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A
AC15
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A signalling system used for linking two pieces of telecommunications equipment (e.g. two telephone systems) over a distance. See also DC5 |
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Account Code |
A
way of attaching a "tag" to a call record. This might be used to
indicate that the call is to be charged to a particular account or to
indicate the outcome of a call (a sale was made, a brochure requested
etc.) Call Management systems can then produce reports listing all
calls with the same account codes. Account codes can be attached to
incoming and outgoing calls, and it can be made mandatory for an
extension user to enter an account code before a call is made. |
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ACD |
Automatic
Call Distribution. Allows all incoming calls to be distributed equally
amongst a group of people. Typically used in a call centre where
operators (agents) log in to make or receive calls. ACD systems provide
facilities for monitoring the agents performance and the performance of
the Call Centre as a whole. An incoming call will be automatically
routed to the first available agent, whether that is an agent who has
been free the longest, or an agent that has just become free.
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ADSL |
Asymmetric
Digital Subscriber Line. High bandwidth network connection for faster
data transfer (connection generally allowing more bandwidth downloading
than uploading). Increases efficiency and reduces costs. see Broadband |
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Alpha Tagging |
The
assignment of an alpha-numeric name to a facility. For example when
called by an extension your phone can display the name of the caller
rather than the extension number. When an incoming DDI call is received
a name can be shown which relates to the number that was dialled,
enabling one person to answer calls in a variety of different ways,
e.g. in the names of different companies. |
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Analogue Device |
A
device that can be attached to an ordinary analogue telephone line,
such as a telephone, fax machine, cordless phone, answering machine,
modem etc. |
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ARS |
Automatic
Route Selection. A technique where the telephone system looks at the
digits being dialled to make an outside call and automatically routes
the call via an alternate route. Best possible cost efficiencies for
outgoing or inter site calls. See also LCR |
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Auto-Attendant |
A
voicemail feature that allows callers to be automatically transferred
to extensions or departments by dialling digits. A tone dialling phone
is normally required to do this. |
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B
Bandwidth
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The speed at which a circuit can carry data. The more bandwidth, the faster the data transfer, the lower the costs. |
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Basic Rate |
Abbreviated
to BRI (basic rate interface) or ISDN2. An ISDN circuit providing 2 x
64 kbit/sec bearer channels for use by data or speech and one 16
kbit/sec control channel. Two independent calls can be carried at the
same time on one BRI circuit. |
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Battery Back-up |
see UPS |
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Bell |
see Loud Ringing Bell |
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BLF |
Busy Lamp Field. Visual indication of the status of lines or extensions through LEDs.
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Bluetooth |
Wireless
communication protocol for several devices to communicate on a common
format. Your mobile phone could transfer data to your keyset, PDA, PC
or Printer etc. Similar to infra-red.
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BRI |
see Basic Rate |
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Broadband |
BT's brand of Asymmetric Digital Subscriber Line see ADSL |
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Bulletin Board |
An
electronic version of a notice board. Users can access the bulletin
board to obtain information. When applied to voicemail systems it
indicates a system of menus that allow the caller to navigate to the
information he wants, for example to find out what films are showing at
a cinema. |
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C
Call Barring
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The prevention of calls to certain destinations, e.g. overseas calls or calls to premium rate numbers may be barred. |
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Call Forwarding |
Also
known as call diversion. By dialling a code an extension user can
divert incoming calls to another destination. The destination may be
another extension, a group of extensions, the operator, or an external
number, for example a mobile phone. Different types of diversion are
usually possible, e.g. Diversion of All calls, Diversion on Busy,
Diversion on no reply. |
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Call Logging
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Data
recorded about calls made or received through a telephone system. This
data can then be used for reporting. See Call Management. See also Station Message Detail Recording. |
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Call Management |
The
use of specialist software to analyse and report on call records which
are output from a telephone system and recorded on computer disk. The
results can identify misuse, allocate costs to departments and verify
the adequacy of resources. |
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Call Park |
A
call can be parked by one user and then retrieved by another.
Particularly useful when loudspeaker announcements are made, e.g.
