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 the terminal user (usually the principal) to bridge onto a 
call that had been answered by another party on his or her behalf.
single-carrier cabinet
A combined cabinet and carrier unit that contains one carrier. See also Multicarrier cabinet
.
single-line voice terminal
A voice terminal served by a single-line tip and ring circuit (models 500, 2500, 7101A, 7103A).
SIT
Special-information tones
small computer system interface (SCSI)
An ANSI bus standard that provides a high-level command interface between host computers and peripheral 
devices.
SMDR
Station Message Detail Recording, known as Call Detail Recording in DEFINITY ECS. 
SN
Switch Node
SNA
Systems Network Architecture
SNC
Switch Node Clock
SNI
Switch Node Interface
SNMP 
Simple Network Management Protocol
software
A set of computer programs that perform one or more tasks. 
						

							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 provides historical traffic information for internally measured splits.
split (agent) status report
A report that provides real-time status and measurement data for internally measured agents and the split to 
which they are assigned.
SSI
Standard serial interface
SSM
Single-site management
SSV
Station service
ST3
Stratum 3 clock board
staffed
Indicates that an agent position is logged in. A staffed agent functions in one of four work modes: Auto-In, 
Manual-In, ACW, or AUX-Work.
STARLAN
Star-Based Local Area Network
Station Message Detail Recording (SMDR)
An obsolete term now called CDR — a switch feature that uses software and hardware to record call data. See 
Call Detail Recording (CDR)
.
standard serial interface (SSI)
A communications protocol developed for use with 500-type business communications terminals (BCTs) and 
400-series printers.
status lamp
A green light that shows the status of a call appearance or a feature button by the state of the light (lit, 
flashing, fluttering, broken flutter, or unlit).
stroke counts
A method used by ACD agents to record up to nine customer-defined events per call when CMS is active.
SVN
Security-violation notification 
						

							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 SN carrier that provides clock and maintenance alarm functions and environmental 
monitors.
switch-node interface (SNI)
The basic building block of a switch node. An SNI circuit pack controls the routing of circuit, packet, and 
control messages.
switch-node link (SNL)
The hardware that provides a bridge between two or more switch nodes. The SNL consists of the two SNI 
circuit packs residing on the switch nodes and the hardware connecting the SNIs. This hardware can include 
lightwave transceivers that convert the SNI’s electrical signals to light signals, the copper wire that connects 
the SNIs to the lightwave transceivers, a full-duplex fiber-optic cable, DS1 converter circuit cards and DS1 
facilities if a company does not have rights to lay cable, and appropriate connectors.
switch-processing element (SPE)
A complex of circuit packs (processor, memory, disk controller, and bus-interface cards) mounted in a PPN 
control carrier. The SPE serves as the control element for that PPN and, optionally, for one or more EPNs.
SXS
Step-by-step
synchronous data transmission
A method of sending data in which discrete signal elements are sent at a fixed and continuous rate and 
specified times. See also association
.
SYSAM
System Access and Administration
system administrator
The person who maintains overall customer responsibility for system administration. Generally, all 
administration functions are performed from the Management Terminal. The switch requires a special login, 
referred to as the system administrator login, to gain access to system-administration capabilities.
system printer
An optional printer that may be used to print scheduled reports via the report scheduler.
system report
A report that provides historical traffic information for internally measured splits.
system-status report
A report that provides real-time status information for internally measured splits.
system manager
A person responsible for specifying and administering features and services for a system.
system reload
A process that allows stored data to be written from a tape into the system memory (normally after a power 
outage). 
						

							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 are also used in Japan and some Middle-Eastern 
countries.
TAAS
Trunk Answer from Any Station
TA B S
Telemetry asynchronous block serial
TA C
Trunk-access code
tandem switch
A switch within an electronic tandem network (ETN) that provides the logic to determine the best route for a 
network call, possibly modifies the digits outpulsed, and allows or denies certain calls to certain users.
tandem through
The switched connection of an incoming trunk to an outgoing trunk without human intervention.
tandem tie-trunk network (TTTN)
A private network that interconnects several customer switching systems.
TC
Technical consultant
TCM
Traveling class mark
TDM
See time-division multiplexing (TDM)
.
TDR
Time-of-day routing
TEG
Terminating extension group
terminal
A device that sends and receives data within a system. See also administration terminal
.
tie trunk
A telecommunications channel that directly connects two private switching systems.
time-division multiplex (TDM) bus
A bus that is time-shared regularly by preallocating short time slots to each transmitter. In a PBX, all port 
circuits are connected to the TDM bus, permitting any port to send a signal to any other port.
time-division multiplexing (TDM)
Multiplexing that divides a transmission channel into successive time slots. See also multiplexing
.
time interval
The period of time, either one hour or one-half hour, that BCMS measurements are collected for a reports. 
						

							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 E1 frame arrive at the 
output in the same order that they were introduced.
to control
An application can invoke Third Party Call Control capabilities using either an adjunct-control or 
domain-control association.
to monitor
An application can receive event reports on an active-notification, adjunct-control, or domain-control 
association.
TOD
Time of day
tone ringer
A device with a speaker, used in electronic voice terminals to alert the user.
TOP
Task-oriented protocol
trunk
A dedicated telecommunications channel between two communications systems or COs.
trunk allocation
The manner in which trunks are selected to form wideband channels.
trunk-data module
A device that connects off-premises private-line trunk facilities and DEFINITY ECS. The trunk-data module 
converts between the RS-232C and the DCP, and can connect to DDD modems as the DCP member of a 
modem pool.
trunk group
Telecommunications channels assigned as a group for certain functions that can be used interchangeably 
between two communications systems or COs.
TSC
Technical Service Center
TTI
Terminal translation initialization
TTR
Touch-tone receiver
TTT
Terminating trunk transmission
TTTN
See tandem tie-trunk network (TTTN)
. 
						

