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-33  
MSA
Message servicing adjunct
MSG
Message service
MSL
Material stocking location
MSM
Modular System Management
MSS
Mass storage system
MSSNET
Mass storage/network control
MT
Management terminal
MTDM
Modular trunk data module
MTP
Maintenance tape processor
MTT
Multitasking terminal
multiappearance voice terminal
A terminal equipped with several call-appearance buttons for the same extension, allowing the user to handle 
more than one call on that same extension at the same time.
Multicarrier cabinet
A structure that holds one to five carriers. See also single-carrier cabinet
.
Multifrequency Compelled (MFC) Release 2 (R2) signaling
A signal consisting of two frequency components, such that when a signal is transmitted from a switch, 
another signal acknowledging the transmitted signal is received by the switch. R2 designates signaling used 
in the United States and in countries outside the United States.
multiplexer
A device used to combine a number of individual channels into a single common bit stream for transmission.
multiplexing
A process whereby a transmission facility is divided into two or more channels, either by splitting the 
frequency band into a number of narrower bands or by dividing the transmission channel into successive time 
slots. See also time-division multiplexing (TDM)
.
multirate
The new N x DS0 service (see N x DS0).
MWL
Message-waiting lamp 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-34  
N
N+1
Method of determining redundant backup requirements. Example: if four rectifier modules are required for a 
DC-powered single-carrier cabinet, a fifth rectifier module is installed for backup.
N x DS0
N x DS0, equivalently referred to as N x 64 kbps, is an emerging standard for wideband calls separate from 
H0, H11, and H12 ISDN channels. The emerging N x DS0 ISDN multirate circuit mode bearer service will 
provide circuit-switched calls with data-rate multiples of 64 kbps up to 1536 kbps on a T1 facility or up to 
1920 kbps on an E1 facility. In the switch, N x DS0 channels will range up to 1984 kbps using NFAS E1 
interfaces.
NANP
North American Numbering Plan
narrowband
A circuit-switched call at a data rate up to and including 64 kbps. All nonwideband switch calls are 
considered narrowband.
native terminal support
A predefined terminal type exists in switch software, eliminating the need to alias the terminal (that is, 
manually map call appearances and feature buttons onto some other natively supported terminal type).
NAU
Network access unit
NCA/TSC
Noncall-associated/temporary-signaling connection
NCOSS
Network Control Operations Support Center
NCSO
National Customer Support Organization
NEC
National Engineering Center
NEMA
National Electrical Manufacturer’s Association
NETCON
Network-control circuit pack
network
A series of points, nodes, or stations connected by communications channels.
network-specific facility (NSF)
An information element in an ISDN-PRI message that specifies which public-network service is used. NSF 
applies only when Call-by-Call Service Selection is used to access a public-network service.
network interface
 A common boundary between two systems in an interconnected group of systems.
NFAS
See Nonfacility-associated signaling (NFAS)
. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-35  
NI
Network interface
NID
Network Inward Dialing
NM
Network management
NN
National number
node
A switching or control point for a network. Nodes are either tandem (they receive signals and pass them on) 
or terminal (they originate or terminate a transmission path).
Nonfacility-associated signaling (NFAS)
A method that allows multiple T1 and/or E1 facilities to share a single D-channel to form an ISDN-PRI. If 
D-channel backup is not used, one facility is configured with a D-channel, and the other facilities that share 
the D-channel are configured without D-channels. If D-channel backup is used, two facilities are configured 
to have D-channels (one D-channel on each facility), and the other facilities that share the D-channels are 
configured without D-channels.
NPA
Numbering-plan area
NPE
Network processing element
NQC
Number of queued calls
NSE
Night-service extension
NSU
Network sharing unit
null modem cable
Special wiring of an RS-232-C cable such that a computer can talk to another computer (or to a printer) 
without a modem.
NXX
Public-network office code
O
OA
Operator assisted
occurrence
See appearance
.
OCM
Outbound Call Management 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-36  
offered load
The traffic that would be generated by all the requests for service occurring within a monitored interval, 
usually one hour.
ONS
On-premises station
OPS
Off-premises station
OPX
Off-premises extension
OQT
Oldest queued time
OSHA
Occupational Safety and Health Act
OSI
Open Systems Interconnect
OSS
Operations Support System
OSSI
Operational Support System Interface
OTDR
Optical time-domain reflectometer
othersplit
The work state that indicates that an agent is currently active on another split’s call, or in ACW for another 
split.