"Telephone call. Joe Smith dial 811". If Joe goes to any phone and
dials 811 he will get the call that has been parked there for him. |
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Carrier |
Telephone service provider eg. BT, Cable and Wireless, NTL etc. |
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Cat 5 |
Abbreviation
for Category 5. Strictly speaking this is a specification for the
transmission performance of a data cable. However it is commonly used
to describe a building cabling system that allows the user to easily
route voice and data circuits to any wall socket. It is designed to be
network independent and to allow different computer and telephone
systems to co-exist on the same cabling.
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CCU |
Central Control Unit. The box or cabinet housing the central equipment that controls the telephone system.
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Centrex |
A
generic name for a feature offered by some Public Network Operators.
Users have individual direct exchange lines but calls between users are
free of charge and calls can be transferred between users. A limited
set of features is provided to give something that approximates to a
virtual telephone system. BT brands for this service are Featureline
and Featurenet.
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CLI |
Calling
Line Identity is the capture of the caller's number. There are two
types of CLI, a Network CLI is used by network operators to identify
the source of the call. It is available whether or not the caller is
ex-directory but is never passed on to the called party. The user CLI
is passed on to the called party, providing that the caller has not
withheld it. By default it is the same as the network CLI but can be
changed by the caller's equipment. For example in a firm a salesman
might want his direct dial number to go out but the Managing Director
might want his secretary's number to go out when he makes a call. CLI
is used for the "1471" service where you dial 1471 to find out who
called and can also be used to display the number on a phone or
computer. CLI is not available on some networks (particularly from
overseas) and is usually an optional feature from the network provider
(the subscriber has to pay to receive it).
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CLIP |
Calling
Line Identity Presentation. A service that provides a called party with
the Calling Line ID of the caller. Usually a paid-for option. See also Connected Line Presentation.
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CLIR |
Calling Line Identification Restriction. Would stop your own CLI being presented to the called party. |
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COLP |
Connected
Line Presentation. A service which provides the caller with the
identity of the person he has connected to. For example you may dial
01234 567890 but that number may be diverted to another. COLP will
provide you with the identity of the person you have actually connected
to. The identity is typically the telephone number of the connected
party. This is a paid-for service from the network provider and
compatible equipment is required to make use of it.
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Conferencing |
The
joining together of more than two telephone users in a single call.
Typically a call will be established between two persons, one will then
hold the call, call a third party and then press a button to join all
three parties in one call.
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Contact Centre
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A
progression of the call centre merging customer calls with other media
such as internet and email in conjunction with CRM applications. A
unified approach to customer contact improving customer service levels
leading to increased customer acquisition, satisfaction and retention. |
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Convergence
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The
merging of voice and data hardware solutions such as the server based
PBX. More efficiency and cost benefits becoming available through
convergence. In addition Voice switched Over IP is driven by convergent
technology. |
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CPS |
Carrier
Pre-selection. Carrier Pre-Selection uses network access technology, so
voice traffic originating from your site will be routed directly to
your chosen network with no need for prefix codes. The "selection" of
the preferred provider is done automatically at point of entry (the
local exchange) to the public voice network. |
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CRM
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Customer Relationship Management. A software application to deliver a single view of the customer. |
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CTI |
Computer
and Telephony Integration. The exchange of information between
computers and telephone systems eg. when a call comes in the telephone
could pass to the computer the telephone number of the person calling.
This can deliver "Screen Popping" - the presentation of database
information based on an incoming caller's CLI.
Information is commonly passed between telephone and computer systems
using an Application Program Interface (API) of which the two most
common are TAPI (Telephony API) and TSAPI (Telephony System API). CTI
is commonly divided into First Party CTI, where a telephone and a
computer are directly connected, and Third Party CTI, where the
telephone system and the computer network communicate through a
telephony server, with no direct physical connection between the
telephone and the user's computer.
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Custom Service Mode |
Used
in voicemail to indicate a service where the caller hears a menu of
choices from which he can choose by pressing buttons on his phone.
These choices might transfer him to an extension, group of extensions,
or the operator, enable him to leave a message or listen to
information, or may offer him other menus.
