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Glossary A-C D-G H-K L-Q R-Z
RAM
See Random Access Memory (RAM).
RADIUS
See Remote Authentication Dial-In User Service (RADIUS).
Random Access Memory (RAM)
A storage arrangement in which information is retrieved at a speed that is independent of the location of the stored information. See also Dynamic Random Access Memory (DRAM).
Rapid Spanning Tree Protocol (RSTP)
A new version of Spanning Tree Protocol (STP) featuring faster convergence time. See also Spanning Tree Protocol (STP)
RBS
See Robbed-Bit Signaling (RBS).
RBVD
Robbed-Bit AVD.
Read-Only Memory (ROM)
A storage arrangement primarily for information-retrieval applications.
Real Time Transfer Protocol (RTP)
An Internet Engineering Task Force (IETF) protocol (RFC 1889) that addresses the problems that occur when video and other exchanges with real-time properties are delivered over Local Area Networks (LANs) that are designed for data. RTP gives higher priority to video and other real-time interactive exchanges than to connectionless data.
Red Hat Package Manager (RPM)
RPM is a powerful package manager, which can be used to build, install, query, verify, update, and uninstall individual software packages. A package consists of an archive of files, along with package information, including name, version, and description. Stingray and G350 use RPM as a tool for delivering software executables.
redundancy
A duplication of devices, services, or connections, so that, in the event of a failure, the redundant device, service, or connection can take over for the one that failed.
Registered Jack 45 (RJ45)
A single-line jack for digital transmission over 4-pair ordinary telephone wire. RJ telephone jacks and data plugs are registered with the Federal Communications Commission (FCC).
Remote Authentication Dial-In User Service (RADIUS)
A client/server protocol and software with which remote access servers communicate with a central server to authenticate a dial-in user, and authorize user access to the requested system or service. Companies that use RADIUS can maintain user profiles in a central database that all remote servers can share, and set up a policy that can be applied at a single administered network point. RADIUS improves security, and facilitates usage tracking for billing and keeping network statistics.
Remote Monitoring (RMON)
A standard monitoring specification for shared Ethernet and token ring media that is defined in RFC 1757. With RMON, various network monitors and console systems can exchange networkmonitoring data. The RMON specification defines a set of statistics and functions that can be exchanged between console managers and network probes that are RMON compliant. As such, RMON provides network administrators with comprehensive network-fault diagnosis, planning, and performance-tuning information. RMON has two levels: RMON-I analyzes the MAC layer, and RMON-II analyzes the upper layers 3 and above. See also Switched Monitoring (SMON).
Resource Reservation Protocol (RSVP)
A protocol that allows channels or paths on the Internet to be reserved for the multicast (one source to many receivers) transmission of video and other high-bandwidth messages. With RSVP, users can reserve bandwidth through the Internet in advance, and be able to receive data at a higher rate and in a more dependable flow than usual. The higher rate and more dependable flow are possible because a user’s quality of service requests are propagated to all routers along the data path, and the network reconfigures itself to meet the desired levels of service. See also Quality of Service (QoS).
RIP
Routing Information Protocol. Specifies how routers exchange routing table information. RIP is gradually being replaced by a newer protocol called OSPF (Open Shortest Path First).
RJ45
See Registered Jack 45 (RJ45).
RMON
See Remote Monitoring (RMON).
Robbed-Bit Signaling (RBS)
A signaling method used in T1. With RBS, each side of a T1 termination sends two bits of data, which are usually called the A and B bits. These two bits of data are buried in the voice data of each voice channel in the T1 circuit. Thus the bits are “stolen” from the voice data, and hence the name “robbed bit.”
ROM
See Read-Only Memory (ROM).
router
A device that supports communications between Local Area Networks (LANs). Routers can be equipped to provide frame relay support to the LAN devices that they serve. A router that is frame relay capable encapsulates LAN frames in frame relay frames and feeds those frame relay frames to a frame relay switch for transmission across the network. A router that is frame relay capable also receives frame relay frames from the network, strips the frame relay frame off each frame to produce the original LAN frame, and passes the LAN frame on to the end device. Routers connect multiple LAN segments to each other or to a Wide Area Network (WAN). Routers route traffic on the Level 3 LAN protocol, for example, the Internet Protocol (IP) address. See also bridge.
RSTP
See Rapid Spanning Tree Protocol (RSTP)
RSVP
See Resource Reservation Protocol (RSVP).
RS-232
An Electronic Industries Association (EIA) standard for the interface between data equipment employing serial binary data interchange.
