitting associated B-channel call control and 
out-of-band signaling information. ISDN-BRI also includes 48 kbps for transmitting framing and D-channel 
contention information, for a total interface speed of 192 kbps. ISDN-BRI serves ISDN terminals and digital 
terminals fitted with ISDN terminal adapters. See also Integrated Services Digital Network (ISDN)
 
andIntegrated Services Digital Network Primary Rate Interface (ISDN-PRI)
.
Integrated Services Digital Network Primary Rate Interface (ISDN-PRI)
The interface between multiple communications systems that in North America includes 24 64-kbps 
channels, corresponding to the North American digital signal level-1 (DS1) standard rate of 1.544 Mbps. The 
most common arrangement of channels in ISDN-PRI is 23 64-kbps B-channels for transmitting voice and 
data and 1 64-kbps D-channel for transmitting associated B-channel call control and out-of-band signaling 
information. With nonfacility-associated signaling (NFAS), ISDN-PRI can include 24 B-channels and no 
D-channel. See alsoIntegrated Services Digital Network (ISDN)
 andIntegrated Services Digital Network 
Basic Rate Interface (ISDN-BRI).
intercept tone
An tone that indicates a dialing error or denial of the service requested.
interface
A common boundary between two systems or pieces of equipment. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-27  
internal call
A connection between two users within a system.
International Telecommunications Union (ITU)
Formerly known as International Telegraph and Telephone Consultative Committee (CCITT), ITU is an 
international organization that sets universal standards for data communications, including ISDN. ITU 
members are from telecommunications companies and organizations around the world. See alsoBX.25
.
International Telegraph and Telephone Consultative Committee
See International Telecommunications Union (ITU)
.
interflow
The ability for calls to forward to other splits on the same PBX or a different PBX using the Call Forward All 
Calls feature.
intraflow
The ability for calls to redirect to other splits on the same PBX on a conditional or unconditional basis using 
call coverage busy, don’t answer, or all criteria.
internal measurements
BCMS measurements that are made by the system. ACD measurements that are made external to the system 
(via External CMS) are referred to as external measurements.
in-use lamp
A red light on a multiappearance voice terminal that lights to show which call appearance will be selected 
when the handset is lifted or which call appearance is active when a user is off-hook.
INWATS
Inward Wide Area Telephone Service
IO
Information outlet
ISDN
See Integrated Services Digital Network (ISDN)
.
ISDN Gateway (IG)
A feature allowing integration of the switch and a host-based telemarketing application via a link to a gateway 
adjunct. The gateway adjunct is a 3B-based product that notifies the host-based telemarketing application of 
call events.
ISDN trunk
A trunk administered for use with ISDN-PRI. Also called ISDN facility.
ISDN-PRI terminal adapter
An interface between endpoint applications and an ISDN PRI facility. ISDN-PRI terminal adapters are 
currently available from other vendors and are primarily designed for video conferencing applications. 
Accordingly, currently available terminal adapters adapt the two pairs of video codec data (V.35) and dialing 
(RS-366) ports to an ISDN PRI facility.
IS/DTT
Integrated Services/digital tie trunk
ISN
Information Systems Network
ISO
International Standards Organization 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-28  
ISV
Independent software vendor
ITP
Installation test procedure
ITU
International Telecommunications Union
IXC
Interexchange carrier code
K
kHz
Kilohertz
kbps
Kilobits per second
kbyte
Kilobyte
kg
Kilogram
L
LAN
Local area network
LAP-D
Link Access Procedure on the D-channel
LAPD
Link Access Procedure data
LATA
Local access and transport area
lb
Pound
LBO
Line buildout
LDN
Listed directory number
LDS
Long-distance service
LEC
Local exchange carrier 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-29  
LED
See light-emitting diode (LED)
.
light-emitting diode (LED)
A semiconductor device that produces light when voltage is applied. LEDs provide a visual indication of the 
operational status of hardware components, the results of maintenance tests, the alarm status of circuit packs, 
and the activation of telephone features.
lightwave transceiver
Hardware that provides an interface to fiber-optic cable from port circuit packs and DS1 converter circuit 
packs. Lightwave transceivers convert electrical signals to light signals and vice versa.
line
A transmission path between a communications system or CO switching system and a voice terminal or other 
terminal.
line appearance
See appearance
.
line buildout
A selectable output attenuation is generally required of DTE equipment because T1 circuits require the last 
span to lose 15–22.5 dB.
line port
Hardware that provides the access point to a communications system for each circuit associated with a 
telephone or data terminal.
link
A transmitter-receiver channel that connects two systems.
link-access procedure on the D-channel (LAPD)
A link-layer protocol on the ISDN-BRI and ISDN-PRI data-link layer (level 2). LAPD provides data transfer 
between two devices, and error and flow control on multiple logical links. LAPD is used for signaling and 
low-speed packet data (X.25 and mode 3) on the signaling (D-) channel and for mode-3 data communications 
on a bearer (B-) channel.