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D
DC5
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A
signalling system used to communicate between two adjacent pieces of
telecommunications equipment, for example between a telephone system
and a router or multiplexer or between two co-located telephone
systems. For communication over longer distances DC5 can be converted
to AC15. See also AC15
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DDI |
Direct
Dialling Inwards enabling outside callers to call directly to a user's
extension. Normally available on ISDN lines. A company may have 10
lines and 100 telephone numbers. When any of the telephone numbers are
dialled by an incoming caller the call is put on to any line that is
free. At the same time the dialled number is passed to the telephone
system. The phone system uses this to route the call to the intended
recipient. Typically used to provide direct dial numbers for extension
users, fax machines, departments or groups of extensions. This is much
more efficient than the older method of using different sets of lines
for different numbers because all lines can be used for all numbers and
so less lines need to be rented overall to provide the same level of
service. Also decreases the number of calls that have to be answered
and transferred by an operator.
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DECT |
Digital
Enhanced Cordless Telephony. A technology that provides greater clarity
and smaller handsets for cordless phones. There is a common standard
called GAP (General Access Protocol) that allows handsets and base
stations from different manufacturers to work together.
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Delayed Ringing |
A
feature often used to provide an overflow if the switchboard operator
is busy or absent. Incoming calls are sent to the operator but other
extensions have delayed ringing, so they will start ringing if the call
is not answered after a pre-set time.
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Dial up
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A communications link that connects a terminal and a computer via the Public Switched Telephone Network (PSTN). |
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DISA |
Direct Inward Station Access. Provides callers with single-digit access to extensions or ring groups.
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DPNSS |
Digital
Private Network Signaling System. Developed in the early 1980s, a
protocol to support connection between telecom equipment from different
vendors digital equipment. See also QSIG |
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DSS |
Direct
Station Selector. A unit that fits alongside a telephone to turn it
into an operator console. Typically containing a large number of
programmable buttons that can be used to call and to indicate the
status of extensions (stations). |
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DSL |
Similar to ADSL, but allows the same amount of bandwidth in both directions. |
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E
E+M
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Another name for DC5 |
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Extension Lock |
A
facility to prevent unauthorised phone use. An extension can be locked
by entering a code and unlocked by entering a password. When locked the
phone is subject to call barring, perhaps restricting it to internal
and emergency service calls only. |
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G
GAP
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General Access Protocol - see DECT |
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Group Ringing |
A
group of extensions is rung by dialling a number. The group may be set
as a ring group, in which case all of the extensions ring at once, or
it may be set as a Hunt Group, in which case the system will find a
free extension in the group to take the call. |
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GSM |
Global Satellite Mobile. Improved call security and quality. |
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GUI |
Graphical
User Interface. A program interface, such as Microsoft Windows, that
takes advantage of the computer's graphics capabilities to make the
program easier to use. Well-designed graphical user interfaces can free
the user from learning complex command languages. A GUI will usually
feature basic components such as a pointing device (mouse or trackball)
to allow you to select objects, icons (small pictures) that represent
commands, a desktop area, where icons are grouped, and a menu for the
user to select a command from. |
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H
Hunt Groups
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A
means of finding a free extension to take a call. Calls are directed to
a Hunt Group and will search for a free extension to take the call.
Various hunting types are available, First Free or Terminal Hunting
will search for the first free extension in the group, so this person
gets most of the calls. Circular or UCD (Uniform Call Distribution)
Hunting will share calls equally over the group. |
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I
IP
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Internet Protocol. Access to standard global communications protocol.
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IP Address
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A
series of characters that uniquely identifies the terminal equipment
which is the origin or destination of data being transmitted. |
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ISP
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Internet Service Provider. Allows you to connect to the Internet. |
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ISDN
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The
Integrated Services Digital Network. An internationally agreed method
of providing digital communication over the Public Switched Telephone
Network (PSTN). Enables the benefits of DDI, CLI, Trunk-to-Trunk Transfer and faster data transfer. See also Basic Rate (ISDN2) and Primary Rate (ISDN30). |
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ISDN2 |
See Basic Rate |
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ISDN30 |
See Primary Rate |
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K
Keyphone
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A
telephone for use with a particular make and model of telephone system
which incorporates features allowing it to communicate with the
telephone system and display information, typically by means of lights,
buttons and visual displays.
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Keysystem
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A
telephone system designed for all extensions to answer incoming calls.
The distribution of all incoming calls across a business or team.