OTQ
Outgoing trunk queuing
outgoing gateway
A PBX that routes an incoming call on a trunk administered for Supplementary Services Protocol B to a trunk 
not administered for Supplementary Services Protocol B.
P
PACCON
Packet control
packet
A group of bits (including a message element, which is the data, and a control information element (IE), 
which is the header) used in packet switching and transmitted as a discrete unit. In each packet, the message 
element and control IE are arranged in a specified format. See also packet bus
 and packet switching.
packet bus
A wide-bandwidth bus that transmits packets. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-37  
packet switching
A data-transmission technique whereby user information is segmented and routed in discrete data envelopes 
called packets, each with its own appended control information, for routing, sequencing, and error checking. 
Packet switching allows a channel to be occupied only during the transmission of a packet. On completion of 
the transmission, the channel is made available for the transfer of other packets. See also BX.25
and packet.
PA D
Packet assembly/disassembly
paging trunk
A telecommunications channel used to access an amplifier for loudspeaker paging.
party/extension active on call
A party is on the call if he or she is actually connected to the call (in active talk or in held state). An originator 
of a call is always a party on the call. Alerting parties, busy parties, and tones are not parties on the call.
PBX
Private branch exchange
PC
See personal computer (PC)
.
PCM
See pulse-code modulation (PCM)
.
PCOL
Personal central-office line
PCOLG
Personal central-office line group
PCS
Permanent switched calls
PDM
See processor data module (PDM)
.
PDS
Premises Distribution System
PE
Processing element
PEC
Price element code
PEI
Processor element interchange
personal computer (PC)
A personally controllable microcomputer.
PGATE
Packet gateway
PGN
Partitioned group number
PI
Processor interface 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-38  
PIB
Processor interface board
pickup group
A group of individuals authorized to answer any call directed to an extension within the group.
PIDB
Product image database
PKTINT
Packet interface
PL
Private line
PLS
Premises Lightwave System
PMS
Property Management System
PN
Port network
PNA
Private network access
POE
Processor occupancy evaluation
POP
Point of presence
port
A data- or voice-transmission access point on a device that is used for communicating with other devices.
port carrier
A carrier in a multicarrier cabinet or a single-carrier cabinet containing port circuit packs, power units, and 
service circuits. Also called a port cabinet in a single-carrier cabinet.
port network (PN)
A cabinet containing a TDM bus and packet bus to which the following components are connected: port 
circuit packs, one or two tone-clock circuit packs, a maintenance circuit pack, service circuit packs, and 
(optionally) up to four expansion interface (EI) circuit packs in DEFINITY ECS. Each PN is controlled either 
locally or remotely by a switch processing element (SPE). See also expansion port network (EPN)
 and 
processor port network (PPN)
.
port-network connectivity
The interconnection of port networks (PNs), regardless of whether the configuration uses direct or switched 
connectivity.
PPM
1. Parts per million
2. Periodic pulse metering
PPN
See processor port network (PPN)
.
PRI
See Primary Rate Interface (PRI)
. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-39  
primary extension
The main extension associated with the physical voice or data terminal.
Primary Rate Interface (PRI)
A standard ISDN frame format that specifies the protocol used between two or more communications 
systems. PRI runs at 1.544 Mbps and, as used in North America, provides 23 64-kbps B-channels (voice or 
data) and one 64-kbps D-channel (signaling). The D-channel is the 24th channel of the interface and contains 
multiplexed signaling information for the other 23 channels.
PRI endpoint (PE)
The wideband switching capability introduces PRI endpoints on switch line-side interfaces. A PRI endpoint 
consists of one or more contiguous B-channels on a line-side T1 or E1 ISDN PRI facility and has an 
extension. Endpoint applications have call-control capabilities over PRI endpoints.
principal
A terminal that has its primary extension bridged on one or more other terminals.
principal (user)
A person to whom a telephone is assigned and who has message-center coverage.
private network
A network used exclusively for the telecommunications needs of a particular customer.
private network office code (RNX)
The first three digits of a 7-digit private network number.
PROCR
Processor
processor carrier
See control carrier
.
processor data module (PDM)
A device that provides an RS-232C DCE interface for connecting to data terminals, applications processors 
(APs), and host computers, and provides a DCP interface for connection to a communications system. See 
also modular processor data module (MPDM)
.
processor port network (PPN)
A port network controlled by a switch-processing element that is directly connected to that PN’s TDM bus 
and LAN bus. See also port network (PN)
.
processor port network (PPN) control carrier
A carrier containing the maintenance circuit pack, tone/clock circuit pack, and SPE circuit packs for a 
processor port network (PPN) and, optionally, port circuit packs.