RS-232C
A physical interface that is 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 (15.25 meters). Also called EIA/TIA 232E.
RTCP
Real Time Control Protocol.
RTP
See Real Time Transfer Protocol (RTP).
S1
The first logical signaling channel of the Digital Communications Protocol (DCP). The S1 channel is used to provide signaling information for the I1 channel of DCP. See also Digital Communications Protocol (DCP).
S2
The second logical signaling channel of the Digital Communications Protocol (DCP). The S2 channel is used to provide signaling information for the I2 channel of DCP. See also Digital Communications Protocol (DCP).
Sales force automation (SFA) software
Software that automates the sales process in order to boost sales or provide better customer service. SFA software is now being combined as part of a company’s CRM offering.
SAT
See System Access Terminal (SAT).
Screen pop
A CT application that enables computer system to present (or “pop”) information related to a particular incoming call (e.g.,prior purchases, calling history) onto an agent’s computer screen, at the same time as the call arrives at the agent’s phone.
segmentation
Segmentation is a common solution to LAN bandwidth limitations. The LAN is divided into separate LAN segments using bridges and routers. If segmented correctly, most network traffic will remain within a single segment, using the full 10 Mbps bandwidth. Hubs and switches are used to connect each segment to the rest of the LAN.
Service Level Agreement (SLA)
A contract between a service provider and a user that defines the nature of the service provided, and establishes a set of measurements to measure the level of service that is provided against the level of service that was promised.
Session Initiated Protocol (SIP)
One of the leading Voice Over IP (VoIP) signaling protocols. See also H.323; Voice over IP (VoIP).
shuffling
Rerouting a voice channel away from the usual TDM bus connection and creating a direct IP-to-IP connection.
Side-Band
Transmission of auxiliary information, such as management messages, by means of a direct connection that bypasses the frequencies and channels normally used for information transfer. Unlike out-of-band transmission, side-band transmission does not require a modem.
Simple Management Network Protocol (SNMP)
The industry-standard protocol that governs network management and the monitoring of network devices and their functions. The use of SNMP is not necessarily limited to TCP/IP networks, but can also be implemented over Ethernet and Open Systems Interconnect (OSI) transports. See also Remote Monitoring (RMON).
SIP
See Session Initiated Protocol (SIP).
SLA
See Service Level Agreement (SLA).
SLIP
Serial Line Internet Protocol. SLIP is the standard protocol for point-to-point serial connections, using a variation of TCP/IP.
SMON
See Switched Monitoring (SMON).
SNMP
See Simple Management Network Protocol (SNMP).
socket
An addressable entity within a node connected to an AppleTalk network. Sockets are owned by software processes known as socket clients. An AppleTalk socket is similar in concept to a TCP/IP port.
Spanning Tree Protocol (STP)
A bridge protocol that enables a learning bridge to dynamically work around loops in a network topology by creating a spanning tree. Bridges exchange BPDU messages with other bridges to detect loops, and then remove the loops by shutting down selected bridge interfaces.
status lamp
A green light that indicates the status of a call appearance or a feature button. A status lamp can be lit, unlit, flashing, or fluttering, depending on the status of the call appearance or the feature button.
STD
Standard. A type of document produced by the IETF.
subnet
Short for subnetwork. A portion of a network that shares a common address component. On TCP/IP networks, a subnet includes all devices whose IP addresses have the same prefix. For example, all devices with IP addresses that start with 133.100.100 are part of the same subnet.
subnet mask
A 32-bit address mask used in IP to indicate the bits of an IP address that are being used for the subnet address.
switch
Any kind of telephone switching system.
Switched Monitoring (SMON)
An extension of the Remote Monitoring (RMON) standard. Device SMON is an extension of RMON-I that provides additional tools and features for monitoring in a local switch environment. AnyLayer SMON is an extension of RMON-II that provides a global view of traffic flow in a network with multiple switches. SMON collects and displays data in real time. SMON can provide a global view of the traffic for all switches on the network, an overall view of the traffic that passes through a specific switch, detailed data about the hosts that transmit packets through a switch, an analysis of the traffic that passes through each port that is connected through a switch, and a view of traffic between the various hosts that are connected to a switch. See also Remote Monitoring (RMON).
Synchronous Digital Hierarchy (SDH)
An ITU standard for transmission in synchronous optical networks. SDH is used outside the US.
Synchronous Optical Network (SONET)
A system of fiber optic transmission rates for speeds from 51 Mbps to 30 Gbps and higher. SONET defines a standard that allows for the interworking of transmission products from multiple vendors. See also Optical Carrier level-3 (OC3).