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L
LAN
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Local
Area Network. Enables PCs to communicate data between each other and
common devices or servers also connected to the network. |
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LCD
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Liquid Crystal Display. A display panel found on many phones capable of showing text prompts or messages.
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LED |
Light
Emitting Diode. A semi-conductor device used as an indicator lamp.
Typically these are incorporated into buttons allowing visual
indication of calls, voicemail messages and status of other lines and
extensions - see BLF |
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LCR |
Least
Cost Routing. A technique where the telephone system modifies the
digits dialled by a user making an outside call in order to route the
call via a low-cost carrier. Typically the routing decision is based on
what number has been dialled and it is often possible to have several
carriers configured on the same telephone system to take advantage of
the cheapest route to any destination. See also Automatic Route
Selection (ARS). Typically ARS incorporates and builds on the
capabilities of LCR.
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Least Cost Routing |
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Live Call Screening |
A
facility available on some voicemail systems which allows someone who
has diverted his calls to voicemail to listen to a caller leaving a
message and pick up the call if he wants to.
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Loud Ringing Bell |
An
audio warning device to alert someone that a call is ringing. It may
simply be an extension bell to a telephone or it could be a set of
bells around the building so that anyone can pick up the incoming call.
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M
Mailbox
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A reference to the location where voicemail messages for a particular user are stored.
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MAPI
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Microsoft
Application Protocol Interface. Protocol designed to ensure all
Microsoft applications can communicate with other applications in a
standard and documented format. |
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Meter Pulse Detection (MPD) |
A BT service for their analogue lines, to allow a subscriber to
accurately establish the charge of a telephone call. To a subscriber,
it was a Meter Pulse received by monitoring equipment down their
telephone line. To BT, it was a Charge Unit recorded on the
subscriber's meter in the local BT exchange. During a call, the first
pulse would be transmitted the moment the call connected. Subsequent
pulses would be transmitted at time intervals thereafter, the interval
depending upon the telephone number dialled and the time of day. Hence,
the more expensive the call, the shorter the time interval (and
therefore the more Meter Pulses), and vice-versa. No new supply or
additional supply of Meter Pulsing has been provided since the end of
December 1998.
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MSN |
Multiple
Subscriber Numbering. An optional feature of ISDN2 lines allowing up to
10 telephone numbers to be assigned to a single line so that devices
connected to that line can be called individually. Can be used to
produce a limited version of DDI.
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Music on Hold |
An
audio signal that is played to a caller on hold to reassure him that he
has not been cut off. Typically music, it may be interspersed with
advertising messages or could be simply a reassuring beep played every
few seconds.
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N
Network
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The equipment and transmission facilities for communication between computer systems. |
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Night Service
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Most
telephone systems have at least two operating modes, Day Service and
Night Service. These are typically used to route incoming calls to a
different destination and to apply call barring to prevent unauthorised
use of the phones by security or cleaning staff.
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O
Overflow Group
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See Delayed Ringing. |
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P
Parallel Port
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Port in a PC used for the connection of external equipment such as a printer, scanner etc. See also serial port.
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Patch panel
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Cabling
connection point. This is typically the part of a structured network
cabling system (cat 5) that enables switching of services either voice
or data to RJ45 sockets. |
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PBX / PABX |
Private Branch Exchange / Private Automated Branch Exchange. Allows central control of incoming call via a single operator. |
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PMS |
Property Management System. Hotel / Motel "Front of House" software package. |
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POT |
Plain Ordinary Telephone. Used to distinguish an ordinary analogue telephone from a keyphone. Also known as an SLT (single line telephone).
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PRI |
Primary Rate Interface - See Primary Rate
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Primary Rate |
An
ISDN circuit providing (in Europe) up to 30 x 64 kbit/sec bearer
channels for use by data or speech and two 16 kbit/sec control
channels. Up to 30 independent calls can be carried at the same time on
one Primary Rate.
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PSTN
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Public Switched Telephone Network. Everyone connected to standard communications platform. |
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Pulse Dialling |
Also
known as LD (loop-disconnect) dialling. A method of dialling where the
telephone is alternately disconnected and connected to signal to the
exchange. For example if a digit 5 is dialled this could be signalled
by sending 5 disconnection pulses. The frequency and length of the
pulses and the number of pulses for each digit can vary from country to
country. This dialling method is now mostly superseded by tone
dialling.