Property Management System (PMS)
A stand-alone computer used by lodging and health-services organizations for services such as reservations, 
housekeeping, and billing.
protocol
A set of conventions or rules governing the format and timing of message exchanges to control data 
movement and correction of errors.
PSC
Premises service consultant
PSDN
Packet-switch public data network 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-40  
PT
Personal terminal
PTC
Positive temperature coefficient
PTT
Postal Telephone and Telegraph
public network
The network that can be openly accessed by all customers for local and long-distance calling.
pulse-code modulation (PCM)
An extension of pulse-amplitude modulation (PAM) in which carrier-signal pulses modulated by an analog 
signal, such as speech, are quantized and encoded to a digital, usually binary, format.
Q
QPPCN
Quality Protection Plan Change Notice
quadrant
A group of six contiguous DS0s in fixed locations on an ISDN-PRI facility. Note that this term comes from 
T1 terminology (one-fourth of a T1), but there are five quadrants on an E1 ISDN-PRI facility (30B + D).
queue
An ordered sequence of calls waiting to be processed.
queuing
The process of holding calls in order of their arrival to await connection to an attendant, to an answering 
group, or to an idle trunk. Calls are automatically connected in first-in, first-out sequence.
R
RAM
See random-access memory (RAM)
.
random-access memory (RAM)
A storage arrangement whereby information can be retrieved at a speed independent of the location of the 
stored information.
RBS
Robbed-bit signaling
RC
Radio controller
RCL
Restricted call list
read-only memory (ROM)
A storage arrangement primarily for information-retrieval applications. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-41  
recall dial tone
Tones signalling that the system has completed a function (such as holding a call) and is ready to accept 
dialing.
redirection criteria
Information administered for each voice terminal’s coverage path that determines when an incoming call is 
redirected to coverage.
Redirection on No Answer
An optional feature that redirects an unanswered ringing ACD call after an administered number of rings. The 
call is then redirected back to the agent.
remote home numbering-plan area code (RHNPA)
A foreign numbering-plan area code that is treated as a home area code by the Automatic Route Selection 
(ARS) feature. Calls can be allowed or denied based on the area code and the dialed CO code rather than just 
the area code. If the call is allowed, the ARS pattern used for the call is determined by these six digits.
Remote Operations Service Element (ROSE)
A CCITT and ISO standard that defines a notation and services that support interactions between the various 
entities that make up a distributed application.
REN
Ringer equivalency number
reorder tone
A tone to signal that at least one of the facilities, such as a trunk or a digit transmitter, needed for the call was 
not available.
report scheduler
Software that is used in conjunction with the system printer to schedule the days of the week and time of day 
that the desired reports are to be printed.
RFP
Request for proposal
RHNPA
See remote home numbering-plan area code (RHNPA)
.
RINL
Remote indirect neighbor link
RISC
Reduced-instruction-set computer
RLT
Release-link trunk
RMATS
Remote Maintenance, Administration, and Traffic System
RNX
Route-number index (private network office code)
ROM
See read-only memory (ROM)
.
RPN
Routing-plan number 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-42  
RS-232C
A physical interface specified by the Electronic Industries Association (EIA). RS-232C transmits and 
receives asynchronous data at speeds of up to 19.2 kbps over cable distances of up to 50 feet.
RS-449
Recommended Standard 449
RSC
Regional Support Center
ROSE
See Remote Operations Service Element (ROSE)
.
S
S1
The first logical signalling channel of DCP. The channel is used to provide signaling information for DCP’s I1 
channel.
S2
The second logical signaling channel of DCP. The channel is used to provide signaling information for DCP’s 
I2 channel.
SABM
Set Asynchronous Balance Mode
SAC
Send All Calls
SAKI
See sanity and control interface (SAKI)
.
sanity and control interface (SAKI)
A custom VLSI microchip located on each port circuit pack. The SAKI provides address recognition, 
buffering, and synchronization between the angel and the five control time slots that make up the control 
channel. The SAKI also scans and collects status information for the angel on its port circuit pack and, when 
polled, transmits this information to the archangel.
SAT
System access terminal
SCC
1. See single-carrier cabinet
.
2. Serial communications controller
SCD
Switch-control driver
SCI
Switch communications interface
SCO
System control office
SCOTCH
Switch Conferencing for TDM Bus in Concentration Highway