							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 main-satellite-tributary system.
UNMA
Unified Network Management Architecture
UNP
Uniform numbering plan
UPS
Uninterruptible power supply
USOP
User service-order profile
UUCP
UNIX-to-UNIX Communications Protocol
UUI
User-to-user information
V
VA R
Value-added reseller 
						

							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 dialing a VDN extension.
VIS
Voice Information System
VLSI
Very-large-scale integration
VM
Vo l t m e t e r
VNI
Virtual nodepoint identifier
voice terminal
A single-line or multiappearance telephone.
W
WA T S
See Wide Area Telecommunications Service (WATS)
.
WCC
World-Class Core
WCR
World-Class Routing
WCTD
World-Class Tone Detection
WFB
Wireless fixed base
Wide Area Telecommunications Service (WATS)
 A service in the United States that allows calls to certain areas for a flat-rate charge based on expected usage.
wideband
A circuit-switched call at a data rate greater than 64 kbps. A circuit-switched call on a single T1 or E1 facility 
with a bandwidth between 128 and 1536 (T1) or 1984 (E1) kbps in multiples of 64 kbps. H0, H11, H12, and 
N x DS0 calls are wideband.
wideband access endpoint
Access endpoints, extended with wideband switching to include wideband access endpoints. A wideband 
access endpoint consists of one or more contiguous DS0s on a line-side T1 or E1 facility and has an 
extension. The Administered Connections feature provides call control for calls originating from wideband 
access endpoints. 
						

							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 ACD agent can be in. Upon logging in, an 
agent enters AUX-Work mode. To become available to receive ACD calls, the agent enters Auto-In or 
Manual-In mode. To do work associated with a completed ACD call, an agent enters ACW mode.
work state
An ACD agent may be a member of up to three different splits. Each ACD agent continuously exhibits a work 
state for every split of which it is a member. Valid work states are Avail, Unstaffed, AUX-Work, ACW, ACD 
(answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent’s work state for a particular split may 
change for a variety of reasons (example: when a call is answered or abandoned, or the agent changes work 
modes). The BCMS feature monitors work states and uses this information to provide BCMS reports.
write operation
The process of putting information onto a storage medium, such as a hard disk.
WSA
Waiting session accept
WSS
Wireless Subscriber System
Z
ZCS
Zero Code Suppression 
						

							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  ( EAS),3-83
Reason Cod es,3-119
Add /Remove Skills
interactions
Exp e r t A g e nt  Sel e c t i on  ( EAS)
,3-83
Service Ob serving,3-146
Ad d /Remove Skill via FAC
interactions
CentreVu Ad voc ate
,3-76
Add /Remove Skills,3-6to3-7
forms,3-6, 3-71interactions
Auto Availab le Split (AAS),3-7
Basic  Call Manag ement System (BCMS),3-6to3-7
Call Manag ement System (CMS),3-6
Exp e r t A g e nt  Sel e c t i on  ( EAS),3-6
Exp ert Ag ent Selection–p referenc e handling  d istrib ution (EAS–PHD),3-7
Vu St a t s,3-6to3-7
ad junc ts
Inb ound Call Manag ement (ICM) app lic ations,3-88p rocessors,3-89
sp eec h p roc essing,3-90Administration without Hard ware (AWOH)
interactions
Exp e r t A g e nt  Sel e c t i on  ( EAS)
,3-83
after c all work (ACW)
b uttons
,3-35mod es,3-12states,3-6 
						

							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, 3-12b utton assig nments,3-18
CALLMASTER p hones,3-11, 3-15CALLMASTER voice terminals,3-19c anc elling  timed  after call work (ACW),3-13
c onsid erations,3-18description,3-10expanded  tec hnical information,3-16
forms,3-8head sets,3-19home ag ents,3-13
hunt group calls,3-19interactions
Abbreviated Dialing (AD),3-20
Auto Availab le Split (AAS),3-20
Bridged Call Appearance,3-20
Call Coverag e,3-20
Call Forward ing,3-20
Call Pic kup,3-20
call work codes (CWC),3-15, 3-20
CallVisor ASAI,3-8, 3-20
CenterVu CMS,3-18, 3-20
Conferenc e—Attend ant,3-21
Conferenc e—Terminal,3-21
Exp e r t A g e nt  Sel e c t i on  ( EAS),3-21
Multip le Call Hand ling  (MCH),3-21
Tr an sf e r,3-21
VDN of Orig in Announc ement (VOA),3-171
vec tor d irec tory numb er (VDN) overrid e,3-21
Voic e Resp onse Integ ration (VRI),3-21
logins/log outs,3-10manual answer,3-11
manual-in mod es,3-12most id le agent (MIA) q ueues,3-12Release b uttons,3-18
sp lits,3-12, 3-18to3-19stroke c ounts,3-14to3-15supervisory assistanc e,3-13
timed  after c all work (ACW),3-13, 3-18Agent Hold
interactions
CentreVu Ad voc ate
,3-76
Agent Login/Log out
interactions
CentreVu Ad voc ate
,3-76
Agent LoginID form,4-2to4-6