System Access Terminal (SAT)
An interface into the DEFINITY Server and DEFINITY media server configurations for administrative and maintenance functions.
system administrator
A person who maintains overall customer responsibility for administration of a communications system.
T1
A digital transmission standard in North America that 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. See also Time-Division Multiplexing (TDM).
T3
The North American standard for Digital Signal Level 3 (DS-3). T3 operates at a signaling rate of 44.736 megabits per second. See also Digital Signal Level n (DS-n).
TCP
See Transmission Control Protocol (TCP).
TCP/IP
See Transmission Control Protocol (TCP); Internet Protocol (IP).
TDM
See Time-Division Multiplexing (TDM).
TDM bus
See Time-Division Multiplex (TDM) bus.
Telecom hosting
The establishment, delivery, and maintenance of a customer’s telecommunications services on servers located at and belonging to a third-party provider.
Teletypewriter (TTY)
A data terminal that works with a telephone. A TTY sends and receives special audio tones that are known as Baudot code. The TTY then translates this code into text, and sends the text to an alphanumeric display. TTYs are helpful for people with communication disabilities.
Telnet
A terminal emulation protocol for TCP/IP networks. Telnet is used for remote terminal connection, enabling users to log in to remote systems and use these resources as if they were connected to a local system.
termination
A logical entity on an MG that sources and/or sinks media and/or control streams.
TFTP
See Trivial File Transfer Protocol (TFTP).
Time-Division Multiplex (TDM) bus
A bus that is time-shared regularly by preallocating short time slots to each transmitter. In a switch, all port circuits are connected to the TDM bus, and any port can send a signal to any other port. See also Time-Division Multiplexing (TDM).
Time-Division Multiplexing (TDM)
A form of multiplexing that divides a transmission channel into successive time slots. See also Time-Division Multiplex (TDM) bus.
time slot
In the switch, a time slot refers to either a DS0 on a T1 facility or an E1 facility, or a 64-kbps unit on the Time Division Multiplex (TDM) bus or fiber connection between port networks that is structured as 8 bits every 125 microseconds. See also Digital Signal Level n (DS-n); E1; T1; Time-Division Multiplex (TDM) bus.
tones
Tone telephony signals for human or machine-to-machine indications of call progress or dialing. Examples include touch-tones, busy tone, dial tone, etc. Telephony applications generally require both generation and detection of these tones.
TOS
See Type Of Service (TOS).
transceiver
A device that both transmits and receives analog or digital signals. Usually used to describe the LAN component that applies signals onto the network wire and detects signals passing through the wire.
transcoding
Conversion between mu-law PCM coding (used in North America) and A law coding. More generally in IP, the conversion from one voice coding algorithm to another.
Transmission Control Protocol (TCP)
A connection-oriented transport-layer protocol, IETF STD 7. RFC 793, that governs the exchange of sequential data. Whereas the IP protocol deals only with packets, TCP enables two hosts to establish a connection and exchange streams of data. TCP guarantees delivery of data, and also guarantees that packets are delivered in the same order in which the packets are sent. See also Internet Protocol (IP).
trap
Message sent by an SNMP agent to an NMS, console, or terminal to indicate the occurrence of a significant event, such as a specifically defined condition or a threshold that was reached. Similar to an alarm.
Trivial File Transfer Protocol (TFTP)
A simplified version of File Transfer Protocol (FTP). TFTP transfers files, but does not provide password protection or user-directory capability. See also File Transfer Protocol (FTP).
trunk
A dedicated telecommunications channel between two communications systems or Central Offices (COs).
trunk group
Telecommunication channels that are assigned as a group for certain functions, and that can be used interchangeably between two communication systems or Central Offices (COs).
TTS (text-to-speech)
A technology that converse text from a file into synthesized speech.CT applications that require the production of large amounts of information (such as product catalog information), which would be expensive or impractical to have a person pre-record, use TTS to generate spoken output in response to user requests.
TTY
See Teletypewriter (TTY).
tunneling
The use of the Internet as part of a private secure network. The tunnel is the particular path that a given message or file travels through the Internet.
Type Of Service (TOS)
One of the fields in an IP packet header. TOS is also used by DiffServ.
UDP
See User Datagram Protocol (UDP).
Unified messaging
Integrated management and delivery of voice mail, fax and e-mail communication through a common system and interface.
Uniform Resource Locator (URL)
An Internet address that specifies the location of Web pages, files, and scripts.