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Q
QSIG
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Q
signalling standard. A standard dial up protocol designed to give
feature transparency between systems at different sites across the
PSTN. Allows products from different vendors to work together. See also DPNSS
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R
Router
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Routes data traffic. Can be used to connect LANs together or as a single connection point between a LAN and an ISP.
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S
SBUS |
The digital connection from a telephone system to a PC. Provides the ability to utilise ISDN lines for voice and data traffic.
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Screen Popping
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The initialising and presentation of database information selected using the CLI. Reduces the time spent searching for customer service history etc. |
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Serial Port |
Port
in a PC used for the connection of external equipment such as an
external modem. Also used for connection of call-logging, CTI, etc. See also parallel port. |
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SLT |
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SMDR
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Station Message Detail Recording. See Call Logging.
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Switch
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See PBX / PABX. |
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T
TAPI
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Telephony
Application Program Interface. A standard devised by Microsoft
Corporation for communication between a computer terminal (workstation)
and a telephone extension. There are several versions of the TAPI
standard and various options within the standard so it should not be
assumed that all the features of one TAPI compliant device will be
available on any other TAPI compliant device. See also TSAPI.
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TCP / IP |
Transmission
Control Protocol / Internet Protocol. Set of layered protocols that
enable shared applications among PCs in a high speed communications
environment.
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TDM |
Time Division Multiplexing. Traditional telephony technology employed to connect two parties in a call via a PBX. |
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Tone Dialling |
Also
known as MF (multi-frequency) or DTMF (dual tone multi-frequency). A
dialling method which generates audio tones when digits are dialled.
These tones are sent down the line and can be detected by telephone
systems or other devices.
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Trunk |
A telephone exchange line to receive and make calls.
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Trunk-to-Trunk Transfer |
A
facility which allows an incoming call received on one line to be
transferred to someone on another line, i.e. both callers are external
to the telephone system. Typical uses include transferring an incoming
caller to someone's mobile phone.
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TSAPI |
Telephony
System Application Program Interface. A standard devised by Novell
Corporation for communication between a network server and a telephone
exchange. Because it is working at a system level this offers more
flexibility than TAPI but is also more complex to implement.
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Two-Way Record |
A
facility of voicemail systems and answering machines which allows both
sides of a telephone conversation to be recorded for later playback.
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U
Unified Messaging |
A
messaging platform that allows management of voice, fax and email from
a single user interface (PC). Improves efficiency as all messages are
presented from the one place to the user. |
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UPS |
Uninterruptible
Power Supply. Provides continuous power source to the telephone system
in the event of a mains power fail. Also referred to as Battery Back-up. |
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UTP
|
Unshielded
Twisted Pair. A type of cable. Commonly (and imprecisely) used to
differentiate from computer cables using co-axial cable such as 10 Base
2, Thin Ethernet, Thinnet, Thick Ethernet, Thin Ethernet or IBM Twinax.
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V
Voicemail |
A
voicemail system typically provides a central "answering machine" for
users of a telephone system. The user diverts his calls to the
voicemail system, which will play a personalised message to a caller
and allow him to leave a message for the extension user. Most voicemail
systems also provide options for routing callers to departments or
extensions and for giving out information to callers. |
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VOIP |
Voice
Over Internet Protocol. Allows voice calls to be switched over any data
carrying network reducing fixed infrastructure costs.
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VPN |
Virtual
Private Network. Provides users with inter site communications, which
could be implemented over fixed circuit connections but also via dial
up connection. This has many cost benefits to the user as the need for
fixed line voice circuits may be removed.
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W
WAN |
Wide
Area Network. Improves cost and efficiency as PC users in different
sites may all access the same information as if they were all connected
locally on the one local area network.
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WAP |
Wireless Access Protocol. A means of accessing the Internet using a mobile phone. |
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WOC
|
Windows
Operator Console. PC based operator terminal. Allows the user to see
the status of lines and extensions on their PC screen and answer and
transfer calls with the click of a mouse. |
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X
XDP
|
eXtra
Device Port - an analogue port in the back of some keysets, which can
be used as either a 'double' of the existing extension number (ie for
an analogue DECT) or as a totally different extension number (ie for an
analogue modem.)
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