LINL
Local indirect neighbor link
local area network (LAN)
A networking arrangement designed for a limited geographical area. Generally, a LAN is limited in range to a 
maximum of 6.2 miles and provides high-speed carrier service with low error rates. Common configurations 
include daisy chain, star (including circuit-switched), ring, and bus.
logical link
The communications path between a processor and a BRI terminal.
loop-start trunk
A trunk on which, after establishing a connection with a distant switching system for an outgoing call, the 
system waits for a signal on the loop formed by the trunk leads before sending the digits of the called number.
LSU
Local storage unit
LW C
Leave Word Calling 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-30  
M
MAC
Medium access
MADU
Modular asynchronous data unit
main distribution frame (MDF)
A device that mounts to the wall inside the system equipment room. The MDF provides a connection point 
from outside telephone lines to the PBX switch and to the inside telephone stations.
main-satellite-tributary
A private network configuration that can either stand alone or access an ETN. A main switch provides 
interconnection, via tie trunks, with one or more subtending switches, called satellites; all attendant positions 
for the main/satellite configuration; and access to and from the public network. To a user outside the complex, 
a main/satellite configuration appears as one switch, with one listed directory number (LDN). A tributary 
switch is connected to the main switch via tie trunks, but has its own attendant positions and LDN.
maintenance
Activities involved in keeping a telecommunications system in proper working condition: the detection and 
isolation of software and hardware faults, and automatic and manual recovery from these faults.
management terminal
The terminal that is used by the system administrator to administer the switch. The terminal may also be used 
to access the BCMS feature.
major alarm
An indication of a failure that has caused critical degradation of service and requires immediate attention. 
Major alarms are automatically displayed on LEDs on the attendant console and maintenance or alarming 
circuit pack, logged to the alarm log, and reported to a remote maintenance facility, if applicable.
Manual-In work mode
One of four agent work modes: the mode in which an agent is ready to process another call manually. See 
Auto-In Work mode
 for a contrast.
MAP
Maintenance action process
MAPD
Multiapplication platform for DEFINITY
MA-UUI
Message-Associated User-to-User Signaling
Mbps
Megabits per second
M-Bus
Memory bus
Mbyte
Megabyte
MCC
Multicarrier cabinet 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-31  
MCS
Message Center Service
MCT
Malicious Call Trace
MCU
Multipoint control unit
MDF
Main distribution frame
MDM
Modular data module
MDR
Message detail record
MEM
Memory
memory
A device into which information can be copied and held, and from which information can later be obtained.
memory shadowing link
An operating-system condition that provides a method for memory-resident programs to be more quickly 
accessed, allowing a system to reboot faster.
message center
An answering service that supplies agents to and stores messages for later retrieval.
message center agent
A member of a message-center hunt group who takes and retrieves messages for voice-terminal users.
MET
Multibutton electronic telephone
MF
Multifrequency
MFB
Multifunction board
MFC
Multifrequency code
MHz
Megahertz
MIM
Management information message
minor alarm
An indication of a failure that could affect customer service. Minor alarms are automatically displayed on 
LEDs on the attendant console and maintenance or alarming circuit pack, sent to the alarm log, and reported 
to a remote maintenance facility, if applicable.
MIPS
Million instructions per second 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-32  
MIS
Management information system
MISCID
Miscellaneous identification
MMCS
Multimedia Call Server
MMCH
Multimedia call handling
MMI
Multimedia interface
MMS
Material Management Services
MO
Maintenance object
modem
A device that converts digital data signals to analog signals for transmission over telephone circuits. The 
analog signals are converted back to the original digital data signals by another modem at the other end of the 
circuit.
modem pooling
A capability that provides shared conversion resources (modems and data modules) for cost-effective access 
to analog facilities by data terminals. When needed, modem pooling inserts a conversion resource into the 
path of a data call. Modem pooling serves both outgoing and incoming calls.
modular processor data module (MPDM)
A processor data module (PDM) that can be configured to provide several kinds of interfaces (RS-232C, 
RS-449, and V.35) to customer-provided data terminal equipment (DTE). See also processor data module 
(PDM).
modular trunk data module (MTDM)
A trunk data module that can be configured to provide several kinds of interfaces (RS-232, RS-449, and V.35) 
to customer-provided data terminal equipment.
modulator-demodulator
See modem
.
monitored call
See active-notification call
.
MOS
Message-oriented signaling
MPDM
Modular processor data module
MS
Message server
ms
Millisecond
MS/T
Main satellite/tributary