Universal Asynchronous Receiver/Transmitter (UART)
A device that converts outgoing parallel data from a computer for serial transmission, and converts incoming serial data to parallel data for reception.
Universal Serial Bus (USB)
A serial interface that is used to add a peripheral device to the G350 chassis.
UPS
Uninterruptible Power Supply.
URL
See Uniform Resource Locator (URL).
USB
See Universal Serial Bus (USB).
User Datagram Protocol (UDP)
A packet format that is included in the TCP/IP suite of protocols. UDP is used for the unacknowledged transmission of short user messages and control messages. See also Internet Protocol (IP).
V.35
The trunk interface between a network access device and a packet network that defines signaling for data rates that are greater than 19.2 kilobytes per second. V.35 can use the bandwidths of several telephone circuits as a group.
VAL
Voice Announcements over the LAN.
Virtual call center
Geographically separated groups of agents or customer service reps who, through the use of the Internet and technology, are considered a single entity for the purposes of call handling, reporting, management, and/or scheduling.
Virtual Local Area Network (VLAN)
A network whose traffic can be segregated independent of physical LAN connectivity. While VLAN computers are on different physical segments of a LAN, the computers work as if they were located on the same physical LAN. A VLAN is configured by software, instead of hardware. 802.1Q framing can support VLAN operation.
Virtual Private Network (VPN)
A private data network that uses the public telecommunication infrastructure with a tunneling protocol and security procedures to maintain privacy. On a VPN, data is encrypted before the data is sent through the public network. The data is then decrypted at the receiving end. An additional level of security encrypts not only the data, but also the originating network address and the receiving network address. VPN software is usually installed as part of a company’s firewall server. See also tunneling.
VLAN
See Virtual Local Area Network (VLAN).
VMON
Voice over Internet Protocol Monitoring Manager.
Voice over IP (VoIP)
A set of facilities that use the Internet Protocol (IP) to manage the delivery of voice information. In general, VoIP means to send voice information in digital form in discrete packets instead of in the traditional circuit-committed protocols of the Public Switched Telephone Network (PSTN). Users of VoIP and Internet telephony avoid the tolls that are charged for ordinary telephone service. See also Internet Protocol (IP).
Voice portal
anywhere, anytime access via a telephone device to Web-based information.
VoIP Monitoring Manager
VoIP Monitoring Manager adds to the RMON and SMON capabilities for VoIP call level monitoring. VoIP Monitoring Manager is capable of displaying both real-time data and historical data. See also Remote Monitoring (RMON); Switched Monitoring (SMON); Voice over IP (VoIP).
VPN
See Virtual Private Network (VPN).
VRRP
Virtual Router Redundancy Protocol. An Internet protocol that provides a way to have one or more backup routers when using a statically configured router on a Local Area Network (LAN). Although there are other alternatives, the most common arrangement is to specify one router to serve as the router for forwarding packets from a group of hosts on a LAN. If that router fails, however, there is no way to use another router as a backup. Using VRRP, a virtual IP address can be specified (manually or with Dynamic Host Configuration Protocol) as a default. A virtual IP address is shared among the routers, with one designated as the master router and the others as backups. In case the master fails, the virtual IP address is mapped to a backup router’s IP address. VRRP can also be used for load balancing. VRRP is part of both IPv4 (the version of IP that most networks currently use) and IPv6.
WAN
See Wide Area Network (WAN).
Warm transfer
the simultaneous transfer of a telephone call and its associated data from one agent to another agent or supervisor.
Web callback
An application that allows a customer to be active on a company’s Web site and request a call back from an agent, usually within a pre-defined interval.
Web chat
Real-time communication between an agent and customer through the transfer of text over the Internet.
Web-enabling software
A Web-based interface to a company’s products and services that can support such features as a Web chat, voiceover IP, Web callback, collaborative browsing and e-mail automation.
WFQ
Weighted Fair Queuing. A QoS method that puts higher priority traffic in the front of buffer queues and shares remaining bandwidth fairly between different types of lower priority traffic.
Wide Area Network (WAN)
A computer network that spans a relatively large geographic area. A WAN usually consists of two or more Local Area Networks (LANs). Computers that are connected to a WAN are often connected through public networks, such as the telephone system. They can also be connected through leased lines or satellites. See also Local Area Network (LAN).
Workforce management software
software that helps call center management assess agent productivity and forecast future resource needs.
WRED
Weighted Random Early Detection. A method of traffic management.
WRR
Weighted Round Robin. A method of traffic management.
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zats
"'zats all, Folks!"
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